Buddy app, says not the right package

[Chris9986]

I had the broadband buddy app working fine, but since a house move in October 2020 it says I don't have the right package. I have called a few times and it has been passed to tier 2? But I never receive a response. I have boost on my account and have been paying it since October.  If the buddy app can't be resolved can I get a refund on the boost? 

[Chrisee]

@Chris9986 only Sky can answer your question so I have escalated your post so expect them to invite you onto an online chat to see what is happening. You should see a blue button appear in the forum but they normally sdnd you an email as well.

[Lisa-P1987 · Accepted solution]

Update - Spoken to @Chris9986 and after some back office steps, we resolved the issue and the app is now working fine 🙂

[sofie1988]

This is the same that's happened to me. I'm paying for boost but the buddy app says not the right package. Need it fixed or refunded!! 

[Chrisee]

@sofie1988 this needs Sky to dort so I have escalated your post so expect contact inviting you onto a chat via the forum where a blue button eill appear.

[Tom-W19]

Hi sofie1988

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Thanks Chrisee. We've sent an invite to sofie1988.

[FiPea]

I have the same issue following a house move. How do I sort please?

[Highlinder]

@FiPea I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

You can find more information about this process in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Lisa-P1987]

Thank you for escalating this. We have now sent an invite to chat 🙂

[Greenfingers001]

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

[FiPea]

Hi sorry - distracted by poorly kids!

yes please I do still need help. 

thanks 

fiona 

[lettice]

@FiPea 

Ive created another escalation for you.

Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[dmy24]

Thank you for escalating, a chat request has now been sent 🙂

[Greenfingers001]

Update – Thanks for chatting to us. We are still waiting to discuss with you about this. If you need

our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks