topic Re: Engineer? New box? Sky Protect? in Sky Q

Engineer? New box? Sky Protect?

chrisjw1965 — Tue, 03 Dec 2024 20:10:59 GMT

I have literally spent all evening from17:30 being passed from pillar to post trying to get my Sky Q problem resolved.

I called Sky. When the call was eventually answered , I explained the issue and was told I would need a replacement Sky Q box and as I have Sky Protect they would transfer me. The call was dropped.

I called Sky protect, explained the problem, they said I would need a new box and they would transfer me. They did transfer me, right back to the beginning of the call tree. An agent eventually answered, said he couldn't hear me and disconnected the call.

i called back, went through the same process, this time I was interrogated in more depth and had to explain in detail what I had done to try to resolve the issues. He put me on hold while he found the 'right person' after a couple of minutes, he came back on the line and said he has the person and would transfer me. No guesses what happened - yup my call was dropped. I didn't even get the opportunity to rate the agent out of 10 as he asked me to.

So, it is now 20:00 - I have spent the last 2 hours and 30 minutes jumping through numerous hoops and I am no further forwards, except for the fact that as Sky Protect is now shut, I have the pleasure of having to waste yet more time tomorrow going through this process to try to get help and get my Sky Q service operational again.

Do I get a refund for the days I'm without a Sky Q service?

Can someone please help me with this, there has to be an easier way.

Re: Engineer? New box? Sky Protect?

MightyQuinn — Tue, 03 Dec 2024 20:18:02 GMT

Hi @chrisjw1965 I don't know if this helps, but it should lead you to requesting a replacement box on-line.

https://www.sky.com/help/articles/sky-q-wont-turn-on

Re: Engineer? New box? Sky Protect?

TimmyBGood — Tue, 03 Dec 2024 20:23:15 GMT

@chrisjw1965

Note that Sky Protect isn't required to have a Q box swapped out anyway: all Q hardware is loaned, not sold, and Sky replaces it FOC for as long as the content subscription is in place. Protect really only applies for Sky+ (where boxes were sold, so it's effectively an extended warranty charge) and is something of an unnecessary expense for Q, although possibly desirable to cover other devices.

Re: Engineer? New box? Sky Protect?

chrisjw1965 — Tue, 03 Dec 2024 20:22:46 GMT

Thanks but unfortunately it didn't get me any further

Re: Engineer? New box? Sky Protect?

oj01 — Tue, 03 Dec 2024 20:23:32 GMT

@TimmyBGood wrote:
@chrisjw1965

Note that Sky Protect isn't required to have a Q box swapped out anyway: all Q hardware is loaned, not sold, and Sky replaces it FOC for as long as the content subscription is in place. Protect really only applies for Sky+ (where boxes were sold, so it's effectively an extended warranty) and is something of an unnecessary expense for Q, although possibly desirable to cover other devices.

Which is possibly what's confusing things when you call @chrisjw1965

Re: Engineer? New box? Sky Protect?

chrisjw1965 — Tue, 03 Dec 2024 20:25:47 GMT

Thanks, that's useful info and I'll definitely cancel Sky Protect.

When I spoke to Sky earlier this evening they mentioned nothing about sending a replacement Sky Q box and instead immediately transferred me to Sky Protect.

Re: Engineer? New box? Sky Protect?

TimmyBGood — Thu, 05 Dec 2024 17:04:19 GMT

@chrisjw1965 wrote:

When I spoke to Sky earlier this evening they mentioned nothing about sending a replacement Sky Q box and instead immediately transferred me to Sky Protect.

That would be the call centre protocol, largely to convince Protect policy holders that they are getting something for their money...

While every Q user gets their hardware swapped out as required, in theory Protect should get faster attention for things like dish repairs.