topic Re: Customer Service Not answering! in Sky Q

Customer Service Not answering!

Why123 — Sat, 16 Sep 2023 22:01:27 GMT

Sick of this! I've had to call twice for a new Sky Q box as mine hasn't been working for weeks now! Was promised to have a new one sent out each time and I've received nothing! I spent over an hour on hold yesterday before finally giving up on the call. Someone please tell me how I can get hold of a person who will do their job and send me a new Sky Q box out?
I am paying way too much for this rubbish, £100+ for no service is pure theft in my opinion.

Re: Customer Service Not answering!

Chodley — Sun, 17 Sep 2023 00:08:15 GMT

That's very odd. I assume they have the right address for you?

Re: Customer Service Not answering!

Why123 — Sun, 17 Sep 2023 00:48:43 GMT

Yes, they do.

Re: Customer Service Not answering!

Daniel0210 — Sun, 17 Sep 2023 04:32:27 GMT

@Why123

Apparently the phone lines were particularly busy yesterday which is always the case around the period a new product is launched (iPhone 15), and I suspect it'll be the same today but you will have to persevere on the phone if you want clarification the new box is coming.

I suspect it will be a doorstep box swap by DPD so have the faulty box ready and remember to remove the viewing card from it.

Re: Customer Service Not answering!

Why123 — Sun, 17 Sep 2023 08:59:41 GMT

Thanks for the reply. Yes, I've had my box ready, with the plug lead only, and I've taken my viewing card out. Been waiting for DPD for what feels like eternity, having a family of 5 who have had no TV for weeks now is not fun!
The customer service phone lines were stating that they were doing "important staff training" so the wait would be longer. Well the wait wasn't longer it was never ending, I don't have time for all this and I pay a lot of money. It's beyond frustrating now.

Re: Customer Service Not answering!

Daniel0210 — Sun, 17 Sep 2023 09:50:28 GMT

@Why123

The staff training is seen frequently but with new products etc is essential. It doesn't seem to last more than a couple of hours but obviously has a knock on effect. Calling a day after the launch of the pre-ordering for the new iPhone and a few days after the addition of esims is always going to be a challenge.

Re: Customer Service Not answering!

Why123 — Sun, 17 Sep 2023 13:30:04 GMT

I understand but surely they could've just sent the box out as promised, twice! This is my main issue. I just need a box that works.
Now, does anyone know how I can get hold of a new Sky Q box without the need to waste anymore of my own time and energy on this? I'm simply trying to obtain a service that I am already paying for.
I am autistic, so making phone calls is already a tricky task for me. The sensory overload with having to wait on hold for over an hour is unbearable! Why can't I just order my box replacement online, or get someone to call me at least? It should be an available option. I bet I won't get a refund for all the time that I've not been able to use my Sky Services for either.

Re: Customer Service Not answering!

Chodley — Sun, 17 Sep 2023 13:37:27 GMT

You might. I would raise it as a complaint.

Search for "complaint" in My Sky / Get Help

Re: Customer Service Not answering!

GD1 — Sun, 17 Sep 2023 13:38:46 GMT

@Why123 To raise a complaint see the links here https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Customer Service Not answering!

Why123 — Sun, 17 Sep 2023 14:43:53 GMT

Thank you for taking the time to help me and reply to all my messages. I do appreciate it.
My priority is getting a Sky Box, but thank you for the links.

Re: Customer Service Not answering!

Chodley — Sun, 17 Sep 2023 15:04:28 GMT

A complaint about not getting the Sky box you were promised twice should result in getting a Sky box.

Re: Customer Service Not answering!

Laing1 — Sun, 17 Sep 2023 16:11:11 GMT

@Why123 what problem are you having with your box ?

Re: Customer Service Not answering!

Why123 — Sun, 17 Sep 2023 19:47:51 GMT

It's glitching, then it'll cut out, then come back on then cut out again. I've spent hours, in total, on the phone with customer services over the weeks, doing all types of things like deleting recordings, updates, resets and ultimately onto a full factory reset and it's only got worse! This is when they said I could have an engineer out, which was being booked for the earliest of 2 weeks away, or I could try and replace the box first (which was apparently going to be much quicker) first. I opted for the box and now wish I hadn't!

Re: Customer Service Not answering!

Why123 — Sun, 17 Sep 2023 19:50:19 GMT

Ah I see, thank you! I will try that.

I thought you were referring to my comment about me paying for a service I wasn't getting. Sorry.

Re: Customer Service Not answering!

jem16 — Mon, 18 Sep 2023 18:51:15 GMT

totally agree dreadful service