topic Re: Ongoing account problems after reverting from Glass back to Sky Q in Archive

Ongoing account problems after reverting from Glass back to Sky Q

Cornishrattler — Fri, 10 Dec 2021 12:42:19 GMT

We've been back on Q for many weeks now and all has been well with the service since the day we reverted, except...

1) The Glass refund on my bill has not been processsed 2 months in a row and I had 1 sky puck which was returned under sererate cover, still have the RM tracking receipt.

2) Online or via the My Sky app I can't access my Sky Packages, the system says I have 1 Sky Puck as my entire package. I actually have a 2Tb Q box and 1 multiroom box

In many calls to Sky they have told me.....

1) Refunds should have been processed by now but for some unknown reason they haven't been, no call back to explain why.

2) The errors online with my Sky Account and what I am seeing on my account , apparently this is due to having a Sky Glass and Sky Q account active at the same time, although I thought that was impossible, I was told that it's all to do with the Netflix subscription (the cancelling of the glass sub to the Q sub) I didn't feel like telling the agent did he realise how ridiculous that actually sounded but by then I'd lost the will to live. So when this will happen seems to be anyone's guess, again no direction from Sky on this.

So I am left at present with an account that I cannot do anything with for the first time in 22 years with Sky I'm actively looking elsewhere.

If any of the Sky staff on the forum have any ideas of how I can get this resolved, or what the real issue is with things I'd be really grateful.

Re: Ongoing account problems after reverting from Glass back to Sky Q

caesarome — Fri, 10 Dec 2021 13:03:06 GMT

I have escalated your post to Sky who will be in touch with you regarding this via a blue chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: Ongoing account problems after reverting from Glass back to Sky Q

Cornishrattler — Fri, 10 Dec 2021 13:24:48 GMT

@caesarome wrote:
I have escalated your post to Sky who will be in touch with you regarding this via a blue chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Thank you

Re: Ongoing account problems after reverting from Glass back to Sky Q

Lisa-P1987 — Fri, 10 Dec 2021 15:46:31 GMT

Thank you for escalating this. We will look into this but it might end up with you needing to call in again, our team is only a basic troubleshooting team for Glass and there are dedicated escalated teams for Glass which do not work on a chat basis. We have now sent an invite to chat though 🙂

Re: Ongoing account problems after reverting from Glass back to Sky Q

Greenfingers001 — Mon, 13 Dec 2021 08:05:28 GMT

deleted text

Re: Ongoing account problems after reverting from Glass back to Sky Q

Totalwar2 — Mon, 13 Dec 2021 12:01:38 GMT

Well I have the same problem with my account messed up can't see my my package or upgrade sky Q packages and still see Sky Glass on my sky vip.As regards refund only been a week since tv puck been sent back.

Re: Ongoing account problems after reverting from Glass back to Sky Q

Greenfingers001 — Fri, 18 Mar 2022 17:46:37 GMT

Update - Spoken to @Cornishrattler over the past few months/weeks and we have raised this off to the relevant team. They have advised they are working on fixing this and an update will be sent to the app/online account . Thanks 🙂

Re: Ongoing account problems after reverting from Glass back to Sky Q

Totalwar2 — Mon, 21 Mar 2022 17:44:01 GMT

Don't know what going on here my support bubble has dispeared and had no update if the account errors are now fixed or not.My sky box account is still throwing up technical fault.

Re: Ongoing account problems after reverting from Glass back to Sky Q

Lisa-P1987 — Tue, 22 Mar 2022 11:39:11 GMT

Hi @Totalwar2, we did explain that the issue is in the hands of our technologies teams and that as soon as there was a fix it would be updated on the app.

Unfortunately there is nothing further we can do on this as we are no longer getting updates from the team, they have said they do not have a timescale for this.

I am sorry that our message wasn't clear but we did say that if you needed anything else you could post on the community. As there was no further response after you read our message, we closed the chat.

If you do need anything account wise we can always re-escalate your post into our chat team to help.

Thanks 🙂

Re: Ongoing account problems after reverting from Glass back to Sky Q

Totalwar2 — Tue, 22 Mar 2022 13:04:25 GMT

Ok thanks for making that clear.Maybe I missed the last message from bubble chat.