Ok so here goes.
Round about January I got a sky+ box from work, now as the sky account is in my brothers name. He phone customer services to get the sky+ set up and was told (by some person reading off his computer screen in India or somewhere) that he would have to take out a new contract to get sky+. After about 10 mins of trying to explain that we did not want a new box and we just wanted the service activated he hung up and tried technical services, after going through the stages (password etc.) he then passed the phone to me and I explained to the advisor that I already had a box and just wanted it set up which he said was no problem and could do straight away, I asked him if this would result in a new contract being started to which he replied NO so I let him carry on and set it up.
So good times were had watching and recording programs. That is until 18th April.
My brother decide it was time to find his own place so we agreed to transfer the sky to my name so I could keep it when he left, this is when the trouble started. After speaking to customer services and explaining that if I took over the account and was subject to a new contract I would just ask my bro to cancel and then I would start a new account myself with the deal they were doing at the time (at this point I must admit I thought they would put him through to retentions and they would offer me new box and whatever to take over account).
So having been put through to cancellations he was then told that he in fact could not cancel as he was in contract which was started when sky+ was set up, so after explaining to the advisor that when the sky+ was set up I asked the advisor if it would result in a new contract and was told NO he said they would have to listen to the recording of the phone conversation and get back in touch. Which they didn't. Last week I phoned then back up and after going through all that had happened previously was told exactly the same thing we will have to listen to the recording to see if you were told that I was then told we will definitely be in touch by Friday 6th May at the latest .
Well Friday came and went and (not that I am surprised) no phone call.
So Eventually to my questions (sorry for the long winded post)
Has this happened to anyone else?
Can they start up a new contract when we provided our own box?
Can I ask for a copy of the recorded phone conversations if I am not satisfied with their response to my problem?
Would contacting Ofcom of trading standards help or would it just be that long in being resolved that the contract would probably have finished.
We both have been quite happy with the services provided by sky but I am now starting to look at alternative options as sky just seem to be fobbing us off at every turn.
Round about January I got a sky+ box from work, now as the sky account is in my brothers name. He phone customer services to get the sky+ set up and was told (by some person reading off his computer screen in India or somewhere) that he would have to take out a new contract to get sky+. After about 10 mins of trying to explain that we did not want a new box and we just wanted the service activated he hung up and tried technical services, after going through the stages (password etc.) he then passed the phone to me and I explained to the advisor that I already had a box and just wanted it set up which he said was no problem and could do straight away, I asked him if this would result in a new contract being started to which he replied NO so I let him carry on and set it up.
So good times were had watching and recording programs. That is until 18th April.
My brother decide it was time to find his own place so we agreed to transfer the sky to my name so I could keep it when he left, this is when the trouble started. After speaking to customer services and explaining that if I took over the account and was subject to a new contract I would just ask my bro to cancel and then I would start a new account myself with the deal they were doing at the time (at this point I must admit I thought they would put him through to retentions and they would offer me new box and whatever to take over account).
So having been put through to cancellations he was then told that he in fact could not cancel as he was in contract which was started when sky+ was set up, so after explaining to the advisor that when the sky+ was set up I asked the advisor if it would result in a new contract and was told NO he said they would have to listen to the recording of the phone conversation and get back in touch. Which they didn't. Last week I phoned then back up and after going through all that had happened previously was told exactly the same thing we will have to listen to the recording to see if you were told that I was then told we will definitely be in touch by Friday 6th May at the latest .
Well Friday came and went and (not that I am surprised) no phone call.
So Eventually to my questions (sorry for the long winded post)
Has this happened to anyone else?
Can they start up a new contract when we provided our own box?
Can I ask for a copy of the recorded phone conversations if I am not satisfied with their response to my problem?
Would contacting Ofcom of trading standards help or would it just be that long in being resolved that the contract would probably have finished.
We both have been quite happy with the services provided by sky but I am now starting to look at alternative options as sky just seem to be fobbing us off at every turn.