Sky TV

My contact was not actually with Sky TV. I wanted to contact Sky Broadband, but I found it very difficult to contact them and Sky TV was the first point of contact I managed to make (via email).

They eventually identified themselves as Sky Help Centre. It's been going on for several days and looks like still having several more days to go. There has been a long list of emails and one phone call made to me. All communications have been very polite but the phone call in particular was difficult to understand due to poor English.

Inintially I got the impression that they were fobbing me off, but I strongly persevered and it looks like we may eventually reach a conclusion. Fingers crossed.

How do I fix a technical fault? Im really getting annoying about this.

I cant talk to anybody or nothing. Nobody is helping me.

Cursor keeps coming up, then keeps cutting off most days. Now, very dissatisfied this is happening most days. It's not the weather.

I am frustrated as I have been constantly sent automated messages. I can't ring the dept as there isn't a telephone number. I was told this by the complaints department.

Mr Kamlesh patel , no 151 christchurch ave, harrow, middx. Ha38ns .

Uk989@***.com/0795622****

Sky complaint

Acc no 624995****55

Original amount £103

Ccs payment ref 2439****

21.05.25

I would like to make an official complaint to sky :

I received a letter dated 29 march from a bailiff company for an amount due to sky for £103 , i have phoned CCS Collect on 7 april 2025 and spoken to "Diana".

I explained that i am not a sky customer Nore have i been a sky customer . i have been a Virgin customer for many years now therefore i have no relation to this demand and know nothing of it . she asked for my address and contact number and email as they did not have these and updaed accordingly.

Diana explained to me this potentially could be fraud and therefore i should call SKY ACTION FRAUD on 0300 123 **** which i did , i spoke to RAJA who took down the particulars. They gave me a CRIME REF NUMBER = NFRC250407****32 and have reported this to the national fraud bureaux.

Diana has put this on hold for 14 days whist it is looked into.

I then tried calling SKY as Diana had advised on 0333759**** but the call operator hung up , i tried again and spoke to an operator who could not patch me through to the fraud dept and wanted to know what my password on the account was. i explained that i don't have a password as i have not set up any account . He then gave me a phone number and an email to contact. The details were incorrect though

I then went online and found a number and called 0333 202 **** and spoke to Martin at the sky new sales team who was very helpful and again took all my details down and put it down as an application fraud, he sent the email to the RISK & INVESTIGATIONS TEAM" based in Scotland.

He said they do not have a contact number but they will contact me direct to discuss once they review the email.

I then spoke to Diana at CC Collect again! At 3pm on 8.4.25 and advised her i can not get hold of sky risk dept as i dont have an account or password so cust service cant pass me through security and also cant pass me onto the risk team as there is no direct internal transfer or contat number for them. I also gave diana a crime ref number. i told her to put the conversation in my notes under the bailiffs system.

She told me ccs collect will try to get hold of sky . Also i told her that now that i have given her my details , i am receiving demands by ccs collect so to stop as the account is on hold. She told me the account will be on hold until 21 april and to contact them then . She also gave me an email address from ccs collect as the one i had responded to kept bouncing back .

I have also copied in data incidents at sky who never responded back.

After not hearing anything back , I emailed ccs collect again on 25 april 25, I advised them tht I had been trying to get hold of the risk team unsuccessfully , there was no response so I again chased on 15 may 2025 by email.

On 21 may 2025 I received a text message from ccs collect (bailiff) to say they had an update and to respond to the text saying yes so they can contact me to explain over the phone again no response call received after saying yes. I then phoned them on 21 may 2025 I have spoken to Diana today at ccs cust service as ccs were supposed to call me yesterday but didnt. She mentioned the outstanding balance was £141 which is incorrect and the balance on the email trail below is £103? Why is there a difference when the account has been put in hold all this time?

I was advised by Diana that the sky team has asked for me to call them on 0333 759**** risk team .

And will put the file on hold for another 14 days .

I have called the number which i have also called in the past. i spoke to an agent called Sagar who ADVISED ME THE RISK TEAM IS A BACK OFFIC TEAM AND DONT TAKE CALLS! And also dont have a specific number to call either. Note , i have tried calling them in the past (as per the email trail below) and been told the same and also been told they will call me back direct after giving my contact details however they fail to call and can not be reached either.

I called ccs to explain this and spoke to Andrew - he explained the £141 balance is with an additional £38 addended on 15 may .

Although file was on hold , sky added the additional amount on .

He asked me to call a fraud number 0333 755 **** which I did and find the number is invalid!

As it stands I cannot get through to the sky risk team and have left messages via cust service fir them to get in touch with me but they never do , meanwhile they are racking up charges on this account.

The above is a details timeline of events. and my complaint is this

I have been a virgin customer for many years and have no services with sky. Sky has not set up any direct debits and do not hold any bank details for me, sky do not have a contract to provide any services to me and didnt even have my details until I gave them to the bailiff. sky have never delivered any hardware to me to use and I have no usage data on my account ..

after speaking to sky customer services, I was advised that potentially someone may have used my details maliciously through a data breach as an example to open a sky account which is concerning as I would assume sky would do validation checks which clearly failed. The customer services also told me the outstanding amount relates to a sky stream service and also at the time a phone or some hard wear were ordered but NOT sent out by sky . I have reported this already to action fraud and advised the bailiff and sky cust services and also asked many times for the team to get in touch with me although I am not sure what more I can tell them . I have now also resorted to taking this to social media along with this complaint as I am fed up with the lack or responsibility of sky in not dealing with this quicker and making themselves available and transparent.

to make matters worse . sky have now started adding on monthly subscription fees on top of the original amount yet fail to communicate and recognise this is a fraud account that was not used or actioned.

I would like someone senior to get in touch with a resolution as well as an apology for the harassment I have received for not even being a sky customer!

K patel

I owed Sky money, £109.00, paid the money to BPO. Now I have now paid Sky the money I owe. I would like to be reconnected, please.

Sky services reduced. The bank had an amount of £210 pending, so I assumed it would be paid.

I have a disability and am in one room to watch TV 24/7. I also had fraudulent activity with scammers, which could have messed up things. I have my PIP payment going into my bank shortly, so please resume services straight away. I need the landline for emergencies and live alone, so this is my lifeline.

I stay in one room 24/7 and am desperate for the service to be restored. Can you help please?

Get our broadband to work; it's been off for over a day now. I wouldn't recommend Sky broadband to anybody.

Can't find the app for the Berlin Philharmonic to which I've subscribed, and so can't watch it on my TV because I can't find it on the Sky app menu and can't find a way to search.

The issue been resolved on this platform but sky still asking me for the payment of £116. 60, this i don't understand.

If you can get in touch with urselves and sort out this issue and u can stop sending the message to email. Thanks for your understanding.

Because my bill,I was told it will be 24 and now your saying it's 31 and I was not told and the payment day should be on the 18 because that is when I have money in my bank I don't have any money in my bank account right now I have tried to speak to someone on the phone and all it keeps doing is telling me to go on the sky app and the phone goes down and it made me mad

2 nights with no sky boxes working , very slow broadband speed .

No out of hours number using data now instead of wifi.

Repeatedly reported issues to you and get nowhere since paying to upgrade our package.

I'M STILL WAITING TO TALK TO SOMEONE FROM CUSTOMER SERVICES . I JUST WISH TO TALK TO SOMEONE FROM SKY CUSTOMER SERVICE PLEASE

I was told that Disney+ was free with my glass, but it happened it was not until I spoke to a customer service representative this morning who explained that I was misinformed and was really helpful. He managed to, however, build my confidence again, and that is a plus.

Unable to get what Sky offer with VIP just doesnt work just another Sky scam for more money out of you total discrace