Can’t contact Sky

[Daniel0210]

@KarlD52 

Your new thread has been removed as you've included the unique complaint number specific to you, also your post on here referencing it.

Once you've submitted a complaint Sky have up to 6 weeks to resolve it before you can ask for a deadlock letter. 

[KarlD52]

Hi Daniel

I'm told by email SKy have 10 days to review and resolve it. They closed my complaint so the new thread is because the complaint has not been resolved - I've never been communicated with about it

[Daniel0210]

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@KarlD52 wrote:

I've never been communicated with about it

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@KarlD52 

What was the outcome of the chat invite sent by the Community Messaging Team on the 26 August (post 7 of this thread)? 

[KarlD52]

Hi - thanks for the follow up

I got lots of promises but nothing has happened so far, so its now 1 week since I reported the issue 

Last Friday I used a friends phone to talk to Sky Help. As I said before I am a pensioner who lives alone and I rely on my phone for lots of things including health issues.

After about 2 hours on the phonecall I was promised a new sim card would be sent to arrive at the latest on Tuesday (1 September) and the network team would be reminded of the issue. 

On Saturday I phoned again and raised a complaint and asked for action and compensation for the problems I've faced and the poor customer service.  I was told I would also get a "call" on WHatsApp on Tuesday to check whefher I received it and support to activate the sim. There would also be an email follow up of my complaint. 

On Tuesday I got an email telling me the complaint had been resolved.

Well this infuriated me as I've not had any communiucation from anyone. I've had to instigate any communication with SKy Mobile Help through chat. No-one has been in touchwith me  to help or support me.

Well the sin card did not arrive yesterday, so yesterday evening I chatted several hours on the help chat line. By this time the open chat had been closed by the support team so I could not contact them,.

On the help chat I was promnised action, including a call back via WhatsApp from the "back office" within 48 hours. 

Wednesday, still no action from Sky and, no sim card in the post  this morning, I asked the Help line for a  tracking number fror the delivery but I didn't get it. 

Now I'm getting desperate as I am travelling to Europe on Thursday (tomorrow) to meet my family (we haven't met for 20 years) . It would be a disaster for me not to have a working phone .

So I'm consdering buying a SIm with a European roaming packaage and expecting Sky to pay for it and all the inconvenience.

I've had loads of assurance and apologies. This is all meaningless as there has been no action.

Lastnight I was told on the chat that I would have to wait another 72 hours before the network team contact me. - they said apparently my number has finally been transfered, but nothing is working .... I've tried the settings and eSIm again.

Sorry for the lengthy summary but this has been very upsetting and stressful and I've nobody to talk to about it.....  

[Daniel0210]

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@KarlD52 wrote:

So I'm consdering buying a SIm with a European roaming packaage and expecting Sky to pay for it and all the inconvenience.

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@KarlD52 

When this is finally resolved you could ask Sky for a credit to be placed on your account as a good will gesture but you certainly shouldn't rely on Sky paying for roaming charges via another provider. You may end up with a hefty bill. 

[KarlD52]

Thanks for the advise, the SIm card did not arrive today - si I am stuck without a phone unless it comes first thing tomorrow 

Who can I raise a complaint with? 

Maybe the MEdia Ombudsman as I am being denied a phone service ??

[Daniel0210]

@KarlD52 

This link explains the methods of making a complaint

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

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[KarlD52]

Hi 

thanks for this , I already raised a complaint last Saturday and received a message to say it will be resolved within 10 days 

Then I received an email to say the complaint has been resolved.

I responded to them to say it was not the case 

[Daniel0210]

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@KarlD52 wrote:

Hi 

thanks for this , I already raised a complaint last Saturday and received a message to say it will be resolved within 10 days 

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@KarlD52 

In an ideal world yes, but see the section marked Alternative dispute resolution in the second link regarding the 6 weeks.

[KarlD52]

Thanks then why email me with 10 days.?

I justr want to get my phone working - I'm not asking for anything else ..... as I mentioned earlier in the community, I'm a vulnerable pensioner, living on my own without any way of communicating by phone - originally the Mobile Network team were supposed to contact me within 48 hours, that was almost 8 days ago 

So I've been let down by them as well as the mobile team who sent the sim

[KarlD52]

Thursday update - 8 days and still waiting for support

The sim has still not arived - on the chat they say it is being processed - I asked for a code to track its derlivery - but theu would not give me one.

So an urgently requested sim ordered last Saturday has still not arrived and they won't give me any details concerning when it might be delivered.

The network team have still not been in touch with me to offer me support - this was escalated as an issue to them 9 days ago.

So where is the customer service?

[Daniel0210]

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@KarlD52 wrote:

So an urgently requested sim ordered last Saturday has still not arrived 

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@KarlD52 

This is just guesswork here ~ I don't know how long the process takes from ordering a sim to it actually being put in the post, but as you ordered it on a Saturday and Monday was a Bank Holiday, it's quite possible it wasn't posted until Tuesday in which case today is day 2 for a potential delivery by the postie. I'm not sure any sim orders are dealt with as being urgent no matter what the background is.

[KarlD52]

Thanks Daniel

I know but I was told/confirmed it would definitely arrive on Tuesday, then I was told Wednesday and this morning "the order is being processed" ....   it's a shame the Sky helpers can't tell me straight 

Similarly I was told 8 days ago the Network team would be in touch with me within 48 hours (no bank holiday there). Well it's now 8 days and counting. Not even an email to say it's being dealt with.

Appreciate your support - as you can tell I've nobody to talk about it as I can't usemy phone 

[KarlD52]

Monday afternoon update:

Still no sign of the sim which was supposed to have been dispatched 10 days ago. . 

Still no way of contacting Sky except through text chat -which seems not to resolve anything.

Maybe I should buy a sim and package ... very very frustrating   

Not sure what I can do as still can't call SKy and I've called twice from my neighboursa phone ...

Any chance of getting someone to communicate with me? 

[KarlD52 · Accepted solution]

2 weeks on - physical sim finally arrived  and uis set up

Now negotiating compensation from Sky ..

Thanks to the Community for being there and for your support