topic Re: Replace bo in Sky Q

Replace bo

Famguy-82 — Fri, 13 Mar 2026 22:19:48 GMT

Have same problem received the incorrect box last Saturday then was sent a main box after 7 days with no tv when after speaking with many different agents and asking them to send a mini box so we could watch tv again now on day 8 and sent another main box resulting in no tv services yet as we require a mini box as made clear but was sent a main box why cant we speak with humans when something gose wrong asked about cancellation first question was do you owe anything not how can we sort this what it should have been just sick trying to fix the mistake sky made them selfs

Re: Replace bo

arcadeavenger — Sat, 14 Mar 2026 10:25:14 GMT

Hi @Famguy-82 , 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141

Re: Replace bo

Chodley — Sat, 14 Mar 2026 11:43:06 GMT

so you asked for a (replacement?) mini box and got sent a main box? Twice?

Re: Replace bo

Famguy-82 — Tue, 17 Mar 2026 00:42:20 GMT

So do I just watch for this bubble to get to speak with someone? As just new to the community thot i may get the help we need here as cant seem to get it by phone our chat with agents an agent started chating and left his desk minutes after starting the conversation another agent told me at 16.42 they finished at 5.30 dont think it take that long to ask for a mini box but told me dont worry you can start again tomorrow at 8.30 dont think they wanted to help spent most of my time on chat or calling from this started 10 days ago by receiving the wrong replacement box from sky and been rather unpleasant asked if I could speak with someone by phone on chat earlier today said if I couldnt I would let my contract run out didnt bother them gave me a direct number but the agent ended the call because I wouldn't sign for broadband the call was to get a mini box sent just cant get help anywhere so paid a month in advance but stopped my contract how dose this work take your monthly payment and stop your service 3 days later unreal but cant speak to anyone to resolve the mistake that sky made to start this fiasco

Re: Replace bo

Chodley — Tue, 17 Mar 2026 04:09:13 GMT

What chat are you talking about if you haven't seen the chat bubble come up on here yet?

Do you already have a main Q box? Why can't you watch TV on that?

Re: Replace bo

Jason- — Tue, 17 Mar 2026 09:02:15 GMT

Good Morning @Famguy-82, we're sorry you haven't received your invite to chat with us. I'll make sure this is sent right now and we can help get things sorted for you 👍🏻

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. 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#M141

Thanks, Jason-

Re: Replace bo

Famguy-82 — Tue, 17 Mar 2026 15:08:58 GMT

Says click colourful chat bubble that's what I did I still havent recived the mini box needed to gain tv this is 11 days now had taken the day off work yesterday for a mini box being delivered but no box was even dispatched cant get to talk to anyone from sky the other chats have been with agents on the sky app but unable to get any help have tried for 3 hours each day since receiving the wrong box as a replacement due to receiving the wrong box everythings just went wrong think my package is cancelled was told yesterday again I would receive the mini box but unfortunately no box has arrived so now dont know what's happening as get through to someone by phone and they give me another number to call telling me it's a direct line only to call and be passed another number so fed up being passed about these people get paid to help by phone but never get the help needed or wouldnt be 11 days without tv and still no way of sorting it unfortunately

Re: Replace bo

Famguy-82 — Tue, 17 Mar 2026 15:24:53 GMT

See the bubble just let me know I've reached the maximum replys so dont know where to go or to wait for another message coming through just like calling sky cant get past there first hurdle

Re: Replace bo

Daniel0210 — Tue, 17 Mar 2026 15:31:28 GMT

@Famguy-82 wrote:

Says click colourful chat bubble that's what I did I still havent recived the mini box

@Famguy-82

The second escalation was only sent this morning so you now have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Replace bo

Famguy-82 — Tue, 17 Mar 2026 15:36:13 GMT

Yes sent a main box twice last time I made clear was the mini box needed the agent told me was of highest priority but received a main box I still have but not able to get this replaced with a mini box think my contracts been ended aswell after being a loyal sky customer for over 30 years this is how things end never thot something like this could happen from being sent the wrong replacement box thot it be a 10 minute call to get correct box sent but how wrong was I think maybe if you could speak to someone by phone all this could have been avoided as been the worst 11 days of my life trying to sort the mistake sky made by sending the wrong box

Re: Replace bo

Famguy-82 — Tue, 17 Mar 2026 15:38:29 GMT

Have replied via the colourful bubble fo I wait on a reply now? When I see the next email notification I shall reply as cant do much more after replying will keep checking as would like this sorted very soon

Re: Replace bo

Famguy-82 — Wed, 18 Mar 2026 16:47:11 GMT

I replied to the bubble yesterday but havent heard anything back yet day 12 with no tv and still dont know what's going on dont know if I still have a contract had spoken with new customer team was told I would receive a mini box yesterday which hasnt come not arrived today ither so really dont know where we are now just gets worse as each day passes had a voicemail from sky yesterday said they would get back intouch over next 72 hours so waiting on this call the advisor left a number to call but cant understand it as was said realy fast and the language didnt help ither let many people at work listen to it in the hope someone would get the number but no one could so still stuck at this point and hope they call back thot maybe today but near 5.oclk be finishing soon so hopefully tomorrow as not going many more days without tv will have a new provider set up for the weekend but hopefully will receive the call back before then honestly dont understand how we got to this point over the wrong replacement box thot back then it be a quick call to get the correct replacement but far from it just never imagined anything like this

Re: Replace bo

Chodley — Wed, 18 Mar 2026 18:29:10 GMT

Re-escalated for you

Re: Replace bo

Famguy-82 — Wed, 18 Mar 2026 19:06:39 GMT

Still dont have a mini box been 12 days without tv due to receiving the wrong box from sky and not been able to fix it dont know where to go from here was a link to fill a form in come back to see if new link was here because it expired before I seen it but have replied to jason asked to put the link back up and hopefully it could end all this that's why I'm checking here to see if the link has been supplied yet but cant see it aslo had a missed call from sky they left a voicemail but unable to get the number correct as was said fast let other people hear the voicemail in the hope someone would get the number but not yet they did say they would call again over the next 72 hours was hoping for a call today but not received any hopefully tomorrow they will call as now day 12 without tv by receiving the wrong replacement box from sky

Re: Replace bo

Daniel0210 — Wed, 18 Mar 2026 19:15:37 GMT

@Famguy-82

You've said that already. You need to await the chat invite that @Chodley has requested which is the third one.

Re: Replace bo

Famguy-82 — Wed, 18 Mar 2026 19:17:37 GMT

Jason could you please supply the link when you have time as never seen the first link untill it expired but thot it could be the way to end all this by filling in the form ither that or will have to hope whoever called from sky will call back tomorrow cant make out the number they left as was said fast and the language dont help have tried many different numbers but never get through can only hope they do call back within the next 72 hours never thot it be as hard to get a mini box sent unreal the calls and chats I've had an still not been able to get one sent even tho they still take my monthly payments from my bank something else will need to fix if this dont get resolved soon call my bank to cancel direct debits as not paying for the service we dont receive right now and still have a brand new main box here a think sky would like back just cant keep spending my time trying would be easier getting a new provider uptown now have been with sky over 30 years but cant go without tv much longer so need this sorted or it.l have to be a new provider

Re: Replace bo

Famguy-82 — Wed, 18 Mar 2026 19:20:38 GMT

Actually sick repenting my self all I have done for 12 days maybe time to get new provider in looking that way only repeated as dont know who reads them someone that can help may read one but due giving up went on to long now

Re: Replace bo

Famguy-82 — Wed, 18 Mar 2026 19:25:39 GMT

See the bubble in bottom left have clicked it several times and left a message but havent had a reply as of yet had a link put up by jason was expired when I saw it so asked it he would supply it agin as its s form to fill in only wish I had seen it before it expired

Re: Replace bo

Chodley — Thu, 19 Mar 2026 07:33:31 GMT

They are dealing with lots of those chats at once. You'll just have to wait patiently for a reply.

And can I suggest - try using sentences, it'll make things much clearer for the people you are chatting with. A massive wall of text is pretty incomprehensible.

Re: Replace bo

Famguy-82 — Thu, 19 Mar 2026 16:04:11 GMT

Everyone else can read what I put in maybe just hard for some when others read it fine all you do is moan not help so why bother?