topic Re: Sky doesn't reply with a written reply to emails in Account & Billing

Sky doesn't reply with a written reply to emails

PatD007 — Mon, 25 Aug 2025 21:05:53 GMT

I've sent formal complaints to Sky about service and billing and I've made it perfectly clear that I wanted written replies but Sky insists on telephone calls.

I'm registered deaf and I find this a form of discrimination.

Re: Sky doesn't reply with a written reply to emails

Mark39 — Mon, 25 Aug 2025 21:08:08 GMT

Are you registered with Sky's Accessibility team?

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 25 Aug 2025 21:15:06 GMT

Hi Mark39,

Many thanks for your suggestions to date and for taking the time to try and help me.

I made it clear to Sky that I wanted a written reply to my email.

Sky doesn't appear to like putting things in writing.

Your mention of Sky's Accessibility team is the first I have heard of such a team.

Re: Sky doesn't reply with a written reply to emails

caesarome — Mon, 25 Aug 2025 21:17:41 GMT

@PatD007

You can register here:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 25 Aug 2025 21:23:54 GMT

Hi caesarome,

Many thanks for taking the time to write to me and provide me with the information regarding the accessibility team at Sky.

I will contact them on Tuesday morning, the 26th of August 2025.

Once again, many thanks.

Re: Sky doesn't reply with a written reply to emails

PandJ2020 — Mon, 25 Aug 2025 21:31:41 GMT

You can post about your issues here for our feedback if you wish.

Re: Sky doesn't reply with a written reply to emails

Daniel0210 — Tue, 26 Aug 2025 04:51:20 GMT

@PandJ2020

I think it refers to

https://helpforum.sky.com/t5/Account-Billing/Sky-Treating-Loyal-Customers-Like-Dirt/m-p/5065128#M265468

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 01 Sep 2025 17:17:46 GMT

Here is an update. I've registered my hearing issues with Sky. I'm registered deaf. I've email Sky and emailed my account verification details as requested. I still haven't received a reply. My broadband speed has dropped like a stone and they say there's an issue with the line. It's been like that since June 2025. I'm just cracking up by the lack of a reply.

Re: Sky doesn't reply with a written reply to emails

caesarome — Mon, 01 Sep 2025 18:26:06 GMT

@PatD007

For the line issue try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 01 Sep 2025 18:34:16 GMT

Many thanks. I've done all of that. Sky don't want to know.

Re: Sky doesn't reply with a written reply to emails

caesarome — Mon, 01 Sep 2025 18:46:00 GMT

@PatD007

And have you now selected either "Let's take a look" or "Looks like a problem" ?

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 01 Sep 2025 18:56:07 GMT

Yes. I've done all of that. I've been with Sky for years so I know about the app. It looks like Sky customer service don't want to know.

Re: Sky doesn't reply with a written reply to emails

caesarome — Mon, 01 Sep 2025 18:56:50 GMT

@PatD007 wrote:

Yes. I've done all of that.

And what happens ?

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 01 Sep 2025 19:49:15 GMT

Nothing. I've written to Sky and explained everything. Again, no response.

I'm a VIP Gold customer.

Re: Sky doesn't reply with a written reply to emails

PatD007 — Mon, 01 Sep 2025 20:01:34 GMT

As you can see the speed to the hub is poor.