topic Re: Issue bot resolved after 1 weeks, what next? in Sky Stream

Issue not resolved after 2 weeks, what next?

Mandy296 — Tue, 22 Jul 2025 08:53:32 GMT

2 weeks ago I renewed my sky contract, did the usual back and forth to eventually get a deal I was happy with, so far so good. Weird thing happened during call, got a text to say 2 of my pucks were cancelled, I told the agent, she said not to worry just an admin thing she needed to do to get the offer but nothing would be affected.

Lo and behold, when I went to use tv later, 2 of my 3 pucks would not work with a "device limit reached" message on screen.

That was 2 weeks again. Since then ive had multiple calls with various agents all telling me it's being dealt with by "back office". At one point there was a marker on my account to say it had been resolved, it still hasn't. I've had packaging sent to me to return the pucks I never asked to cancel.

My Sky billing clearly states I have paid for whole home so it is not an account issue.

Where do I go next as my attempts to resolve this through calls to Sky have got me nowhere? How can I escalate this so that it actually gets resolved? Current status is that a "Customer Resolution Form" is in progress (the second one since the first one was closed when the issue was incorrectly marked as resolved.

Moderator notes: Edited title at poster request

Re: Issue bot resolved after 1 weeks, what next?

peter-marlow+1966 — Mon, 21 Jul 2025 17:04:58 GMT

Mandy296

We are fellow customers on here like yourself, but if you like i can escalate this to the community team

Re: Issue bot resolved after 1 weeks, what next?

Mandy296 — Mon, 21 Jul 2025 17:09:06 GMT

Anything that might help would be greatly appreciated. I'm trying a multi pronged attack, have raised a complaint form and tried the chatbot that is linked from the Sky Help Facebook page so another approach can only be a good thing, right?

Re: Issue bot resolved after 1 weeks, what next?

Mandy296 — Mon, 21 Jul 2025 17:17:27 GMT

Wish I could edit thread title! It's supposed to read "Issue Not resolved after 2 weeks"

Re: Issue bot resolved after 1 weeks, what next?

lettice — Mon, 21 Jul 2025 18:28:26 GMT

@Mandy296

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Issue bot resolved after 1 weeks, what next?

Mandy296 — Mon, 21 Jul 2025 18:33:31 GMT

Thank you, I appreciate it

Re: Issue bot resolved after 1 weeks, what next?

Lisa-P1987 — Tue, 22 Jul 2025 07:23:18 GMT

Thanks for escalating this. We’ve sent Mandy296 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.