I've been with Sky many years, and usually I have found their customer support very easy to talk to and highly rated, probably the best even. Whenever I have decided to upgrade or downgrade, move house or change anything, it's been very simple and very quick, no hassle at all and very friendly.
Now though, unfortunately the opposite.
Went to downgrade and/or cancel, the support staff was very hard to hear and to understand, but I persevered and agreed to new promo deals, and to extend my Sky Sports package to complete collection.
Unlike before though, the channels didn't appear instantly, and the bill via website and app hasn't updated. No email confirmation of agreements, no documentation or messages sent to my accout, nothing.
So end of same day, I spoke to sky expert via messenger channel just to query whether the deal was actually put through or not. After an hour or so of back and forth messaging trying to explain situation, I was told to continue to wait and it should come through eventually or phone up to get it sorted quicker.
The next morning (today) and still no Sky Sports channels (channels still say to upgrade) and still no contract changes or even confirmation besides the broadband, (which didn't actually change and they kept trying to upsell me a booster for additional costs).
I mean, I just want a "yes it's definitely put through" rather than a "let's wait and see" kind of answer. Or should I say "as you dared to query status, you have to wait another 72 hours". This is bonkers!
They even tried to put another deal through whilst on phone the 2nd time, I explained that unless the other deal is 100% not put through then doing this will surely complicate things even further, so they stopped. I told him I don't actually remember what my initial value savings were meant to be now, and he said they will put down their owb deal value on my notes, for next agent to view in case the initial deal wasn't put through. Although I'm certain those notes added will still only complicate things.
I asked him out right, can you even see there is a status change/package changes in pending or been initiated? His answer was just to repeat my current bill. So that's a no you can't see or no it's not been done? No idea still!
Why is this so difficult? I can see broadband deal on my app, and I could see the Sky Sports deal on my app. If I did it that way, it would have been instant. Why am I made to wait? Why is this so unnecessarily convoluted? Is there a way to actually talk to someone who can generally help answer my questions and support me rather than trying to upsell their sky booster and simply telling me to wait another 72 hours.
It's actually quite depressing. This used to take no longer than 20 mins.
