Unable to change subscription package !

[prideof66]

I re-subscribed to SKY 1 year ago and took the Sports Package. In May i cancelled Sports and took Movies for a short time whilst the football had finished. Last wednesday i rang up to revert to my original package, after a few minutes on hold i was told by the agent he was unable to do this for me and would send word to the technical department to correct this. He said that as i had two accounts the computer would not authorise the change over, the first account was closed 18months ago with no monies owing to either party due to redundancy.
I have made several phonecalls to SKY and end up getting fobbed off each time " we will contact technical dept ", i also rang cancellations for advice,even my e-mails are not been answered, i actually e-mailed James Murdoch yesterday in despair !
I am paying for a service i do not want please could some one advise me what to do ?
Many thanks !

[SamRadford]

Make your request by Recorded Delivery letter. Keep a copy. Don't waste time talking to the muppets by phone.

[prideof66]

Thanks sam for your reply ! Came in from night shift , thought might give them another ring as there was no change,might as well rang outer mongolia, the same old story and there was a back log of queries in the tech dept thats why i was still waiting for something to happen!
Its pathetic keeping me in limbo like this ! I sent another e-mail (6 now ) and written a strongly worded letter to those most incompetent people !
All the years i have subscribed to SKY i have had good service and no complaints whatsoever , however this SUCKS !
Will post the next installment !

[ian-d]

Have you tried contacting them via their contact us form?

http://mysky.sky.com/portal/site/sky...on=generalForm

They do take a few days to reply, but I've never had a problem getting them to action any request.

[Starburst]

Brute force, cancel and when the 1 month notice is up resubscribe, hey you may even get a retention deal which means you pay less and get an upgrade (if the computer lets them of course ).

[prideof66]

Thanks ian-d , yes i have tried that link it says it will be dealt with in 6 days which are now up. I have used it before on a different matter and only waited 1 day for a reply, perhaps thats why iam a bit anxious !

[prideof66]

Thanks starburst i like your idea i also have broadband with 11 months to run so might be difficult.I will be honest if they cant even change my package i very much doubt that i could cancel my account as the computer just blocks my initial request! I asked the agent if this has ever happened before and she said it was her first experience of it! GREAT!

[AndyCob]

You could try changing your package via the web site or the interactive service possibly. Does avoid the phone muppets who can only do what the computer in front of them tells them. Not really their fault as the system is set up that way, low pay minimal training etc, ask for a supervisor or cancellations, be firm but polite explain the situation you don't want to cancel but since Sky seem unable to sort the issue you have no choice, I would put money on them sorting things ASAP, I have almost always found the right person can sort these things in a matter of minutes it is just getting hold of the right people that's hard.

[prideof66]

Finally had word from our friends at SKY in the form of an e-mail, no apologies or anything , basically saying the matter would be resolved in next 48hours and they would be upgrading my package, actually it was a straight swap between MOVIES and SPORTS that i had wished for, will be interesting to see what happens here!

There are 4 possible outcomes here ;
1. MOVIES removed ! SPORTS re-instated!
2.Both MOVIES and SPORTS package.
3. No change !
4. Full apology and a reduced subscription.

My money is on 3 ! (Hope iam wrong it might be 4 ha ha !)

[Stevenage Neil]

Originally Posted by prideof66

Hope i am wrong it might be 4 ha ha !)

Do you see that pig flying overhead?

[Starburst]

Originally Posted by Stevenage Neil

Do you see that pig flying overhead?

Cue Monty Burns scene

[prideof66]

Finally after 9 days our friends at SKY have finally changed my package. I received an e-mail saying that it would be sorted by 48hrs , then yesterday lunch time .........HEY PRESTO ! Got SPORTS lost MOVIES !
Received another e-mail apologising for the delay , however there was no promise of a partial refund .
Can now settle down to 9 months of football ....great !
Many thanks to those of you that have assisted me !

[prideof66]

Hi ! Just an update from the last few days.
I received an e-mail from customer services on behalf of James Murdoch ( whom i had e-mailed days earlier) expressing their apologies and they were going to credit my account with £36.00 for the trouble caused !
I have just checked my account and this has in fact been done !
So after almost 14 days i have finally had a conclusion ,
however it shouldnt have happened in the first place!
However i received a letter from SKY this morning to inform me about my change in package and it also thanked me for ordering SKY broadband mid ( ive had it since March 08) hope this isnt the start of something new!

[Starburst]

Money good, confusing letter worrying