Impossible to speak to humans with sky these days

[Rodenator]

Why is it almost impossible to speak to a human.  When i eventually fins the right combination of number and have worked through various incompetent robots and ivr options its a 40 min wait to speak to someone?

How can you remove all the humans when your robots are not good enough and your service so poor people need to contact you a lot?

[Daniel0210]

@Rodenator 
In case you’re not aware, this is a customer helps customer forum. You aren’t talking to Sky Customer Services here.

Is there a Broadband related question someone can help with?

[Dave138]

Thats the problem though, your customer service doesnt help people.  You just place barriers to talking to someone to try and solve a problem.  My problem is that i have power of attorney over my mother and her account but your bots and phone systems dont allow for that so i cant get through to anyone.  it is so frustrating when i should be able to speak witha human and sort it out.

[Chrisee]

@Dave138 this page explains how to get your POA recognised by Sky see https://www.sky.com/help/articles/third-party-assistance

You aren't talking to Sky by posting in the forum but the issues around the GDPR do cause issues with lots of companies not just Sky.

[Daniel0210]

@Dave138 

As stated in the original reply we are customers here. As you have POA, In your Mums circumstances it may be worth her also being registered with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/

[Dave138]

I am registered with Sky as having power of attorney.  I just cant get past the questions they ask on the phone as i am not the named account holder so it just goes around in a loop the same as the chat bot.  i'm pulling my hair out just trying to talk to a human.  i've tried email and facebook and nothing works.

[Daniel0210]

@Dave138 

Sky don't use email as a general method of communication although that'll be a method through to the Accessibility Team. 

[Rodenator]

Yeah I realised that just before I sent it but sent it anyway as a miserable cry into the wilderness to anyone who might listen and help.....or even just agree so I didn't think I was made as kind Dave did...

Anyway, I've since left sky but thanks for responding at all, even if just to say it isn't sky, though I guess I was hoping a help forum might say "aha, yeah their bots are terrible, here's how you actually speak to real people"...

And @Dave138 I agree it's shocking how companies think their bots are helpful or ever test them at all with customers, to cut costs i.e. staff they just make it impossible for customers to find a way through to real people and call that customer "self" service....why I'm no longer with sky.

Cheers.

[Rodenator]

well...along with intolerable broadband speeds and never getting anywhere near 'forecasted' speeds, just managing to stay above minimum contractual speeds....again good cost management but poor customer experience...

[Rodenator]

Lastly, for a website that isn't Sky, the logo uses the sky font so it mighty well looks like its owned by Sky.

[Daniel0210]

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@Rodenator wrote:

Lastly, for a website that isn't Sky, the logo uses the sky font so it mighty well looks like its owned by Sky.

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@Rodenator 

By website, if you mean this Community forum it is run by Sky but on a customer helps customer basis. 

[Kelsingra]

Hey @Dave138 


As you mentioned that you have power of attorney and it's registered with Sky, I wanted to confirm what @Daniel0210 said is correct about contacting the Accessibility Team.

Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/

Thank you for joining our Community Forum! 🙂