Sky Glass - appalling customer service

[Totalwar2]

I was waiting for the back office to fix my issue was told that they could fix it.But then told sorry we can't fix it.

[Anonymous]

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@Totalwar2 wrote:

I was waiting for the back office to fix my issue was told that they could fix it.But then told sorry we can't fix it.

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I was told last week it was still with the back office and should be sorted by the end of the week (last week that was).  Now a week later, there's only a week to go till my sky sports drops off so i may aswell just wait now.

[Blandyman]

We had same issue when we phoned to cancel the advisor put cancellation on a 31 day rather than immediately, the TV is getting collected on Monday and we have been told that will stop the issue and will be able to re instate Sky Q, issue we were told is once cancellation is set they cannot change it, which seems odd but after week arguing with them it seems quicker just to wait till Tv is collected. 

[Blandyman]

Finally Sky glass was picked up yesterday called Sky like I was told too as they can't be bothered to keep promises and call back, only to be told still can't reinstate Sky Q for some bizarre reason!!! Now waiting for another "promised call back" this morning 

[Blandyman]

Depends how the advisor clicks the cancel button if he/she puts on in immediate cancel can be reinstated but looks like advisors get confused and put on 31 day cancel which then stops any thing changing ( I'm one of the unlucky ones) so far waiting since 5th Novemebr for them to sort.

[DJH1234567]

Similar issues. 

ordered sky glass and was told I would still be able to use my HD box in another room. Been with sky for 12 years. 

sky glass arrived with the wrong instructions to set stand up. Eventually found this out after hours on YouTube managed to get set up. 

started the set up and the software update kept not working.  All we got was "technical problem" checked broadband speed, over the 35 as recommended. 

numerous phone calls to sky, turning the tv off and reinstalling. Nothing would work. Was promised a replacement unit to be delivered 3 days later. 

this was when we noticed our original sky hd box now no longer works so we were stuck with no sky at all. 

Replacement glass TV did not arrive on the Tuesday. More calls back to sky to no avail and nobody could work out what was going on. Explained the situation to 5 or 6 different colleagues. All non the wiser. 

it is now day 5 of no service. No confirmation of a replacement glass tv. Normal service to HD box still not in place. 

i am currently awaiting another call back to probably explain all this again from the start. 

absolute joke, I see now why people I know are opting for "alternative" streaming options and I shall be doing the same if this continues any longer. The call centre employees seem to have no clue what they are doing and nobody can give me any solid confirmation on what the next steps are. 

i have cancelled my direct debit to sky immediately until this matter is resolved and I  compensated to a satisfactory standard. Failing this I will be terminating my contract with sky completely. 

[TimmyBGood]

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@DJH1234567 wrote:

i have cancelled my direct debit to sky immediately until this matter is resolved and I  compensated to a satisfactory standard.

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Unfortunately that just puts you in automatic breach of contract (rather than inconveniencing Sky in any way) and will typically mean that your current situation won't be resolved past the next payment due-date as you'll be blocked from accessing support systems once your account falls into deficit. 

[DJH1234567]

Sky are in a breach of contract with me right now. I have no access to view any sky product. 

[TimmyBGood]

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@DJH1234567 wrote:

Sky are in a breach of contract with me right now.

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Quite possibly, but cancelling a direct debit just causes them to automatically suspend your account and access to support services 10 days after the next payment is due, while having somewhat negligible impact on a multi-billion dollar corporation.  You actually have considerably more leverage through continuing to pay for a service you are not receiving because that lays additional obligations and liabilities on the provider for failing to provide.

[fizzdisco]

@DJH1234567 

I agree that Sky's customer service can be, and has been in your case, an abomination, but cancelling your direct debit opens you up to a whole world of pain with your credit record possibly being affected.

I hope you get it sorted out.  

[DJH1234567]

Ok thank you. It was probably a snap decision in anger! 

I have just had another chat with sky who have now said in order to switch on my old HD box it now needs to be classed as a brand new sale with an 18 month contract agreement. 

So, I ordered a product that was faulty, lost service for 6 days. Now to be told I cannot get a replacement glass and to go back to how things were previously I need to re-sign up for an 18 month contract. 

Every single Sky colleague I speak to seems extremely confused and unable to help. I have explained the full situation now to 8 different Sky colleagues and spent a total of 7 hours on the phone. Still no service, still no confirmation on when my service will resume. 

[TimmyBGood]

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@DJH1234567 wrote:

Every single Sky colleague I speak to seems extremely confused and unable to help. I have explained the full situation now to 8 different Sky colleagues and spent a total of 7 hours on the phone. Still no service, still no confirmation on when my service will resume. 

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Other posts have suggested similar problems: there's an additional complication with Sky+ HD because that's itself an end-of-life product, with all new subscriptions being on Sky Q except where installation is not physically possible.

[oj01]

@DJH1234567 Were you expecting your Sky+HD box to still function as a subscription box? If so, that was never going to happen alongside a Glass subscription. It should work as a Freesat box (assuming it's still connected to the dish), having Glass won't affect this.

As mentioned above, cancelling Glass and reverting to Sky+HD probably isn't an option Sky will now offer, it will have to be Sky Q or persevere with Glass. 

[bob1234]

@DJH1234567The basic problem is that Sky gave you the wrong information and reasonably you acted on it.

They should have told you that on activation any other Sky contract is transferred to glass.

HOWEVER as Sky record all calls you can get them to listen to what was said, their systems may make it difficult for them to do but there is no reason you should take out a new 18 months contract and they should reinstate your original subscription.

[Cornishrattler]

Dont forget that if you cancel Glass (as is your right to do so) and they have cancelled your old service by default you are in a position to give Sky the middle finger and go with another provider without penalty. Sky have handled problems with Glass with the intelligence of lower primates, somewhere between totally unprofessional and mindbogging incompetence.

Nearly 2 months on from my return they still cannot get my account right so I think you have a long and very frustrating road ahead of you......good luck