The worst customer service in the world?

[SteveH561]

Can anyone explain to me please, why it's sooo difficult to actually talk to someone about anything to do with my sky account?

Loads of different numbers that when you speak to a robot, and it doesn't have an answer to why you are calling, just sends random texts and then kicks you out. 

Why is it that when by sheer chance I get to speak to someone in a call centre, I have to give my details multiple times and keep getting out on hold before being told that they can't help me. 

I moved home on 27th June. Been with sky over 21 years and now, on 31st October I have still not got what I need.

[caesarome]

@SteveH561 

When asked any questions by the bot have you tried saying nothing as this has worked for others previoulsy. Other than that Sky can also be contacted via social media if your issue isn't something us fellow customers cann help you with via here ?

[SteveH561]

Thank you. I'll try that. In essence, sky sent me an email to say my sky q Box needs a  new router. They sent me one, which parcel force lost. Hours spent back on the phone to try and get another sent. I then get sent a new sky q box via DPD with them wanting my old box in return. Another phone call, there is nothing wrong with my q box, please send me a router (hub) that sky are telling me I need. Latest from the call centre, they will ring me next Monday morning. The most disturbing thing is that the people in the call centre DO NOT appear to understand English. 

[caesarome · Accepted solution]

@SteveH561 

It might be worth putting in a complaint:

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

[SteveH561]

Thank you Caesarome. Most helpful. I wil use your link. It's been a litany of mistakes since I moved in June. If this is how they treat customers of 21 years, I feel sorry for new subscribers. 

[TimmyBGood]

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@SteveH561 wrote:

In essence, sky sent me an email to say my sky q Box needs a  new router. 

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I suspect that's a misunderstanding from the start: it's Q Hubs which are being withdrawn, irrespective of whether there's Q television at the address.

Q Hubs no longer meet UK regulations for internet routers because they have fixed weak administrator credentials.

[MarsheyUK]

I couldn't agree more with you. Impossible to actually talk to anyone.