Hi there, i want to 'downgrade' my sky package, and only have the 08442 411 333 number. Sorry if its been posted before but is there a 'free number' alternative to this, many thanks

I've just contacted Sky using the above link and I needed my viewing card number OR my account number, not both - this saved me waiting for my Sky magazine (which I never read anyway, does anyone?)

Julie

Greetings one and all,

I have registered today so I can share this with you, and hope a few of you can put it to good use before Sky stamp it out.

I have a problem with my Sky+HD box, and it's time to get an engineer out, which of course meant I anticipated 30 minutes of telephone hell whilst Sky New Delhi forced me to go through every method of resolving it the problem that I have already tried and failed with.

I checked in here to see if there were any current working numbers, and there aren't so I thought I'd have one go at the 020 7705 3000 on the previous page. I think I got the same very frustrated, very bored lady who tried to make me dial the 0844 number. She flatly refused to transfer me to the technical services people, and said that she couldn't do it.

Then she told me that she was the switchboard operator at the building that housed the News studio, Corporate Affairs and Viewer Relations. I suggested she put me through to the Newsroom, so we could go public about Sky's lamentable customer service and policy of corporate theft by forcing customers to pay money to complain. She wasn't keen on that suggestion for some reason, but she then offered to transfer me to Viewer Relations. I accepted, having nothing else (like watching TV) to do, and was duly put through, with no delay/queue whatsoever.

This took me a little by surprise, but seizing the moment, I told the lady that I wished to report a fault with my service and would she therefore please transfer me to the technical dept. (Point to note... I didn't ask her in a manner that suggested she'd be doing me a favour, I asked her as though it was the most natural thing in the world for her to do)

Guess what? Yes, that's exactly what she did.

It was of course in New Delhi but the gentleman to whom I spoke was more than reasonable, and when I told him I did not wish to go through all the 'fixes', because I'd already done so, he was fine, and booked me an engineer visit without further ado.

And the call didn't cost me a penny.

So folks, 020 7705 3000, ask for Viewer Relations, then asked to be transferred to technical help. And don't let them tell you they can't do it, because I assure you they can.

Good luck.

I have just been 'upgraded' as my son's broadband usage has rocketed from playing Call Of Duty on line. Not a problem, it's only a fiver a month - he can wash my car!!!

During my conversation with Sky (went through the main switchboard number - thanks guys) to confirm my usage and had to accept that we are now doubling our 10Gb download capacity. We now have unlimited downloads and a speed of up to 20Mbs - wow!

I asked when I would notice a difference, she said that she could do that there and then. My download connection speed jumped from 3 to 5 meg. Fan-flipping-tastic, I thought.

Two things then struck me....

1, Wasn't I on the up to 10Mps package before, so why wasn't receiving the 5+Mps connection speed previously - we all know that it's rationed, so there's a simple answer to that.

2, As I had to ask for the 'upgrade' in speed to be actioned and told that it wouldn't have been done if I hadn't asked, I asked the question, "what happens if the exchange or line are upgraded by BT?". I was told that I would have to monitor for this (how? I don't know) and call in for Sky to upgrade.

Not being happy with this, I asked for someone to contact me with an answer. I was left a voicemail stating that 5Mps was the maximum - full stop.

As that wasn't the question I'd asked, I settled down for what was an hour and a half phone call which took me via the switchboard, to Livingstone, then to Belfast and finally to somewhere in the 'West Country'. Funnily enough, I had a different story from each person that I spoke to and not one of them answered the question.

Within 30 minutes of the call ending, I received a call (as promised) from the manager of the Customer Solutions Team, Steve Franklin. He appeared to be a nice chap and apologised for the BS that I had been given. I was surprised to be informed that he expected me to be able to receive a speed in the region of 15Mps (there are people coming off my exchange and getting 17+Mps).

The reason that I couldn't get that speed was because of noise on the line. He booked a BT engineer to check the line out.

Had BT knocking on my door on Monday after I had insisted that the exchange was checked first. The engineer said that he had been told by Sky that my line was 'dropping'. He checked my line and said he was happy that it had a level of around 7db - much better than needed. He said that the degradation from the exchange was around the 2Mps that he's expect and there was nothing wrong.

I queried what he had said as Sky who are 150 miles away from the exchange say that there is 20Mps there. The BT engineer confirmed that it was only 7Mps and that to be on more than 8Mps it would need to be an ADSL2+ line and it wasn't.

Feeling a little angry, I called the Sky switchboard and asked for Steve Franklin, I was put through to EasyNet, these are the guys who really run Sky's broadband as I had spoken to them before. They gave me Steve's direct number (0207 032 6343). When I spoke to Steve, he just blamed BT's testing equipment. A subsequent test by another BT engineer revealed the same results.

Yesterday, the call was escalated to Dunfermline and I received a call from Kenny, who from 400 miles away was so confident that the exchange was receiving at 20Mps, but it couldn't handle it so was only sending out the 7Mps, which it could. I explained that I had been informed that Sky were claiming users with 17+Mps through the same exchange. He changed his story and is again blaming my line, which incidentally has been given a clean bill of health by BT.

I'm sure that it would be easier (and cheaper) to change provider, so why am I battling with Sky????

It's time to call them again - better put the kettle on first and make a brew.

Two answers....

Yes, the switchboard put me through to Livingstone, I'm not saying it was easy. And yes, I was given the 0844 number several times. I think I asked to be put through to whoever was in charge before I finally got transferred.

I have posted the direct number for the manager of the Customer Solutions team 0207 032 6343. Can you call it and verify it. The chap is called Steve Franklin. It should be a help to anyone with broadband issues.

Secondly, I'm happy (or would have been happy) with my 5+Mbps speed had I not been told that there are others going through the exchange and receiving 17+Mbps. I'm beginning to doubt this as BT have checked the exchange and no other provider will go above 6Mbps. There is also the issue of having to ask for it!!!


It's the attitude of the people at Sky and the different excuses that each will give that bugs me. The only way to get a resolution is to get through to the guys at EasyNet as they are the ones who control Sky's broadband. Unfortunately, you have to jump through the hoops to get the call escalated that far.

This freephone worked straight away today no problem 19 Feb 2010 = 0800 0466432

eallin wrote on Feb 22^nd, 2010 at 7:06pm:



YEP - worked brilliantly!  Apparently, this number is -

Customer Services Account Management

You may get either someone in India or in Scotland or in Leeds - but ALL of them were very helpful - and answer INSTANTLY (after an automated voice-activated security message you have to complete)

rod2409 wrote on Feb 24^th, 2010 at 12:45pm:

rod, Sky monitor this site all the time. I know because I have listed numbers only to have them removed from service within a day or so and replacements don't last long either.

If you look at the entries for BSkyB, you will see direct numbers for senior people found elsewhere on the internet. I have never sought to misrepresent these numbers as being for customer services or some other department; it is clear that they were direct numbers for these people. It is clear that people within Sky do not wish to speak to customers.