Sky Glass - appalling customer service

[AngryLB]

Hi everyone 

Anyone else out there feel they have been mis-sold Sky Glass ! We have been with Sky for 23 years and super excited to Get Sky Glass - it doesn't need 10mbs as the advert states and we were advised. It needs 35 for a sky glass and two pucks - so never worked for us and was never going to ! Cancelled it and said we will go back to Sky Q. Turns out after numerous chase calls and a technical error, we can't get our Sky Q back for another four weeks ! Sky Q all plugged in Sky Glass still waiting to be collected ( no contact from collection agency as promised) and no TV ! No refund and yes they still took payment for service we can't access.  Anyone else had same issue Customer service ( apart from Linda) absolutely hopeless - no call backs when promised, unable to escalate and can't even email complaint ! I hope the Chief Executive knows how Sky are treating people  

[GD1]

@AngryLB  Have you raised a complaint?   This link explains how to do this if not https://www.sky.com/help/articles/how-to-make-a-complaint#make-a-complaint-contact-us

[oj01]

@AngryLB Several people have reported getting Sky Q service back up and running the same day as canceling. I'd ring back and try again. 

[TimmyBGood]

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@AngryLB wrote:

it doesn't need 10mbs as the advert states and we were advised. It needs 35 for a sky glass and two pucks

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Personally I think it's unfortunate that Sky are using that figure in advertising without further explanation: for a start it seems to be actually referring to speed reaching the Glass device rather than speed arriving at the router (as it could be interpreted), and it's then caveated in the small print with some rather odd mathematics.

Ultra HD and Dolby Atmos Pack required to watch Sky content in UHD/HDR and with Dolby Atmos – requires minimum broadband speed of 25 mbps. Not all content available in UHD and/or HDR. Content must be optimised to watch in Dolby Atmos.

Whole Home required to watch Sky TV on multiple compatible devices - requires minimum broadband speed of 15mbps for Whole Home plus one Sky Stream Puck. Additional 5mbps required for each Puck added.

[AngryLB]

thanks for this have completed - Sky advisors were unable to direct us to this process today 

[Urban+Splash]

I got off the phone an hour ago, cancelling glass. One phone call, excellent employee. All sorted there and then. Q reactivated immediately. Even got movies added for a few quid when reverted back to old package. Currently watching Q on Glass until I've time to swap it out. 

Mega impressed. Sorry you've not experienced the same. Not sure why some are taking weeks to revert back to q. Inconsistent. 

[GD1]

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@Urban+Splash wrote:

I got off the phone an hour ago, cancelling glass. One phone call, excellent employee. All sorted there and then. Q reactivated immediately. Even got movies added for a few quid when reverted back to old package. Currently watching Q on Glass until I've time to swap it out. 

Mega impressed. Sorry you've not experienced the same. Not sure why some are taking weeks to revert back to q. Inconsistent. 

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Does seem to be hit & miss on who you get and their level of knowledge.

[sheandian-19]

Exactly the same with me. Apparently the advisor o dealt with clicked cancel at end of monthly contract instead of cancel with immediate effect. They picked up my glass tv last Tuesday but can't get sky q back until end of month after contract has ended. Ryan is the only person to do what he actually says he will. When talking to him last week he got me a cracking new deal for sky q then when he called back a couple of days to break the news to me I said would i now miss the deal he got me as we couldn't activate sky q till end of month he said he would speak to his manager to honour the offer or get me a better deal for all the inconvenience sky have caused. Does anyone know how long it takes to get refund back, apparently they have to put tv through grading system to see if full refund is due

[Urban+Splash]

First I've seen talk of a 'grading system' relating to a refund. 

[sheandian-19]

That's what I got told when I asked about our refund. Might be something new with people that paid up front for sky glass tv. I will give them until next Tuesday then that will 14 days after it was collected before I ring again

[Totalwar2]

I had the same problem can't get SkyQ back until 24th of November Cazy.

[Hendjane]

Hi there yes - same here. Really feel it's been mis sold as a ready to go out of the box product. I'm a fairly technical person and have struggled to get it up and running with, as you say, abysmal support. It's at beta testing stage at best; there are so many glitches, the picture quality on our 55" model is far worse than our old TV. It's also really faffy to navigate and everything takes ages. I've still not managed to connect the puck to the second TV. TV is connected to WiFi, Puck is connected to TV but can't move it past "Let's get connected". It doesn't seem to respond to the remote control beyond that stage. We're probably going to send it back as the support of all things Sky is just non-existent apart from the Messenger chat people who cannot really help. You just go round in ever decreasing circles of annoyance! 

[Anonymous]

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@sheandian-19 wrote:

That's what I got told when I asked about our refund. Might be something new with people that paid up front for sky glass tv. I will give them until next Tuesday then that will 14 days after it was collected before I ring again

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My case is slightly different in that I never actually received the TV I paid upfront for, but I cancelled on the 21st of Oct and had to do a chargeback on the 4th of Nov. Sky then managed to do a refund on the 10th of Nov (so paying me twice 🙂 ). The actual refund was in two parts (£500 & £374) which to me suggests they're having to do manual refunds with a £500 maximum-at-a-time system. So they are doing them, just don't expect it to be speedy.

The grading part is presumably to make sure it's not damaged by yourself?

[Anonymous]

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@AngryLB wrote:

Hi everyone 

Anyone else out there feel they have been mis-sold Sky Glass ! We have been with Sky for 23 years and super excited to Get Sky Glass - it doesn't need 10mbs as the advert states and we were advised. It needs 35 for a sky glass and two pucks - so never worked for us and was never going to ! Cancelled it and said we will go back to Sky Q. Turns out after numerous chase calls and a technical error, we can't get our Sky Q back for another four weeks ! Sky Q all plugged in Sky Glass still waiting to be collected ( no contact from collection agency as promised) and no TV ! No refund and yes they still took payment for service we can't access.  Anyone else had same issue Customer service ( apart from Linda) absolutely hopeless - no call backs when promised, unable to escalate and can't even email complaint ! I hope the Chief Executive knows how Sky are treating people  

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Mirrors my experience to a tee.  The customer service guys were kind enough about it, but i'm i'm now 8 days away from the 4 weeks being up so you can see how long i've already waited.  In case you haven't seen my story in here, i had a tv i couldn't switch on without unplugging it every time, and couldn't get me back onto q for 4 weeks so i left completely and got freesat and a new tv.  Glass still sitting in the garage waiting for a call.

[Anonymous]

The thing to remember though in these cases of having to wait for cancellations, is it's not the customer services department's fault.  They physically can't do anything becasue they've been left to deal with a computer system that's been designed by someone else. 

Someone has designed a computer system where, once you cancel one part of your sky package, they can't do anything else with your account for 31 days.  Which is absolutely mental, and whoever designed that, or decided that was a good idea, needs to re-think.  To then not be able to change that system is ridiculous.  Why can't that person, or persons, just re-design the system so this isn't an issue?  You've put that system in place, just un-do it.  Leaving sky staff to bear the brunt of the complaints is not right.  I had one guy sounding distraught, said he hadn't been sleeping and had a terrible week.  I had to tell him it wasn't a big deal and to stop worrying about me, it was only tv.  The IT guys just have to un-do the system they've put in place preventing any further action once you cancel sky sports or whatever.  It can't be that hard surely to remove that section of the algorithm.