topic No web function. Terrible customer experience in Sky Mobile

No web function. Terrible customer experience

SMSM180 — Wed, 29 Jan 2025 13:43:49 GMT

Sky have some how messed up my account in the back end and have informed me that their techs are incapable of fixing the issue.

I can't manage any of my services. Every time I click on something, I get this error:

I have had to call technical support multiple times to chase them for an answer. My last call I was simple told that the case was "closed" as they can replicate the exact issue but they don't know how fix the account. Working in IT, I find it absolutely painful dealing with them. They just need to make a new account and swap in the details. It's such a simple thing to sort out...

Any time you call them, you have to deal with a stupid automated system that directs you to the website. THE WEBSITE IS THE ISSUE!!!!

Sky is a classic example of removing actual customer support in favour of not fit for purpose automation.

Incredibly, I managed to navigate the usual pointless options it gives and was given an opportunity to actually speak to someone.

The excitement was short lived as yet another automated message informed me that all the lines where closed due to essential staff training!!! Such a waste of time.

Re: No web function. Terrible customer experience

caesarome — Wed, 29 Jan 2025 13:49:20 GMT

@SMSM180

This link explains how you can register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: No web function. Terrible customer experience

SMSM180 — Fri, 31 Jan 2025 09:13:52 GMT

A brief update on the Sky "Unfortunately we can process your request right now" error.

Having again spoken to a call handler, they have re-opened the ticket and with absolute assurance that they will call me and keep me updated (as opposed to them just closing the ticket and not bothering to inform me...).

They seem to think this issue occurs because when someone leaves and then comes back to sky at a later date, their system isn't capable of dealing with this situation. It thinks there are two accounts. Rather than a IT systems admin dealing with it, they just allow the shambles to continue.

Again, working in IT myself, we have this exact situation occur (leavers and returners). We worked on the issue and have adapted the system so our users don't have a poor experience. I find it absolutely mind blowing that a company as big as Sky allow issues like this to just plod along without fixing.