To whom this may concern,

I am writing with regards to the appalling service I have received from Sky Customer Services.

I ordered Sky See, Speak & Surf through a Sales Representative in Manchester. She offered me a deal I couldn’t refuse.

Installation date was 30/10/2007.

I had not been given an initial contract. I had no information on the Speak and Surf packages. I was advised on the telephone to call in a week if I don’t hear anything. I contacted Sky who advised me that I hadn’t ordered the See, Speak and Surf and I had only ordered Sky TV at £45.00 Monthly.

I had to explain to the agent that I was offered the above Sky package from a Sky Rep. I was transferred to a Broadband agent (Louise ####) to sort out the mess and confusion. She then advised me that the first monthly payment is due on 28/11/2007 £21.68 and in the mean time I was to ring my current ISP for a MAC code. On receipt of this code I was to contact 0870 2420543. She advised me that I would receive a modem within 5 days.

I rang the above number and gave a Sky agent my Migration Code which he then said “That has been accepted and I will shortly receive my modem.”

The first letter I received were from Sky Broadband dated: 9^th November 2007 (copy attached) advising that my equipment had been ordered ???

I then receive a letter from Sky Talk dated: 12^th November 2007 (copy attached). As from 26 November I will be transferred to Sky Talk from BT.

At this point I think everything is going as planned until I receive my direct debit instruction dated: 15^th November 2007. A very helpful Sky agent (Lisa ####) advised me that I am to cancel my Direct Debit with Sky and call on the 31^st November to downgrade to the Standard Package advertised at £19.00 per month. As you had charged me the above £21.68 and a month in advance which came to £62.37. I should have paid £21.00 + £19.00 in advance as I was downgrading. I was only told to advise you of a downgrade at the end of November.

I asked Lisa if I could speak to a Broadband advisor and she was actually unaware I had Broadband. The agent told me that Sky have no equipment in my area and if I was to have Broadband through Sky I would have to pay an extra £17.00 per month as Sky would have to hire equipment from BT?

I have had to cancel my Sky package as I would be paying £19.00 monthly but also paying my current ISP to use their Broadband.

This is totally unacceptable as I was told everything was ok after my initial problems. Now to be told that I will have to pay £17.00 extra, when Sky customers get FREE broadband with their package.

I also had £49.00 taken from my bank account for the Sky + Box to be installed which I want refunded back to me.

I have cancelled my Direct Debit with you so no further payments are debited.

I was advised to inform you that I am still within the cooling off period.

Can you please get in touch with me as soon as possible to confirm what will happen next and what compensation I am due. I will expect confirmation that you have received this letter and are dealing with my complaint.