Sky switched me from full fibre and then closed my complaint

[WildEnergySupplier]

Is this the norm these days or is this terrible customer service?

I signed up to a Sky broadband deal with full fibre recently, as it was cheaper than my current package (if an Amazon voucher for over £100 which was part of the deal was factored in), my current broadband often cuts out and I've never had full fibre before.

Via the Sky website, they told me I qualified for full fibre. But, after signing up, the communication from Sky was atrocious. I never got a confirmation of what I'd signed up to (it's only mentioned in the small print in the T&C of the voucher they sent me), just emails telling me I need to be in on the day the Openreach engineer visits to install the ONT box that gives you full fibre.

The engineer visited and he ... plugged the router in. And then left. And that was it. He was in my property for maybe 60 seconds max.

Then I got an email saying I was now on the Sky package and .. it wasn't the full fibre one. It was some lesser package, albeit with the same speeds as the full fibre one but also with the same broadband patchiness that I was trying to get away from. I enquired about it and was told I can't get full fibre in my home.

So I replied asking why didn't they mention this before, is the voucher still valid and I've been mis-sold a product and want to either cancel or have money off.

They replied a few days later simply saying: "Can we now close this case?"

I said no, you've not dealt with one single issue I raised!

Two days later, I received an email saying they've closed the case as everything has now been resolved.

I'm astounded at how incompetent they are - but is this just the norm now?

Well you have two weeks to cancel so are you still in that period?

Yes it is the norm. They are completely incompetent. We switched to full fibre. No confirmation email. Then told we had to wait 2.5 months for an engineer.
They then messed up our billing and kept taking money out of our account. I had to call numerous times, spend hours upon hours on the phone and they still kept taking money. It took about three months to sort. They email from a “do not reply” email address so you can’t email back.
They finally sorted our bill and owed us £95. I had to call and do online forms to get it paid back.

Message them again, telling them you want an explanation within 48 hours, along with a reduced fee as they can't provide what you've asked for.

We had problems with BT when we moved in here, no one seemed to read my messages/or calls. One day I'd had enough after another frustrated call, so emailed them giving them 48 hours to sort, otherwise I'd report them to Ofcom (you're meant to give them a few weeks) . They managed to read that and understand. 8am on Monday, I had a call from someone assigned to our case, told would be sorted on the Wednesday - it was and I had an immediate call checking it had been, then another call two days later to ensure everything still OK.

I spent several hours on the online chat with them this week before cancelling.

I couldn't believe the lying. They said they sent me a confirmation letter which told me which package I'd signed up to via post (I never received this) but didn't send it via email until after it had gone live.

I asked why and they simply refused to answer.

I've had a look at their sign up process via third parties and it's deliberately deceptive IMO.

We recently had to get our Sky TV and broadband reinstalled after a renovation, and trying to arrange it was the worst customer service experience I’ve ever had. Innumerable phone calls and WhatsApp chats, people not turning up when they’ve said they will, the wrong type of engineer sent out on two separate occasions… I’m getting annoyed again just thinking about it. They’re truly terrible.