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“Horrendous customer service! - Zero flexibility”

written by zombiezebra on 17/05/2017

I don't normally write reviews as I don't have the time but my story needs to be heard as it demonstrates the incompetence of a) the people who design Sky's approach to customer service and b) the people who provide customer service. Here's the situation: When I first moved to London (2.5 years ago) I was living in a flatshare with two other guys. One of them set up a Sky account and bought one of the broadband packages, but after a year he moved out while my other flatmate and myself remained. We didn't change internet provider at this point - my ex flatmate just gave me his Sky account details so that I change contact and bank account details (as I was the one who paid the bill from that point onwards). However, the account holder's name could not be changed. My flatmate and myself recently decided to move out and called Sky to cancel our subscription. Aside from the fact that it wasn't possible to cancel the subscription online (had to call them instead), when I called them, they (politely) noted that although I pay for the bills and all sensitive information on their website was mine, the account holder still had to call them in order for the cancellation to be processed! When I told them that it's not possible to find the account holder (since we're not friends or somehow related to each other!) and that I can provide all answers to security questions myself their response was that they still need to speak with the account holder. After many unsuccessful attempts to overcome their rigid approach, I decided to try to find my ex flatmate and ask him to call them to cancel. When he called them, they said that in order to confirm that he was the real account holder he had to provide them with information regarding the date of last payment and the amount of money paid (info that was only accessible to me!) which slowed the process down even further!!! Following subsequent communications my ex flatmate managed to finally cancel the account. Nevertheless, this doesn't change Sky's customer service which was just terrible. The whole process required about 5-6 hours and multiple phone calls (6 or 7) in order to make it happen and every time the sky representatives were asked to explain the reason behind their lack of understanding and flexibility their response was that all calls are being recorded so they can't take any responsibility!!! Needless to say that a) they didn't apologize for that and b) bills went up >50% after the first year and a half...Just stay away from Sky and their awful customer service.