topic Re: Stuck order in Broadband

Stuck order

Carley77 — Tue, 06 Jan 2026 19:38:57 GMT

Hi, has anyone experienced a stuck order? This has been going on since my order was due to be activated on 20/11/2025. I am at my wits end trying to resolve it through the usual channels. Even the complaints department have been useless.

Does anyone have an escalation email address at Sky?

TIA

Re: Stuck order

caesarome — Tue, 06 Jan 2026 19:46:21 GMT

@Carley77 wrote:

Does anyone have an escalation email address at Sky?

TIA

There is no actual email address but there is an online email form you can use to get a complaint in:

https://www.sky.com/help/complaints

This gives Sky 8 weeks to resolve this or you can request a deadlock letter to take it further.

Re: Stuck order

JimM1 — Tue, 06 Jan 2026 19:46:44 GMT

@Carley77 Not aware off any and the e-mail for complaints is what sky deals with!

Re: Stuck order

Carley77 — Tue, 06 Jan 2026 19:53:22 GMT

Thank you for your reply.

I have already emailed using that address a number of times (first time on 15/12/2025) and had no-one from the complaints team try and resolve my issue. I have just received notification to raise my issue to CISAS as it's been 8 weeks.

I have 4 pages of telephone script speaking to numerous departments/managers. Promised call backs and no one calls.

Absolutely appalling customer service!

Re: Stuck order

JimM1 — Wed, 07 Jan 2026 10:56:41 GMT

@Carley77 That's your next step to follow, sky will soon be able to get rid once you have the final part done!