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Sky claiming someone has multi-room

  • 04-05-2010 04:15PM
    #1
    3rdDegree
    Registered Users, Registered Users 2 Posts: 1,269 ✭✭✭


    My sister-in-law upgraded from standard Sky to Sky+ (with the new HD box). But Sky are claiming that she still has and is using her old Sky box and they are charging her for multi-room. She is only using the new box. She has called many different numbers in Sky many different times and is getting nowhere.

    The guy who installed it claims he cancelled the old sub and wont do any more.
    She doesn't have the new box connected to a phone-line, so I was reluctant to tell her to get Sky to use the call-back function to check the box.

    So, what can she do or who should she call? When she does call, she keeps being told that she needs to ring a different number. Not sure if those Sky calls are premium numbers or not. If they are, this is costing her a fortune!

    Many thanks


Comments

  • #2
    gtg60
    Registered Users, Registered Users 2 Posts: 1,759 ✭✭✭gtg60


    They're local call numbers. Tell her to ring the main number and speak to someone until it is sorted out otherwise she'll cancel. All they have to do is cut off her old card and job done. Make sure she stays on the phone until it's sorted!


  • #3
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    3rdDegree wrote: »
    My sister-in-law upgraded from standard Sky to Sky+ (with the new HD box). But Sky are claiming that she still has and is using her old Sky box and they are charging her for multi-room. She is only using the new box. She has called many different numbers in Sky many different times and is getting nowhere.

    The guy who installed it claims he cancelled the old sub and wont do any more.
    She doesn't have the new box connected to a phone-line, so I was reluctant to tell her to get Sky to use the call-back function to check the box.

    So, what can she do or who should she call? When she does call, she keeps being told that she needs to ring a different number. Not sure if those Sky calls are premium numbers or not. If they are, this is costing her a fortune!

    Many thanks

    If your sister in law Upgraded from Sky to Sky+ she would use her old card. From what you are saying it sounds like your sister in law was already a customer with sky and this installer signed her up as a new customer to get a cheaper deal for your sister and Extra commision for the Installer which Sky class as ilegal. Now sky have on their records 2 active cards at her address. As gtg60 said give sky the old card number and they can cut it off Unfortunatly she might not get back what she has been debited for since she got the Sky+ install. Very Very Messy situation indeed :(


  • #4
    kbell
    Registered Users, Registered Users 2 Posts: 1,248 ✭✭✭kbell


    3rdDegree wrote: »
    The guy who installed it claims he cancelled the old sub and wont do any more.

    Agree with Scaller and to add, only the account holder can cancel their account not an installer, agent, sub contractor.
    Get this clown back and demand he reimburses you what you've lost on the old subscription, then cancel the old sub yourself, baring in mind not to tell Sky why you've ended up i this predicament.


  • #5
    3rdDegree
    Registered Users, Registered Users 2 Posts: 1,269 ✭✭✭3rdDegree


    Thanks guys. That's exactly what seems to have happened. She signed up again. Although she doesn't seem sure herself!

    Thanks again.


  • #6
    PCPhoto
    Registered Users, Registered Users 2 Posts: 6,584 ✭✭✭PCPhoto


    I was going to suggest that she get on the phone to them and tell them she'll cancel it altogether - no point in signing up for a service if they are going to hassle you.


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  • #7
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    PCPhoto wrote: »
    I was going to suggest that she get on the phone to them and tell them she'll cancel it altogether - no point in signing up for a service if they are going to hassle you.

    Did you not read the other posts The customer should have not resigned up as a new Customer and sky are in their rights to take 2 payments if the customer did not cancel her original sub. Again i will say to people that if you think you will get a cheaper deal from SKY resigning as a new customer think again. This woman will probably have no hope in getting back her money form her original sub. SKY are within there rights here.


  • #8
    denis1501
    Registered Users, Registered Users 2 Posts: 494 ✭✭denis1501


    scaller wrote: »
    Did you not read the other posts The customer should have not resigned up as a new Customer and sky are in their rights to take 2 payments if the customer did not cancel her original sub. Again i will say to people that if you think you will get a cheaper deal from SKY resigning as a new customer think again. This woman will probably have no hope in getting back her money form her original sub. SKY are within there rights here.

    You're being very harsh to this poor woman, Jeez!
    She may not have even known she was being signed up as a new customer, the offer to upgrade from 'normal' Sky to Sky + HD is available to existing customers. It looks to me like she was taken advantage of by the installer, simple as that. We need to know how she found this guy. If she rang Sky and booked a Sky + upgrade (NOT multiroom) then she can hardly be held responsible for the actions of the installer they sent round, can she?? She should be reimbursed in full if that's the situation.
    Also it sounds to me like she's being charged for 2 full subs rather than multiroom. I mean, nothing's connected to the phone line here.


  • #9
    abouttobebanned
    Closed Accounts Posts: 6,943 ✭✭✭abouttobebanned


    And since when is an 0818 number a local call?


  • #10
    timmydel1
    Closed Accounts Posts: 66 ✭✭timmydel1


    HI All,
    My parents (in their 60's) were also caught out by pushy installers who were cold calling to houses in the area. They offered to upgrade my parents to HD box and told them about the great picture they would get,trouble is they dont have a HD ready tv !! My dad usually runs these things by me first but was taken in by the great deal and the guy's pep talk and paid money upfront :eek: It was installed the following week.I knew some of the details of the offer and was a bit suspicious that the numbers didnt add up.When I contacted Sky I found out that there were indeed 2 cards registered at the one address and the installer had in fact signed up my mother as a new subscriber? They cancelled the old sub for me and suggested I get hold of the installer for a refund.Ya right ! He's well gone.:mad:


  • #11
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    timmydel1 wrote: »
    HI All,
    My parents (in their 60's) were also caught out by pushy installers who were cold calling to houses in the area. They offered to upgrade my parents to HD box and told them about the great picture they would get,trouble is they dont have a HD ready tv !! My dad usually runs these things by me first but was taken in by the great deal and the guy's pep talk and paid money upfront :eek: It was installed the following week.I knew some of the details of the offer and was a bit suspicious that the numbers didnt add up.When I contacted Sky I found out that there were indeed 2 cards registered at the one address and the installer had in fact signed up my mother as a new subscriber? They cancelled the old sub for me and suggested I get hold of the installer for a refund.Ya right ! He's well gone.:mad:

    Was the guy who resigned your parents the same guy who installed the system. I dont want to be smart with you but usually Installers arrive 1 week after the Door/Door sales rep has signed a new customer.
    The only way you might get some satisfaction is to phone sky and ask them who was the contract company that resigned your parents. Then phone this company and complain I have heard of a case in cork where a company lost its ASA number because they were signing up existing subscribers as new customers.


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  • #12
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    denis1501 wrote: »
    You're being very harsh to this poor woman, Jeez!
    She may not have even known she was being signed up as a new customer, the offer to upgrade from 'normal' Sky to Sky + HD is available to existing customers. It looks to me like she was taken advantage of by the installer, simple as that. We need to know how she found this guy. If she rang Sky and booked a Sky + upgrade (NOT multiroom) then she can hardly be held responsible for the actions of the installer they sent round, can she?? She should be reimbursed in full if that's the situation.
    Also it sounds to me like she's being charged for 2 full subs rather than multiroom. I mean, nothing's connected to the phone line here.


    I am not been Harsh on anybody. She is been charged 2 subs the guy who resigned her was wrong to do it. We also dont know if this guy told her it is cheaper to cancel her old sub and sign up as a new customer which a lot of people are doing nowadays. And kbell pointed out that only an account holder can cancel their Subscription. Either this woman knew what she was doing or she was taken for a fool by the person who resigned her up as a New customer. She could not have got this Sky+ from sky direct because she was sent a new card, If she booked this job with Sky direct she would be using her old card in the Sky+ box. Also i will say that Sky are no fools when it comes to an Address i could not see Sky direct going ahead with a new install at an Address where there is already a Existing subscription. So i reckon that this woman's Address was slightly altered{ Not to confuse the postman}when this sales rep requested a new card from sky. But the main point here is that now she is out of pocket and SKY are well within there rights not to refund a cent. I have come across this problem a lot lately with Sales reps calling to people's doors and resigning existing customers to get more commision and the customer getting a cheaper deal as a new customer.
    Again I say Very Very Messy


  • #13
    timmydel1
    Closed Accounts Posts: 66 ✭✭timmydel1


    scaller wrote: »
    Was the guy who resigned your parents the same guy who installed the system. I dont want to be smart with you but usually Installers arrive 1 week after the Door/Door sales rep has signed a new customer.
    The only way you might get some satisfaction is to phone sky and ask them who was the contract company that resigned your parents. Then phone this company and complain I have heard of a case in cork where a company lost its ASA number because they were signing up existing subscribers as new customers.

    Hi Scaller, yes i should have been clearer,it was a different guy who came to install the box.Luckily I spotted something fishy soon and so the parents were only out about 22euro or so because we cancelled the first sub quickly.Just a warning to others to be vigilant when you get cold calling reps.;)


  • #14
    STB
    Closed Accounts Posts: 5,178 ✭✭✭STB


    scaller wrote: »
    Did you not read the other posts The customer should have not resigned up as a new Customer and sky are in their rights to take 2 payments if the customer did not cancel her original sub. Again i will say to people that if you think you will get a cheaper deal from SKY resigning as a new customer think again. This woman will probably have no hope in getting back her money form her original sub. SKY are within there rights here.

    Sky have a duty of care to their customers.Sky approve these contractors.Sky SHOULD refund the money.This shows the outlaws that Sky will contract work to do. It is their problem to sort out these rogue installers and ensure that the confused and vulnerable are not hoodwinked by people they have contracted to tout for work.If it was a relative of mine, I would advise them to tell Sky to take all the boxes away and good luck.


  • #15
    slegs
    Registered Users, Registered Users 2 Posts: 3,042 ✭✭✭slegs


    STB wrote: »
    Sky have a duty of care to their customers.Sky approve these contractors.Sky SHOULD refund the money.This shows the outlaws that Sky will contract work to do. It is their problem to sort out these rogue installers and ensure that the confused and vulnerable are not hoodwinked by people they have contracted to tout for work.If it was a relative of mine, I would advise them to tell Sky to take all the boxes away and good luck.

    You have a point but people also need to take responsibility for their own actions. I am sure if she read what she was signing up to it would have been clear she was signing up as a new customer which she clearly isnt. I imagine she was even told this by the guy who sold her this deal.

    Ultimately if she was hoodwinked then sky should look after her and deal severly with the agent who they clearly know as they had to pay them the commission.


  • #16
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    STB wrote: »
    Sky have a duty of care to their customers.Sky approve these contractors.Sky SHOULD refund the money.This shows the outlaws that Sky will contract work to do. It is their problem to sort out these rogue installers and ensure that the confused and vulnerable are not hoodwinked by people they have contracted to tout for work.If it was a relative of mine, I would advise them to tell Sky to take all the boxes away and good luck.

    Sky themselves wont know this sales man {personally} who signed up this woman and probably will never know as this whole ASA setup is a Triangle sales system. And as far as Sky is concerned this woman is breaking the terms and conditions of her agreement. The Guy who sold her Sky could be at this moment selling Broadband or insurance to a differant customer. As i said in a previous post this woman should ring sky and find out through her contract number the company who's ASA number was used to order a card then ring the ASA company and complain to them and demand them to pay her back.


  • #17
    Tarabuses
    Registered Users, Registered Users 2 Posts: 741 ✭✭✭Tarabuses


    scaller wrote: »
    Sky themselves wont know this sales man {personally} who signed up this woman and probably will never know as this whole ASA setup is a Triangle sales system. And as far as Sky is concerned this woman is breaking the terms and conditions of her agreement. The Guy who sold her Sky could be at this moment selling Broadband or insurance to a differant customer. As i said in a previous post this woman should ring sky and find out through her contract number the company who's ASA number was used to order a card then ring the ASA company and complain to them and demand them to pay her back.

    She should report them to the guards. She was the victim of a confidence trick and, ultimately, theft of her money.


  • #18
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    Tarabuses wrote: »
    She should report them to the guards. She was the victim of a confidence trick and, ultimately, theft of her money.

    Report who to the Guards. We dont know if this woman knew that she was defrauding Sky by signing up as a new customer. It is wide spread lately Existing customers resigning up as new customers just to get a cheaper deal from sky. What has happend to this woman has happened to lots of people who now find themselves paying for an old sub and their new sub. If this woman was duped by the Sales rep into resigning then this Sales rep should be held responsible and be forced to pay back this womans money.


  • #19
    Tarabuses
    Registered Users, Registered Users 2 Posts: 741 ✭✭✭Tarabuses


    scaller wrote: »
    Report who to the Guards.

    The ASA company once discovered, not the woman who was conned. I don't think you read my message properly.


  • #20
    St Senan
    Moderators, Regional South East Moderators Posts: 3,585 Mod ✭✭✭✭St Senan


    Tarabuses wrote: »
    The ASA company once discovered, not the woman who was conned. I don't think you read my message properly.

    I did read your reply properly. But again we dont Know if this woman was conned or weather she knew she was resiging as a new customer.


  • #21
    Kristopherus
    Registered Users, Registered Users 2 Posts: 11,907 ✭✭✭✭Kristopherus


    Op, Did your sister-in-law not get a copy of the document she signed ??


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