NEW CUSTOMER OFFER

[BritG]

I am a Sky Customer of over 30 years with TV, Broadband and mobile and I recently moved house.   After countless hours on the phone to customer services (the last call was 5.5 hours) to sort my home move out well in advance of move day, it culminated in Sky informing me that due to "computer issues" they were unable to transfer my Sky Q to my new property and instead I could only carry on my tv services if I agreed to switch to Sky Stream.  Reluctantly I agreed as there was no alternative and as such Sky informed me they would have to set me up as a new customer.  As a good will gesture I was informed I could receive a £120 voucher which was what I would have received as a brand new customer.  I agreed as i am happy with Sky but am now on the relentless chase for this voucher.  It's been 3 months since I moved house and have called 5 times to not only chase this voucher but to also reinstate my Sky VIP status back to Diamond from the Silver it has reverted to.   Each time I am fed the same line that a form has been submitted to the "back office" to process this but let's be honest, does it really take over 3 months to issue a voucher and change a VIP

status.   Pretty simple tasks in my opinion.  The call offering me the voucher was obviously recorded so they have proof.  Can anyone offer any advice, as I can't face another phone call being bounced around departments, re explaining it all and getting the same response.  Thank you. 

[Me134]

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@BritG wrote:

I am a Sky Customer of over 30 years with TV, Broadband and mobile and I recently moved house.   After countless hours on the phone to customer services (the last call was 5.5 hours) to sort my home move out well in advance of move day, it culminated in Sky informing me that due to "computer issues" they were unable to transfer my Sky Q to my new property and instead I could only carry on my tv services if I agreed to switch to Sky Stream.  Reluctantly I agreed as there was no alternative and as such Sky informed me they would have to set me up as a new customer.  As a good will gesture I was informed I could receive a £120 voucher which was what I would have received as a brand new customer.  I agreed as i am happy with Sky but am now on the relentless chase for this voucher.  It's been 3 months since I moved house and have called 5 times to not only chase this voucher but to also reinstate my Sky VIP status back to Diamond from the Silver it has reverted to.   Each time I am fed the same line that a form has been submitted to the "back office" to process this but let's be honest, does it really take over 3 months to issue a voucher and change a VIP

status.   Pretty simple tasks in my opinion.  The call offering me the voucher was obviously recorded so they have proof.  Can anyone offer any advice, as I can't face another phone call being bounced around departments, re explaining it all and getting the same response.  Thank you. 

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Use the 'Mail Us' option (it's actually an online form) under whichever category applies. It's not the quickest option as it can take weeks to resolve but you'll have a trail to follow if necessary. Include all possible details such as how and when you contacted them including any phone numbers or email addresses used (including yours).

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

[BritG]

Thank you!  I will try this and fingers crossed.  

[DaveDrizen]

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@BritG wrote:

I am a Sky Customer of over 30 years with TV, Broadband and mobile and I recently moved house.   After countless hours on the phone to customer services (the last call was 5.5 hours) to sort my home move out well in advance of move day, it culminated in Sky informing me that due to "computer issues" they were unable to transfer my Sky Q to my new property and instead I could only carry on my tv services if I agreed to switch to Sky Stream.  Reluctantly I agreed as there was no alternative and as such Sky informed me they would have to set me up as a new customer.  As a good will gesture I was informed I could receive a £120 voucher which was what I would have received as a brand new customer.  I agreed as i am happy with Sky but am now on the relentless chase for this voucher.  It's been 3 months since I moved house and have called 5 times to not only chase this voucher but to also reinstate my Sky VIP status back to Diamond from the Silver it has reverted to.   Each time I am fed the same line that a form has been submitted to the "back office" to process this but let's be honest, does it really take over 3 months to issue a voucher and change a VIP

status.   Pretty simple tasks in my opinion.  The call offering me the voucher was obviously recorded so they have proof.  Can anyone offer any advice, as I can't face another phone call being bounced around departments, re explaining it all and getting the same response.  Thank you. 

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As Sky are still offering Sky Q to new customers I wounder what sort  of "computer issues"  Sky incounted that to transfer your Sky Q to your new address. After all should be a simple exercised you take you Sky box with when you move Sky just change the address on there system and if you new property  already has a dish with the correct LNB you just plug your Sky box in and it works. If there is no dish or LNB  need s changing a engineer is booked to do so. Also  why it would take 5.5 hours of phone calls to sort out a simple matter as the change of agree can easly be done online either on my Sky app or on there web site. True sorting out your  broadband might have been more complicated but from your post it was Sky Q that was the issue. It looks to me that Sky for some reason used your move as excuse to sell you Sky steam because as I said new customers can get still have SkyQ why not you, About your vouchers  if I was you I would be in official complaint to get things sorted officially  and the time that has elapsed since they offered you them, Theyvshould been done straight away when you Sky stream was done like new customers do I dont think ther is 3 months wait for them.

[BritG]

Thanks for your reply.  I totally agree this was a nightmare for such a simple switch.   I called them well in advance of my move, there was already a dish at the new property and I wouldn't have even needed an engineer as it was purely plug and play.   I lost hours trying to resolve this and despite my proactive attempt to have my sky services working on move in day, I ended up waiting over 2 weeks after moving in to get up and running.   The main call centre set painful and would advise me that the move was all sorted only for their systems to reject it   It was only after threatening to leave that I was put through to somebody who could actually sort this move out. She was extremely helpful but couldn't get past the computer rejecting the move until she worked out that the issue was the Sky Q and once removed all went through.  I've been nothing but patient but ultimately I was inconvenienced and their promise of a voucher and the simple task of changing my VIP

status should have been a priority rather than the constant fobbing off I receive.  

[BritG]

By way of an update, I used the"Mail" option as you recommended and Skys mail response was for me to ring the generic call centre number to discuss this matter further.   So basically back to square one again.