NGMsGhost wrote on Dec 12^th, 2009 at 8:45pm:


I spoke to someone from sky talk last friday and what they think possibly caused the problem is the swtich over from BT's network to Sky's own network.

at the time, Sky was using BT's network to provide the service but when i was cancelling thats when Sky were taking everyone off BT's network and putting them on thiers. Thats where he believes the problem happened, somehow it got mixed up and never transfered me.

I reported this issue on the 23rd of Sept and now its 15th dec and im still waiting for the issue to be resolved by sky.

Im waiting for sky to resolve it before i contact Otelo.

Re- BT account holder. He did phone them and they said we never recieved a request to take over your line even though you told us your trasnferring from SKy. Basically Sky never went through with giving the line to BT and by magic i was getting my calls for free but no one billing me, neither sky or bt.

borgie wrote on Dec 28^th, 2009 at 3:06pm:


I agree but unfortunately the addiction of most of the male population to football, rugby and/or test crick seems to allow Sky to continue to get away with their abusive methods for selling their heavily over price services.

Emailed the following to Sky big boss emails - wonder what I'll get back  

Sirs,

I am writing this email to express my utter disgust that it is impossible to speak to your customer services department on a NGN number (that is a number which does not start 01 / 02 or 03).  

My phone call was going to enquire about potentially switching back on Sky Sports and / or Movies.  I have an inclusive minutes package which allows unlimited calls to 01 / 02 and 03 numbers and would allow me to call Sky without charge if you provided such a number.  Given that you can be on hold for anything upto 10 to 20 minutes (at peak times) this is a considerable saving against calling an 08442 number.

Can you explain what customer benefit charging for calls gives – The only “benefits” I can see are a revenue sharing agreement with which Sky takes a cut from the money received by the Telco’s and that people are put off calling Sky because of such numbers so fewer staff are required which in turn means longer hold times and we’re back to making revenue for Sky again.

You’ll probably try and use the “We use numbers that are easy to remember” but that doesn’t wash either. You’ve changed from 0870 to 0871 to 0845 and now 0844 – not exactly static is it.... As you “rent” 01506 522 xxx you could easily have 01506 522 522 as your number and have had this for the 20 odd years that Sky has been going – Very easy to remember and inclusive for a good portion of your customers.  You’ll also try and say that if I subscribed to Sky Talk that calls to Sky are free, upon checking the web there is considerable debate over this and not something that a lot of people would want to do.

One brighter note is that when I called 020 7705 3000 and expressed my disgust at this, the lady on the other end was obviously getting very frustrated at receiving similar calls and will hopefully make a complaint to her management that the grief she receives is simply unacceptable and that Sky should do the honourable thing and offer an 01/02/03 number for their customers.  

I await your replies with interest but a heavy heart as I suspect that none will be forthcoming (other than an automated one) and any reply is likely to be disappointing.

Yours,

Chris

Just goes to show that they did not read the email I sent as they simply sent a standard template reply:-      

"Dear Chris,

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 5p a minute from a BT landline (9.2p connection charge) at any time.

One option that you may like to consider, if you haven?t already done so, would be signing up for our award winning Sky Talk service.  As part of our Sky Talk packages, customers can call us for free in line with the tariff they have selected

Finally, if you would prefer not to call but require advice or assistance, our Sky.com website hosts a massive range information available to our customers and includes the option to email our customer care team. "

I will post my reply to them later today  

Chris

PS Anybody have a better email as this reply came from help@skycustomersupport.com even though I sent my email to Darroch, Jeremy; Murdoch, James          Feel free to PM me rather than advertise it here

H i Parknook

You've just got the standard reply that all others have I'm afraid.

I sent 3 reply emails to the CRS after receiving the standard rubbish which you can read on about page 60ish.

I only got a reply (from the 3rd email) after sending one to J Darroch so all he appears to do is just get the CSR team to reply.

I did like your emails though.

No reply to my 2nd email as yet.  I'll give them until next Monday and then send another

can i ask about mobile tv, this is the number here 08442411531, is there a 01 or 02 number?

  Love the reply and suggest it become a template for everybody who is asked to fill out a customer survey form for Sky