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You are now connected with Sagar.
Sagar: Hello, you’re chatting with Sagar, a Sky advisor, may I take your name please?
You: Emily Peasgood
Sagar: Hi Emily, How are you today?
You: Is this a real person, or a machine?
Sagar: Real Person.
You: Can I verify that please?
Sagar: I’m not sure what you mean.
You: If you HAD to have one of the following afflictions, which would you choose and why: a. a boiled egg for an eye or b. nasal hair down to your naval that you could not trim or disguise?
Sagar: Excuse me?
You: It doesn’t matter. You pass the test. Real.
Sagar: What brings you to chat with us today?
You: I would like to downgrade if possible, and there doesn’t seem to be a great deal of options to do this myself online. I would like to find out what the cheapest sky package is for TV. Just the basics. And how much it costs please.
Sagar: I will certainly help you with that. Emily, Is there any reason that you are looking to downgrade your package?
You: It’s too expensive, I pay almost £75 a month for all of my sky products, and I don’t use them.There is little point paying for things I don’t use.
Sagar: Oh! Ok.
Sagar: I can understand your concern Emily.
Sagar: I would need access to your account first in order to advise you further. Can I ask you some security questions please?
You: Of course.
Sagar: Thank you.
Sagar: Are you the account holder?
Sagar: Please confirm the full name/surname for the account along with the home address including postcode.
You: My account number is xxxxxxxxxxx
You: Full name: Emily xxxxxxxxx
You: Address: xxxxxxxxxxxxxxxxxxxxxxx
Sagar: Let me access your account
You: thank you
Sagar: Please also confirm the first and last characters from the password on the Sky account. This is not your MySky password and please do not supply your password in full. Please also confirm the e-mail address for the account.
Sagar: That’s perfect.
Sagar: Please also confirm the e-mail address for the account.
Sagar: Spot on.
Sagar: Thank you for confirming those details, please bear with me a moment while I access your account and get the information I need.
You: I would like to know what the absolute basic package costs for the basic (free) channels. I would also like to remove sky talk and keep my landline rental. And I would like to keep the broadband.
Sagar: Emily, I can see that you have Entertainment extra with the Movies, HD pack.
Sagar: You also have award wining Sky broadband and talk package.
Sagar: we have basic TV package for £21.50.
Sagar: We can look to remove the Movies and HD pack.
You: yes. But HD Pack is credited back to me every month, as I was forced to have it because otherwise my sky anytime did not work. (I was given a HD box, because my old non-HD box was faulty).
You: I see that you have a bundle on offer called “TV EXTRA & DAILY BROWSING”. It is £26.50 per month. It includes broadband, sky talk weekends, sky entertainment extra… that sounds perfect.
You: What would you suggest?
Sagar: Emily, the package you have seen is excluding Line rental.
You: Yes, I know.
You: Shall I tell you what I need and see what the best offer you can come up with is?
Sagar: Yes sure.
You: - Broadband - essential. Use all the time. Would prefer to keep what I have now. TV - Basic channels only (like BBC, ITV ETC), Landline but no sky talk.
Sagar: So as I have suggested you for TV we can remove the HD, Movies.
Sagar: and we will keep you on basic TV package.
Sagar: We can also keep you on Free talk package with the line rental.
You: The problem is, because I have a HD BOX, I cannot watch anything in the “anytime” because it is all automatically HD and not compatible, unless I subscribe to HD.
Sagar: Are you referring to Anytime+ service or Anytime? Both are different
You: “Anytime + and anytime” - because I was forced to have a more modern HD box, sky credit my HD fee (£10.50) back to me each month.
Sagar: By removing the HD it will not affect on Anytime or Anytime +
You: so, the programs aren’t automatically in HD?
Sagar: You can still get the Progammmes in SD.
Sagar: You will only not get HD channels.
You: Really? The only reason I asked them to give my HD was because I couldn’t view them in SD.
You: Before Anytime +, when it was just anytime, things would appear in the anytime planner or whatever it’s called, but they would only be in HD. There was no SD option for them.
Sagar: No doubt you have the best package on the HD package.
Sagar: 50% off on HD package for 6 months.
You: Honestly. Otherwise, I would not have asked for “FREE” HD, and they would not have given me it for FREE if my complaint wasn’t valid.
Sagar: If you want You can keep the HD.
You: If you’re saying I won’t lose any service by removing the HD, then I’ll go with what you suggest. But I won’t be happy if once again, I cannot view things because there is no SD option…. are you 100% sure things are now available in SD?
Sagar: Emily, if you remove the HD package you will lose only HD channels.
Sagar: That’s the difference..
You: I understand what you are saying.
You: But sometimes programmes appear in anytime
Sagar: You can keep the HD pack till the offer is there on your account.
You: and when they do, if they have a HD option eg BBC HD, they appear in that format, even if I do not have a HD subscription. Is this making sense?
You: They appear as BBC HD, and not BBC in anytime. And the same for other channels.
You: So therefore, I cannot view them, because there isn’t an SD channel available. The default viewing standard is HD when you have a HD box. Sky assume you subscribe to HD when you have a HD box.
Sagar: Even without the HD package you will get few channels in HD.
Sagar: in Freeview.
You: I didn’t think sky did freeview.
You: I thought that was a different service?
Sagar: You get 230 Freeview channels with your Sky TV package.
You: At the moment, I receive free HD. How long will that last for?
You: (They credit £10.50 back to me every month).
You: - Sky really do only provide a HD option in anytime. They don’t offer the SD alternative for viewing. So you’re limited if you don’t have a HD subscription -
Sagar: Just checking that for you now.
You: Thank you.
You: I only have a couple more questions after this.
You: Are you still there?
You: Aside from the HD question, these are my other questions. I’ll wait while you find out the answers: 1. Are you 100% sure my default viewing option for channels won’t be HD in “anytime”. This was the case before which is why Sky refund my HD back every month. 2. How long have I got my sky HD refund for. 3. You mentioned “Free talk” earlier on. As far as I’m aware I pay £5 a month for “sky talk” but don’t need it as I have free minutes on my mobile. What is “Free talk”? And finally 4. How much money will I save my going to the basic TV package, and removing sky talk?
You: I’ll leave you to answer those while I make a cup of tea.
You: I’ll be 2 minutes.
Sagar: If you cancel the HD pack you can enjoy the Anytime service however you’ll be not able to get the Anytime+ contents on the TV subscription if you have Anytime+, however I cannot see that you have Anytime+ service.
You: Isn’t anytime + the thing you plug into with a long ethernet cable? I do have that.
You: I just checked. I have “on demand”. And I plug in my broadband router to my sky box to access stuff. Is that anytime +?
Sagar: Yes that’s correct.
You: So you’re saying by removing the HD, I won’t be able to have anytime + anymore?
You: or are you saying I’ll just lose some of the content?
You: I have work to do, without prejudice, is there any way we can speed this up?
Sagar: Yes Emily.
Sagar: If you remove the HD pack you can still watch on demand service.
Sagar: Which is Anyime and Anytime + the contents will be limited.
You: right. That’s fine then. I’m assuming I’ll still need to plug in the ethernet cable for on demand?
You: Right then. Question number 2:
You: 2. How long have I got my sky HD refund for.
Sagar: I would need to check your account notes.
You: How long would that take?
You: I thought this would be faster!!! It’s taking a LONG time.
You: Are you answering calls to other customers simultaneously?
Sagar: It takes time to check the account notes.
You: fair enough.
Sagar: So if I get the sufficient time to check it then only I can get back to you with the correct details.
You: You just took 4 minutes to reply to my original question. I thought you were checking it then?
You: Please can you check it.
Sagar: Emily, I can see that the HD pack offer was already ended on 27/12/2011.
You: Why are they still crediting it back to me every month then?
Sagar: The offer was 50% discount on the HD pack.
Sagar: Its different offer you have in the account now.
Sagar: You have 25% off offer on the TV package till 08/12/2012.
You: Right ok.
You: third question: 3. You mentioned “Free talk” earlier on. As far as I’m aware I pay £5 a month for “sky talk” but don’t need it as I have free minutes on my mobile. What is “Free talk”?
Sagar: Sky Talk Weekends is our free evening and weekend call plan that offers FREE calls to any 01, 02, 03, 0870 and 0800 number from 7pm to 7am, Monday to Friday and all weekend. The calls made in these times are free for up to 1 hour. You can also call Sky contact centres free of charge from the landline at anytime of the day, evening and weekend
You: Wow. sounds great? So can I cancel the £5 I currently pay for sky anytime calls please?
You: It is called “Sky Talk Anytime (formerly Unlimited) and it costs be £5 a month. I would like to cancel that please.
Sagar: I will downgrade that for you to Sky Talk Weekends .
You: Thank you. Will I get a letter in the post confirming this?
Sagar: OK I can put that change through for you now, however I firstly need to confirm a couple of things with you. Is that OK?
You: Yes. I do need you to make another change.
Sagar: Your Sky Talk Weekends price will be £0 per month. With Sky Talk Weekends you get inclusive evening and weekend calls of up to one hour to 01, 02, 03 and 0870 numbers. Would you confirm you’d like me to do that for you now?
You: I would like to downgrade to the basic channels please. Can you tell me how much that will save me?
You: Yes, I can confirm I would like you to downgrade to Sky Talk Weekends now.
Sagar: First I will downgrade Talk package.
Sagar: I have downgraded the talk package for you.
You: thank you
You: Will I get a letter in the post confirming my skytalk downgrade?
Sagar: You can take this chat as a conformation.
You: Ok. But will I get a letter in the post telling me how Sky Talk Weekends work?
You: I would like a leaflet please, so I know what I can and cannot do.
Sagar: I am afraid we cannot send you any letters.
You: No problem.
You: I will phone and ask for one from somebody else.
Sagar: So the information I have given you about this package there is one link you can go through that.
You: OK. What is the link?
You: (this is taking so long…..)
Sagar: Click here
You: Next bit: can you tell me what I will save by downgrading my TV to the basic package?
Sagar: Emily, I sorry if you feel so However I am not fast as you in typing.
Sagar: If you remove the Movies and HD pack and keep you on Entertainment package you will save £30.75
You: I have free HD until December so I will keep it until then and phone in December to cancel it.
Sagar: Emily, while giving you information I need to check your account as well so that I can give tyou the correct details.
You: Sorry, please ignore what I just said.
You: Will I still get my 25% off all channels offer until December?
Sagar: That HD offer is offer in last December.
You: yes. I know. Please ignore what I just said about that. I typed it in error.
Sagar: Ah! ok.
You: Will I still get my 25% off offer until December.
Sagar: Let me check that.
You: okay. Please check.
Sagar: Yes you will get that offer on Entertainment package.
You: Ok. Let’s do it.
You: Before I confirm, can you please tell me what my monthly bill will be?
You: For everything?
Sagar: Emily, just wanted to let you know.
Sagar: I can downgrade Movies and Entertainment extra to Entertainment package.
Sagar: To cancel the HD package you need to contact our dedicated team on 08442 41 41 41 this is Free call for you as you have Sky talk package.
You: okay. I will phone them.
Sagar: So While downgrading the Movies and Entertainment extra to Entertainment package I will give you the cost which is including the HD package.
Sagar: OK, to allow me to put through this change on your account today, I need to provide you with some key information and after you have read it, ask you to confirm if you still want me to put through this change for you. It won’t take too long. Is that okay?
Sagar: Please note that you must provide 31 days notice in order to downgrade your subscription package. If you give us notice today then after 31 days you will receive your new package and the cost of your new package will apply from that date
Sagar: The package start date will be 03/11/2012.
Sagar: This means your next bill will be £51.70 which also includes any pro rata credit for the change
You: what will my bills be after that?
Sagar: Future bills, assuming there are no further changes will be £53.75
Sagar: So this including the HD package.
You: and what will it cost when I remove the HD package?
Sagar: So when you call and cancel the HD package another £10.25 will get reduce from your bill.
You: Sagar, I am now on the phone with somebody at Sky.
You: I’m going to finish this with them.
You: You are taking too long.
You: So there is no need to do anything, other than what we already talked about with Sky anytime.
Sagar: Thanks for your patience. The notice period has now been applied to your account. After 31 days the downgrade will be actioned and the cost of your new package will apply.
Sagar: So I have downgraded the Movies and Entertainment extra to Entertainment pack.
You: I will take it with the man on the phone from here.
Sagar: Is there anything else I can help you with today?
You: Thank you for your help.
You: I think you need to practise typing faster.
Sagar: Thanks for chatting with me today.
You: You have taken 1 and a half hours of my time.
Sagar: As I said while giving you the any information I need to check and look your account as well.
Sagar: So I have to do 2 works at one time.
You: it will take 5 minutes on the phone.
Sagar: So I can give you the correct information.
You: yes but it will take 5 minutes on the phone to do what has taken you 1 and a half hours.
Sagar: There is lot of differenced between this.
Sagar: Any ways is there anything else I can help you with today?
You: no. I am fine thank you. I’m on the telephone.
Sagar: Have a lovely day ahead.
Sagar: I will still Practice to type fast as you have advised it.
You: Thank you. Take care.
Sagar: I apologise for any inconvenience caused to you.
Sagar: Thank you.
Sagar: Thank you for chatting with me today. We really value your feedback. Please click the button marked “End Chat” at the top right of this chat window to answer a few questionsabout your experience with us today. Enjoy the rest of your day.
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