topic Re: Sky customer service, how poor! in Archive

Sky customer service, how poor!

Rubymonday99 — Sat, 09 Jul 2022 12:31:32 GMT

Converted to Sky glass from Sky Q, expecting our 2 mini boxes to connect to Sky glass only to find out its nit possible! I'm feeling ripped off poor customer service, I now have 2 tv's (purchased especially for Sky Q installation) and 2 Sky mini boxes and all of them are now redundant

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 12:50:07 GMT

@Rubymonday99 wrote:
Converted to Sky glass from Sky Q, expecting our 2 mini boxes to connect to Sky glass only to find out its nit possible! I'm feeling ripped off poor customer service, I now have 2 tv's (purchased especially for Sky Q installation) and 2 Sky mini boxes and all of them are now redundant

@Rubymonday99 That's correct, taking glass automatically cancels any Sky q subscriptions and any loaned Sky q equipment must be returned

the reason is Sky only allow one tv service per address meaning you can't run q and glass together

Re: Sky customer service, how poor!

Rubymonday99 — Sat, 09 Jul 2022 12:55:57 GMT

So you want to sell a new development but don't want to enhance its appeal by making it compatible with mini boxes?

the Sky customer service and Poor PR at Sky is poor and gives the impression you are after money and don't care how you do it!

Re: Sky customer service, how poor!

techman9 — Sat, 09 Jul 2022 13:02:34 GMT

@Rubymonday99 They are two completely different products it's like trying to plug an iron into a tv aerial socket.

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 13:04:35 GMT

@Rubymonday99 Do note you are talking to fellow Sky customers here and not Sky directly

Re: Sky customer service, how poor!

GD1 — Sat, 09 Jul 2022 13:07:23 GMT

@Rubymonday99 To be clear we are customers here like you, we are not selling anything.

As has already been explained Sky do not allow 2 different TV subscriptions at the same address, this has always been the case, nor has glass ever been promoted as being able to work with Sky Q minis, a bit of research on your part would have given you this information prior to getting glass.

Re: Sky customer service, how poor!

stereohaven — Sat, 09 Jul 2022 13:06:57 GMT

I'm confused, why didn't you order two pucks to go with your Sky Glass and replace the mini boxes?

Or is that the complaint, that you weren't told you need all new kit?

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 13:09:39 GMT

@Rubymonday99 wrote:
So you want to sell a new development but don't want to enhance its appeal by making it compatible with mini boxes?

the Sky customer service and Poor PR at Sky is poor and gives the impression you are after money and don't care how you do it!

@Rubymonday99 If you want to watch sky on other devices via glass you need to buy pucks at £50 each (maximum of six) and connect those to the existing tvs plus a monthly whole home subscription at £10pm

Re: Sky customer service, how poor! The onus should be with Sky to make all customers aware of

Rubymonday99 — Sat, 09 Jul 2022 13:11:45 GMT

The onus should be on Sky to provide an end to end service, I currently have 2 to sets that are useless to me and does not help me to watch tv in the kitchen where we tend to eat and always cook.

This is not acceptable and I would like to know if I have any case with Sky to assist me resolve this?

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 13:21:08 GMT

@Rubymonday99 You have 31 days from delivery of glass to return with no questions asked and revert back to q if you are not completely satisfied

Re: Sky customer service, how poor!

Rubymonday99 — Sat, 09 Jul 2022 13:14:26 GMT

I was not told anything by Sky? I now have 2 tv's 2 mini boxes that I can't use, if a puck will resolve this issue I have I simply need an explanation?

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 13:17:30 GMT

@Rubymonday99 Pucks basically replace mini boxes, so you need to order these

Re: Sky customer service, how poor! The onus should be with Sky to make all customers aware of

Jayboy1990 — Sat, 09 Jul 2022 13:15:46 GMT

@Rubymonday99 wrote:
The onus should be on Sky to provide an end to end service, I currently have 2 to sets that are useless to me and does not help me to watch tv in the kitchen where we tend to eat and always cook.

This is not acceptable and I would like to know if I have any case with Sky to assist me resolve this?

This is what sky pucks are for. Contact sky and order those.

Re: Sky customer service, how poor!

TimmyBGood — Sat, 09 Jul 2022 13:44:57 GMT

@Rubymonday99 wrote:

I simply need an explanation?

Glass is not an add-on to Q or compatible with it: it's a different service, and a Glass subscription at an address replaces any Q subscription there which triggers an instruction to return the main Q box and any Q Mini boxes (all of which are always on loan from Sky and not the property of the subscriber, even where a 'fee' was paid to get them in place).

In Glass the 'Sky Stream Puck' is the equivalent of the Q Mini box, and these use a 'Whole Home' subscription add-on instead of 'Multiscreen'. Unlike Mini boxes, Pucks are sold to users, which is why Sky does not automatically assume that each existing Mini should be replaced by a Puck.

Re: Sky customer service, how poor!

TimmyBGood — Sat, 09 Jul 2022 13:38:57 GMT

@Rubymonday99

Note that the £10 pcm Whole Home subscription covers up to six Pucks with no limit to which of these are in simultaneous use (assuming the address has enough internet bandwidth for them to actually operate) and that unlike Q Mini boxes they are UHD/HDR capable.

Re: Sky customer service, how poor!

Rubymonday99 — Sat, 09 Jul 2022 13:33:46 GMT

I have one puck and not sure how this connects to the Sky glass tv, still waiting for an openreach engineer to visit to sort out the broadband?

Sky don't have any engineers trained on Glass products to advise or assist with install, how is that customer service?

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 13:45:58 GMT

@Rubymonday99 Glass is a plug in and play system the setup is all menu driven and therefore no engineer is required , their is technical support by calling sky or asking questions on the forum where we will answer anything when we know the answers

Re: Sky customer service, how poor!

GD1 — Sat, 09 Jul 2022 13:40:24 GMT

@Rubymonday99 If your Glass TV is up & running then as that relies on broadband and if it's still working it's not a broadband issue.

Re: Sky customer service, how poor!

SKY1992bf — Sat, 09 Jul 2022 13:44:05 GMT

@Rubymonday99 A puck doesn't connect to the glass tv , it connects to one of your tvs that had a mini box connected to it via hdmi and like the glass tv the setup is menu driven

Re: Sky customer service, how poor!

TimmyBGood — Sat, 09 Jul 2022 14:59:59 GMT

@Rubymonday99 wrote:

Sky don't have any engineers trained on Glass products to advise or assist with install, how is that customer service?

Simply a different business model to the one used for previous Sky television subscription products, which typically required skilled installer attendance because asking customers to scale a ladder and bolt their own satellite dish on a wall with pinpoint alignment before drilling a cable entry might have somewhat reduced uptake...