Hi Alex, Prior to January we were living at a different address (had full BT internet access that we used for work) we subsequently moved to a converted barn that previously had no access to the internet - however I explained this upon ordering and was assured that it was not an issue. I can prove via company accounts that I was earning £500 per day as a Senior Business Analyst. My husbands is a bit more difficult to ascertain as he only started his on line sales business last year. It was growing and earning about £1300 per month but obviously he has now lost his customer base. Additionally thought I should add that the Sky Exec Customer Care agent suggested that there was no point in me contacting the Ombudsman as it was already escalated to the highest level.
Thanks for looking at this case.
Sorry Alex realised that I hadn't answered the second part of your question. We were previously Sky TV customers paying £35.75 pm. The new package with TV, Phone and Internet would have been £49pm. Up until (incl) March we continued to pay the £35.75 (for TV that was installed on the 16th Jan). In April they gave us a free month due to the inconvenience and this month they have taken £13.54 (no idea why this amount). Please note that up until 2 weeks ago neither phone nor internet was working.
Yes, I made it clear upon ordering (when they initially said that installation could not take place until the 28th Jan when I wanted it for the 16th Jan I stated that this wasn't acceptable as we both ran businesses from home but they explained that they were dependant on a BT slot that wouldn't be available until 28th). Subsequently when complaining I said that we were losing money and upon trying to cancel towards the end of Jan were informed that Sky wouldn't compensate as they only run a domestic service and that due to Data Privacy if we tried using anyone else that we would be back at square one (implication at that time was that it would only be a few days before we were online). Informed CEOs of Sky and BT Openreach in emails that we were losing money and mentioned it several times to the Exec Customer Complaints Agents - who empathised but at no time did not mention that Sky was domestic only.
Hope this helps and thanks for your thoroughness.
I appreciate the answer but bearing in mind that the T&Cs were not given to me orally at time of order or any other time, nor were they sent, nor was I asked to agree to them (and only subsequently were we told that they were on the website (that we could not access due to Sky not having provided us with access to the internet) I cannot see how we could be perceived as having agreed to the T&Cs. We have certainly never signed up to or been asked if we agree to T&Cs. I assume that this can be proven by requesting Subject Access Request for all phone calls / correspondence (although in fairness am not sure whether recordings are covered by SARs).
Hi Alex, The order was placed by phone (where I was not asked to agree T&Cs) and I received a single page confirmation of order (without T&Cs) and I was not asked to sign any form. Additionally if you still feel that it would be difficult to claim loss of earning what about the breach of contract / inconvenience.
Hi Alex, Totally appreciate what you are objectively saying (ie I as an individual do not have the resources to beat the big boys - even if I did have a legally defensible case). Therefore can you advise on what I as an individual (not business) could claim due to inconvenience (waiting in for over 25 non attended appointments, not being able to access financial information or being able to conduct 21st century life in general could request & of course stress).