Sky will not let me back to sky Q

[Totalwar2]

Yes they have to make a new account for glass.

[Totalwar2]

Others on forum here had no problems going back to SkyQ.As I understand it because I cancel down part of my package.Sky saying until they are clear.They are unable to cancel Glass tv Subs and not able to send glass to back.The back office is supposed to look at this hopefully fix it but it's nearly been a week now.

[Anonymous]

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@Totalwar2 wrote:

Others on forum here had no problems going back to SkyQ.As I understand it because I cancel down part of my package.Sky saying until they are clear.They are unable to cancel Glass tv Subs and not able to send glass to back.The back office is supposed to look at this hopefully fix it but it's nearly been a week now.

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I gave up waiting and called. It's still with the technical guys as they still can't remove the pending delivery. They can't give any timescale whatsoever as they simply don't know. They'll get in touch when they've resolved it. Don't bother Sky as I'm putting a chargeback claim in as we speak. The 7th time of being told "we're working on it" & the even worse "your refund is being processed" was the charm.

[Totalwar2]

Can't you contact panther and cancel delivery.

[Anonymous]

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@Totalwar2 wrote:

Can't you contact panther and cancel delivery.

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Who? Me?

I cancelled the day after the order and never received it (delivery got delayed).

[d2h]

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@Anonymous wrote:

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@Totalwar2 wrote:

Others on forum here had no problems going back to SkyQ.As I understand it because I cancel down part of my package.Sky saying until they are clear.They are unable to cancel Glass tv Subs and not able to send glass to back.The back office is supposed to look at this hopefully fix it but it's nearly been a week now.

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I gave up waiting and called. It's still with the technical guys as they still can't remove the pending delivery. They can't give any timescale whatsoever as they simply don't know. They'll get in touch when they've resolved it. Don't bother Sky as I'm putting a chargeback claim in as we speak. The 7th time of being told "we're working on it" & the even worse "your refund is being processed" was the charm.

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Have you followed the complaints process? I would be considering an ombudsman escalation because your journey has been dreadful. 

[Totalwar2]

No and don't know how lol.

[SKY1992bf]

@Totalwar2  If you want to raise a complaint see this link 

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

[TimmyBGood]

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@d2h wrote:

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I would be considering an ombudsman escalation because your journey has been dreadful. 

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Difficult to know where that would be escalated to: provision of and access to satellite/streaming television is not regulated in the same way as broadband/telecoms (because unlike telecoms, television has not historically been regarded as a 'critical' service) and as such it does not have a designated ombudsman service.

[Anonymous]

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@d2h wrote:

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@Anonymous wrote:

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@Totalwar2 wrote:

Others on forum here had no problems going back to SkyQ.As I understand it because I cancel down part of my package.Sky saying until they are clear.They are unable to cancel Glass tv Subs and not able to send glass to back.The back office is supposed to look at this hopefully fix it but it's nearly been a week now.

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I gave up waiting and called. It's still with the technical guys as they still can't remove the pending delivery. They can't give any timescale whatsoever as they simply don't know. They'll get in touch when they've resolved it. Don't bother Sky as I'm putting a chargeback claim in as we speak. The 7th time of being told "we're working on it" & the even worse "your refund is being processed" was the charm.

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Have you followed the complaints process? I would be considering an ombudsman escalation because your journey has been dreadful. 

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I've just put another complaint in myself, they have credited me for the next 2 months but I'm looking for a better long term deal because if I have to go back next May when my minimum term runs out I'll maybe just not bother and cancel.

[Totalwar2]

How did you make your complaint @Anonymous ?

[Anonymous]

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@Totalwar2 wrote:

How did you make your complaint @Anonymous ?

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

Use the email option and it brings up an online form, the box for your complaint looks small but it will expand so you're not restricted.

[Chrisee]

Sky's complaint process includes escalation to an independent agency who count as Alternstive Dispute Resolution in law. See here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

If the customer does not accept Sky's answer or if there is no reply within 8 weeks the complaint can go to CISAS . Regulators like Ofcom rarely deal with individual complaints which is why these formal ADR organisations were brought into being as an better alternative to court action. 

[Totalwar2]

Sent hope it's ok not very good at this sort thing lol.

Thanks for the help everyone most appreciated.

[Anonymous]

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@Anonymous wrote:

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@Totalwar2 wrote:

Others on forum here had no problems going back to SkyQ.As I understand it because I cancel down part of my package.Sky saying until they are clear.They are unable to cancel Glass tv Subs and not able to send glass to back.The back office is supposed to look at this hopefully fix it but it's nearly been a week now.

---

I gave up waiting and called. It's still with the technical guys as they still can't remove the pending delivery. They can't give any timescale whatsoever as they simply don't know. They'll get in touch when they've resolved it. Don't bother Sky as I'm putting a chargeback claim in as we speak. The 7th time of being told "we're working on it" & the even worse "your refund is being processed" was the charm.

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An hour and a half later the bank have refunded me the £874, you see how easy it should be Sky?