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. 

---

I suspect that's a misunderstanding from the start: it's Q Hubs which are being withdrawn, irrespective of whether there's Q television at the address.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

[Cassandra42]

Has anyone found a way of speaking to customer service?

[Daniel0210]

@Cassandra42 

These are the current methods for contacting Sky, and some will be more appropriate than others …

🟧 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟧online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟧Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟧Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🟩Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[Cassandra42]

Thank you very much- will try one method of contact or maybe all!