topic Re: Awful customer experience.... in Account & Billing

Awful customer experience....

Dwhight — Thu, 27 Feb 2025 11:27:04 GMT

So many problems at Sky....

You can no longer just send them a message to deal with, you have to go through the painful experience of either using the chatbot - which has little intelligence, what are you doing to improve that Sky - or you phone through to Sky customer call centres and go through painful auto,ated reponse system to get to a team of people who cannot help you so transfer you, to then get cut off constantly and have to restart the process again.

Why can't you accounts team deal with Sky Stream customers!!! You speak to someone, explain the problem with your account, they then say oh you are on Sky Stream i need to put you through to that team as i cannot deal with Sky Stream customers..... every bloody time, it infuriates me! Just give me the number for Sky Stream!

I got a new deal in the post for half price for Sky Entertainment for 9 months when i cancelled my contract. I thought, I'll take this up and stay with Sky. Had to phone them as the link supplied to the dela didnt work (good start).... spoke to account team.... had to be put through to Sky Stream.... Spoke to Sky Stream team who said that offer doesnt appear on their system so they couldnt enable it. They said they'd enable it with manager authority. 4 phone calls later it's still not be done properly and I'm paying the full amount. Sort your bloody IT systems out Sky!

I hate phoning up Sky every few weeks when these things go wrong. Whoever is in charge of IT systems and Customer Call Centres needs to be fired quite frankly they are doing an awful job. I'm just going to cancel my contract, if i can ever get through to Sky Stream team, i cannot take this any more.

Re: Awful customer experience....

GD1 — Thu, 27 Feb 2025 11:53:34 GMT

@Dwhight You're not contacting SKy Customer services by posting here, this is a customer helps customer community, if you wish to raise a complaint you need to do so through the correct channels https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Awful customer experience....

twilight+princess — Fri, 28 Feb 2025 18:43:49 GMT

We're just fellow customers here & not Sky, I however have escalated your complaint so look out for the chat invite & then click on the icon which appears to accept the chat.

Re: Awful customer experience....

Dwhight — Fri, 28 Feb 2025 18:50:01 GMT

Yeah understand, was more of a moan than wanting a specific answer! Thanks for escalating.

I did phone sky, again getting through to customer service, who couldn't deal with my issue as it's Sky stream account, so they transferred me and yet again cut me off. So went through the same process, finally getting through to sky stream team. But it was pointless as they just said my account issue will get sorted at some point but their accounts team but couldn't tell me when or how. They were clueless, not their fault, it's the rubbish sky systems. I work for a Telco, I'm not saying our systems are faultless, but I'd be embarrassed if we gave customer service like this.

Re: Awful customer experience....

twilight+princess — Fri, 28 Feb 2025 18:53:45 GMT

Thanks for the update. Hopefully the chat will give you more/better help with your issue.

Re: Awful customer experience....

Lisa-P1987 — Sat, 01 Mar 2025 09:44:18 GMT

Thanks for escalating this. We’ve sent Dwhight an invite to chat.

Re: Awful customer experience....

phomer2 — Thu, 02 Apr 2026 20:42:17 GMT

Sky customer service is probably the worse I have ever dealt with

Re: Awful customer experience....

Mark39 — Thu, 02 Apr 2026 20:49:49 GMT

@phomer2 wrote:

Sky customer service is probably the worse I have ever dealt with

Meaningless without an explanation.....

Re: Awful customer experience....

phomer2 — Sat, 04 Apr 2026 22:06:04 GMT

Good news I have a fix.

After multiple phone calls and live chats mine is now working. Steps to follow -

Go to my sky app

Click TV

Go to app subscriptions

Select Disney

View tier

As a previous premium customer I only had the £5.99 reduction offering me premium for £9

Selected the premium. Entered my card details as you no longer pay as part it your bill.

Entered Disney email and password.

Then went back to app subscriptions and selected downgrade to free version with ads.

Only downside with this option is I have to pay one month of £9. Which is better than £14.99, but free version kicks in on 03.05 for me.

We now have a working Disney plus. I'm happy, wife is happy and so are the kids