topic Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav in Sky Q

7 engineers have been booked and 7 times they have not shown up to my 80year old parents who have be

Carol126 — Wed, 30 Oct 2024 11:26:15 GMT

My parents have been waiting since June for an engineer to put in sky Q and we have booked 7 engineers and they don't show. My parents have been with sky for 18years. The multi screen hasn't worked for months. I have to spend an hour every time on the phone explaining to 3 different people for them to book another engineer, for him NOT to turn up. We have raised a compliant and heard nothing. We don't get a message or email saying the engineer is on his way or he has cancelled it. But we do get a text asking to vote how the phone call to sky went. If this cannot be resolved i will go to Ofcom.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Annie+UK — Wed, 30 Oct 2024 11:32:25 GMT

How to make a complaint to sky: Sky Customer Complaints Code of Practice

Sky Customer Complaints Form

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Daniel0210 — Wed, 30 Oct 2024 12:28:12 GMT

@Carol126
We don't get a message or email saying the engineer is on his way or he has cancelled it.

@Carol126

A recent change ~ Customers who book an engineer for their Sky Q equipment now won't get a call to give information about their visit. Instead, customers will receive a tracking link on the day of the visit. This will show when their engineer is expected to arrive.

I presume that applies to new installs too.,

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

TimmyBGood — Wed, 30 Oct 2024 12:54:40 GMT

@Carol126

Has every time been an actual no-show, or did an early visit identify a problematic installation and the need for a specialist team?

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Carol126 — Wed, 30 Oct 2024 15:25:23 GMT

They turned up once with inly 1 box but needed 2 otherwise the multi room wouldnt work, so arranged to come back but didn't show and another 7 engineers booked but didnt show. Endless phone calls to sky. Who just book another.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Carol126 — Wed, 30 Oct 2024 15:27:24 GMT

I logged in to follow the engineer and it says it can't show at this time.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Daniel0210 — Wed, 30 Oct 2024 15:29:59 GMT

@Carol126

If there isn't a visit scheduled for today you/they won't be able to track it.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Chodley — Wed, 30 Oct 2024 15:53:35 GMT

So do they have one working box?

7 times. Wow.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Carol126 — Wed, 30 Oct 2024 16:04:55 GMT

No as the engineer said he would come back with 2 boxes otherwise the other television without the sky Q wouldn't work. It did state 2 boxes on the order. But he never came back.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

oj01 — Wed, 30 Oct 2024 21:23:13 GMT

@Carol126 Is this a switch from Sky+HD to Sky Q? If so, is Sky+HD still working?

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Carol126 — Wed, 30 Oct 2024 21:39:51 GMT

Hi. Yes its a switch from sky plus to sky Q. Only one of the sky plus boxes is working now.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

oj01 — Wed, 30 Oct 2024 21:56:32 GMT

@Carol126 wrote:
Hi. Yes its a switch from sky plus to sky Q. Only one of the sky plus boxes is working now.

When you ordered Sky Q, did you order a Main Box AND a Mini Box?.

Did you subscribe to Multiscreen?

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Carol126 — Wed, 30 Oct 2024 22:15:40 GMT

We have always had a main box and multi screen. When we renewed the contract in June they wouldn't give us a deal unless we changed to sky Q

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

oj01 — Thu, 31 Oct 2024 07:21:27 GMT

@Carol126 wrote:
We have always had a main box and multi screen. When we renewed the contract in June they wouldn't give us a deal unless we changed to sky Q

But Sky Q Multiscreen doesn't, by default, come with a Mini Box, you have to order one. As Multiscreen can be used to view on games consoles, tablets etc and is required for many aspects of Sky Go.

I'm still confused as to why they didn't install Sky Q on the first visit and order a Mini Box for installation later. Yes, you would only have the Main Box working in the interim , but that's what you have now anyway.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Carol126 — Thu, 31 Oct 2024 07:41:32 GMT

At the time both sky boxes were working. My parents are 80years old watching different televisions, so when he said he would come back with the main and a mini box, they said they would wait. Its only now the multi box has broke. I even asked them to send the boxes and i would install them but was told an engineer had to do it. Which would be good if they turned up. So after the first visit we havent seen an engineer even after booking them 7 times. We have been dealing with this since June

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

oj01 — Thu, 31 Oct 2024 08:12:34 GMT

@Carol126 wrote:
At the time both sky boxes were working. My parents are 80years old watching different televisions, so when he said he would come back with the main and a mini box, they said they would wait. Its only now the multi box has broke. I even asked them to send the boxes and i would install them but was told an engineer had to do it. Which would be good if they turned up. So after the first visit we havent seen an engineer even after booking them 7 times. We have been dealing with this since June

That's correct. The LNB on the dish is changed for Sky Q.

Re: 7 engineers have been booked and 7 times they have not shown up to my 80year old parents who hav

Mr+Flibbles+86 — Fri, 01 Nov 2024 09:48:43 GMT

Thanks for escalating this. We’ve sent an invite to @Carol126 to chat.