COMPLAINT RE. LOSS OF TV CHANNELS, BAD PIXELATING, AND ACCOUNTING ERRORS.

[StMaurSKY0217]

On Thursday 12th June, 2025, I received an email from yourselves informing me that we had experienced a Sky Broadband outage. Before this outage we were receiving excellent reception on all channels, with no pixelating at all on any channels. However, after the outage had been attended to, we found that quite a number of TV channels were missing, and pixelating was quite wide spread on most channels. We contacted Sky, who on testing our equipment found that there was a fault with our router. They sent over a new router, but we found that the faults as reported, were still present. An engineer called with us and sorted out the Broadband problem, but was not knowledgably able to fix the TV problems. I spoke to several people at Sky, who said that I had no TV package with Sky, which I insisted that we did have. Would you please reinstate our TV back to it’s pre 12th June condition, when we did not have any problems with the TV, - a Sony Bravia Smart TV.

Also, this issue has caused me to look at all of my Sky data, and I was most surprised to find that our new contract which was to be reduced from £55.00 per month to £42.50 per month, - as agreed with Alison on Thursday 19th October, 2023, has to date, never been actioned by yourselves. – Surely a bad “Duty of care” error by yourselves.

I would very much appreciate your prompt attention to these problems.

Thanking you in anticipation,

Seymour Mansell.

[GD1]

@StMaurSKY0217  You're not contacting Sky Customer services by posting here.  The correct way to raise any complaint is detailed here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

However a broadband fault can't affect a Freeview TV as those are delivered by different means and Sky can't control or fix a TV reception issue.

If you have a TV service from Sky which TV box do you have? Sky+HD, Sky Q or Sky stream as the only thing you've mentioned in relation to your TV reception issue is the make of the TV.  No mention of any Sky TV receiver?

[Daniel0210]

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@StMaurSKY0217 wrote:

I was most surprised to find that our new contract which was to be reduced from £55.00 per month to £42.50 per month, - as agreed with Alison on Thursday 19th October, 2023, has to date, never been actioned by yourselves. 

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@StMaurSKY0217 

I take it you haven't been checking your Sky bills for the last 20 months? Don't forget that in that time your account has been affected twice by the annual price increase (April 2024 and April 2025). In June 2024 the minimum term for discounts changed from 18 to 24 months so yours expired in April anyway.