Customer service email

[GIRLFRIDAYTOO]

Alerted by a sharp increase in our Sky Bill we logged into Sky to see Sky Messages regarding our Broadband going out of contract.  WHY doesnt someone email you???  WHO reads Sky messages regularly??

Further checking on the account page sees a statement the contract has ended click "find out more".  It wont work (perhaps because we are overseas?).  So we try to find an email to contact them........Nah, nothing just pages of supposed "help".

We found various old emails from Sky so emailed all of them...nothing.  Except an email about "Improvements to our email service" which sends us to the same pages of "help".  So no further forward at all.

Yes we are currently overseas so dont want to spend a fortune waiting for Sky to answer so WHY cant we email them directly???

Crazy so called customer service profile.

Can anyone advise a decent email contact please??  Thank you

[Mark39]

Sky don't use email as a general means of contact. You could try Twitter/X or Facebook Messenger.

[GD1]

@GIRLFRIDAYTOO  Everyone will have received an email or will get one in the next few days.

Sky also don't use email as a form of contact. To discuss your account if your outside of a discounted period you need to call and Sky don't have an international nummber as surprisingly they would expect custiomers to call them from the country they provide serivce to.  You'll need to call when you return if they can't deal with it over social media as per @Mark39  suggestion

The price rise is an annual thing so if you've been with Sky more than 2 years you shouldn't be surprised by it.

[GIRLFRIDAYTOO]

@GD1 "The price rise is an annual thing so if you've been with Sky more than 2 years you shouldn't be surprised by it"

The price rise had nothing to do with a 2 yrly price hike at all, it was all due to our Sky Broadband coming off contract.  Didn't realise it was on a different timeline to our Sky TV contract.  The problem remains that no access to Sky via email is a real PITA.  Not looking fwd to a long distance call waiting in some customer service queue as the phone bill keeps rising... 

[Daniel0210]

@GIRLFRIDAYTOO 
Sky will have told you the date the discount was ending when you took it out. If your discount has ended you will need to contact Sky to try to negotiate a new deal which will require another 18 month minimum term contract. Sky are not obliged to offer you another discount so if you’re offered something acceptable you need to agree to it there and then because if you decide to think about it the offer may no longer be available when you call back.

You can either call Sky or use the following link
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave

[MarkGoldsmith]

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@GIRLFRIDAYTOO wrote:

@GD1 "The price rise is an annual thing so if you've been with Sky more than 2 years you shouldn't be surprised by it"

The price rise had nothing to do with a 2 yrly price hike at all, it was all due to our Sky Broadband coming off contract.  Didn't realise it was on a different timeline to our Sky TV contract.  The problem remains that no access to Sky via email is a real PITA.  Not looking fwd to a long distance call waiting in some customer service queue as the phone bill keeps rising... 

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There are usually fairly sensible reasons for not allowing customer support queries via email. What can happen to big companies if they enable email services, is that they can't control the volume of calls that are comming in. Typically when using email you will often generate a big backlog of queries that you cannot clear. I'm not saying the current phone system is great, with people perhaps having to be on hold for anywhere between 5 minutes to one hour, but its a way of queuing up of requests to ensure you have enough agents to hopefully deal with them.

The big issue with email, is people may not get a resposne within a couple of days, so they start sending chasing emails which just increases the backlog the customer services team would have to deal with.

I wouldn't be surprised if this is partly the reason Sky are trying to go more to self-help where possible, with lots of information and guides available on their website, including of course this forum where other customers can point people to the right place.