topic Re: Complaint process & South Africa in Account & Billing

Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 18:55:12 GMT

Looking to see if anyone could help on here !

I raised a complaint on my account 2 weeks ago I have called up number of times to which taking time out of my day having to keep calling up. I keep getting through to South Africa contact centre to which has been worse experience of my life trying to get someone to handle this.

I was told had to wait 5 working days for manager to speak to me which has now passed 2 weeks. Looking to see if someone who can handle the complaint properly will be able to assist please.

Re: Complaint process & South Africa

Daniel0210 — Tue, 02 Dec 2025 18:59:42 GMT

@Ras94
I’m afraid you aren’t communicating with Sky by posting here. We are customers on a customer ➡️ customer discussion forum where we try to help other Sky customers.

Sky have up to 8 weeks to resolve a complaint or issue a deadlock letter.

Re: Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 19:03:52 GMT

Well where else do we go then if we keep phoning up and no one can help or can't put manager on cause South Africa contact centre is telling up managers are away home or won't take calls ?

I know this is ran by a team in Livingston who surely could put me onto someone in customer priority or UK contact centre to call me !

Re: Complaint process & South Africa

Daniel0210 — Tue, 02 Dec 2025 19:09:30 GMT

@Ras94

Sky won't / can't contact you based on your post. Your Community log in name isn't linked to any Sky accounts you may have, so no one knows who you are anyway.
My understanding of Customer Service call centre Managers is that they are there to supervise, support and advise their agents and are not particularly public facing.

Re: Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 19:13:35 GMT

As I said, I know it's a team from Livingston who runs this side of the business they can send me a dm & I can give them information they need to contact me.

I am sure they can ID&V myself once I give them my details to call me on.

Re: Complaint process & South Africa

Daniel0210 — Tue, 02 Dec 2025 19:23:09 GMT

@Ras94

Sky will NOT contact you based on a post on here.

Re: Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 19:32:27 GMT

Again, I know the team monitor this plus have accounts on the community page as it is their job, so I am sure they can send a DM to myself.

Re: Complaint process & South Africa

Daniel0210 — Tue, 02 Dec 2025 19:34:26 GMT

@Ras94

Staff on here cannot / will not contact you regarding your complaint.

Re: Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 19:38:22 GMT

Well I will wait and see if I can get a DM from staff member who can help guide me to someone who can call.

thank you.

Re: Complaint process & South Africa

MightyQuinn — Tue, 02 Dec 2025 19:38:51 GMT

Hi @Ras94 Please see Welcome below for information about this community. Way back in the summer we were able to escalate posts to community staff, unfortunately that process has now stopped completely.

Re: Complaint process & South Africa

Daniel0210 — Tue, 02 Dec 2025 19:43:20 GMT

@Ras94 wrote:

Well I will wait and see if I can get a DM from staff member who can help guide me to someone who can call.

@Ras94

You presumably came on here for advice which has been provided. It's entirely up to you whether you bother to take any notice of the replies.

Re: Complaint process & South Africa

MightyQuinn — Tue, 02 Dec 2025 19:46:29 GMT

@Ras94 wrote:
Well I will wait and see if I can get a DM from staff member who can help guide me to someone who can call.

Hi @Ras94 If you are happy to wait for a staff member not to contact you, then no problem.

Re: Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 19:48:52 GMT

Thank you both for your reply.

I am sure Chloe & her team will be looking over this hope they can reply.

thank you.

Re: Complaint process & South Africa

Anonymous — Tue, 02 Dec 2025 20:09:13 GMT

I wouldn't hold my breath my friend

South African Sky agents are in my opinion the best guys to deal with regarding your complaint

They are knowledgeable, Speak and understand perfect English and really do get stuck in and take ownership

Give them a call, They got you bro

Re: Complaint process & South Africa

Ras94 — Tue, 02 Dec 2025 20:15:42 GMT

That's the problem Iv gave them a call over 15 times, issue still not resolved or heard from anyone in 2 and half weeks. Hence the reason why I am exploring other avenues.

Re: Complaint process & South Africa

Anonymous — Tue, 02 Dec 2025 20:21:21 GMT

Mind me asking what the complaint is regarding?

I can tell you from experience that some complaints are taken much more seriously than others... I know that shouldn't be the case but it is

Sky are allowed 8 weeks to resolve a complaint before deadlock and the issuing of the letter to take to the external body but its not supposed to be 8 weeks of silence from Sky... They are supposed to engage with you and attempt to resolve the issue

The 8 weeks is a limit my friend, Not the target

Re: Complaint process & South Africa

Chrisee — Wed, 03 Dec 2025 07:27:09 GMT

@Ras94 see How to make a Sky complaint | Sky Help | Sky.com that page has a link to their formal complaint code of practice . If you read that code if you have not had a satisfactory answer within 8 weeks you can go direct to CISAS who are the independent arbitration service approved by Ofcom. Otherwuse you have to patient.

When making a complaint keep it short and relevant but give dates of any calls which are relevant as Sky can listen to what was said. Do not get angry or make threats they simply dont work and just get in the way of clear communication. Sky are a huge organisation and mistakes are inevitable. While there is a temptation to try and escalate a complaint it is rarely makes a difference to the outcome. I speak as someone who ran consumer advice centres whose staff advised many clients on how to make effective complaints.