topic Re: Engineer Visit cancelled in Sky Q

Engineer Visit cancelled

Cambria29 — Wed, 15 Jul 2026 14:46:58 GMT

Dear Sir or Madam,

I am writing to make a formal complaint about the consistently poor service we have received.

Your telephone and appointment-booking system is, quite frankly, a joke. Engineers repeatedly cancel appointments without any warning, leaving us waiting unnecessarily and disrupting our plans. To make matters worse, when this happens, your own customer service team appears unable to book a replacement appointment because the system does not allow them to do so.

This is completely unacceptable. Customers should not have to repeatedly chase cancelled appointments, spend excessive amounts of time on the telephone, and then be told that nothing can be done because of limitations in your internal systems. Your operational failures are not the customer’s responsibility.

I require this matter to be escalated immediately, a replacement appointment to be arranged without further delay, and confirmation that the appointment will be honoured. I would also like a clear explanation of why the previous appointments were cancelled without warning and what action is being taken to prevent this from happening again.

Please treat this as a formal complaint and provide a substantive response as soon as possible.

Kind regards,

Tom Seccombe

Re: Engineer Visit cancelled

Daniel0210 — Wed, 15 Jul 2026 14:50:43 GMT

@Cambria29
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

Apparently customers who book an engineer for their Sky Q equipment should now receive a tracking link on the day of the planned visit. This will show when the engineer is expected to arrive.

I expect there is a good chance they've been delayed at an earlier appointment which will impact later visits.

Re: Engineer Visit cancelled

Cambria29 — Wed, 15 Jul 2026 16:33:06 GMT

What is the purpose of this forum?

Re: Engineer Visit cancelled

MightyQuinn — Wed, 15 Jul 2026 16:36:03 GMT

@Cambria29 wrote:
What is the purpose of this forum?

Hi @Cambria29 Please see Welcome below.

Re: Engineer Visit cancelled

Daniel0210 — Wed, 15 Jul 2026 16:39:41 GMT

@Cambria29

The general idea is that in a large number of cases other customers including those referred to as Superusers can give the appropriate advice to a question which prevents the poster needing to call Sky, therefore freeing up the lines for matters that do require staff intervention and saving on what could be a long wait in a queue to speak to an agent.

Re: Engineer Visit cancelled

Daniel0210 — Wed, 15 Jul 2026 16:41:36 GMT

@Cambria29

As already stated in my first post…

You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

Re: Engineer Visit cancelled

Cambria29 — Thu, 16 Jul 2026 09:00:14 GMT

I have pasted here what I have sent to Sky. [removed]

Moderator Actions: removed inappropriate comments and Campaigning

Re: Engineer Visit cancelled

MightyQuinn — Wed, 15 Jul 2026 16:46:58 GMT

@Cambria29 wrote:
I have pasted here what I have sent to Sky. I am not asking for your help. Other users who have the same issue can copy and paste the same complaint.

Hi @Cambria29 I refer you to community rule 10., see Welcome below.

Re: Engineer Visit cancelled

Cambria29 — Wed, 15 Jul 2026 16:52:18 GMT

The wording above is about my own individual complaint and asks Sky to resolve my case.

Don’t incite complaints, campaign or lobby generally means you should not encourage other customers to submit complaints, organise coordinated action, start a petition, or pressure people to contact Sky or a regulator.

Re: Engineer Visit cancelled

mr.tickle — Wed, 15 Jul 2026 17:02:39 GMT

@Cambria29 wrote:
I have pasted here what I have sent to Sky. I am not asking for your help.

Perhaps it would have been better had you made that much, much clearer in your initial post then.

At the very least, "this is what I've sent...". And also Ideally "I know Sky will not read this".

If you read other threads, you'll find many where people think they are contacting Sky by posting here, and post #2 happens many times every day. I've never seen someone know they weren't contacting Sky write a post like yours with nothing indicating they weren't making the same mistake.

@Cambria29 wrote:
Other users who have the same issue can copy and paste the same complaint.

^^ That is a statement which may be deemed a problem. And to be perfectly clear, it is not us here who are going to be making that judgement.

Re: Engineer Visit cancelled

Angel_Aka — Wed, 15 Jul 2026 17:02:19 GMT

@Cambria29 wrote:
The wording above is about my own individual complaint and asks Sky to resolve my case.

Don’t incite complaints, campaign or lobby generally means you should not encourage other customers to submit complaints, organise coordinated action, start a petition, or pressure people to contact Sky or a regulator.

Have you actually sent your complaint to the complaints department? Posting on here won't really do much.

Re: Engineer Visit cancelled

Cambria29 — Wed, 15 Jul 2026 17:17:49 GMT

Yes, the complaint has already been submitted directly to Sky through its complaints process.

I posted the wording here to describe my experience and to provide a useful example for any customer encountering the same problem. I was not under the impression that this forum was Sky’s complaints department, nor was I asking other members to resolve the issue for me.

Suggesting that another customer may find the wording useful is not the same as organising a campaign, lobbying, or inciting coordinated complaints. It is simply customers sharing information about a common service failure, which I understood to be one of the purposes of a customer forum.

I appreciate that some people mistakenly believe they are contacting Sky by posting here, but that was not the case on this occasion. That point has now been clarified, so there is no need to continue debating it.

Re: Engineer Visit cancelled

Vik1983 — Mon, 27 Jul 2026 15:09:42 GMT

I have just had a visit for a engineer cancelled now, this was booked 12-5pm today and at 4pm got a text to say they tried to contact me which they did not.

This exact same thing happed last Tuesday

I AM SO ANGRY RIGHT NOW!!!!!

Re: Engineer Visit cancelled

Cambria29 — Mon, 27 Jul 2026 16:08:57 GMT

Hi Vik1983,

Unfortunately, this was only the beginning of my problems with Sky Q. I wasted hours speaking to various call centres, none of which seemed able to understand or resolve the issue.

Eventually, it was escalated and I spoke to a team based in Bulgaria. They were the first people who properly understood what had gone wrong and what needed to be done to fix it.

My advice, to save yourself a great deal of time and aggravation, is to ask specifically for the issue to be escalated to that team. You may be able to find the relevant contact details online, or perhaps someone else in the community can help.

Explain clearly what has happened and insist that the matter is escalated. If that does not happen, make a formal complaint to Sky. In my experience, that was when things finally started moving. I was placed on a priority list, and the engineer then attended promptly and was very helpful.

My impression is that, with Sky increasingly promoting Sky Stream, there may now be fewer Sky Q engineers available to meet demand. That is only my personal experience and assumption, of course.

I have been a Sky VIP customer for many years and was extremely disappointed with how my home move was handled. The situation was made even more frustrating by my subsequent experience with the Sky Community moderators following my original post on this thread.

Best of luck. I hope you manage to get it resolved quickly.

Re: Engineer Visit cancelled

Daniel0210 — Mon, 27 Jul 2026 16:16:14 GMT

@Cambria29 wrote:

My impression is that, with Sky increasingly promoting Sky Stream, there may now be fewer Sky Q engineers available to meet demand. That is only my personal experience and assumption, of course.

@Cambria29

That's correct and it has been well documented on here that Sky made a number of satellite engineers redundant a couple of years ago.

Re: Engineer Visit cancelled

Vik1983 — Mon, 27 Jul 2026 17:11:13 GMT

Hi Cambria29

Thank you for the amazing reply.

Can I kindly ask what is the name of the escalation department?

Sky complaint who are based in Scotland have been dealing with me thus far.

My actuall problems started 2 months back where the Q box freezes and the the minis lose connection. This happens multiple times a day.

Had a useless agency engineer rock up who did not even offer to take his boots off, walked around the home with dirty boots, did not even have replacement minis with him and when I told him that was poor service, he then turned around and told me I should leave Sky. I was in total shock a Sky engineer told me this.

The next day, replacement equipment was posted, 2 minis and a Sky Q box. Replaced all and the exact crashing still happens.

Sky complaints booked and engineer for last Tues and at 4pm I got a text to say they tried to call, which they did not and just cancelled the visit.

Sky complaints then arranged a visit for today and shock horror, 4pm I get the same text and visit was cancelled.

This all seems a little suss if you ask me.

I have been with Sky since day 1 and am a Diamond level customer and this is how they treat their loyal customers

Re: Engineer Visit cancelled

Cambria29 — Mon, 27 Jul 2026 17:21:18 GMT

Hi Viki,

I’m really sorry you’ve had such a poor experience, especially after being with Sky for so long.

The team I was referring to is usually called the Customer Priority Team, although it may also be described internally as the Executive Complaints Team or Executive Support Team. It deals with more complex complaints that have not been resolved through the normal complaints process.

I would ask your current complaints handler in Scotland to escalate the case to that team and make it clear that you need a senior Sky Q technical engineer, rather than another general agency visit.

I would also ask them to formally record both cancelled appointments, confirm why they were cancelled, keep the complaint open, and provide you with the complaint reference number.

Given that all the equipment has already been replaced and the same fault remains, it sounds as though the issue needs a proper investigation of the dish, cabling, network setup or signal rather than simply sending more replacement boxes.

I hope they finally get this resolved for you.

Re: Engineer Visit cancelled

Vik1983 — Mon, 27 Jul 2026 17:36:37 GMT

@Cambria29

Thank you for the details

I do actually have an ongoing complaint number and all this is being monitored and recorded.

The purpose of the engineer visit was for exactly what you say, to check the dish and cabling etc.

They have rebooked for next week but I may call and ask if this is actually in the hands of the senior team or not.

Again, thank you ever so much