Landline HELP HELP HELP

canavan — Tue, 22 Nov 2022 17:23:16 GMT

Help Anybody - Below is my last email to sky, following phone calls and texts and previous emails and still nothing, so i thought i would try the forum - My father in law does not believe I am doing anything to get his phone fixed.

Hello Sky –

Hope you are all well – all the Virtual Assistants and the few employees.

As I haven’t had a response to the below complaint and from carrying out yet another attempt to resolve the matter by calling up for support on Saturday – (making sure I had little else planned for the day due to the time it takes to get through) I am having to contact yet again.

So to keep you all entertained and up to date – this time after holding for the obligatory 30 mins plus I got through to a nice gentleman who was determined to help me. I thought this could finally be the point at which someone can hear about an issue and then sort it. Unfortunately, my optimism drained. I pay the bill on my father in laws account and if you remember from our numerous other conversations, emails and texts - he’s 87 years old and isn’t really technically, physically or mentally able to take on the epic task of dealing with Sky to try and resolve a problem with their service, which is why I gallantly offered to go on this perilous journey for him. It appears that there is a password on his account that has been set different to the one on mine, possibly by him, we are not sure, but he doesn’t recall doing it; anyway I got informed that there was no way that the gentleman I spoke to could log into the account without this information. We went through all other details – postcode, bill payer –(me) address, phone number etc, but alas it wasn’t to be. The kind gentleman then said let me have a word with my Manager and after 5 mins he returned with the news ‘computer says no’ and that the account holder needed to change the password. I explained -87yrs,doesn’t remember doing it, I pay the bill and run the account etc etc ……. Still not happening.

I explained that it didn’t matter anyway as I have given all the details to Sky now many times – Tel xxxx landline not working, Broadband and Sky are working, phone doesn’t ring out or have a dialling tone, but if you call the number, it rings out, just not at the other end; and therefore, you have all the things you need to check and resolve the problem without me even having to be given access to the account……. ‘Computer still says no’

So to summarise where we are at – nowhere – still after over 5 days – which if it wasn’t a vulnerable 87 year old man being left without access to his phone, for which he is being charged, then it would be something that is a great story to tell all and sundry

As my last email went unanswered and even your Virtual Assistants appear to be shying away from this one, I don’t actually expect anything to happen, so if this is the case I will be moving my father in laws phone and package over to BT, who by the way let you pin the number in on line tell you if there is a fault then fix it immediately !!! and also I will be writing to Jeremy Darroch your Group Chairman to inform him of what it is like to be a customer which is possibly why Sky’s share price has dropped nearly 40% this year

Have a good Sunday and lets hope my father in laws ok, I have sent him a letter to check on him

Re: Landline HELP HELP HELP

Mark39 — Tue, 22 Nov 2022 17:30:27 GMT

It is correct that the customer service centre agents aren't able to gain access to your father's account without passing the security questions. The computer system simply won't allow them to.

In the circumstances you might wish to try Sky's Accessibility team who may be better placed to try to help: https://www.skyaccessibility.sky/

topic Re: Landline HELP HELP HELP in Talk

Landline HELP HELP HELP

Re: Landline HELP HELP HELP