Failed Sky Q delivery

Chr15 — Thu, 10 Apr 2025 15:20:14 GMT

I have been a Sky customer since 2001. I have no doubt spent thousands of pounds on your tv products, additionally I am also a Sky broadband/ mobile customer for 4 mobile phones / sim deals.

Reluctantly I decided to leave Sky in March due to price increases. As a result I returned the equipment in the bags provided ( Sky Q boxes, WiFi router )

In the 14 day cooling off period with new provider I was contacted by yourselves and through loyalty and receipt of a satisfactory price agreed to return to Sky. A new set of equipment was promised and advised would be sent to me. I received the broadband hub a Sky Tv mini box and Sky Q card. I did not receive the main Sky Q box.

DPD attended my property in order to collect my old equipment. I explained I had returned this ( I have postage receipts).
They stated they could not deliver without return item. This has happened on two separate occasions. The last of which was Monday 31/3.

I have been without TV since 24/3. In this period I have made numerous repeated attempts to explain my situation to at least 10 separate advisors ( Please feel free to check the calls record associated to my account). None have resolved the matter. I have been promised delivery of Sky Q box on at least 4 separate occasions in between being passed from dept to dept.

I am writing this complaint on Wednesday 9 April following the most recent promise of resolution.

I even had an engineer attend property having been told they would attend with my Sky Q box on Thursday 2/4.
The engineer ( Darren) that attended was in fact a broadband engineer, who was extremely helpful and polite yet could not resolve my issue.

I worked for over 30 yrs in a covert environment and I can genuinely say that this has been the most frustrating experience I’ve had.

I am and have been a loyal customer for 25 yrs. I love the Sky products and until this time would always recommend the product and service provided.

This experience is far from satisfactory and as stands shows no sign of resolution.

im now told I'll get a call back in a week!!

Your assistance is appreciated.

Re: Failed Sky Q delivery

MightyQuinn — Thu, 10 Apr 2025 16:14:27 GMT

Hi @Chr15 I'm afraid that you are only talking to other customers here, see Welcome below. If you want to make a complaint, please click on https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Failed Sky Q delivery

Addie15 — Fri, 11 Apr 2025 09:16:44 GMT

Hi there, I’ve escalated your post to our 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

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