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    Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

    This is a discussion on Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike within the Sky news and announcements forums, part of the SkyUser Announcements category; Originally Posted by dog-man If fibre and the telephone service are going up in price later in the year and ...

    1. #91
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Quote Originally Posted by dog-man View Post
      If fibre and the telephone service are going up in price later in the year and there are alternatives that are reliable and better priced for the same service level, then I will also look at that and act accordingly.

      I have no complaints at all with the sky phone service and fibre, but I won't pay more than I have to for what I accept as a certain level of required service.
      I've just cancelled everything. Not easy to do and the confusion afterwards is unbelievable as the different parts of Sky start issuing emails/letter.

      I originally intended just cancelling Sky TV as I only wanted Sport and that was (despite Sky's claim) effectively over 55/month (Basic + HD have to be paid).

      I intended asking for their very best offer on BB+LR (20 Mb/sec unlimited ADSL, no fibre here) after looking into alternatives. Elsewhere I could get identical total telecoms service for 166 if paying 12 months up front, Sky's best offer was 100 more so I decided to cancel that as well.

      I then started to receive many emails/letters from Sky each one contradicting the others. The one that amused/annoyed me most was about BB+LN where Sky blatantly said 'Glad you're staying and as a reward we are putting your price up by 30/year'.

      So I'm actually saving over 1,050/year by leaving and the cost I incur as a result are 166/year. Was Sky offering good value for the additional 900/year? I'll leave you to decide for yourselves but it wasn't for me. To put it into perspective that Sky surcharge of 900/year represents 6 years of BBC License Fee's - now that IS good value.


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    3. #92
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Arrgghhhhh...

      I think that you may have done a classic mistake with the Broadband.

      It is always better to sign up with the new provider than to cancel your Sky Broadband & landline. Any migration will then be handled by the new firm and Sky will be cancelled that way.

      By cancelling Sky BB you can put a block on your line.

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    4. #93
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Quote Originally Posted by Scubbie View Post
      Arrgghhhhh...

      I think that you may have done a classic mistake with the Broadband.

      It is always better to sign up with the new provider than to cancel your Sky Broadband & landline. Any migration will then be handled by the new firm and Sky will be cancelled that way.

      By cancelling Sky BB you can put a block on your line.
      That is exactly what Sky recommended (ie place new order with other supplier) and that is what I did. However Sky in their infinite incompetence decided to cancel my BB+LR themselves. So they recommend one thing, which I do exactly as suggested and then implement exactly the opposite. I've talked with CSR's and they are as confused by what is happening as I am.

      I can't wait to get out of this nightmare called Sky.

    5. #94
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Obviously whomever you spoke to has not no idea what they were doing.

      I'd lodge a complaint if I were you and make it clear that any out-of-pocket expenses required so that you can get mobile broadband for any down period is on their expense account.

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    6. #95
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Quote Originally Posted by dms05 View Post
      That is exactly what Sky recommended (ie place new order with other supplier) and that is what I did. However Sky in their infinite incompetence decided to cancel my BB+LR themselves. So they recommend one thing, which I do exactly as suggested and then implement exactly the opposite. I've talked with CSR's and they are as confused by what is happening as I am.

      I can't wait to get out of this nightmare called Sky.
      Have you checked yet whether you require a MAC and if so have you received one?
      If a MAC has been issued a cancellation request should not have been passed to Openreach, at least while the MAC (which lasts for 1 month) remains valid.
      It may however show as a future dated cancellation request on Sky's customer service system.

      When you give the MAC to your future supplier ask them to check your line to ensure there are no tags which could prevent the order from proceeding.
      If the MAC should expire without being used I don't know what Sky's policy is. They could then proceed with the cancellation or they may simply remove the cancellation request. I wouldn't wait for the month to elapse in order to find out.

    7. #96
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Update - I've been in contact with my new BB supplier and they seem to know what they are doing. They confirm they are taking over from Sky on 28/7 and I shouldn't see any disruption of service. They also confirmed they didn't need a MAC. They had swiftly told Sky what they were doing the day after I placed my order. So, as I half expected, all problem lie with poor communications within the Sky CS infrastructure.

      I rejoined Sky in 2007 and I've had no serious problems over the years so haven't needed to ask them to do anything substantive until I told them I was leaving. However that experience has been an eye opener on their CS standards! I'm fairly certain it isn't the individual employees who are the problem but their unwieldy organisation.

    8. #97
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      ...And from the little i've gathered over the past few years, more specifically the preposterously complicated system that call centre agents have to use.

      I've had the feeling on more than one occasion that a tier1 agent really wanted to do something for me, only to detect a certain disappointment in their voice once they'd clicked a few buttons.

      An IT overhaul could put sky at the top of the tree with regards to customer service.

    9. #98
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      They do get quite a bit of training. They are provided with different systems to help them through, but I have to say that recently I've picked up a few threads where some have been struggling to do what I know has been done successfully for others.

      I guess this is where the forums do come in useful as we can give people the necessary tips on who to talk to and what to specifically ask for.

      I know that a few of you have been writing in to Sky to cancel different services, but the latest T&Cs state that this is no longer acceptable. However there is some dispute as to the validity of these for those who were Sky customers before they were last changed.

      I appreciate that all businesses will want to try to keep their customers. There are a few members on this forum who work in Sky's retentions department, so they will have a different point of view and be familiar with what does and what does not work. I don't think that they would sanction what was an 8+ minute phone call where the person behaved like a professional moron and ignored the customer's request.
      Hedgehog1979 likes this.

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      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    10. #99
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      What are you suggesting



      Professional moron and ignored the customer's request
      Disclaimer: The views expressed here are my own and in no way represent the views or policies of my employer.


    11. #100
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      Re: Sky Broadband UK Warns of Forthcoming TV Bundle Price Hike

      Quote Originally Posted by The Realist View Post
      What are you suggesting
      I was referring to this thread: Worst customer service call of ALL time

      Reading a little more on the same story elsewhere, it appears that there is a lot of blame on Comcast, not the employee, on the Internet.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
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