topic Re: Long wait for engineer visit in Sky Q

Long wait for engineer visit

Kelly1977 — Mon, 30 Oct 2023 21:27:44 GMT

I have been with sky for over 6 years now and have become a VIP member. Recently I have experienced loss in satalite signal in 50% of my Chanel's, I have done the reset (as guided by the sky website) but I have now lost ALL satellite signal to my skyQ box, I have phoned sky and they offer me an engineer to come out in 3weeks time, (IS THIS A NORMAL TIME?!) I'm paying £76 a month for my sky package and I have no TV till then, I'm totally disgusted by the wait time for their "VIP" members

Re: Long wait for engineer visit

PandJ2020 — Mon, 30 Oct 2023 21:33:20 GMT

They would normally credit you once the fault is fixed (to date or reporting) if you ask.

Everyone is a VIP - it's nothing to do with the price you pay nor the speed at which engineers will visit.

Re: Long wait for engineer visit

Daniel0210 — Mon, 30 Oct 2023 21:41:45 GMT

@Kelly1977

You will have been given the first available visit in your area. That's not to say there won't be a cancellation in the meantime.

Re: Long wait for engineer visit

lettice — Tue, 31 Oct 2023 08:26:17 GMT

That does seem a long wait.
At the installation mention the long wait to the engineer, re compensation and if little luck there call Sky to request some.

You can still use your Q boxes for watching/downloading any On demand content and use Sky Go.
Mnd you will not see the complete full set of channels that you see on your box but your subscribed ones like Sky Atlantic, Sky max etc Sky Sports channels and Sky Cinema channels will be plenty of other channels on there.

Check your track my order via the Mysky app or Mysky account online, as it will show any earlier install dates if available. Sometimes these appear with cancellations from other customers.

Re: Long wait for engineer visit

earthshakerphil — Fri, 24 Jan 2025 19:05:51 GMT

Wow, that's quick. I have just been told that I have an 8 week wait for an engineer appointment.

Re: Long wait for engineer visit

caesarome — Fri, 24 Jan 2025 19:38:37 GMT

@earthshakerphil wrote:

I have just been told that I have an 8 week wait for an engineer appointment.

Probably because Sky had more engineers back in 2023 !

Re: Long wait for engineer visit

TimmyBGood — Fri, 24 Jan 2025 21:38:39 GMT

@earthshakerphil

https://news.sky.com/story/sky-to-cut-1-000-roles-this-year-amid-shift-from-satellite-services

Re: Long wait for engineer visit

Invisiblename — Sat, 25 Jan 2025 09:23:45 GMT

@Kelly1977 wrote:
I have been with sky for over 6 years now and have become a VIP member. Recently I have experienced loss in satalite signal in 50% of my Chanel's, I have done the reset (as guided by the sky website) but I have now lost ALL satellite signal to my skyQ box, I have phoned sky and they offer me an engineer to come out in 3weeks time, (IS THIS A NORMAL TIME?!) I'm paying £76 a month for my sky package and I have no TV till then, I'm totally disgusted by the wait time for their "VIP" members

If you really can't wait for a Sky appointed engineer, you could always book an independent local firm to do the dish alignment (but at your own cost)

Re: Long wait for engineer visit

Anne5757 — Sun, 20 Jul 2025 11:29:27 GMT

I have been waiting since 30th may for an engineer visit. I have no satellite signal. I have phoned twice and told I would get a text. I am still waiting. It is so stressful and I asked to speak to a supervisor but the person on phone refused to put me through. I find this customer service totally unacceptable. I am now going to check my contract as still paying over £100 per month.

Re: Long wait for engineer visit

Daniel0210 — Sun, 20 Jul 2025 11:55:27 GMT

@Anne5757

As has been mentioned on this thread a number of Sky satellite engineers were made redundant last year. You could engage the services of a local company but that would be a your own expense.

Supervisors in the Contact Centres tend to be there to support the agents and aren't necessarily public facing.

Having said that I think 7 weeks is unacceptable. Have Sky explained why it's taking so,long?

Once it's fixed call Sky and ask for a credit to be applied to your account for the period you've been without full service.,

Re: Long wait for engineer visit

Anne5757 — Sun, 20 Jul 2025 12:44:47 GMT

Thanks Daniel. Dan the first call handler said he could not book it for me due to the system but would esculate to his supervisor to get an early appointment. Eddie, the second call handler told me my request was in the system and the management team would need to accept it. He said I would get a text by the end of that week.. That is why I asked to be put through to the supervisor but he refused. I have submitted a complaint today and will phone again tomorrow. Thanks for your comments and advice.