Poor service from Sky Talk - Sky

steven cardwell · 08-12-2003, 00:33

Has anyone else encountered problems with Sky talk?

Here is my story

Monday 10th Novemember-Phone Sky Talk,number in sky mag,to sign up for Sky Talk Pack40 @£15 month.Told letter of confirmation would arrive 3-5 days later,BT would be contacted by sky talk to notify change over of phone call provider.

Thursday 20th November-No letter from Sky talk,so phone up customer services,i am told Sky Talk Pack40 is active,i am given a number to phone BT to notify downgrade to line only as sky talk cs agent says that i have to contact BT not them due to customer confidenciality rights(who am i to argue,these people are suppose to know what they are doing),so i contact BT,downgrade my line,sky talk cs agent also says will chase up where 'welcome' letter has got to.

Friday 21st November-Notice on bt.com that my phone call charges had risen,something that shouldn't be happening as sky talk cs agent said sky talk pack 40 was active,calls are supposed to be going thru sky.Phone Sky Talk,to be told that i was told rubbish the day before,but would activate account now,cs agent either doesn't or doesn't want to understand the fact that i have had 2 calls already spanning 2 weeks.Phone back again at 4.55pm,trying to place my point of view accross that the original booking was 10th nov,then on 20th Nov i've been fed wrong info that has led me to cancel a 'unlimited' call package,to no package other than pay for calls made.Was told 140 would work in 24 hours,i said 140 has been working since 11th November!! There either seems to be lack of communication or they just aren't bothered!
Email sent to skytalk.customerservice@bskyb.com

Tuesday 25th November-Phoned back again,as no reply either from phone/letter or the email that i had sent.Got thru to a overspill agent who took all my details of the problems that i have encountered,he says that the centre is busy,hence the overspill thing,i did ask to speak to a supervisor,but the agent says that a supervisor would phone me back to discuss my problems,8th Dec i'm still waiting for the call back!!
Receive a letter from BT stating change over of call provider to sky talk,happening on 8th Dec.

Thursday 27th November-No reply to email still,phone sky talk cs,again told all supervisors are busy,told by agent,that pack40 was active,again something i find out is a lie,i question this due to having the BT letter stating the 8th Dec,told by sky talk cs agent that this is only a 'guide' and can often happen before the date,do they just make it up as they go along?????

Friday 28th November-Sky Talk 'welcome' registration letter arrives(4 days after the BT letter!!),first of all after all the calls,the email,plus being a sky subscriber for nearly 4 years,you'd think that they'd get my name right,but no,then instead of pack40,it welcomes me to sky talk standard,i have always stated what pack i wanted,i've even been told by 3 different sky talk cs agents what pack i am on screen for,sky talk pack 40!
I phone sky talk again,this time sky talk seem to trying to blame sky digital,seems that its the latter that originally makes the bookings,i'm given 'sorry',i explain AGAIN everything that has happened since the 10th November,and that i think the service i am receiving is crap,let along the fact i am being charged for calls,and the calls to sky talk at that,i say i want it sorted.
Send another email asking for satisfaction,still never recieved a reply to the first one sent on 21st Nov tho!!
Sent copies of emails with a letter to sky talk customer relations in London.

Friday 5th December-Still no answers,either by letter,email or phone,after the call and the email on the 28th,the least i expected was a letter of confirmation that the package would be changed to what i had ordered.Phone sky talk to tell them i no longer want to change on the 8th Dec,i have decided that enough is enough,i have given them nearly a month to sort this out,i am gonna stay with BT,however surprise,surprise the computer is down,but the cancellation has been noted,after everything else i am a bit sceptical of this.
Phone BT,but they can't cancel at their end before the 8th without notification from sky,but due to computer problems at sky this obviously isn;t showing any cancellation at BT's end.
Phone sky talk later to see it cancellation has been done,computers still down,expected till 6pm.

Saturday 6th December-Phone sky talk AGAIN,still the computers are down,phoned another 2 times,again told the same thing.Email of cancellation sent to skytalk.customer@bskyb.com.Sent copies of cancellation dated Fri 5th Dec to sky talk customer relations London.
Will probably wait till Monday 8th Dec and cancel it at BT's end.

Sunday 7 th December-Still no replies to any of the 3 emails that i sent.

Summing up
------------------
Trying to sign up for Sky Talk,and the package that i wanted,has turned out to be an absolute nightmare,i wish i'd never even thought about it.

Instead of having peace of mind,on a unlimited phone package,due to incompetence on several occasions,and wrong information being given,the sky talk agent i spoke to on the 21st even gave me a number to phone BT to downgrade my line,this number isn't in the phone book!

Due to this,i've ended up paying for my call since the 21st November to present,i've asked sky talk agents whether dialling 140 is part of sky talk package or pence per minute,4 different answers i've received.

My own feelings is that i would not encourage anyone to sign up with Sky Talk,i thought that the cheaper monthly price,complete with the 40% off mobiles would save me money,but all it has brought me is being out of pocket and stressed!!

Has anyone else got any good/bad stories with Sky Talk???

grubbymitts · 08-12-2003, 06:58

I use the 140 service and never had any problems. But when you say you are waiting for a supervisor to call back - good luck. Work in a call centre and you'll find out that supervisors usually know less than the advisor and never phone back as they are too busy making sure advisors don't go to the toilet too often!(can't be arsed more like!)

steven cardwell · 08-12-2003, 09:49

Quote:

Originally posted by grubbymitts
I use the 140 service and never had any problems. But when you say you are waiting for a supervisor to call back - good luck. Work in a call centre and you'll find out that supervisors usually know less than the advisor and never phone back as they are too busy making sure advisors don't go to the toilet too often!(can't be arsed more like!)

Got another joke today,a letter arrived dated 1st Dec,saying looking into my problems and the problem with what pack i had ordered,still got my name wrong on the letter even though the phone call i had made 28thNov i gave them a mouthful about how they could send out a letter with my sky account on it,but with the wrong name attached!!!!

Heinz · 08-12-2003, 10:27

steven, there are a number of firms offering cheaper options than SkyTalk - THIS is just one example (which, BTW, also offers international calls at MUCH cheaper rates - 4p/minute to France and 3p/minute to the USA for example - instead of SkyTalk's 8p).

DaveCheltenham · 08-12-2003, 10:53

...... or Tele2UK @ 2.5 pence/minute to 15 destinations including France and USA.

Regards

Ignite · 08-12-2003, 13:20

Make a formal complaint to OFTEL (or whoever you contact now), and they should help you to get it sorted. www.oftel.gov.uk

08-12-2003, 00:33	#1
steven cardwell Forum Member Join Date: Sep 2000 Services: Sky Digital, O2 Broadband, Twitter (@cardy1970) Posts: 1,630	Poor service from Sky Talk Has anyone else encountered problems with Sky talk? Here is my story Monday 10th Novemember-Phone Sky Talk,number in sky mag,to sign up for Sky Talk Pack40 @£15 month.Told letter of confirmation would arrive 3-5 days later,BT would be contacted by sky talk to notify change over of phone call provider. Thursday 20th November-No letter from Sky talk,so phone up customer services,i am told Sky Talk Pack40 is active,i am given a number to phone BT to notify downgrade to line only as sky talk cs agent says that i have to contact BT not them due to customer confidenciality rights(who am i to argue,these people are suppose to know what they are doing),so i contact BT,downgrade my line,sky talk cs agent also says will chase up where 'welcome' letter has got to. Friday 21st November-Notice on bt.com that my phone call charges had risen,something that shouldn't be happening as sky talk cs agent said sky talk pack 40 was active,calls are supposed to be going thru sky.Phone Sky Talk,to be told that i was told rubbish the day before,but would activate account now,cs agent either doesn't or doesn't want to understand the fact that i have had 2 calls already spanning 2 weeks.Phone back again at 4.55pm,trying to place my point of view accross that the original booking was 10th nov,then on 20th Nov i've been fed wrong info that has led me to cancel a 'unlimited' call package,to no package other than pay for calls made.Was told 140 would work in 24 hours,i said 140 has been working since 11th November!! There either seems to be lack of communication or they just aren't bothered! Email sent to skytalk.customerservice@bskyb.com Tuesday 25th November-Phoned back again,as no reply either from phone/letter or the email that i had sent.Got thru to a overspill agent who took all my details of the problems that i have encountered,he says that the centre is busy,hence the overspill thing,i did ask to speak to a supervisor,but the agent says that a supervisor would phone me back to discuss my problems,8th Dec i'm still waiting for the call back!! Receive a letter from BT stating change over of call provider to sky talk,happening on 8th Dec. Thursday 27th November-No reply to email still,phone sky talk cs,again told all supervisors are busy,told by agent,that pack40 was active,again something i find out is a lie,i question this due to having the BT letter stating the 8th Dec,told by sky talk cs agent that this is only a 'guide' and can often happen before the date,do they just make it up as they go along????? Friday 28th November-Sky Talk 'welcome' registration letter arrives(4 days after the BT letter!!),first of all after all the calls,the email,plus being a sky subscriber for nearly 4 years,you'd think that they'd get my name right,but no,then instead of pack40,it welcomes me to sky talk standard,i have always stated what pack i wanted,i've even been told by 3 different sky talk cs agents what pack i am on screen for,sky talk pack 40! I phone sky talk again,this time sky talk seem to trying to blame sky digital,seems that its the latter that originally makes the bookings,i'm given 'sorry',i explain AGAIN everything that has happened since the 10th November,and that i think the service i am receiving is crap,let along the fact i am being charged for calls,and the calls to sky talk at that,i say i want it sorted. Send another email asking for satisfaction,still never recieved a reply to the first one sent on 21st Nov tho!! Sent copies of emails with a letter to sky talk customer relations in London. Friday 5th December-Still no answers,either by letter,email or phone,after the call and the email on the 28th,the least i expected was a letter of confirmation that the package would be changed to what i had ordered.Phone sky talk to tell them i no longer want to change on the 8th Dec,i have decided that enough is enough,i have given them nearly a month to sort this out,i am gonna stay with BT,however surprise,surprise the computer is down,but the cancellation has been noted,after everything else i am a bit sceptical of this. Phone BT,but they can't cancel at their end before the 8th without notification from sky,but due to computer problems at sky this obviously isn;t showing any cancellation at BT's end. Phone sky talk later to see it cancellation has been done,computers still down,expected till 6pm. Saturday 6th December-Phone sky talk AGAIN,still the computers are down,phoned another 2 times,again told the same thing.Email of cancellation sent to skytalk.customer@bskyb.com.Sent copies of cancellation dated Fri 5th Dec to sky talk customer relations London. Will probably wait till Monday 8th Dec and cancel it at BT's end. Sunday 7 th December-Still no replies to any of the 3 emails that i sent. Summing up ------------------ Trying to sign up for Sky Talk,and the package that i wanted,has turned out to be an absolute nightmare,i wish i'd never even thought about it. Instead of having peace of mind,on a unlimited phone package,due to incompetence on several occasions,and wrong information being given,the sky talk agent i spoke to on the 21st even gave me a number to phone BT to downgrade my line,this number isn't in the phone book! Due to this,i've ended up paying for my call since the 21st November to present,i've asked sky talk agents whether dialling 140 is part of sky talk package or pence per minute,4 different answers i've received. My own feelings is that i would not encourage anyone to sign up with Sky Talk,i thought that the cheaper monthly price,complete with the 40% off mobiles would save me money,but all it has brought me is being out of pocket and stressed!! Has anyone else got any good/bad stories with Sky Talk???

08-12-2003, 06:58	#2
grubbymitts Forum Member Join Date: Jan 2001 Posts: 286	I use the 140 service and never had any problems. But when you say you are waiting for a supervisor to call back - good luck. Work in a call centre and you'll find out that supervisors usually know less than the advisor and never phone back as they are too busy making sure advisors don't go to the toilet too often!(can't be arsed more like!)

08-12-2003, 10:27	#4
Heinz Forum Member Join Date: Jul 2002 Location: NE Essex (Sudbury DTT) Services: Sky TV (Variety & Knowledge packs only) Posts: 6,020	steven, there are a number of firms offering cheaper options than SkyTalk - THIS is just one example (which, BTW, also offers international calls at MUCH cheaper rates - 4p/minute to France and 3p/minute to the USA for example - instead of SkyTalk's 8p).

08-12-2003, 10:53	#5
DaveCheltenham Forum Member Join Date: Dec 2000 Location: Cheltenham Services: Sky HD (1TB) x2, DVD Rec. DMR-EX75, Sky (Mid) Broadband and Sagem HD TNTSAT Posts: 658	...... or Tele2UK @ 2.5 pence/minute to 15 destinations including France and USA. Regards

08-12-2003, 13:20	#6
Ignite Forum Member Join Date: Jun 2001 Location: Bournemouth Services: Virgin and Freeview Posts: 1,438	Make a formal complaint to OFTEL (or whoever you contact now), and they should help you to get it sorted. www.oftel.gov.uk