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Discussion topic: Sky Package changes support experience

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This message was authored by Ross+Thoroughgood This message was authored by: Ross+Thoroughgood

Sky Package changes support experience

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.

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This message was authored by bluecar.jr This message was authored by: bluecar.jr

Re: Sky Package changes support experience

On this forum for the same reason looking for answers - finding it really bizarre that a deal negotiated yesterday is not showing on my account in future bills and no email confirmation or anything.

 

This has never happened before and email follow ups used to be pretty instantaneous.

 

They were pretty keen on trying to get my broadband business and they are calling me back on Friday but I insisted the deal was applied straight away regardless of if I agree to add broadband and they assured me they would.

 

hmph.

This message was authored by caesarome This message was authored by: caesarome

Re: Sky Package changes support experience

Posted by a Superuser, not a Sky employee. Find out more

@bluecar.jr wrote:

On this forum for the same reason looking for answers - finding it really bizarre that a deal negotiated yesterday is not showing on my account in future bills and no email confirmation or anything.


It might be worth leaving it for a few days to see if they do update and if not you will need to call them back.

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This message was authored by sweetie2 This message was authored by: sweetie2

Re: Sky Package changes support experience

I asked for the Sports channel on my account to be cancelled last month and my bill came down to €42  but on checking my account I see I was charged €58 and sports still on my package. Please cancel 

If this isn't sorted immediately  I will be forced to cancel my subscription altogether. Have someone contact me to discuss this problem.

This message was authored by Mark39 This message was authored by: Mark39

Re: Sky Package changes support experience

Posted by a Superuser, not a Sky employee. Find out more

@sweetie2 you'll need to call. We're customers here and Sky won't know how you are from a forum post.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Sky Package changes support experience

Posted by a Superuser, not a Sky employee. Find out more

@sweetie2 

As you mention euros I presume you're in the ROI. I don't believe Sky Ireland Customer Services are available at a weekend so you'll need to contact them tomorrow. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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