Didn’t even make it to being a customer and I’m still infuriated and bamboozled! I have never had such a baffling experience as a customer as I have over the last 4 days with Sky broadband. Signed up via topcashback plus £80 voucher. Less than 24hrs later the voucher increased to £110. I was going to leave it but spoke to customer services who said it was fine for me to cancel my contract and sign up again in my husbands name. I triple checked it would be ok and then they cancelled my contract. Since then I’ve not been able to resign as my home address is now in some form of Sky purgatory, indefinitely and it won’t let me sign up. I have spent hours on the phone, trying to explain, they keep telling me it’s to do with the 3rd party website (it’s not). Eventually spoke to cancellations again (I was on the phone for over 1.5 hrs being passed from pillar to post) who said there’s an account but no active services,basically it’s dormant (I never had anything installed, never received a router, never had a bill) I was never really a customer. I asked if I could speak to a manager, but was told I’m not a customer, but yet I can’t sign up/get the decent deals because I am a customer?! Make it make sense. Apparently my data (home address) will be deleted inline with their data retention and destruction policy. They have to hold data for a defined period of time to meet regulatory obligations. If only their staff were informed of this so they didn’t give out incorrect advice. So I didn’t even make it to being a Sky customer and yet still managed to waste a few hours of my time, lose my sanity and my will to live! Maybe I’ve dodged a bullet. By the way, they also seem unable to escalate anything to a manager for some reason but they’re obviously doing ok as they don’t seem bothered about losing a customer who was about to sign up for 2 years who will now be signing up to a competitor for 2 years.
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