I have been a customer for 25 Years 10 months and 1 day the Sky representative told me on 21/5/25.
I have 2Tb SkyQ and a minibox.
After a number of months putting up with SkyQ box freezing, and having to turn off and on, I went through App and answered the right questions to get another box delivered by Courier 4/5/25.
That immediately froze so after contact they sent an Engineer 4/5/25 who put another box in.
That immediately froze so they sent another Engineer on 9/5/25 who did the same. This Engineer let on that they dont have any new Sky Q boxes, that this was (and the other 2 had been) a refurb (showing me the dust marks for where it had been stacked up till packed).
That froze so when I rang on 12/5/25, the Customer Services rep in Dunfermiline raised a complaint (I didnt ask for it). She sent another Engineer out same day, and said she would call back after a couple of days.
Engineer arrived, changed cables and had me plug box direct into a wall socket.
That froze next day.
Engineer called 14/5/25 and I told her it froze. She said to disconnect from Sky Sound Box and have sound through TV. I did that.
It froze next day.
Engineer called back 19/5/25 - I told her still froze, she said her boss on holiday that week so will be back in touch after that. Didnt know what else to do. Suggested possibly downgrading to 1Tb box.
I havent heard anything since.
Customer Services person rang me back 21/5/25 . I explained everything above.
I OFFERED A SOLUTION.
I said I will move to Sky Glass, and gave her what elements. I had priced it up (as a new customer) at the discounted cost of £83. My current cost is £82.50 so I am happy to do this, and when the discount drops off will review what I use (ignoring the £19 pm cost of the TV which is my choice to purchase). Unfortunately she couldnt give me the new customer price, and only the £27 dearer cost.
She said she has waived my cancellation costs (contracted till Dec 26), which was useful to know for my options.
I said I could cancel and either me or my wife or my son takes a new Glass Subscription at £83 but then I would lose my VIP status and 25+ years tenure, so can they please just do the price of a new customer, given they CANT supply me with a Sky Q system that works.
She said she didnt have authority but will investigate it further on her return to shift on Tues 27/5/25. She didnt call back so I rang to find out what the situation was, I was told the person was not at work. I asked that a message be put on their files to call me as promised but still not heard anything.
How do I get to someone with authority to allow me to have Glass at the new customer cost of £83 without having to go through cancellation and loss of my 25+ years tenure?
