Sky Glass TV cancelled

[David+Smyth]

I'm with Sky 20+years and have never had  hassle like I have at the minute, yesterday I got an email to say my Sky Glass TV has been cancelled, my bills are paid monthly so it's not a credit issue, I rang Sky, as per usual it took 30 mins to get talking to someone, they put me through to tech dept who told me to do a hard reset, long story short all the resets in the world would never have got it going as they cancelled the TV, this means it has been deleted from my account, I rang back today and after 90 mins was told that they can't turn it back on or add to my account for 7 + days, has anyone ever heard of this I'm absolutely fuming with Sky, I now have TV in the living room for a week or more what a shambles.  

[BenJoBanjo]

@David+Smyth 

Shambles is the correct term. It sounds absolutely ridiculous that Sky have basically stopped you from using a piece of hardware, that you own, against your wishes. 

If I were you I'd lodge a formal complaint. 

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

[David+Smyth]

Thanks for the link I will surely be making a complaint, I have plenty of time on my hands this week 

[David+Smyth]

Just an update on the Sky Glass cancellation, on Friday that will be 3 weeks without TV, I have have spent hours on the phone trying to resolve this and not one person from Sky knows how to add the Glass TV back to my account, I was told technical could help they transfer me to cancellations they tell me it's a technical fault. Is there anyone can help with this problem ? after 20+ years I think it's time to leave but they say I can't leave as I'm under contract. Think it's time to talk to trade and standards, I'm still paying for a TV that I can't use through Skys negligence. 

[mikealanr]

Hi @David+Smyth 

Have you made a formal complaint? This gets dealt with by a high level complaints teams rather than going around in circles with CS staff.

MikeAlanR

[David+Smyth]

@mikealanr 

I emailed a complaint this evening via the My Sky App hopefully I'll get a reply soon. All I want is normal service to resume, thanks for the reply 

[mikealanr]

Hi @David+Smyth 

It's likely the issue is it needs a back office team to resolve, they work off a ticketing system and literally work in sequence. There was another post here recently saying that that they were advised there is a three week lead time for this.

Just make sure you are credited back for the period you have been without!

MikeAlanR

[David+Smyth]

Thanks by: mikealanr

I think your right they did mention a ticket had been raised then cancelled, then another raised on Monday hope I dont have to wait another 3 weeks, I dont understand how it can be cancelled within a few hours but take weeks to fix, this has really put me off ever upgrading or adding another Glass to my account 

[David+Smyth]

Update on my Sky Glass cancellation, I recieved a call yesterday from the Sky Glass team scheduling a call back on Tuesday 25th. November 4 weeks from it was cancelled from my account. It was cancelled in a matter of hours and it take 4 weeks for someone to acknowledge there is a problem. Seriously Sky ! If it was Danny Dyer or Michelle Keegan would they have to wait 4+ weeks to get an answer or a resolution. 4 weeks paying for TV that I can't use due to negligence at Sky. 20 years and 4 months with Sky,  bills paid monthly and they call me to reschedule another call back, As I said in an earlier post 'Shambles'