topic Re: New viewing card issue help in Account & Billing

New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:04:24 GMT

Hi, my Sky boss failed and needed replacing. The new box arrived early but I was not told to keep the viewing card!!!

As soon as I realised I needed the viewing card, within 5 minutes of the DPD driver leaving I ran Sky to get the DPD drivers details....

The first thing I was told is that this is very common, they rarely explain you must retain the viewing card!

After 2 hours on the phone, I am told the earliest I will receive a viewing card is 3-5 working days....I have asked for next day delivery as an exception as this is their error and been told the only company that offers next day delivery is Amazon.....

I have been with Sky over 11 years....

I am on hold now to cancel all services....

Re: New viewing card issue help

Daniel0210 — Thu, 24 Oct 2024 12:07:44 GMT

@Ktq1

It is a common problem and one we warn customers about very frequently on here. The cards are sent out by Royal Mail so do take a few days. Sky will say this is your error not theirs.

Re: New viewing card issue help

caesarome — Thu, 24 Oct 2024 12:09:34 GMT

@Ktq1 wrote:

After 2 hours on the phone, I am told the earliest I will receive a viewing card is 3-5 working days....I have asked for next day delivery

Viewing cards are sent via Royal mail so 3-5 days is the standard delivery timescale for these and this can't be speeded up.

Re: New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:12:01 GMT

I don't understand why they can't arrange special delivery, I'd even pay for it!

The only reason I have Sky is for the formula 1, if the viewing card doesn't arrive tomorrow then I will cancel all the services.

Now I know it's a common issue I am even angrier

Re: New viewing card issue help

caesarome — Thu, 24 Oct 2024 12:13:51 GMT

You can access the F1 via Sky Go in the meantime.

Re: New viewing card issue help

Daniel0210 — Thu, 24 Oct 2024 12:15:17 GMT

@Ktq1 wrote:

Now I know it's a common issue I am even angrier

@Ktq1

To clarify, the customer leaving the viewing card in the faulty box is a common issue… not the time waiting for a new card to be delivered. I thought there was a reminder of this on correspondence sent out by Sky before the doorstep box swap.

Re: New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:16:38 GMT

Unfortunately I can only access Sky Go on my phone! Hardly an acceptable option.

Sky has confirmed the advisor didn't tell me to retain the viewing card during the call so I can cancel without to he 30 days notic period!

Re: New viewing card issue help

Daniel0210 — Thu, 24 Oct 2024 12:19:05 GMT

@Ktq1

And if you cancel, Sky will send out returns packaging to return your Sky Q equipment by which time the viewing card will have arrived so don't make a knee jerk reaction in cancelling.

Re: New viewing card issue help

SKY1992bf — Thu, 24 Oct 2024 12:20:15 GMT

@Ktq1 wrote:
Unfortunately I can only access Sky Go on my phone! Hardly an acceptable option.

Sky has confirmed the advisor didn't tell me to retain the viewing card during the call so I can cancel without to he 30 days notic period!

@Ktq1 I wouldn't take that for granted make sure you keep details of the call

You Could end up with early termination charges if in contract

Re: New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:25:07 GMT

I'm out of contract. I have asked for copies of all correspondence via GDPR as I intend to make a formal complaint to the ombudsman anyway.

Shocking how badly they treat loyal customer. I have calculated that I have spent over £150,000 with them....

Re: New viewing card issue help

Daniel0210 — Thu, 24 Oct 2024 12:28:37 GMT

@Ktq1

The initial complaint process must be a complaint to Sky

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: New viewing card issue help

Mark39 — Thu, 24 Oct 2024 12:41:32 GMT

@Ktq1 wrote:

I don't understand why they can't arrange special delivery, I'd even pay for it!

It's an automated operation, Pretty sure the adviser simply requests the replacement Card on screen and a separate despatch process sends it out. I very much doubt that there's an exceptional option to specify the method of delivery.

Re: New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:43:08 GMT

Thanks I've already done that.

Re: New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:44:08 GMT

I understand but surely there is a way that when something goes wrong they can intervene and send via another method, it isn't that difficult

Re: New viewing card issue help

Mark39 — Thu, 24 Oct 2024 12:45:34 GMT

@Ktq1 wrote:

I understand but surely there is a way that when something goes wrong they can intervene and send via another method, it isn't that difficult

I doubt the adviser has the option, presumably because no need for it has been identified.

Re: New viewing card issue help

Daniel0210 — Thu, 24 Oct 2024 12:47:01 GMT

@Ktq1

Unfortunately all that's gone wrong is you forgetting to remove the card from the box. It's an easy mistake to make and plenty do.

Re: New viewing card issue help

GD1 — Thu, 24 Oct 2024 12:49:50 GMT

@Ktq1 This is a customer error not a Sky error, therefore they should not nor will expedite this for you.

Re: New viewing card issue help

Ktq1 — Thu, 24 Oct 2024 12:51:26 GMT

The error is the fact their advisor didn't tell me to retain the viewing card. The call has already been listened to and confirmed by Sky

Re: New viewing card issue help

SKY1992bf — Thu, 24 Oct 2024 12:54:11 GMT

@Ktq1 wrote:
The error is the fact their advisor didn't tell me to retain the viewing card. The call has already been listened to and confirmed by Sky

@Ktq1 sky expert customers to already know this hence why there was no need for advice to be given

Re: New viewing card issue help

Ktq1 — Fri, 25 Oct 2024 13:53:09 GMT

Thank you to everyone who has assisted me, I am only sorry I didn't know aboyt this community before I started speaking with SKY!

To update everyone, the new card arrived today, so it is possible to get a card the next day......lol