topic Re: How to actually get Sky to fix something ?? in Account & Billing

How to actually get Sky to fix something ??

JRoyD — Tue, 25 Nov 2025 09:35:53 GMT

Hi there,

I had been called by an agent in October and offered an enhancement to my package at a lower price. A month later, my Netflix gets downgraded, my package price goes up.

I've now been speaking to agents for over 2 weeks, been promised call listening twice and calls back, didn't happen. Escalated complaint to agent their manager etc. No reply. Promised call last night between 5-7PM, nothing. Spoke to agent again today and again unable to fix.

How do you actually get Sky agents or managers to actually fix the problems they created ??

Not one person out of the 10/15 I've spoken to over the last 2 1/2 weeks has been able to do anything

Roy.

Re: How to actually get Sky to fix something ??

MightyQuinn — Tue, 25 Nov 2025 09:38:17 GMT

Hi @JRoyD Why would Sky offer an enhancement to your package at a lower price? Are you 100% sure that it wasn't a scammer?

Re: How to actually get Sky to fix something ??

caesarome — Tue, 25 Nov 2025 09:38:41 GMT

@JRoyD

If you have put in a complaint then you need to give Sky time to investigate as they have up to 8 weeks to resolve this for you or to issue you with a deadlock letter that will allow you to take it further.

Re: How to actually get Sky to fix something ??

MarkGoldsmith — Tue, 25 Nov 2025 09:39:30 GMT

The way to fix it would be to raise an official complaint, by Sky's official process. This would be investigated by Sky's dedicated complaints team and you therefore won't have to keep phoning up and trying to get the first line agents having to deal with it ( because as you have found it likely won't be resolved that way).

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

Re: How to actually get Sky to fix something ??

JRoyD — Tue, 25 Nov 2025 09:40:06 GMT

I received emails from Sky with changes in email, plus a multiroom box in the post.