topic Re: The worst! in Account & Billing

The worst!

MJones12 — Fri, 27 Mar 2026 04:20:00 GMT

After over 10 years with sky..they have finally pushed me over the edge.
having sky Q 2tb box really was brilliant..hard drive went on one a while back...when you could easily call to get through to a human that you could then understand each other and place an order...couple days new sky Q box...sorted, never an issue.
ohhhh but now. Hard drive went on my Sky Q box, I thought fine get a replacement....2 weeks of emails chatting to bots, getting to a human that couldn't understand me nor I them, having the phone put down. Having my complete sky cancelled, sending me termination costs...dreadful. And all I was after was a sky Q box. Finally got through to someone who's first language was English...I thought great so now it won't be lost in translation. I literwtspoke as clear and precise as possible..what you could say is I was trying to let them know if they are recording there are no blurred lines SKY Q 2tb box please!!! Again and again I reiterated this. Yep yep we can sort that...what comes is this cheap piece of plastic...apparently it's the puck...which on previous conversations I specifically stated I DID NOT WANT! They continued to send me some jargon over messages to sign and agree to. I again bought up it says 'PUCK' I don't know what a puck is nor do I want it...I continuously said this through the 2 weeks of back and fourth. I highlighted on the T&C's and said I do not want this puck thing...

they said you won't get that it's just the new name of the box....even when I said is it a box like an actual sky Q box...he replied I don't know what they look like. I new this was just going to be one of those...cancel me things.

low and behold the puck comes. Cheap, flimsy and not asked for. Stating I don't need a dish...I already have one? So is this just redundant on the side of my house..how are you getting these fro people etc. so 2 days trying to set up the puck. I'll admit I'm not tech savvy, but I can manoeuvre around it.

this thing is vile. Absolute trash! Crashed so many times in 2 days of owning it, scrolling freezes, obviously no record which I was willing to waver...yeah I could go on but I've seen I'm not the only one with this decision.

stop forcing this fire stick imitation onto us. It's disgusting behaviour.

then trying to cancel is the worst. Even trying to get through to a human is terrible..sky have got to confidant and comfortable at raising prices for less quality.

I genuinely am gutted to be leaving, if this is the way forward for sky, forcing us to have what they want us to rather than what we are happy with...I'm out.

sky stream puck ABSOLUTELY TRASH, back to streaming the easy way and not being charged a fortune!

as it's a discussion page...anyone have any alternative solutions. I've seen nowtv is silly cheap? And it's pretty much pay as you go.

I know the stress and anxiety this has caused me just trying to sort a sky Q box out so I will be cancelling...once I can get through to someone.

what a shame sky.what a shame.

Re: The worst!

Daniel0210 — Fri, 27 Mar 2026 05:57:57 GMT

@MJones12

Why did you activate the puck at all if you were trying to get a replacement Sky Q box?

This link explains the methods of making a complaint.

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

Sky will then have up to 8 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Re: The worst!

Jason- — Fri, 27 Mar 2026 08:37:17 GMT

Hello @MJones12, thanks for taking the time to join and post on our Community. We're really sorry to read about your experience getting your faulty Sky Q box replaced and then being sent a Sky Streaming Puck that you didn't want!

I'll send you an invite to a private chat shortly and we can help you get things sorted.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Thanks, Jason-

Re: The worst!

MJones12 — Fri, 27 Mar 2026 08:48:36 GMT

As I wrote, I'd been ground down to use it, expecting 'maybe' it'll be ok and maybe it's just everyone else's reviews, having an autistic daughter who's calmness comes from watching her programmes, it was getting frustrating and hard to manage her and try to tell her 'it's being sorted'. So I decided to bite the bullet...I tried it for a while got stressed left it, tried again..got more stressed left it. Got it working...2 mins later it just freezes...bearing in mind I've done the whole procedure more than a few times.

so activating it wasn't something I wanted to do...it was rather so me and my daughter could have some quiet time at night..but unfortunately this wasn't to be.

Re: The worst!

Daniel0210 — Fri, 27 Mar 2026 10:13:07 GMT

@MJones12

So engage in the chat that is being sent to you.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: The worst!

MJones12 — Fri, 27 Mar 2026 13:37:29 GMT

Thank you for this, it's just the fifth week with no sky that I'm still paying for....I'm also partially blind, so using technology like messaging back and forth is horrendous for myself...and to why I try so hard to get through to a human..trying to explain on chat that you're really struggling, and having recently having a brain tumour removed, it sets boundaries of what you can and can't do simple tasks previously in regards to life are a struggle, having a ln autistic 11 year old also...brings so much upset and heartbreak..for something so menial as 'sky'. I know it sounds popstourous. But it really was our sense of calm.

for instance I have my daughter later...I can't 'speak' to my controller to ask for programmes as it crashes everytime, hard resets, unplugging...it's a stress that myself does not need.
I think I'm more upset that I've never had problems with sky for over 10 possibly more years. Just wanted my box replacing as they have done about 2-3 years ago.

and trying to explain on chat just feels like I get nowhere..everytime it's the generic 'have you tried this' yet all I wanted was the box.

ive now resided that I just can't bear with sky no longer. The only way I can get someone is to stop my DD's and await a phone call to say I haven't paid.

please don't think this is an attack at you yourself I'm just venting. 🙂

Re: The worst!

Mark39 — Fri, 27 Mar 2026 13:40:53 GMT

@MJones12 wrote:

The only way I can get someone is to stop my DD's and await a phone call to say I haven't paid.

please don't think this is an attack at you yourself I'm just venting. 🙂

Sky won't call you. Their policy is not to speak to customers at all who owe money.

Persevering with the online chat offered would be the best way forward.

Re: The worst!

Daniel0210 — Fri, 27 Mar 2026 13:43:10 GMT

@MJones12

Sky won't call you if you cancel your payment method, which is absolutely the worst thing you can do.

It's definitely not recommended and it will cause you additional problems. The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added and eventually Sky could involve a debt recovery company which may affect your credit rating.

In the future if you remain a customer, if there are health/medical issues which result in communicating with Sky being a problem, register with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are different methods of communication other than phoning so have a look at these related links… ~

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

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

https://www.sky.com/help/articles/third-party-assistance

Re: The worst!

MJones12 — Fri, 27 Mar 2026 13:50:10 GMT

...and if only they told me this themselves when asking for any assistance line (and them telling me we can assist you) it's a whole language barrier at times.

i mention the 'non payment' as when it's happened before they would be staright on the phone.

ive called been on hold for hours, and phone just gone dead also...I think ive encountered every problem I've always read about and at the time im like...I never have problems....until this bloody puck thing.
you seem to be rather clever. I see sky Q boxes for sale. Could I not purchase one of those (generic selling sites) and use that, as honestly it never ever had problems at all, always good speed, good connections. Simple and easy...I'm old..tech is slowly running away from me 😞. I don't even like social media lol.

tha k you for the quick and informative responses, o appreciate it.

Re: The worst!

MightyQuinn — Fri, 27 Mar 2026 15:14:07 GMT

@MJones12 wrote:
I see sky Q boxes for sale. Could I not purchase one of those (generic selling sites) and use that

Hi @MJones12 Not recommended, unless you want to waste your money on a plastic brick that cannot work without Sky activating it.

Re: The worst!

MJones12 — Fri, 27 Mar 2026 15:21:44 GMT

Ahh thank you, I was literally just looking at one also for £159.99.

or maybe of I bought it I can get it activated by sky? Instead of the streaming platform?

Re: The worst!

TimmyBGood — Fri, 27 Mar 2026 15:28:42 GMT

@MJones12 wrote:

Ahh thank you, I was literally just looking at one also for £159.99.

or maybe of I bought it I can get it activated by sky? Instead of the streaming platform?

No, that won't work at all.

Once outside the cooling off period you'd need to argue under consumer rights legislation that Stream isn't as described / of adequate quality / fit for purpose.

Re: The worst!

Daniel0210 — Fri, 27 Mar 2026 15:29:13 GMT

@MJones12

Most Sky Q boxes are owned by Sky and need to be returned when a subscription ends. Sky are not asking for 'some' older boxes to be returned but there's a very good chance the majority you see advertised on certain sites are technically stolen property.

Re: The worst!

MightyQuinn — Fri, 27 Mar 2026 15:32:09 GMT

@MJones12 wrote:
Ahh thank you, I was literally just looking at one also for £159.99.
or maybe of I bought it I can get it activated by sky? Instead of the streaming platform?

Hi @MJones12 If Sky were happy with you having Sky Q then they would also loan you a Sky Q box free and you would save £159.99!

Re: The worst!

Me134 — Fri, 27 Mar 2026 15:33:09 GMT

@Daniel0210 wrote:
@MJones12
Most Sky Q boxes are owned by Sky and need to be returned when a subscription ends. Sky are not asking for 'some' older boxes to be returned but there's a very good chance the majority you see advertised on certain sites are technically stolen property.

Is it not the case that you can't get a new/different viewing card paired up any more, only the original card?

Re: The worst!

Daniel0210 — Fri, 27 Mar 2026 15:34:21 GMT

@Me134 wrote:

@Daniel0210 wrote:

@MJones12

Most Sky Q boxes are owned by Sky and need to be returned when a subscription ends. Sky are not asking for 'some' older boxes to be returned but there's a very good chance the majority you see advertised on certain sites are technically stolen property.

Is it not the case that you can't get a new/different viewing card paired up any more, only the original card?

@Me134

That's for Sky+ / Sky+HD boxes.

Re: The worst!

Me134 — Fri, 27 Mar 2026 15:37:52 GMT

@Daniel0210 wrote:

@Me134 wrote:
@Daniel0210 wrote:
@MJones12
Most Sky Q boxes are owned by Sky and need to be returned when a subscription ends. Sky are not asking for 'some' older boxes to be returned but there's a very good chance the majority you see advertised on certain sites are technically stolen property.
Is it not the case that you can't get a new/different viewing card paired up any more, only the original card?
@Me134
That's for Sky+ / Sky+HD boxes.

Ahh, I thought it was all recording boxes, something to do with the license for the software expiring to pair up the cards & boxes I think? So presumed it would be all.

Re: The worst!

TimmyBGood — Fri, 27 Mar 2026 16:08:32 GMT

@Me134 wrote:

@Daniel0210 wrote:

@MJones12

Most Sky Q boxes are owned by Sky and need to be returned when a subscription ends. Sky are not asking for 'some' older boxes to be returned but there's a very good chance the majority you see advertised on certain sites are technically stolen property.

Is it not the case that you can't get a new/different viewing card paired up any more, only the original card?

That's for Sky+ HD

A current card can be paired with a replacement Q box, but the only legitimate source of such a box is Sky itself.