What's Sky customer service like these days?

[Gladstones]

I believe they treat you better, regardless of the supplier if you have a reasonable attitude. No one wants to go to work and get stressed out with attitude customers. We should not have to wait for ages on hold, for an engineer to visit or sort out the bill. Business is extremely competitive and no one wants to pay for instant service. My doctors surgery have removed several "I demand patients" for being awkward during their increased workload.

I only use customer services once a year when I renew my contract
Never had any problem with VM as their broadband is the best in my area 10/10

 

[RichardCoulter]

People have every right to be angry at poor service and a professional should be able to deal with this in a proper manner.

As I said, it's impossible to speak to anyone at Virgin Mefia via any medium. This is a copy of a post detailing what happened when a customer tried to speak to them via live chat about a billing issue:

So, for the past two years I have not been able to log into my account to view my bills.
VM cancelled the direct debit after just once there was some mishap and a payment did not go through, so VM cancel the Direct Debit. I then try and log in to sort out a new direct debit, but cannot so we go around in a loop for 2 years of 'you are being charged £7.50 for late fees because you have not payed your bill WOW So I cannot even see a bill, I cannot login to see it, the password/account reset does not work and trying to speak to the useless clowns who are in some country where they cannot even speak English and speaking to them is like talking to a brain dead moron. I have sent numerous information via 'online chat' and get nothing but being bumped into a queue to wait and wait and no one ever shows up.

Here is the Dialogue: This is what passes for support. All I want to do now is Leave and cancel everything I have with this horrible company who do nothing but lie and feed you BS.

Check this out. This is only one of the many times I have attempted to sort this out:
Okay, we’ve got your query. We will be with you as soon as possible. However, please be aware that replies from this service are not immediate, allowing you to get on with your day
You at 10:44, Dec 5:
Hi, I recently contacted VM regarding issues I have been having logging into my account that has been ongoing for years. VM said they needed my password and they sent a letter to me with my password enclosed. I now have the password and can give you the password so we can proceed with security measures. Thanks
Sadiya at 13:14, Dec 5:

Hello, You're speaking to Sadiya.
I am sorry for the long wait time that you had to experience in the queue.

I see that you have contacted us with regards to online account. Please be ensured that you have reached the right person and I will help you with your query today.

I can certainly help you today, before we continue can you please confirm:
**Your Account Number
**Your Full Name
**Are you the Account Holder?
You at 13:36, Dec 7:
account number is: ######
Area reference: ##
Name:#######
I am the account holder
You at 14:02, Dec 7:
Hi
Carmel at 14:14, Dec 7:

Hi you are connected to Carmel from the Media billing team. Hope you are doing well.
Sorry you've had to wait to get through to us, we've been busier than usual as we are working with limited capacity. Thanks for your query. How may I help you today?
You at 14:15, Dec 7:
I have been having problems trying to login to my user accounts in VM. I have tried to resolve it and had to have a letter sent to me with my password details and was asked to come back to VM and provide the password
to prove I am the owner of the account
Carmel at 14:16, Dec 7:

Thank you for getting back, I can certainly help you today, before we continue can you please confirm:
**Your Account Number
**Your Full Name
**Are you the Account Holder?
You at 14:17, Dec 7:
account number is: #####
Area reference: ####1
Name:#######
I am the account holder
Carmel at 14:25, Dec 7:

Thank you for the above details Stephen, kindly stay connected while I have a look into you're account.
You at 14:25, Dec 7:
thanks
Carmel at 14:36, Dec 7:

Thank you for staying connected. Before I proceed further may I take the 3rd, 6th and 8th characters of the secure password please? The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details.

Carmel has sent you a Secure Form: [Cable] Security answer request
You at 14:36, Dec 7:
ok
Carmel at 14:38, Dec 7:

Thanks, that's correct. Let me have a quick look at your account and I'll be right back.
You at 14:39, Dec 7:
ok thanks
Carmel at 14:43, Dec 7:

Could you please confirm if you are at the property right now?
You at 14:43, Dec 7:
yes
Carmel at 14:47, Dec 7:

Thank you for confirming Stephen, I will now be transferring the conversation to our technical team who will help you resolve the query.

Request you to kindly stay connected.
You at 14:48, Dec 7:
thanks
Carmel at 14:48, Dec 7:

It’s been lovely speaking with you today Stephen, look after yourself and stay safe.
You at 14:48, Dec 7:
thanks
Info at 14:49, Dec 7:
You’re now in a queue to speak to someone who can help. Our team is available every day 8am – 10pm. We aim to respond within 4 hours, but this will take longer if you’ve contacted us outside of our opening hours.

We will respond to you.

To help us help our most vulnerable customers, please only phone if your query is urgent.
You at 15:22, Dec 7:
Are they going to repsond to this chat or by telephone? I only want my email account resolving so I can log in and then I want to terminate my contract with VM and leave
it's no big technical issue
I just cannot login to my email account
I've tried that pathetic system in place of inputing name, account details and bill details but without bveing able to get into my email to view my bills how am I supposed to be able to see the bill amount?
I've tried that pathetic system in place of inputing name, account details and bill details but without bveing able to get into my email to view my bills how am I supposed to be able to see the bill amount?
I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue?
I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue?
You at 15:30, Dec 7:
I have been going around in a loop trying to get this reolved and now I supply my security details and then placed in another queue?
You at 16:04, Dec 7:
I'm writing to your head office about this abysmal service
So I'm supoosed to just sit here for 4 hours or more on the off chance that one of your team can be bothered to contact me
I've already been in touch with this support channel a few times and it is one big circle jerk with nothing being done.
Absolute terrible support of taking details answering securty questions and then just dumping user back intoa quue so the whole process can start again and again and again and again
You at 16:51, Dec 7:
I want the name of a manager there and I want him to contact me about the abysmal 'support'
You at 17:56, Dec 7:
So let me get this right! Virgin Media's idea of support is to respond to someone, take their security details and then just dump them into another queue after absolutely no attempt to resolve the issue or even ask what the issue is? 3 hours later and still no reply from a support staff. This is not customer support at all and should not be called such.
You at 19:09, Dec 7:
over 4 hours. I kept to my side of the bargain and waited as requested and as I suspected no support staff bothered to contact me. PATHETIC SERVICE
Completely wasted my time over and over and over again.
I WANT TO SPEAK TO A MANAGER BECAUSE THIS IS JUST NOT GOOD ENOUGH.
Conversation closed by you at 19:10, Dec 7:
You at 19:23, Dec 7:
So as soon as I close the window I get a 'hi how can I help you today' and we start the whole process again? Just get mne to someone who can end my contrac
and then bunged me into the same queue all over again
ABSOLUTELY PATHETIC

 

[RichardCoulter]

I have had to split this in two, as the conversation was so long, this forum wouldn't accept it!

Virgin Media you are a gang of lying, thieving time wasters and the sooner the better I am away from you. NEVER AGAIN VM.

So after all that I'm just bunged back into a Q and told to wait up to 4 hours and NO one gets back and then tomorrow will be the same and the same thing will happen over and over and over again. Virgin Media deserves to go under.
What is ironic is that they tout themselves as a communications company and yet trying to get hold of anyone to resolve the issue is impossible. I think the oly solution to this is not pay my bill, let them cut it off, go with someone good like Sky or BT and when VM send me the threatening letters asking for payment I go to court with them and blow them out of the water with all the printoffs I have of me trying to end the contract. THE ABSOLUTE WORST COMPANY IN THE WORLD.

As you can see, this customer started off being polite and then gradually lost his temper. I see they are trying to use Covid as an excuse, but this deterioration in customer service has been happening for about 2 years and got steadily worse.

I hope that you can now understand why people do ose their temper and that it's perfectly understandable.

 

[Channel Hopper]

Rather than clutter up this forum with third party quotes , you could have simply posted the link to where you hang out with other disgruntled clients of Virgin Media

This is what passes for support at VM - Cable Forum

This is what passes for support at VM Virgin Media Billing Issues

www.cableforum.uk

What exactly do you want from other members of SatsUK, beyond the above responses ?

 

[TJExcalibur]

Rather than clutter up this forum with third party quotes , you could have simply posted the link to where you hang out with other disgruntled clients of Virgin Media

This is what passes for support at VM - Cable Forum

This is what passes for support at VM Virgin Media Billing Issues

www.cableforum.uk

What exactly do you want from other members of SatsUK, beyond the above responses ?

Maybe this lady has the right idea.

​

Yesterday, 17:36 #4​ pip08456 Sad Doig Fan! Join Date: Aug 2007 Location: Barry South Wales Age: 64 Services: Now back with VM for BB & phone. 50Mb service. Posts: 9,772 Re: This is what passes for support at VM Why don't you just ring in and select the thinking of leaving us option? https://www.cableforum.uk/board/newreply.php?do=newreply&p=36061396​

 

[Gladstones]

it’s confusing to discuss the customers services of companies on this forum.
don’t understand all of the complaints about VM i was so curiousI & called them they picked up in 15 minutes (free call) answer my question and they speak English.
Then I reset my VM password and it was successful took 30 seconds.
open my account checked my bills
Logout
Hmmmmm

 

[RichardCoulter]

@Channel Hopper I see we're back to the acerbic/snide comments from you again. The reason I didn't post the link was because some forums don't like other forums being advertised on their forum or it's considered rude.

What I am seeking from this thread was clearly explained in my first post.

@TJExcalibur As was explained further down the thread (and in my first post) people have obviously tried that method first. Customers are left on hold for up to two hours and then often cut off. Don't just take my word for it, do an internet search, (that poster is male btw).

@Gladstones55 Are you suggesting that all of the horror stories all over the internet are simply made up or imagined?

Apparently, there is a technical issue with some customer accounts. This only affects certain customers and clearly isn't affecting you (or me for that matter).

I doubt that Sky could be as bad as this, but need to be sure before entering into a contract with them. I have no intention of being treated like this by any company ever again, i'd do without pay TV first.

 

[PaulR]

Presumably you're going with $ly because of the programmes they have that you used to get through Virgin? If so, which ones? Are the ones you want available on a Now box for instance? Then you can f*ck them both off and just go with Freesat or Freeview.

 

[RichardCoulter]

Thanks for the useful suggestion. I've actually already done a channel audit and found, like most people, that most of my viewing is of FTA channels. My plan is to go with Sky to get the installation of the dish & cabling for £10 max as opposed to £160-£200 by having it done myself. I would also get new customer discounts and a discount for taking phone, BB and TV.

Then, unless Sky make me an offer I can't refuse, I intend to buy a Freesat or generic satellite PVR. The odd time that I want pay TV could be satisfied, like you say, by dipping into Now TV. Now TV staff are a bit simple IMO and only speak pidgen English, but they are polite, do respond to customer interaction and can handle simple queries (i've used them in the past to watch Sky Atlantic material not available on Virgin Media, so that will be another saving).

 

[PaulR]

I have a Now box which I basically use for its catch-up capability (iPlayer, ITV Hub, etc) and the odd occasion for $ly Cinema if they have an offer. I can't think of a time when I've had to use their phone staff and TBH the only problem I have is when I try to login on my laptop. It frequently takes half a dozen attempts before it'll go through.

Another alternative, possibly, is a Youview box and the pay channels offered by BT or TalkTalk. I say possibly because I really don't know what they offer in the way of channels. I even think that my ISP EE offers some channels somehow or other.

 

[RichardCoulter]

I don't think that you can phone Now TV, I believe that it all has to be done via Live Chat. Cheers, i'll check out BT TV (I think that they do a Now TV option where the channels can be recorded!) and will also take a look at TalkTalk

Yeah, I have also used Now TV for Sky Cinema too as it's much cheaper than Virgin Media. The other month Now TV gave me a free month and there was only a handful of films that I was interested in and I didn't particularly enjoy any of them!

 

[Channel Hopper]

It appears your mind is already made up

Which is better Sky Q or Sky+? - Cable Forum

Which is better Sky Q or Sky+? Sky TV, Sky+ & Sky Q

www.cableforum.uk

So again, what is your point ?

 

[Gladstones]

Full sky / freesat dish kit cost around £35
How come cost is 160-200. Just need to make 4 holes to fix it.
catch up is available on any smart tv free of cost.

 

[Gladstones]

It appears your mind is already made up

Which is better Sky Q or Sky+? - Cable Forum

Which is better Sky Q or Sky+? Sky TV, Sky+ & Sky Q

www.cableforum.uk

So again, what is your point ?

I think most of us are still trying to understand the POINT.

 

[Gladstones]

Research reveals the top countries where customers complain about customer service the most. There are some interesting surprises.

In first place came Sweden with 41% of customers saying they had made a complaint in the last 12 months, next came the United Kingdom with 36%, Australia 30%, Canada 26% and the USA with 23%.
The research was carried out by NOP World as part of it’s annual study of customer attitudes.

 

[RichardCoulter]

@Channel Hopper The point of my question is to ascertain whether Sky customer service is as bad as that of Virgin Media before signing up to a contract. All you are doing by searching for things to try and stir things up and by being sneery/unpleasant is put me off from using this forum.

Is this because you are aware that i'm disabled and you think i'm an easy target? Is this in retaliation because, after the first time you tried doing this, you were admonished by your colleagues? Is this simply a reflection of your personality?

 

[RichardCoulter]

@Gladstones55 It's what's been quoted to supply & fit Freesat on my property.

 

[jeallen01]

@Gladstones55 It's what's been quoted to supply & fit Freesat on my property.

Might be a lot cheaper if the dish could be fitted at around head-height from ground level and yet still have line of sight to Astra 2 @ 28E as that would not involve any "work at height" activities and thus no "special kit" like ladders, helmets, harnesses, etc., - and it would be a lot quicker to install in most cases.

Don't forget that the required line of sight is around 23-26 degrees above horizontal in the UK, and thus, even though the dish itself is generally mounted to appear as if it's "horizontal", it can still actually "look" over surrounding buildings and trees etc.

That's how all my ("too many"!) dishes are mounted, and I can get Astra 2 on a dish mounted on a pole at a height of about 4ft from the ground as that then "looks" over the adjacent 8ft high garage about 5 ft to the South East of it.

 

[Channel Hopper]

@Channel Hopper I see we're back to the acerbic/snide comments from you again. The reason I didn't post the link was because some forums don't like other forums being advertised on their forum or it's considered rude.

@Channel Hopper The point of my question is to ascertain whether Sky customer service is as bad as that of Virgin Media before signing up to a contract. All you are doing by searching for things to try and stir things up and by being sneery/unpleasant is put me off from using this forum.

Is this because you are aware that i'm disabled and you think i'm an easy target? Is this in retaliation because, after the first time you tried doing this, you were admonished by your colleagues? Is this simply a reflection of your personality?

Not at all, the rules of this forum are such that even a simpleton can understand, with moderators raring to correct the odd faux-pas and give timely advice or warnings.

I suspect your hesitancy might have a deeper origin

Cable Forum - View Single Post - Virgin Media Closing Albert Dock

Virgin Media (ex ntl & Telewest) Customer support and community forum

www.cableforum.uk

There are at least a couple of hours of questionable reading within that thread, historic form, not only for being both disruptive and insensitive, but then rolling over to play the victim, as you have now chosen to do on this forum.
It was you that commenced with 'acerbic'/'snide'/'retaliation'/'sneery'/'reflection of your personality' when responding to questions on www.satellites.co.uk.

I will let the moderators decide whether you are a simpleton requiring guidance, or someone that has no place here.

 

[Gladstones]

@Gladstones55 It's what's been quoted to supply & fit Freesat on my property.

If that much they charge for freesat I think it’s a rip off unless they have to go above the roof line
I seen freesat /sky dishes mounted 1 feet above ground if the line of sight is clear.