We and sky cannot organise an engineers visit

[Menems]

Been having wifi connection issues at home since January 24. 

My partner somehow has a "dead" account in her name that sky cannot delete, along with an account number that is recognised,  however when we or sky try to organise an engineers visit due to tempremental wifi connections the system doesn't allow a visit. 

This is usually as far as we get after being promised numerous call backs that don't occur. 

How do we go about resolving this issue as we're getting pretty fed up repeating the same old conversation, time and time again !!!

[Chrisee]

@Menems any question on account identities usually can only be dealt with over the phone with your partner making the call. I would raise a formal complaint  - use those words - onnthst call as these usually get resolved at a higher level. See How to make a Sky complaint | Sky Help | Sky.com

[Menems]

Thanks for the reply. 

My partner is dealing with this as it's her account.

She's made several complaints and still no joy.

[Chrisee]

@Menems if she has made a formal complaint and she has received a reply she does not accept or 8 weeks have passed she can take the matter to the ADR provider. Read Sky's complaint system in the link I gave.

Just calling and moaning doesnt start the formal process hence the need to use the right words.