topic Re: Sky viewing card still not received 6 weeks after SkyQ installation in Sky Q

Sky viewing card still not received 6 weeks after SkyQ installation

RMiles — Sat, 23 Dec 2023 08:45:33 GMT

This is a sorry story. Fully two months after original installation request for new Sky Q, 2 engineer visits and more than 6 calls to Sky 'helpline', my SkyQ system is still unusable. I have chased delivery of the viewing card 3 times with the helpline staff and each time been assured it is going to be 'express delivered'. I have checked in person with the local postal sorting office each time, and the card has not been sent. What am I supposed to do?

Re: Sky viewing card still not received 6 weeks after SkyQ installation

SKY1992bf — Sat, 23 Dec 2023 08:51:59 GMT

@RMiles If you have upgraded from sky plus sky expects you to have kept and inserted your existing card

Either way you need to call sky directly to chase the card or order a replacement

Re: Sky viewing card still not received 6 weeks after SkyQ installation

Daniel0210 — Sat, 23 Dec 2023 09:17:58 GMT

@RMiles

I've moved your thread into the more appropriate Sky Q board.

Re: Sky viewing card still not received 6 weeks after SkyQ installation

Chodley — Sat, 23 Dec 2023 10:06:24 GMT

I’ve escalated your post to the Sky 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: Sky viewing card still not received 6 weeks after SkyQ installation

RMiles — Sat, 23 Dec 2023 10:16:31 GMT

Tried the existing Sky+ card first. It didn't work (to be fair, second engineer said it probably wouldn't, so I had no great hopes). That's when I started calling the helpline. 6 calls, 6 weeks and 3 promises of an expedited card later, no card. And yes, I've checked with the post sorting office in person every time. Hard not to conclude that helpline staff are simply saying what I want to hear and then doing nothing. On the 5th call they admitted no card had yet been sent due to a 'system error'. Meanwhile Sky has been happily taking my subscription payments.

Re: Sky viewing card still not received 6 weeks after SkyQ installation

RMiles — Sat, 23 Dec 2023 10:20:18 GMT

I also called (three times each) the two Sky installation engineers who set up the Q boxes. They don't return either calls or texts, despite inviting me to "call them directly if you still have any problems, including with getting a card".

Re: Sky viewing card still not received 6 weeks after SkyQ installation

Addie15 — Sat, 23 Dec 2023 11:02:39 GMT

Hi there! Thank you for escalating this. We have sent an invite to RMiles.

Re: Sky viewing card still not received 6 weeks after SkyQ installation

RMiles — Sat, 23 Dec 2023 12:12:11 GMT

As a 25+ year loyal Sky customer and a fan of the SkyQ tech, I'm deeply disappointed that they seem to have given up on even the most basic customer service, i.e. caring about getting an installation useable.

Re: Sky viewing card still not received 6 weeks after SkyQ installation

Laing1 — Sat, 23 Dec 2023 16:38:59 GMT

@RMiles wrote:

As a 25+ year loyal Sky customer and a fan of the SkyQ tech, I'm deeply disappointed that they seem to have given up on even the most basic customer service, i.e. caring about getting an installation useable.

@RMiles have you engaged in the chat invite that has been sent to you if you dont engage witjin 48 hours the invite will close

Re: Sky viewing card still not received 6 weeks after SkyQ installation

RMiles — Sat, 23 Dec 2023 19:33:50 GMT

Is this the right chat thread?

Re: Sky viewing card still not received 6 weeks after SkyQ installation

Daniel0210 — Sat, 23 Dec 2023 19:47:17 GMT

@RMiles wrote:

Is this the right chat thread?

@RMiles

No. The chat invite was sent to you at 1102 this morning. It would have been a blue / red chat bubble in the corner of the forum screen. Normally it would be available for 48 hours but the process is unavailable until Thursday morning now. If it doesn't reappear then, post back in this thread on Thursday.