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Sky Broadband Customer Shaken By Poor Treatment

Posted: 02nd Oct, 2007 By: MarkJ
UPDATE: We've yet to see a reply from BSkyB but are pleased to learn that Dawn is now back online after having e-mailed head honcho James Murdoch. Sadly though, there has been no real apology or compensation for her weeks of woe.

BSkyB has mistakenly cut one of its broadband, voice and TV customers off because her postcode had been abused in a "viewing abroad" scandal. Since then Dawn, a single mother, has been spending the past few weeks trying to get reconnected, without much success.

Her full story can be read on our forum here and makes for some very grim reading, to say the least:

By this time I had been worrying myself sick as all I could think was that my personal details had been stolen and if someone was using my account fraudulently abroad then what else were they using? I had a genuine fear that my bank account details may have also been stolen amongst other things. This was the only explanation I could come up with for Sky to wrongly accuse me of viewing abroad.

After a period of again 30 mins on the phone I was eventually passed through to a Steven Clark who said he was the customer services line manager. He told me that there was at present a criminal investigation into a company that had been set up and was currently installing Sky illegally abroad and that my postal code area was involved with this. He gave me examples of different addresses on my road that were being abused.

I was pacified by this story until I walked to the addresses 36 & 41 to speak to them about having their accounts switched off and what we could do about the situation. The lady at number 36 didn’t even have Sky and number 41 were stunned by my story as they still had full Sky viewing and broadband and knew nothing about this at all.

Dawns story then goes on to chart her many varied attempts at gaining reconnection, pointing towards some serious lapses in Sky's ability to communicate both with its own customers and internally too.

Unfortunately, despite Sky's recognition of the fault being at their end, Dawn's situation has failed to improve and now finds that her land line phone has also been blocked:

This now means that all calls I have to make are on my mobile and my son cannot contact me in emergency like today. What have I actually done to deserve all this?? I’m so frustrated/upset/confused by it all.

We hope that giving this tragic story some more publicity will encourage Sky to take action and resolve the problem once and for all. Should sky wish to contact Dawn then they only need drop us an e-mail for the message to be passed on. We hope to have some comment from Sky soon, provided they respond.

If any other Sky customers have found themselves in a similar situation then please drop me an e-mail (here).
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