topic Re: Customer Service in Account & Billing

Customer Service

JackieF17 — Tue, 05 Aug 2025 13:47:40 GMT

I waited 50 mins on a call to get through to the loyalty team and eventually had to hang up without a reply! Now I have just wasted 45 mins on Whatsapp - I gave the same answers to my security questions and they have decided they are not the correct answers and wont proceed with the chat - it goes around and around with what I consider automated answers. Why has the customer service got so bad?

Re: Customer Service

PandJ2020 — Tue, 05 Aug 2025 14:22:03 GMT

Do you have a question for your fellow customers?

Re: Customer Service

JackieF17 — Tue, 05 Aug 2025 14:25:07 GMT

Yes - why is customer service so bad?

Re: Customer Service

Daniel0210 — Tue, 05 Aug 2025 14:25:30 GMT

@JackieF17

On a call (once you get past the queue) if Sky still say the telephone password is incorrect the agent should be able to ask further questions to verify your identity, then you can set up a new password.

Re: Customer Service

JackieF17 — Tue, 05 Aug 2025 14:28:14 GMT

@Daniel0210

Thank you Daniel - I answered all the security questions asked by 2 reps on the phone and gave up waiting for the loyalty team to answer - this would have been me put on hold for the 3rd time!

Re: Customer Service

Daniel0210 — Tue, 05 Aug 2025 14:31:20 GMT

@JackieF17

Is your query something we can possibly advise on to save you calling again?

Re: Customer Service

JackieF17 — Tue, 05 Aug 2025 14:54:23 GMT

@Daniel0210 Only if you can reduce my current bill?

Re: Customer Service

Daniel0210 — Tue, 05 Aug 2025 15:04:39 GMT

@JackieF17

If only.

The best new discounts are still normally acquired by calling Sky and negotiating or potentially amending your package which will require a new 24 month minimum term contract. It’s apparent that significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new customer so expecting anything close to a new customer deal is unrealistic.