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    • 1 Post By coipu

    Line Rental dilemma

    This is a discussion on Line Rental dilemma within the Sky Talk forums, part of the Other Sky help and support category; My dear ol' mum joined in 2009 and has never been charged line rental. It shows correctly on view my ...

    1. #1
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      Line Rental dilemma

      My dear ol' mum joined in 2009 and has never been charged line rental. It shows correctly on view my package but never has been charged. Bless her she is old school and wrote letters of complaint (kept copies) and it was resolved by a Mr P**** D****** chap who reassured her everything was golden, my mum (being ancient) believed him and even wrote another letter praising him and thanking him. She had line training activated and noticed her internet going slowly hence calling in tech support (me) and I find she is still not being charged correctly we are up to around 72 months now of not being charged line rental. She pays her bills on time I feel this is Sky's cockup and they should be liable, I've advised her to try and tell them again that they are wrong but she is awfully frightened of a 1000+ bill suddenly appearing. Anyone heard of anything similar or have any ideas on liability from a legal standpoint?
      cheers


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      Re: Line Rental dilemma

      This happened to my dad & our local water company.

      I noticed after about 18 months & when i phoned on his behalf they said it's policy to only backdate bills for exactly 1 year from the day the mistake was discovered, which is what they did.

      I've no idea if that's law or up to each company.
      I bet this chap knows: Martin Lewis - find out about the Money Saving Expert

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      Re: Line Rental dilemma

      Thanks I shall ask there too!

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      Re: Line Rental dilemma

      OK, long time coming but I rang Sky on her behalf as she was way too nervous. Sky were brilliant to be fair, acknowledged their error put everything right altered the package to get fibre and drop TV. The advisor then said we were not liable for any line rental as it was Skys fault (so I got her name and tag number straight away ) so job sorted.
      gymno likes this.

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      Re: Line Rental dilemma

      Quote Originally Posted by coipu View Post
      OK, long time coming but I rang Sky on her behalf as she was way too nervous. Sky were brilliant to be fair, acknowledged their error put everything right altered the package to get fibre and drop TV. The advisor then said we were not liable for any line rental as it was Skys fault (so I got her name and tag number straight away ) so job sorted.
      I'm pretty sure that will have been a gesture of good will or maybe even sky's own policy, rather than law.

      Nice result.

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      Re: Line Rental dilemma

      If adding fibre has changed the line from WLR to SVBN then this should sort out the problem otherwise the situation may carry on as before. Either way it would be interesting to see how it appears on your Mum's next Sky bill.

      I've known something similar with BT not charging for broadband for eighteen months following a house move.
      BT had been told about it but their only action was to reduce the budget account monthly payments.
      In the end they sent a letter of apology confirming that there would not be any backdated charges.
      That was the trigger to move services to Sky. So much for brand loyalty.

     

     

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