Original Sky Glass issue

[Sodamonkey58]

A bit complicated, but basically Sky have not got back to me any more about this problem.  This is what's occurred:

I was with Sky back in the day when Q came out.  I then went to Sky Glass when that appeared.  Since then, we moved to Virgin purely because of rising costs and the Mrs got a deal to go back to them.

We moved house last October, and not long after, Sky came out with the new deal of Glass with Netflix/Disney etc, for no extra so I decided to go back to them as the offer price was too good, even with Dolby/UHD and Cinema included.  As it turned out, because I, (stupidly), used a different email address for this, (my old one never got cancelled even though I had no services), my original Glass TV will not activate on the new email as it's still tied to my old email/sky account.

I've been dealing with the tech team who have been really helpful, however no matter what they and the "back office team" do, they can't get the tv to work on the new account.  The last thing they said was that there was a "deeper technical issue which should be fixed within 48 hours".  

That was around 4 weeks ago and they haven't contacted me since.  My last query with them was why can't my services just be swapped back to my old email/sky account?

The TV has been factory reset numerous times to no effect, the activation on the website does nothing to the TV.  One point to note is that when I deceided to use my old email after a reset, the TV activated straight away.  The only way I'm watching Sky right now is with the puck connected to the Glass with Whole Home on my subscriptions, which is £15 p/m that I don't want to be paying.

Any ideas if they can just swap everything to my old account?

Cheers for reading the long question👍

[Angel_Aka]

@Sodamonkey58 

Unfortunately I fear this is one of those unique Sky Glass issues which can only be solved by the mythical "back office" team, whoever they may be. It's probably a single human being, trapped in a room with lists of serial numbers and email addresses, desperately trying to marry them up so that Glass TVs can be activated...

It should be a simple thing really... but I've never understood why it's so complicated for Sky to sort out. 

All I can suggest is perhaps lodging a formal complaint if you can't get it sorted, but other than that I've no idea. 

Best of luck! 

[Sodamonkey58]

Is there any way to get hold of anyone from Sky on here?  I've seen them answer people about different things before, I assume they might monitor the chats to see if they can reply to someone?

[Zoltron]

I've had dealings with this back office team. And frankly they are useless.

What should be a relatively simply thing to do becomes something so complicated.

The issue is there is very rarely anyone who will take ownership of problems, you have to keep calling the call centre, which Sky try very hard to convince you to do it through online chat which takes an absolute age.

Once you've declined the offer of online chat you end up being put through to an overseas call centre, you explain the issue and they have to transfer you, you then have to explain the issue again, and quite often you are transferred multiple times explaining the same issue. And this has to be done every time you call.

Your best bet is to raise a formal complaint and ask for the priority team to deal with the complaint, if the priority team won't take ownership then email the CEO with your complaint, that's when the priority team takes over.

It shouldn't have to be like this, the whole process needs looking into, but my fear is things will never change surrounding the "back office team" because Sky's system and way of working is so locked down. But ultimately it's the customer that suffers.

I have the priority team looking into a lip sync issue on glass, and every call I called technical support it was explain, be transferred, explain again, follow these steps to troubleshoot, and it was every call, in the end the only way I could get a single person to take ownership of the problem was to go down the CEO route, as I'd tried all other routes for 3 weeks constantly and was getting nowhere.

Good luck with your problem, as this is a prime example of when a company gets too big then end user suffers.