The package was the basic TV, phone and broadband. It was installed by Sky - I have the order sheet.
Viewing Card?? I presume the thing that is put in the SKy Box? The engineer must have put that in for her, because I know my mum wouldn't have. As for "how to request a paper statement" - as I said at no point was it explained to my mother that she wouldn't get them (bear in mind here that she is 70 years of age).
She asked for and was told that the installation of all services was FOC. Do you think an elderly woman would order a broadband service she'd have to install herself?
Regardless, the issue with the non-installation of the broadband service is immaterial here - as is the non-connection of the Sky TV Box to the phone line which would have enabled her to access her bills through the TV.
The main thing is that she agreed one price, a different one has been charged and afaik there is no time period within which a complaint for this must be lodged (in law). That Sky insist that it is too late now for her to reclaim any money is frankly insulting.
I've emailed jeremy darroch with details of this complaint, giving them 8 weeks to deal, otherwise I'll take it to the Ombudsman - hoping no need for court here, assuming the Ombudsman Service is actually impartial.