UTTERLY APPALLING AND INCOMPETENT CUSTOMER SERVICE

[andy+williams+134]

After spending two weeks trying to install Sky Go on my new laptop, and it jamming at that old favourite "downloading updates",  including lengthy e-mail exchanges with staff who are seemingly unable to follow what has been said and tried earlier iin the e-mail chain and in one instance told me to use a link they enclosed that not only should they have not sent, but was actually an internal link purely for their staff's use and could have had catastrophic consequences on my laptop,   they finally sent me a phone number.

I phoned the said phone number,  and again ended up going round in circles, doing things that had already been done before (uninstalling, deleting appdata etc, turning off all firewall and virus protection, trying different browsers, trying via ethernet as well as wifi and even hotspot via my phone) and lo and behold, getting exactly the same result, I was escalated a level.  However, they continually said they were putting me on hold while they consulted colleagues, and then several minutes into the 'hold', they terminated the call.  Two hours that nonsense repeated itself for.

Utter shambles - especially when you consider that all my other 'players' such as BBC iPlayer, ITVx, More4, My5, Netflix, Amazon Prime and Paramount+, AppleTV+ etc are working spot-on.

Disgraceful incompetence.

(Something that may trigger a previous experience any reader has had is that during the installl process, the message 'checking for updates' flashes on screen for literally less than half a second before it jumps straight to and jams at 'downloading update')
------------------------
Sky Fibre
Full Sky TV package plus extras

Samsung Galaxy Book4 Edge
Processor Snapdragon(R) X Plus - X1P42100 - Qualcomm(R) Oryon(TM) CPU (3.24 GHz)
Installed RAM 16.0 GB (15.6 GB usable)
System type 64-bit operating system, ARM-based processor

Windows 11 Pro
25H2 fully updated including optional updates
OS build 26200.7623

[SIMO50]

I have had a similar experience and I ageree uyou just get fobbed off. 

What are customers but the bread an butter of the organisation without them Sky does not exist

[andy+williams+134]

And here we still are, still getting utterly appaling incompetent customer service that amounts to exactly nothing, promises of follow-up phone calls that do not appear, technical advisors that I wouldn't even trust to wire a 13amp plug and don't even understand basic technical details and just general cheap shoddiness.

As soon as my fibre and TV contracts end, I will cancel Sky, which costs me £170 a month, including all add-ons.  This is clearly a massive problem they are unwilling or unable to resolve, shielded by a firewall of incompetent customer service and technical agents. 

So if they can't be bothered to sort it out, can't be bothered to employ capable customer support, and can't be bothered with customers who have been with them for over 20 years (I have been with them since the early 1990's), they clearly aren't worth bothering with. 

[Annie+UK]

@andy+williams+134 

How to make a complaint to sky: Sky Customer Complaints Code of Practice

Sky Customer Complaints Form

[Lee8028_]

I had same problem i uninstalled app downloaded again and reset my password and it worked 

[andy+williams+134]

Been through all that with their team and it hasn't worked.   If you follow all the other chains on the message board, this seems to be a problem with the latest ARM 64 chips, which even PCWorld will say, but Sky refuse to acknowledge.

[TimmyBGood]

---

@andy+williams+134 wrote:

 This is clearly a massive problem they are unwilling or unable to resolve, shielded by a firewall of incompetent customer service and technical agents. 

---

Realistically Sky Go is an outdated, legacy (pre-Comcast) and long neglected side-product offered as a 'free' add-on to hardware-based subscription television.

'Massive' is distinctly relative: in the Sky platform hierarchy Go user numbers are presumably tiny when compared to Glass, Stream and Q, and, crucially, it's a cost centre rather than a revenue generator.

As I've said in similar threads on this forum, personally I suspect the current app will limp on until Sky Q reaches end-of-life, and then get replaced by rebadged Comcast streaming software.