topic Re: How do I speak to someone at Sky? in Sky Q

How do I speak to someone at Sky?

Simon+Aulton — Tue, 01 Aug 2023 07:43:20 GMT

How do I speak with someone at Sky? It used to be excellent customer service but now I keep getting AI bots giving me the same answers.

My Sky Q minibox is unwatchable as it keeps loosing connection and gives the blue screen. However, the main box play's the same programme perfectly, as does the minibox when I access through an App. For example today's match on BBC2 was unwatchable on the minibox, perfect on the main box, perfect on the BBC iPlayer accessed through the minibox. I therefore think it is a conneection between the minibox and the main box.

I've tried online solutions, so I've powered down the boxes and the broadband router (also Sky) then brought them up in order (Router - Main Box - Minibox). That didn't work. I was rebooting the main box multiple times daily as it was stalling.

I've updated the software versions on both boxes so that they are the most current.

I have wiped the hard drive on the main drive (as it stalled completely yesterday) and it is still happening.

I can't find another thing to try online but can't get hold of anyone to help at Sky. I feel I have done everything I can and so hope someone @Sky will be able to give me an idea.

Moderator comments: removed URL

Re: How do I speak to someone at Sky?

Lisa-P1987 — Tue, 01 Aug 2023 08:55:03 GMT

Hi there @Simon+Aulton , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: How do I speak to someone at Sky?

Lisa-P1987 — Thu, 03 Aug 2023 12:08:10 GMT

We are still looking to help you @Simon+Aulton . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: How do I speak to someone at Sky?

Simon+Aulton — Fri, 04 Aug 2023 13:47:43 GMT

Thanks @Lisa-P1987

I eventually got someone at sky to talk to me by telling the computer I was going to leave. An engineer visited today and switched out the Sky Q box as the hard drive had completely failed.

Sadly, my frustration with Sky is that you can't get a phone number to progress once you've exhausted the online help guides.

What I would say is that all of the Sky staff I spoke with were good. They were professional and helpful. Stich a shame that the system let's them down.

Re: How do I speak to someone at Sky?

Daniel0210 — Fri, 04 Aug 2023 13:52:35 GMT

@Simon+Aulton wrote:

Sadly, my frustration with Sky is that you can't get a phone number to progress once you've exhausted the online help guides.

@Simon+Aulton

In future, if you definitely need to speak to an agent then if you already have a Sky Mobile or a Sky Talk landline call free by dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

Similar to calling a lot of large companies the start will be an automated response.

Re: How do I speak to someone at Sky?

PeteRG41 — Fri, 04 Aug 2023 13:53:12 GMT

Yes, I have to agree that the Sky humans are invariably excellent at their jobs and the bot are invariably not so good.