Sky TV, Mobile & Sky Store Issues

[Wards]

Hi guys, hoping somebody can help as I'm often going around in circles when contacting customer service and the problem are multi faceted.

I originally took out Sky Stream. When I asked about record, apps such as Apple TV and Box Sets I was told this wasn't available through Sky Stream. I later found out from the Sky Installer that this was a lie in order to make a sale after I switched to Sky Q.

I've completed given up with my Sky Broadband. There seems to be some sort of security setting attached where it doesn't load web pages through my iPhone, newspaper websites etc (even Sky News!) How can I switch this off?

I then stupidly took out a Sky Mobile contract. The handset became faulty (outside of Sky's influencer, to be fair) but the two week turnaround to have a new handset replaced is extremely disappointing - I feel as though I'm paying for something I don't even have.

They offered £28 Sky Store credit, which is completely useless as you can no longer order DVD's and from all the above, I'm already planning to cancel everything once each contract comes to an end.

I'm not sure if it's just Comcast/NBC Universal cutting costs since they bought Sky, but the service has become genuinely abysmal since I was last with them around 2016.

Furthermore, when you do complain, you never actually find out the result. It's an incomplete process where they say it's been investigated without any transparency to the outcome.

Would anybody know where to raise these complaints to somebody who I can actually get an answer from? At this stage I'm debating the Ombudsman because I'm at the end of me tether with Sky after less than two months.

[oldfella]

Hi @Wards 

As you have asked a specific Broadband Question in your post I have moved it to SkyBroadband.

Regarding Complaints see the following link

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

[jamesn123]

@Wards 

Answers in bold below.

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@Wards wrote:

I originally took out Sky Stream. When I asked about record, apps such as Apple TV and Box Sets I was told this wasn't available through Sky Stream. I later found out from the Sky Installer that this was a lie in order to make a sale after I switched to Sky Q.

Not sure why Sky would lie about this. I am pretty sure they would rather sell you Stream over Q as Stream cost them less to install & maintain.

I've completed given up with my Sky Broadband. There seems to be some sort of security setting attached where it doesn't load web pages through my iPhone, newspaper websites etc (even Sky News!) How can I switch this off?

This could be Sky Shield causing the problem. You can disable Sky Shield by following these instructions https://www.sky.com/help/articles/sky-broadband-shield-using

I then stupidly took out a Sky Mobile contract. The handset became faulty (outside of Sky's influencer, to be fair) but the two week turnaround to have a new handset replaced is extremely disappointing - I feel as though I'm paying for something I don't even have.

This is a normal process for Sky so complaining about it wouldn't get you anywhere. Also you mentioned below that you were given £28 of Sky Store credit which can be spent on any digital rental or Buy & Keep, not just DVDs so it isnt useless.

Would anybody know where to raise these complaints to somebody who I can actually get an answer from? At this stage I'm debating the Ombudsman because I'm at the end of me tether with Sky after less than two months.

The Ombudsman will not be interested in your case at the moment because you not yet raised an offical complaint with Sky and reached a deadlock. If you wish to raise a complaint with Sky you can find the details on how to do so here.

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[TimmyBGood]

@Wards 

And as a matter of practicality it's always best to keep such complaints separate, because they involve different parts of Sky and bundling them together inevitably complicates things.

[Wards]

Thanks James,

Not sure why Sky would lie about this. I am pretty sure they would rather sell you Stream over Q as Stream cost them less to install & maintain.

I'm not sure what to tell you - They did. I guess it was because he was comission based and the package costed more, ultimately making Sky more money.

This could be Sky Shield causing the problem. You can disable Sky Shield by following these instructions https://www.sky.com/help/articles/sky-broadband-shield-using

Perfect, thank you. I'll take a look.

This is a normal process for Sky so complaining about it wouldn't get you anywhere. Also you mentioned below that you were given £28 of Sky Store credit which can be spent on any digital rental or Buy & Keep, not just DVDs so it isnt useless.

You can no longer buy DVD's from the Sky Store - It's digital only. Apparently it's a "for now" decision, which has been the case since 2020, so I doubt they'll return to offering physical DVD's (yet unsurprisingly, the prices have remained the same, if not increased). When I do leave at the end of the contract, they'll be of no use because I won't be within the ecosystem of a Sky Box to use them.

The Ombudsman will not be interested in your case at the moment because you not yet raised an offical complaint with Sky and reached a deadlock. If you wish to raise a complaint with Sky you can find the details on how to do so here.

I've had replies, all of which have been closed without any transparency to the outcome as stated previously, but now I know that's the process, I'll raise a complaint there.

Much appreciated.