Sky - idiotic mistakes with subs and billing - Sky+

IslandNiles · 04-11-2009, 20:18

I knew it wouldn't be as simple as it seemed...

- Basically, had Sky+ with the six mixes package. Used to have multiroom, dropped it a long time ago.

- Decided less than two weeks ago to reinstate the multiroom on the £4.90 per month switchover over. Fine. The old blue viewing card was reactivated until the new one arrived.

- New one arrived a few days later. Rang up, paired it to box.

- Simple and easy, I thought. Not quite.

- Today I received another viewing card, which claims to replace the old blue viewing card, and a letter informing me that payment this month will be £45.97 and £43 thereafter.

- Tried to ring Sky as this is obviously wrong, but it seems their entire telephony system is down.

- Looked on MySky to find they're billing me for two extra subscriptions, and neither of them, it seems, at the reduced rate. How could they get it so spectacularly wrong?

Murray Mint · 04-11-2009, 21:45

I had a similar issue with Sky in the summer. I received an e-mail offering me free Sky Movies and Sky Sports for a month, so naturally I jumped at the offer.

When I checked my Sky bill about a fortnight later, it said that I had upgraded to Sky World! I immediately telephoned Sky and alterted them to their mistake, but the adviser was adamant that I had upgraded.

Eventually, Sky accepted that I did not upgrade to Sky World, and said that my next bill would be readjusted. However, come 18 July, when my next bill was due, Sky had charged me for Sky World. I could not believe it!

I telephoned Sky and alerted them to their mistake. They had no record of my previous call, and the adviser was once again adamant that I had upgraded to Sky World. The adviser said he would look into my query and would call me back.

I did receive a call back about 10 minutes later. Sky apologised for their mistake and readjusted my next bill.

IslandNiles · 04-11-2009, 21:53

I have spoken to them now. Apparently it's far too late to stop the payment for this month (even though it's not being taken for another seven days) but they will apparently adjust my bill next month to take account of the time I've paid for the phantom subscription.

However, given the story above, I'm now less than confident that they'll do as they say.

iamtheoneneo · 05-11-2009, 12:06

i had a sky billing issue recently - basically my bill went from 45 to 70 in a month just bc i dropped a package and they have some retarded billing system (ie instead of 70 i should of been credited alot which i was the following month)

my solution , cancelled my db launched a complaint and in the end didnt pay the 70 but waited another month to only pay the normal amount and reinstated the db.

skys billing is simply crazy and theres no logical explantion for it.

Sandybeaches · 05-11-2009, 22:52

I would ask anyone calling Sky in the next week or so to try to be patient, we have had a new system installed and its gone a bit wonky.. we cannot transfer customers, they system is dropping calls and the phone problems are affecting the data bases as its all tied in together. The screens are freezing and although we can still recieve calls there is nothing we can do for the customer.

Its not even a skive..lol, we still need to take the calls if they come through and just tell the customers to go online to sky.com or call back.

tomtom99 · 06-11-2009, 05:58

Quote:

Originally Posted by Sandybeaches

I would ask anyone calling Sky in the next week or so to try to be patient, we have had a new system installed and its gone a bit wonky.. we cannot transfer customers, they system is dropping calls and the phone problems are affecting the data bases as its all tied in together. The screens are freezing and although we can still recieve calls there is nothing we can do for the customer.

Its not even a skive..lol, we still need to take the calls if they come through and just tell the customers to go online to sky.com or call back.

so buisness as usuual then

'Oaks Addict · 08-11-2009, 19:21

Quote:

Originally Posted by Sandybeaches

I would ask anyone calling Sky in the next week or so to try to be patient, we have had a new system installed and its gone a bit wonky.. we cannot transfer customers, they system is dropping calls and the phone problems are affecting the data bases as its all tied in together. The screens are freezing and although we can still recieve calls there is nothing we can do for the customer.

Its not even a skive..lol, we still need to take the calls if they come through and just tell the customers to go online to sky.com or call back.

I work for Sky too

Been an absolute nightmare this week!

Me: "Thanks for calling Sky, unfortunately due to technical issues we can only accept general enquiries"

Cust: "I want to downgrade"

Me: "Sorry but as I said I can only take general enquiries"

Cust: "That is an enquiry!"

Noooooo it is not mate!

Nigel Goodwin · 08-11-2009, 19:41

Quote:

Originally Posted by 'Oaks Addict

I work for Sky too

Been an absolute nightmare this week!

Me: "Thanks for calling Sky, unfortunately due to technical issues we can only accept general enquiries"

Unusually I've not had to call Sky for over a week now, sounds like it was a good thing!.

Bad luck on your problems, but how come a company the size of Sky always messes things up when they change anything?. No wonder the new EPG still doesn't work properly

'Oaks Addict · 09-11-2009, 22:46

Quote:

Originally Posted by Nigel Goodwin

Unusually I've not had to call Sky for over a week now, sounds like it was a good thing!.

Bad luck on your problems, but how come a company the size of Sky always messes things up when they change anything?. No wonder the new EPG still doesn't work properly

I've nt actually had any calls about the new epg not workin yet!

What's up with it?

Mystic Eddy · 09-11-2009, 22:59

Quote:

Originally Posted by 'Oaks Addict

I've nt actually had any calls about the new epg not workin yet!

What's up with it?

Have a look at the new EPG threads on here; you'll soon see there's lots of problems apparent- most notably 'No Signal' issues due to the badly implemented mini TV.

'Oaks Addict · 10-11-2009, 10:22

Quote:

Originally Posted by Mystic Eddy

Have a look at the new EPG threads on here; you'll soon see there's lots of problems apparent- most notably 'No Signal' issues due to the badly implemented mini TV.

Oh, actually, I'm lying, yeh a little old woman called about a week ago to say that message came up.

We had very inadequate training - the customers know more than us and I didn't even know a new epg was coming out until a cust called me!

coopermanyorks · 10-11-2009, 10:25

Quote:

Originally Posted by 'Oaks Addict

I didn't even know a new epg was coming out until a cust called me!

And you work for Sky taking calls,oh brother.

'Oaks Addict · 10-11-2009, 19:01

Quote:

Originally Posted by coopermanyorks

And you work for Sky taking calls,oh brother.

Exactly, the training was abysmal!

crazymanc · 10-11-2009, 19:18

@ Oaks Addict you work for sky any ideas where the volume option for the box is i rang sky told me to ring back in 72hours becouse they was updating and addin that option dont think lol now my amp is on full and the channels are low the sound on my tv is now on 70 just to hear it at normal volume

new stylish epg but poor sound think sky need to sort it out

04-11-2009, 20:18	#1
IslandNiles Forum Member Join Date: Apr 2005 Services: Sky+; Virgin Media 10MB broadband; PS3. PSN ID: islandniles Posts: 6,510	Sky - idiotic mistakes with subs and billing I knew it wouldn't be as simple as it seemed... - Basically, had Sky+ with the six mixes package. Used to have multiroom, dropped it a long time ago. - Decided less than two weeks ago to reinstate the multiroom on the £4.90 per month switchover over. Fine. The old blue viewing card was reactivated until the new one arrived. - New one arrived a few days later. Rang up, paired it to box. - Simple and easy, I thought. Not quite. - Today I received another viewing card, which claims to replace the old blue viewing card, and a letter informing me that payment this month will be £45.97 and £43 thereafter. - Tried to ring Sky as this is obviously wrong, but it seems their entire telephony system is down. - Looked on MySky to find they're billing me for two extra subscriptions, and neither of them, it seems, at the reduced rate. How could they get it so spectacularly wrong?

04-11-2009, 21:45	#2
Murray Mint Forum Member Join Date: Sep 2009 Posts: 1,702	I had a similar issue with Sky in the summer. I received an e-mail offering me free Sky Movies and Sky Sports for a month, so naturally I jumped at the offer. When I checked my Sky bill about a fortnight later, it said that I had upgraded to Sky World! I immediately telephoned Sky and alterted them to their mistake, but the adviser was adamant that I had upgraded. Eventually, Sky accepted that I did not upgrade to Sky World, and said that my next bill would be readjusted. However, come 18 July, when my next bill was due, Sky had charged me for Sky World. I could not believe it! I telephoned Sky and alerted them to their mistake. They had no record of my previous call, and the adviser was once again adamant that I had upgraded to Sky World. The adviser said he would look into my query and would call me back. I did receive a call back about 10 minutes later. Sky apologised for their mistake and readjusted my next bill.

04-11-2009, 21:53	#3
IslandNiles Forum Member Join Date: Apr 2005 Services: Sky+; Virgin Media 10MB broadband; PS3. PSN ID: islandniles Posts: 6,510	I have spoken to them now. Apparently it's far too late to stop the payment for this month (even though it's not being taken for another seven days) but they will apparently adjust my bill next month to take account of the time I've paid for the phantom subscription. However, given the story above, I'm now less than confident that they'll do as they say.

05-11-2009, 12:06	#4
iamtheoneneo Forum Member Join Date: Nov 2008 Location: Oxford Services: Sky HD, Virgin L BB Posts: 204	i had a sky billing issue recently - basically my bill went from 45 to 70 in a month just bc i dropped a package and they have some retarded billing system (ie instead of 70 i should of been credited alot which i was the following month) my solution , cancelled my db launched a complaint and in the end didnt pay the 70 but waited another month to only pay the normal amount and reinstated the db. skys billing is simply crazy and theres no logical explantion for it.

05-11-2009, 22:52	#5
Sandybeaches Forum Member Join Date: Jul 2008 Posts: 1,258	I would ask anyone calling Sky in the next week or so to try to be patient, we have had a new system installed and its gone a bit wonky.. we cannot transfer customers, they system is dropping calls and the phone problems are affecting the data bases as its all tied in together. The screens are freezing and although we can still recieve calls there is nothing we can do for the customer. Its not even a skive..lol, we still need to take the calls if they come through and just tell the customers to go online to sky.com or call back.

10-11-2009, 19:18	#14
crazymanc Forum Member Join Date: Dec 2007 Location: C:\WINDOWS\system32 Services: Sky+HD Sky BB Posts: 142	@ Oaks Addict you work for sky any ideas where the volume option for the box is i rang sky told me to ring back in 72hours becouse they was updating and addin that option dont think lol now my amp is on full and the channels are low the sound on my tv is now on 70 just to hear it at normal volume new stylish epg but poor sound think sky need to sort it out