Sky glass useless, and customer service appalling

[Lochinvar23]

I was talked into Sky glass over a year ago, it has never worked. Over a year later around 8 complaints, a replacement tv, fast fibre installed, still useless. Then told use a cable, it's not wireless then, not what i signed up to, still useless. Rang to complain yet again, only to be told if you cancel, up to you, but you you are not entitled to compensation and also will have to still pay for a tv that is not fit for purpose. Please help or advise, thanks. 

[Jporch316]

@Lochinvar23 

One option open to you is to cancel the tv service and keep the tv and either resubscribe to sky q or use a streaming box plugged into your tv such as Apple TV firestick etc 

[SKY1992bf]

@Lochinvar23  Has you are well outside the return window, your only hope is if you to return it, see if can return under the not fit for purpose section of the consumer act 

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/claim-using-a-warra...

[bob1234]

@Lochinvar23The TV is purchased either outright  or by a loan but the loan is not linked to the TV.However I think there is a 2 year guarantee on Glass so Sky should still sort it out unless your WiFi speed is less than the speed Sky recommended at the time of purchase. Have you checked what WiFi speed you are getting using the Netflix app.

If any goods are faulty or not fit for purpose they can be returned for a refund BUT after 6 months ownership the onus is on the buyer to prove it is a manufacturing defect and even if that is the case the seller only has to give a partial refund as you have had "beneficial use" out of it.

[Lochinvar23]

It's sky's refusal to accept they have rolled out tech, unfit for ourpose, and the customer service is so bad, all reading off a script, i really have had enough. I want to cancel everything 

[Mark39]

While there have been reports here of problematic Glass TVs, the tech. is not generically unfit for purpose. On a day to,day basis, mine works pretty reliably.

What differentiates the TVs that work ok from those that are a pain in the proverbial is a mystery to me.

[Jporch316]

Sounds to me like a poor WiFi signal. Where sky have told you to hardwire may actually solve your issues. At the very least it will let you know wether it's a faulty tv or poor WiFi signal .

[Mark39]

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@Jporch316 wrote:

Sounds to me like a poor WiFi signal.

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I agree. Inadequate wifi speed or poor stability does seem to be a common factor.

[Lochinvar23]

They put in fast fibre, but was no better, my internet power is definitely not the issue, i am so fed up of how sky have dealt with it

[Jporch316]

@Lochinvar23 

There's a difference between internet speed and WiFi signal strength. The internet speed is the speed of your line into your router. As with any wireless system the further you get away from the source the weaker the signal becomes. Add to that various obstacles in the way (walls, metal objects etc) and other devices sharing the signal can degrade the signal.

Using ethernet cable / homeplugs / mesh ensures the minimum amount of signal degradation when it reaches your tv. 

[dipsywipsy]

Yes I never had sky TV last working for a year.. acouple months here and month there. I was 2 months off paying it off but the I thought why should I pay for a service im not receiving. I have complained so many times but nothing. I went to cisas but they need a can't go further letter or a deadlock letter from sky and they aren't even doing that. Next option ICO or consumer rights or ofcom. What are you hiding sky.. why no deadlock letter? I try talk to them they won't have it saying I had TV the whole time when I actually didnt but I did keep paying my bill even though no service. The actual TV is good but without any picture it's useless. My uncle works for sky so I thought highly of sky till now.  Very disappointed and it's actually depressed me. 

[MarkGoldsmith]

@dipsywipsy if you have raised a complaint via the official Sky complaint process outlined here: https://www.sky.com/help/articles/how-to-make-a-complaint then you can request a deadlock letter if no resolution is met after 8 weeks. 

Its all documented in Sky's Code of Practise for Complaints here: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

"If your complaint relates to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process, and we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to Sky, or if you’ve received a notification from us saying that your complaint has reached "deadlock" with nothing more we can do, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made and put things right for you.

If your complaint remains unresolved after eight weeks, we’ll send you a written reminder of your right to go to CISAS. We’ll also send you a deadlock notification on your request, unless there are further steps we can take to resolve your complaint in a timely manner. We won’t send you a reminder or issue you with a deadlock notification if your complaint is vexatious or outside the jurisdiction of the scheme."

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[dipsywipsy]

Ok,I'm sorry I didn't realise. I have tried to delete my post but I can't do it someone can I would be grateful and it's been well over 8 weeks and I'm getting ignored so don't know what else to do.

[dipsywipsy]

Hi I'm sorry I didn't realise I couldn't post the truth. It's been well over 8 weeks so I have done the process right I'm just being ignored so if someone could delete my truthful post I would be grateful as I ge ui Ely didn't realise I couldn't .many thanks