topic Re: Complaint in Sky Glass

Complaint

Lance-Nottm — Mon, 20 Oct 2025 18:47:07 GMT

So, here is my complaint - copy of my letter from 10th October

Dear Sir

Re: Formal Complaint

I am writing as a very dissatisfied longstanding customer, regarding the level of service and failure to comply with your own promises made during several calls, to resolve a matter which actually sees your customer continuing to support the business. I use ‘longstanding,’ as at my current address I have been with Sky 7 years and at other previous addresses, I estimate some 25-30 years. I do not therefore expect to be treated in such a substandard way by a company who continually sells themselves on their pride of customer service.

This issue began when I called for assistance as Sky Go was not working on my laptop. This call was made 22nd September 2025, recorded on my mobile at 17:19. There was a subsequent call at 19:36 which I shall progress to.

It took a little time, but the issue was identified - my laptop - I knew how to fix this. The call them moved into my account. As my football team are in the Europa League, I enquired about the option to include TNT Sports, hoping for a good offer from Sky given my longstanding account. I learnt my account was 2 years out of contract and I was overpaying on my services. Your agent told me that within my current monthly pack, there were 3 areas over which he could save me £15 per month, two areas by £6 month each, one by £3. He then advised me he could provide my Sky Sports package which I currently have and TNT for £40 per month (£20 each.) I agreed I would want this, and the discussion went on to potentially upgrading my Sky Glass to the new version.

Please note, during this call, your agent (No1) was helpful, provided clear information and advice, and it was not fault of his that for some reason, the signal to my mobile dropped. We tried to continue, but he couldn’t hear me, so he advised he would try to call me back – which he did at 18:07 – and left a message to confirm he had called as my phone was not connecting. At this point, I was happy to sign up with the deal and more than likely about to go for a new Sky Glass TV.

At 19:36, when my signal had been restored, I called back to complete this. Your agent (not the first guy - No2) advised he couldn’t do this offer. I suspected this might be an offer only available to ‘new customers.’ I made the point you have access to the calls, he said he would listen to the call, speak with his manager, and call me back. He agreed if this offer had been made, they would have to keep it. As I knew he was not in the UK, I asked when. He advised on the following Wednesday at about either 1.30-2.30 or 1-2pm – I do not remember the specific time. This did not occur, but I did have a call which I suspect was him on the Tuesday during the day, which I missed as I was at work, but there was no follow up.

On 24th September at 17:40, having heard nothing further, I called back hoping to get this sorted out as my team were playing at 8pm. Your agent (No3) this time explained the same, but as I was now speaking to another agent, he told me that the 2nd guy, if he had listened to the call, hadn’t put notes on the system to help him progress the matter. I asked to speak with a manager, this was refused and understood this would be looked into over the next day. So the deal wasn’t done – again.

On 26th September at 15:07 I called in, basically the same all over again except I now advised the agent (No4) I wanted to launch an official complaint. He also refused access to a manager I think I remember. He advised this would be addressed I believe in 7 days, but it might have been 10, but someone would come back to me. I requested a copy of this call, as is my right. I also advised him that I was very dissatisfied with Sky and considering leaving altogether, as other options are available. I did respectfully ask if this period or 7 or 10 days could run as in my opinion, this situation had begun on Monday. During this call, your agent confirmed this was an offer for ‘new customers’ only.

It took to 29th September for an email to confirm my request for a copy of a call, and this advised 28 days for it to be available. As I work in a role where UK GDPR and ‘sensitivity’ is an issue this is within the law but nevertheless, is an opportunity to intervene – if you wish. I also know the 28 days gives a chance for review before release. But I also know from your agents, these calls are available within hours.

So, now on the 10th October, where is this at? Basically, no further forward. All promises made to help resolve this not met, no attempt to find a resolution to keep a longstanding customer, if anything, more a move to drive them away. And I’ve missed 2 games which I have had to go out to watch.

As a by the way comment, all customers see on TV is lots of adverts with offers to get new customers, but a business fails if does not secure those customers it has. It is said that if a customer receives good service, they might tell one or two friends, if they receive bad service, they tell many, I wonder if you guess how many I’ve told?

I am therefore expecting this letter to be taken seriously, by a company which wishes its reputation to be seen as ‘good’ rather than ‘extremely poor’ and a prompt response. I am giving you 14 days from today to respond.

I expect an apology and a ‘special’ deal offered to retain my business. There are other options available widely to customers and Sky needs to consider that it doesn’t have a monopoly to TV viewing or a given right for customers to lie back accept extremely poor service for which they pay a price. Consideration on customer retention by this example needs to be considered a more important factor than gaining new customers, as the numbers of new customers will continue to decrease, so stability of a company relies on retention after all.

Since then, I have calls outside the times I advised them I was available, I've had voicemails and emails asking me to call them. When I do, they haven't looked into the complaint at all. Now today, I find they closed down the complaint!!!

Has anyone else expereinced this and how did it get resolved?

Re: Complaint

Fothergill1 — Mon, 20 Oct 2025 19:04:41 GMT

Hi @Lance-Nottm and welcome to the forum. This is a customer forum so unfortunately you are not addressing Sky.

The following links will be of help (you can no doubt cut & paste from your original post).

How to make a complaint

Complaint form - you will need to sign into your MySky account at www.Sky.com

Good luck

Re: Complaint

TimmyBGood — Mon, 20 Oct 2025 19:45:44 GMT

@Lance-Nottm wrote:

I expect an apology and a ‘special’ deal offered to retain my business.

You can expect that if you like: Comcast Corporation stockholders may have different opinions.

That different sales advisors have access to different offers, that best offers are for new customers, and that offers often aren't repeatable in subsequent contact has been widely raised in these forums: I suspect that's unfortunately inevitable given the scale of the operation and the apparent (and rather American) focus on gains rather than retentions.

Re: Complaint

Lance-Nottm — Mon, 20 Oct 2025 19:40:06 GMT

Beleive you me, after 6 weeks of working with Sky through their complaints procedure, I know how to complain!!! I'm wondering therefore why, having used all the options you kindly noted, I'm still no futher on???? So that is why I'm wondering if anyone else has had a similar challenge and they got it sorted out - hence the post. If, as in my work, my time is worth £20 per hr, then so far, Sky owes me a new Glass TV . . . . . . .

Re: Complaint

GD1 — Mon, 20 Oct 2025 20:35:25 GMT

@Lance-Nottm No company and I mean NO company will ever reimburse a customer for time like that, so no they won't give that level of compensation, if that is your expectation then I'm afraid you're in for some major disappointment.

Re: Complaint

Anonymous — Mon, 20 Oct 2025 20:56:27 GMT

Your best course of action if you have concerns is email Sky Complaints with your issues (you have said you've done this). Don't go in all guns blazing it doesn't help, just bullet point your issues for discussion, this email is not the time for compensation talks.

I've found Sky's complaints procedure exceptional and believe me I too had major issues in the early days of Glass & Stream. Sky took onboard my issues and we discussed them calmly, at the end of the day your talking to Sky employees not the CEO so they deserve respect. We agreed on a very satisfactory compensation package.

If you haven't already don't send that letter, though you do mention 10th of October. Never respond in anger or frustration as you tend to over state your concerns and demands.

I'm not a Sky super fan but they do tend to engage positively when the complaints procedure is active.

Good luck

Re: Complaint

Lance-Nottm — Mon, 20 Oct 2025 21:00:50 GMT

With respect, you need to read between the lines, not literary. The point is about how a large company takes for granted their customers, whilst putting all their efforts into getting new ones. Right now, a fair deal somewhere in line with what a new customer gets would feel good, given I have been with them for about 30 years.

Re: Complaint

Anonymous — Mon, 20 Oct 2025 21:07:49 GMT

@Lance-Nottm

OK but you did ask for others experience so I'm responding to that. I've not been personal I don't think. If you are so aggrieved with Sky walk away and don't give them anymore of your money, there are other options to view media content. Best of luck.

Re: Complaint

Lance-Nottm — Mon, 20 Oct 2025 21:09:53 GMT

Gincap Totally agree with all your points. I always speak respectfully to their agents and even apologise they've picked my call up. I can't say publically what I do for work, but it is dealing with complaints by the thousand over a year, in ahigh level role in a high level role, so I don;t need advice. You try keeping your cool when you are treated like a fool by an uncaring company. They say they can get a copy of the call in 5 days, so why does an agent say he will listen on monday or tuesday to confirm and clalbe back on the tuesday? Somewhere there is a lie being told. Why do the agents promise a call back and not make the call, or investigate the complaint or even close the complaint without telling me. It is becuase the number sky give you to return the call saying they have looked into your complaint (which is not a cheap call by the way) goes to the retention team, not complaints. Rentention staff are on a commission for keeping customers, not resolving complaints or answering critisims. So yes I know, but based on my expereince, which began 23rd Sept when I complained verbally and 10th Oct when I emailed and posted a letter, the complaint has not been taken and treated respectfully.

Re: Complaint

Lance-Nottm — Mon, 20 Oct 2025 21:16:23 GMT

Gincap - your second post - totally agree. I have made the point you can if you widh, get a fire stick for £75 a year, I'm paying just under £100 per month, but want to avoid being illegal!! I love Sky, always have, have used them from the first dish so for about 30 years, but don't expect to be treated so poorly if you dare to make a complaint. They were good previously, used to like talking to their Scottish staff, and whilst I can say I'm have no issues with foreigners, I haven't yet spoken to a British person so far. I think they have run their call centres out of the country. I spoke with a guy today who was helpful, most polite, quite sympathetic, from Bulgaria. I felt sorry for him, its not his mistakes, but he admitted he could do nothing to help me than make further enquiries, so we steam to weeks 7 and 8 without resolution.

Re: Complaint

Lance-Nottm — Mon, 20 Oct 2025 21:20:40 GMT

For clarity, yes I am interested to hear if anyone has found a way around this.

I made a verbal formal complaint on 23rd Sept, complained using the email service on 10th and sent a letter by post to their address in the UK on 12 Oct. BUt it seems the email at least has just been copied to the retention teams . . . . .

Re: Complaint

TimmyBGood — Mon, 20 Oct 2025 22:17:55 GMT

@Lance-Nottm wrote:

They were good previously, used to like talking to their Scottish staff, and whilst I can say I'm have no issues with foreigners, I haven't yet spoken to a British person so far. I think they have run their call centres out of the country.

Sky still has a major contact centre in Livingston, although no longer in Stockport, Sheffield or Leeds.

https://news.sky.com/story/sky-announces-2-000-jobs-at-risk-at-its-customer-service-centres

There have undoubtedly been significant changes since the company changed ownership for the first (and only) time in 2018: it's now an overseas division of a major US corporation so that's pretty inevitable.

Re: Complaint

2muchTV — Tue, 21 Oct 2025 07:37:56 GMT

@Lance-Nottm wrote:
If, as in my work, my time is worth £20 per hr, then so far, Sky owes me a new Glass TV . . . . . . .

Reason I submitted my 31 days notice to leave Sky Stream for Now TV (also Sky) is partly because I detest the time it takes to haggle for a price. If I want to haggle I will fly to Istanbul and visit the Grand Bazaar.

Sky will still get my money, but via Now TV which I find to be cheaper, more flexible and does not carry long term commitments (except if I accept an offer in my account e.g. Sky Cinema for £4.99 pm over 12 months)

Re: Complaint

Anonymous — Tue, 21 Oct 2025 08:09:04 GMT

Two years ago I ventured into Glass and Stream, it was horrific brought to market under developed constant crashing etc etc. I've been in TV manufacturing since the late 80"s working with the likes of BBC etc getting iplayer approved amongst others for TV brands in the UK so I kind of knew my onions. Anyway, I was aware of the shortfalls and entered into talks with Sky and worked with them for I think nearly 6 months but it was obvious the Puck was low spec, the TV not great picture quality and the software very much beta. Even after 6 months Sky cancelled my contract entirely as I requested, refunded in full for the TV and compensated for the hassle. I had been with Sky from the early days of the white dish and 5 channels and BSB squarial so I think I can say I was loyal to that point.

I moved to Apple and NOW I found this to be a period of fresh air after Glass etc.

However once left Sky keep in contact to get me back, they are it seems happier to let you go then set the wheels in motion to get you back, sounds bizarre rather than trying to retain your loyalty initially.

Throughout the two years I kept an interest in Sky and with Glass Gen2 and a new Puck floating around my curiosity peaked so I investigated further visiting a Sky Store to see the TV, it had improved. I Called Sky and got a 2 year fixed deal no increases even inflationary in that period with most addons free like UHD AD Skip etc or heavily discounted.

@Lance-Nottm if I was you I'd walk away especially if out of contract and let the dust settle, look at alternatives Apple TV with TV Launcher is very good and you can still get Sky through NOW. If your desire is to return you will get the new customer offers you seek in the weeks after leaving Sky that's just the way they operate!

Re: Complaint

LeatherJamie — Tue, 21 Oct 2025 12:13:35 GMT

Good lord mate. I work in customer service and I rolled my eyes as I am sure the people reading your complaint did. I could've done that complaint in half of what you have done.

Firstly, you know GDPR. Super. That's for the Sky lawyers to worry about. Not people working in a call centre.

Secondly, lower your expectations. Sky probably gets more customers in than those that go out, and if I had a pound for every person that says "I ain't coming here again" and sees them again the next day I would have enough money to buy the shares Murdoch still has in the company. The people that normally don't say it, I.E. the quiet ones leave whilst your still moaning.
I get it, you have an issue and the begining of your complaint was genuine, upfront and precise. For some reason, and only you know this, it descends in to gripe and anomosity. No need for it pal.
If you wish to leave, go. That's your right, but like me on the shop floor who gets paid anyway, couldn't care a less. That's honesty if you want to keep it honest but take it or leave it, my advice that is, lower your expectations.

Re: Complaint

TimmyBGood — Tue, 21 Oct 2025 14:22:54 GMT

@LeatherJamie wrote:

I would have enough money to buy the shares Murdoch still has in the company.

That would require zero pounds, as of late 2018.

Sky shares no longer exist: Sky Group is a division of the Comcast Corporation (as I alluded to above)

https://news.sky.com/story/comcast-outbids-fox-in-auction-for-sky

Of course at £17.28 a share he did walk away with a really large pile of cash...

Re: Complaint

LeatherJamie — Tue, 21 Oct 2025 15:59:31 GMT

I am sure you take my point. Although I could change the analogy, and if Aphosis hits and we survive, then instead of buying Murdoch out, I would buy some of the asteroid. I dunno, pick any analogy ya like. Maybe even the crown jewels were stolen recently. I am sure they're gonna be somewhere underground for someone with a lot of money.
Anyway, to try and bring the subject back. I am having my own issues with Sky Broadband at the moment, and its speeds. I sometimes have trouble with the Sky Guide, in that sometimes it takes a long time for the guide to load the programmes on the channel. So I get it, the complaint that is. And should the need arise, I will take up a complaint and don't forget you have the ombudsman to go through; however, I am not sure I would word the complaint as has been done in this case. Receiving letters like this just makes you want to help the person as little as possible. Maybe wrong, but you're still dealing with humans at the end of the day, and as I say, it makes your eyes roll.

Re: Complaint

Lance-Nottm — Tue, 21 Oct 2025 17:07:36 GMT

To Leather Jamie - thanks for your opinions - helpful, although as I said, I manage complaints in my work, so the appraoch to an Ombudsman would be very different - to say the least.

I note your issue with broadband. If it helps, as I know someone very senior on the technical side of BT, I can assure you that these companies who piggy-back BT's network, do not get the same reliable service as BT customers. BT looks after its own first. I moved my broadband to BT during the pandemic as two people working from home and online all day was way, way too much for Virginmedia, so as glass fibre had been installed in the October beforehand, I swtiched. For what its worth, speed excellant, reliability excellant, amazingly few drop outs, all back online with minutes - can't fault them. You watch, blackout tonight 😁