SAYNOTO0870.COM - Sky Customer Services

Ajay737

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Re: Sky Customer Services
Reply #855 - Nov 21^st, 2009 at 5:18pm

Lizmc wrote on Nov 21^st, 2009 at 4:32pm:

IF you want to upgrade do it in reverse email them and tell them you want to upgrade and you wont use their expensive number. they called me within an hour of my email. When they call you tell them you want to downgrade. I just told them i just wanted to complain about their expensive phone numbers. This web site must of saved me loads of money over the years. Even thou bt now give free 0845 numbers

I think that BT including 0845 and 0870 numbers in some calling plans is to make people think they are getting a good deal. But they only started including them as a lot of companies started to change over to 0844 numbers.
Like you, I've saved a fortune using numbers from this site.

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NGMsGhost

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Re: Sky Customer Services
Reply #856 - Nov 23^rd, 2009 at 5:07pm

helenhenry wrote on Nov 9^th, 2009 at 5:15pm:

I emailed andrew.griffith@BSKYB.com Grin

He is their Finance Director.

If they get enough emails eventually the high level customer relations lot (crsupport@bskyb.com) are going to be begging senior management to bring in an 03 number or reinstate one of the 01506 numbers as an alternative means of getting in touch with Sky.

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NGMsGhost

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Re: Sky Customer Services
Reply #857 - Nov 23^rd, 2009 at 5:13pm

Ajay737 wrote on Nov 21^st, 2009 at 5:18pm:

I think that BT including 0845 and 0870 numbers in some calling plans is to make people think they are getting a good deal.

BT's Standard quarterly line rental was £20.50 per quarter in mid 2004 but now its £33.75 per quarter for their cheapest "Weekend Calls Plan" line rental. Do you think that might give them some scope for bunding in so called "free" weekend 01/02 and 0845/0870 calls. Wink

Quote:

But they only started including them as a lot of companies started to change over to 0844 numbers.

What a spooky coincidence that is and how convenient that 0844 is almost the same number in the minds of the public as 0845. Shocked

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NGMsGhost

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Re: Sky Customer Services
Reply #858 - Nov 23^rd, 2009 at 7:12pm

Smasher wrote on Nov 16^th, 2009 at 3:02pm:

None of the numbers appear to be working. Despite being a "Pay Once Watch Forever" customer they've not sent a replacement viewing card and expect £20 for a new one. Still trying...

Have you emailed jeremy.darroch@bskyb.com with cc to crsupport@bskyb.com to complain about this? I emailed them back in August about my mother's Pay Once Watch Forever box installed two years ago and they sent the below email claiming a free replacement card would be provided. However despite the promises that a new replacement viewing card would be sent out by early October so far no such replacement viewing card has arrived.

More discussion on this topic can be found over at http://forums.moneysavingexpert.com/showthread.html?p=26888551

Quote:

-------- Original Message --------
Subject: Sky Reference 621007024873/KZM
Date: Fri, 28 Aug 2009 15:31:24 +0100
From: CR Support <CRsupport@bskyb.com>

I refer to your email addressed to Jeremy Darroch concerning the cost of replacement viewing cards. I've been asked to respond on Jeremy's behalf and will be personally assisting with your enquiry.

I'm sorry for any misunderstanding over the cost of replacing your Sky viewing card and hope I will be able to clarify matters for you.

I can confirm that all Pay Once watch Forever customers are automatically being mailed free replacement Sky viewing cards irrespective of when the pay Once watch Forever product was purchased. We plan to have completed all card mailings by early October and you should expect to receive a new card sometime before this date.

On sky.com/replacecard we do direct visitors to read the FAQs where we do make it clear that Pay Once Watch Forever customers will automatically be sent a card however do concede that this could be made clearer on the homepage and we'll look to updating this accordingly.

We do aim to provide a high level of customer service and I'm sorry that you feel so let down in this instance.

I hope I've managed to address your concerns however should you require any further assistance please do not hesitate to contact me at the above email address.

Regards

Karen Mackenzie
Service Excellence Consultant
Customer Relations

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« Last Edit: Nov 23^rd, 2009 at 7:14pm by NGMsGhost »

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nads

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Re: Sky Customer Services
Reply #859 - Nov 23^rd, 2009 at 8:25pm

I've used the 0800 number a few times over the past couple of weeks and been put through to wherever with no problems. Tonight I tried it and a woman answered and told me that she had no transferring facility and I had to redial the 0844 number - silly woman told me it was an engineers number - it's not it's technical support. I hung up and phoned back again and spoke to a man who was very helpful and transferred me! So it depends on who answers the phone as to whether they'll co-operate or not.

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Dave Global Moderator Offline Posts: 9,902 Yorkshire Gender:	Re: Sky Customer Services Reply #860 - Nov 23^rd, 2009 at 8:48pm nads wrote on Nov 23^rd, 2009 at 8:25pm: I've used the 0800 number a few times over the past couple of weeks and been put through to wherever with no problems. … Which 0800 number ?
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NGMsGhost Supreme Member Offline The Forum Ghost of NonGeographicalMan<b r /> Posts: 2,720 Surrey, United Kingdom Gender:	Re: Sky Customer Services Reply #861 - Nov 23^rd, 2009 at 8:55pm I see there is now also a thread running at http://forums.moneysavingexpert.com/showthread.html?t=2095157 encouraging people to take up the suggestion from this website to email Sky to complain about their ripoff phone number and the lack of a geographic alternative.
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Dave

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Re: Sky Customer Services
Reply #862 - Nov 23^rd, 2009 at 9:01pm

NGMsGhost wrote on Nov 23^rd, 2009 at 8:55pm:

I see there is now also a thread running at http://forums.moneysavingexpert.com/showthread.html?t=2095157 encouraging people to take up the suggestion from this website to email Sky to complain about their ripoff phone number and the lack of a geographic alternative. Smiley

That's another thread on MSE about Say no to Sky's 0844 numbers as one was started the other day here.

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NGMsGhost

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Re: Sky Customer Services
Reply #863 - Nov 23^rd, 2009 at 9:38pm

Dave wrote on Nov 23^rd, 2009 at 9:01pm:

That's another thread on MSE about Say no to Sky's 0844 numbers as one was started the other day here.

I see that someone you may know rather well seems to have started that one though. Wink

Anyhow I have added to it responding to some of the incredibly annoying corporate flag waivers like Quentin and Dave Murgatroyd who then tried to take you to task.

The other thread is in a different section of the MSE forum from this one.

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nads Newbie Offline Posts: 7 Gender:	Re: Sky Customer Services Reply #864 - Nov 24^th, 2009 at 10:25am Dave wrote on Nov 23^rd, 2009 at 8:48pm: nads wrote on Nov 23^rd, 2009 at 8:25pm: I've used the 0800 number a few times over the past couple of weeks and been put through to wherever with no problems. … Which 0800 number ? the tech support one shown on your main site.
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Ajay737

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Re: Sky Customer Services
Reply #865 - Nov 24^th, 2009 at 11:08am

Ajay737 wrote on Nov 21^st, 2009 at 1:58pm:

Hi all

I sent an email yesterday regarding the removal of the phone numbers posted on this site and this is the reply I received.

Dear,

Thank you for your recent email regarding the use of 0844 numbers when contacting our Sky contact centres.

National rate numbers mean that customers pay the same rate - no matter where they are phoning from within the UK.

Sky invests £250 million a year on customer service and, unlike many other providers, we’re open 24 hours a day and 365 days a year. You can call us for as little as 1.5p a minute from a landline at the weekend.

Yours sincerely

Daniel Lloyd

Customer Relations

I think someone isn't tellin the truth. My call price on Sunday from my on line BT bill.
22 NOV 11:45 0844 2414141 00:14:28 0.700

I'm still awaiting a response to my email from the reply I sent twice. I've sent it a third time but not with any ones name in case the person that originally replied isn't working.

I shall send it to the other email address if I don't receive a reply within the next 24 hours.

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« Last Edit: Nov 24^th, 2009 at 11:09am by Ajay737 »

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NGMsGhost

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Re: Sky Customer Services
Reply #866 - Nov 24^th, 2009 at 11:20am

Ajay737 wrote on Nov 24^th, 2009 at 11:08am:

I think someone isn't tellin the truth. My call price on Sunday from my on line BT bill.

22 NOV 11:45 0844 2414141 00:14:28 0.700

Well that would be the staff of Sky customer services.

They rarely tell the truth to their customers about almost anything to do with money or contractual terms so this should surely come as little surprise.

I can't quite see why the charge is 70p and not 75p though as my understanding is that BT is rounding up and not rounding down to the nearest whole minute.

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« Last Edit: Nov 24^th, 2009 at 11:21am by NGMsGhost »

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Dave

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Re: Sky Customer Services
Reply #867 - Nov 24^th, 2009 at 11:26am

Ajay737 wrote on Nov 24^th, 2009 at 11:08am:

I think someone isn't tellin the truth. My call price on Sunday from my on line BT bill.
22 NOV 11:45 0844 2414141 00:14:28 0.700

Indeed.

The BT Price List gives all the information.

Firstly, see this page for the charge band of 0844 241 which is given as g6:
http://www.serviceview.bt.com/list/public/current/Call_Charges_boo/1632_d0e5.htm...
Then refer to the non-discounted call prices to find the rate of g6 calls:
http://www.serviceview.bt.com/list/public/current/Call_Charges_boo/0016_d0e5.htm...

Also, download the 08 numbers spreadsheet from Ofcom:
http://www.ofcom.org.uk/telecoms/ioi/numbers/numbers_administered/#special
Numbers are listed without the leading zero. So 8442 41 is allocated to the telecommunications provider Cable & Wireless and it has decided calls should be 5 pence per minute (with VAT at 17.5%).

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Dave Global Moderator Offline Posts: 9,902 Yorkshire Gender:	Re: Sky Customer Services Reply #868 - Nov 24^th, 2009 at 11:29am NGMsGhost wrote on Nov 24^th, 2009 at 11:20am: I can't quite see why the charge is 70p and not 75p though as my understanding is that BT is rounding up and not rounding down to the nearest whole minute. Calls to 01/02/03/0870 and mobile numbers are rounded up to the next whole minute. 084x/0871/09xx are not.
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NGMsGhost

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Re: Sky Customer Services
Reply #869 - Nov 24^th, 2009 at 12:47pm

Dave wrote on Nov 24^th, 2009 at 11:29am:

Calls to 01/02/03/0870 and mobile numbers are rounded up to the next whole minute. 084x/0871/09xx are not.

So they are rounded down to the nearest whole minute and not charged per second then? Also they appear to have no connection charge either based on the above billing item? At least this is something I suppose given the otherwise high per minute charges. But how is the customer supposed to understand one lot of telephone number call prefixes having one billing convention and another lot following a different one. A different number of pence per minute is simple enough.

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