topic Re: Sky Streaming Issues - Complaints Procedure in Account & Billing

Sky Streaming Issues - Complaints Procedure

Simon92 — Fri, 04 Sep 2026 08:12:53 GMT

I have issues with my use of SKY Streaming service which are recurring on a daily basis - in a nutshell the service freezes completely and leaves me having to effectively reboot in the hope it will work again - which it sometimes does...... for a while.

I have been allocated a formal complaint number so that now if I make a call the advisors simply tell me matter has been referred to a higher level.

I have heard absolutely nothing from that "higher level".

What can I expect to happen from yhe formal complaints procedure please and across what sort of timescale?

Re: Sky Streaming Issues - Complaints Procedure

GD1 — Fri, 04 Sep 2026 08:26:33 GMT

@Simon92 As this is a customer helps customer community we don't have details of your complaint nor can give you timescales, however Sky have 6 weeks to resolve it or reach deadlock.

Re: Sky Streaming Issues - Complaints Procedure

Simon92 — Fri, 04 Sep 2026 08:48:09 GMT

Thanks GD1. I appreciate the content of the compaint is not for these pages.

SIX WEEKS! Crikey... That's hardly great for the customer. Particualrly one with an incurable cancer who simply just wants his TV viewing experience to be trouble free rather than spending an inordinate proportion of his remaining time trying to resolve streaming issues.

Again. Thanks for taking the time to respond. Much appreciated.

Re: Sky Streaming Issues - Complaints Procedure

PandJ2020 — Fri, 04 Sep 2026 08:52:38 GMT

@Simon92 wrote:
SIX WEEKS! Crikey... That's hardly great for the customer.

These are the timetlines set by the regulator. It was recently reduced from EIGHT weeks.

Indeed, that's just the period before you can escalate if they don't issue a deadlock letter earlier.

ADR itself is not a quick process - it can take many weeks or even months to reach a resolution.

Re: Sky Streaming Issues - Complaints Procedure

Daniel0210 — Fri, 04 Sep 2026 09:22:50 GMT

@Simon92

See this link

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

Sky 'aim' to resolve in 10 days but effectively have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/