Service

  • Service

    An Introduction to our Company and our Sky Talk Service
    How to Contact Us
    Our Commitment to You
    Our Service
    Marketing
    How to Order the Sky Talk Service
    Moving Home
    Cancellation
    Price Lists
    Billing
    Repairs
    Complaints
    Escalation Procedure
    Statement of Social Responsibility
    Services for Customers Who Are Older or Who May Have a Disability
    Data Protection
    Useful Addresses

    An Introduction to our Company and our Sky Talk Service

    Sky Talk was set up in 1999 and delivers telephony products to residential customers within the United Kingdom. Sky Talk is a service provided to customers by Sky Broadband SA and is only available to customers with an active residential Sky digital subscription (“Sky digital”).

    To use the service you must have an active BT line. If you are unsure as to whether you have the correct equipment then please phone Sky Talk Customer Services who will be able to check this for you.

    Sky Talk is registered with the Telecommunications Ombudsman service.

    The purpose of this Code of Practice is to inform you about our procedures, products, and our customer care policies. This Code of Practice has been prepared in accordance with guidelines published by the communications industry regulator, Ofcom, on 24 May 2005 and approved by Ofcom.

    How to Contact Us

    Customer enquiries:
    Sky Talk Customer Services
    Tel: 03442 410 499
    8am to 8pm (Monday to Friday)
    9am to 5.30pm (Saturdays and Bank Holiday)
    10am to 4pm (Sundays)

    Email: MySky@bskyb.com
    Fax: 020 7782 1802
    Website: www.sky.com/skytalk

    Or by post to
    Customer Services
    PO Box 43
    Livingston
    West Lothian
    EH54 7DD

    Our Commitment to You
    Sky Talk is committed to providing you with the highest quality customer service. Sky Talk delivers quality telecommunications services and we aim to make every reasonable effort to supply a service that satisfies your requirements, working to all relevant laws and regulations.

    Our Service

    Sky Talk is a Carrier Pre-Select service which means that the majority of calls made without a prefix code will be routed via the Sky Talk network.

    To use the service you must be a Sky digital customer paying your subscription by Direct Debit or continuous credit card mandate. You must also have an active BT line. Sky Talk is not available to BT Light Users or if outgoing calls are barred. If you are unsure as to whether you are eligible to receive Sky Talk or whether you have the correct telephony equipment then please phone Sky Customer Services who will be able to check this for you.

    You will continue to receive a bill from BT for your line rental but any Sky Talk charges will be added to your Sky TV bill.

    We may offer a number of different Sky Talk call packages from time to time. The current packages, tariffs and/or savings in force are available on our website or by calling Sky Talk Customer Services on 03442 410 499. A written copy can be provided on request.

    Sky Talk’s ‘free’, ‘unlimited’ and ‘no charge’ UK calls are to 01, 02 & 03 numbers only. Calls made to emergency numbers, BT operator services and some internet calls are not made through the Sky Talk service. These calls will be automatically routed through BT and may appear on your BT bill.

    Marketing

    We work to the principles within the British Code of Advertising, Sales Promotion, and Direct Marketing, which may be found on the web site www.cap.org.uk

    How to Order the Sky Talk Service

    To order Sky Talk please call the Sky Talk registration line on 03442 410 561. You can also purchase the Sky Talk Freetime calls package online at www.sky.com.

    We do business using standard terms and conditions, copies of which are sent to customers when they register for Sky Talk and are available to our customers on request. If you require a copy or have any questions on our standard terms and conditions please phone Sky Talk Customer Services on 03442 410 499. You can also view them online at www.sky.com/skytalk.

    Moving Home

    Please call Sky Customer Services on 03442 41 41 41 at least 10 days before you move to notify us of your new address. We can then make the appropriate arrangements and ensure that you are not charged for calls made from your old address once you have moved. A final bill for your old number will be sent to your new address once you have moved.

    Cancellation

    You can end your Sky Talk contract at any time by giving us one calendar month’s notice (either in writing or by calling 03442 410 499). If you give us notice that you wish to end your Sky Talk contract then you must make arrangements to switch to an alternative telephony service provider before the end of the one calendar month notice period you have given us. There is no obligation to wait until the end of your notice period to switch to another service provider.

    During your one calendar month notice period we may restrict your ability to make premium rate and/or international rate calls using Sky Talk. At the end of your one calendar month notice period, your entitlement to use the Sky Talk service will end.

    If your Sky digital service ends for any reason, your Sky Talk service will also end. On reinstatement of your Sky digital service, Sky Talk will be activated within 48 hours of payments having been received on your Sky account for any outstanding balance.

    If Sky Talk ends because your Sky digital subscription contract has been terminated for any reason, and you subsequently reinstate your Sky digital subscription service, then the Sky Talk service will not be automatically reinstated if you have moved to another telephone provider.

    Price Lists

    We will give you at least 30 days notice of any increase in the price of your Sky Talk package. We will also give you 10 working days’ notice if the percentage savings on international and mobile calls compared to the relevant BT rate decreases. We will notify you of any other price increase if we believe it is likely to significantly disadvantage you.

    The current tariffs and/or savings in force from time to time will be available by calling Sky Talk Customer Services on 03442 410 499. A written copy can be provided on request by calling this number.

    Billing

    You will be billed on a monthly basis for the calls which carry a charge and that are made using Sky Talk. Your bill will be provided to you in the same way and at the same time as your Sky digital bill or statement. Paper statements are available on request.

    Payment of your Sky Talk bill shall be collected at the same time and under the same instruction as your Sky digital subscription payment. Sky Talk bills must be paid via Direct Debit or continuous credit card payment mandate. For this reason, Sky Talk is only available to Sky digital subscribers who pay their Sky digital subscription in these ways. Should you wish to change your method of payment please call Sky Customer Services on 03442 41 41 41 quoting your account number.

    Under certain unusual conditions charges for an earlier period may occur on a later bill, however if charges cannot be applied to your current bill, [or three subsequent bills, they will either be credited or removed].

    We provide a full itemisation of your calls, which is shown in a separate section on your Sky TV bill as part of our service to you.

    Should you have difficulty paying your bill please contact Sky Customer Services on 03442 41 41 41 so that we can arrange alternative methods of payment.

    Repairs

    If you experience a problem with your service please contact our Sky Talk Customer Services on 03442 410 499 who will discuss the problem with you and advise you as to whether it is a line fault that you need to report to BT directly, or whether it is a service fault.
    If the problem is found to be a service fault we will launch an investigation and arrange any necessary repairs. We are committed to having all service faults fixed within 48 hours.

    Complaints

    Should you have a complaint about our service please contact Sky Talk Customer Services on 03442 410 499. You may also submit your complaint in writing or via email to the addresses on page 2 of this document.

    Should your complaint refer to premium rate calls (these are numbers which start '09' and are generally either information, entertainment, or ring tones) then please contact:

    The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS). Their details can be found at www.icstis.org.uk or telephone 0800 500 212.

    Escalation Procedure

    Should your complaint not be concluded to your satisfaction following this procedure, the complaint may be escalated within Sky.

    If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through the Ombudsman Service: Communication, an independent alternative dispute resolution scheme. Ombudsman Service: Communication will investigate your complaint and if they decide that your complaint is justified, Sky will act on any decision they make and put things right for you. Their details can be found at the end of this document.

    Statement of Social Responsibility

    We view the problem of malicious calls very seriously and work closely with the police and others within the industry to tackle it. Please call 03442 410 499 for information on how to deal with the situation.

    Services for Customers Who Are Older or Who May Have a disability

    We are committed to helping our customers to communicate easily. If you have difficulties reading your bill we can arrange for you to receive copies in large print, Braille, or on Audiotape.

    Data Protection

    Upon contacting us for the first time, you will be asked to confirm to us that you are the account holder and you will then be asked to supply a password, which we will then use to protect your account details. Whenever a subsequent request is made to discuss your account we will ask the caller to tell us the correct password for your account, if they cannot supply the correct password we will not discuss any of the account details or information with them.

    You can change your password at anytime by calling Sky Talk Customer Services on 03442 410 499 and supplying your current password. You will then be asked to confirm that you are the account holder before you are allowed to change the password.

    If you choose to tell your password to anyone else, this will give him or her access to all details and information held on your account.
    If you choose not to supply a password for your account, we will ask you to confirm that you are the account holder each time you call in to discuss your account. However we will not be able to discuss any account details or information with anyone other than the account holder. Sky Talk is registered with the Data Protection Agency.

    Published February 2007 and was correct at time of printing
    This code will be made available in large print, Braille, or Audiotape on request.

    This code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

    Useful addresses

    Ombudsman Service: Communication
    PO Box 730
    Warrington
    WA4 6WU

    Telephone: 0845 050 1614
    Fax: 01925 430059
    Email: enquiries@os-communications.org
    Website: www.ombudsman-services.org

    Ofcom Contact Centre
    Riverside House
    2a Southwark Bridge Road
    London
    SE1 9HA

    Telephone: 0845 456 3000
    Fax: 0845 456 3333
    Email: contact@ofcom.org.uk
    Website: www.ofcom.org.uk

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