Cancelling SkyQ order

[Alec36]

Good evening

I am 86 years old and deaf. I have been a customer with SKY for 23 years. I have recently lost my wife and to cheer me up my family thought I might like to upgrade from my old Sky + box to Sky Q

Having placed the Order, it seems I will not get full benefit as I dont have broadband/internet etc. I just get my family to do stuff for me.

My daughter in law tried to cancel today.They wont cancel because we could only remember 2 of the 3 security questions and just want to speak to me despite being told over and over again that Im deaf.

They wont help me, refuse to cancel and say they will charge me £25 if I dont let the engineer in

Can anyone help ?

I asked for the complaints address but they said I cant complain.  I will write to SKY but installation is due in a few days and need help now.

Thank you

[Daniel0210 · Accepted solution]

@Alec36 
It may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/ 

[GD1]

@Alec36  As we are customers here there isn't much we can do, I would however suggest you register through the Accessibility Team https://www.sky.com/help/articles/contacting-sky-accessibility

[Alec36]

Thank you all. I will get my family to register with the accessibility service for me

Good evening

Alec

[nigea99]

hi @Alec36 

I have escalated your post to the SKY team that assist customers here.

I must, however, point out they may need to be able to go through the Security qestions with you.

I am not 100% sure they can directly assist but may be able to give advice on how to take this forward

Please see this link re the escalation and what you might see:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[SKY1992bf]

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@nigea99 wrote:

hi @Alec36 

I have escalated your post to the SKY team that assist customers here.

I must, however, point out they may need to be able to go through the Security qestions with you.

I am not 100% sure they can directly assist but may be able to give advice on how to take this forward

Please see this link re the escalation and what you might see:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

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@nigea99  the escalation team won't be able to help other than give the same advice as what @GD1 and @Daniel0210 have already given has they can't process cancellations 

cc @Alec36 

[Alec36]

Thank you for escalating.

Hopefully this will help

You are all very kind

God bless

[Lisa-P1987]

Good morning, unfortunately our team does not process cancellations. 

Perhaps the best team to speak to is our value team which is accessible via chat @Alec36. 

If you can use this chat facility, then they can go through additional security to get into the account. Security questions which we can't ask 3rd party callers. So you should be able to get through that via the chat and then have the discussion about cancelling. 

https://www.sky.com/help/articles/cancel-sky-tv

Opening hours: Mon-Sun 09:00-19:30

There is also the option to cancel your installation via the mysky app or on sky.com which I will post below. 

https://www.sky.com/help/articles/reschedule-your-sky-tv-engineer-appointment

Sorry that our community chat team cannot assist further on this. 

[nigea99]

Many thanks for that @Lisa-P1987