topic Re: Contact email for senior in customer services in Sky Q

Contact email for senior in customer services

Mark1331 — Thu, 19 Dec 2024 20:56:04 GMT

I'm looking for an email address for a senior member of the customer services dept.

I've had Sky tv for thirty plus years, due to Sky +hd become unsupported we/I decided to upgrade and were given the choice of q or stream

Being reassured that both would work for our home situation

we selected q with the assurance that we could switch to stream if needed

q arrived and did not work for us ( we needed to be able to have four screens working) as we did with Sky+hd.

we went back to the shop and guess what we can't move to stream unless we stump up significant amount of money every month.

No matter who you call you end up with a rep from the q team who can not help in any way

Re: Contact email for senior in customer services

Daniel0210 — Thu, 19 Dec 2024 21:01:38 GMT

@Mark1331

Sky do not use email for general communication and would certainly not give out senior management direct contact information.

Re: Contact email for senior in customer services

Mark39 — Thu, 19 Dec 2024 21:01:42 GMT

This explains how to raise a complaint. I would suggest putting it in old-fashioned writing: https://www.sky.com/help/articles/how-to-make-a-complaint

Sky don't publish email addresses and don't generally use email as a means of contact.

Can you expand on what you mean by having 4 screens working?

Re: Contact email for senior in customer services

Mark1331 — Fri, 20 Dec 2024 12:16:04 GMT

We had four TVs using multi room on Sky+hd

required the same on any new system and were guided toward q

upgraded to 2TB box and have 3minis but it wasn't until we had them fitted that the engineer told us that only two of the minis would work at anyone time.

so in reality only had 3 tvs available

Re: Contact email for senior in customer services

Mark1331 — Fri, 20 Dec 2024 12:19:55 GMT

I've rung and rung different numbers but only ever get a member of the q team who always assure me that their is nothing they can do and their managers are aware and can do noting either. Very frustrating so thought I'd try and email to see if there is any one who could help. Thanks anyway

Re: Contact email for senior in customer services

Daniel0210 — Fri, 20 Dec 2024 12:25:30 GMT

@Mark1331

It sounds like there was a misunderstanding/miscommunication at the very beginning.

You can have a maximum of 4 mini boxes loaned to you by Sky. You can watch Sky content on two minis and the main box at the same time. You may be able to use a third mini box if the first one in use is being used for a streaming app ie: Netflix or DIsney+.

Re: Contact email for senior in customer services

Mark1331 — Fri, 20 Dec 2024 12:42:41 GMT

Yeah when the engineer fit the system and was giving us the run through on the system he told about this.

Definitely a miscommunication of needs, but genuine error.

we were told there'd be no troubles if there were any problems with any change, but now it appears that the upgrade to q was a one time thing and any alternative/alterations will now pump our monthly coast by £20/month to move to stream.

which rubs up the wrong way as the package is exactly the same.

Re: Contact email for senior in customer services

Annie+UK — Fri, 20 Dec 2024 12:45:17 GMT

Note: 4 concurrent boxes on Sky stream will require broadband with a large amount of bandwidth

Re: Contact email for senior in customer services

Mark1331 — Fri, 20 Dec 2024 12:54:01 GMT

Yep, I know but we have the internet capacity.

Re: Contact email for senior in customer services

oj01 — Fri, 20 Dec 2024 16:19:28 GMT

@Mark1331 wrote:
Yeah when the engineer fit the system and was giving us the run through on the system he told about this.
Definitely a miscommunication of needs, but genuine error.
we were told there'd be no troubles if there were any problems with any change, but now it appears that the upgrade to q was a one time thing and any alternative/alterations will now pump our monthly coast by £20/month to move to stream.
which rubs up the wrong way as the package is exactly the same.

Given Sky are keen on getting customers over to the streaming platform, it seems odd that the subscription would be that much more (or indeed more at all)

Re: Contact email for senior in customer services

Mark1331 — Fri, 20 Dec 2024 17:47:16 GMT

Our thoughts as well

same package

Total price £20 more a month

strange but we'll get there in the end I'm sure

shops can do it a whole lot cheaper but that's for new customers or those eligible for an upgrade

sadly we've been stymied for accepting their advice ( wrong) about Q

Re: Contact email for senior in customer services

doc-ab — Fri, 20 Dec 2024 22:52:00 GMT

Doesn't sky have a 31 day cooling off period?

Re: Contact email for senior in customer services

Chodley — Sat, 21 Dec 2024 07:02:05 GMT

@Mark1331 wrote:
Our thoughts as well
same package
Total price £20 more a month
strange but we'll get there in the end I'm sure
shops can do it a whole lot cheaper but that's for new customers or those eligible for an upgrade
sadly we've been stymied for accepting their advice ( wrong) about Q

Can you cancel? And then get Stream in another household member's name?

Re: Contact email for senior in customer services

Mark1331 — Sat, 21 Dec 2024 09:41:58 GMT

I read your complete details

lastly

Staying on Sky+HD until Sky force me off

That's the stupidly of this situation

we were quite happy on Sky+HD as it worked for our situation but were harassed by mail and email to change to Q or Stream and they couldn't get that right

Re: Contact email for senior in customer services

Mark1331 — Sat, 21 Dec 2024 09:44:34 GMT

We think so and there's some discussion between us and Sky.