Complaint

[Robmains]

Hi, I lodged a complaint last week regarding my sky bill (mobile) and was advised it would take 3-5 days and I've still heard back, very poor customer service.

[Daniel0210]

@Robmains 

Sky have up to 8 weeks to resolve a complaint or issue a deadlock letter. You may have misunderstood / misheard the timeframe. 

[caesarome]

@Robmains 

This link explain what should happen after you have put in a complaint:

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

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you.

[Geoff+Paddock]

I spent two hours on the chat line today trying to do a simple phone upgrade. Sky Mobile's so-called customer service is a joke. 'Mohamed' and his supervisor were unable to advise anything sensible, a total waste of time. It's actually easier to go elsewhere than it is to speak to a human being at Sky - I suspect the chat is AI also, keeps repeating the same annoying phrases. When I finally managed to get a phone number it cut me off in the first few minutes. Sky are damn good at taking your money each month, but when something goes wrong, you're left to sort it out yourself. Pathetic. 

[caesarome]

@Geoff+Paddock 

You are not putting in a complaint via here as you are just telling other customers, you can use the link in the post above to do this.

You can also upgrade online so no need to call unless the website is playing up that is.

[Geoff+Paddock]

My problem was having (allegedly) two Sky Mobile accounts. Only one of which was connected to the MySky service. The so-called support gave me no information on how to resolve this. All I wanted was a simple online upgrade.

However, I can report a happy ending. I bought the new phone I wanted from another provider, a new sim and have ported the number. So after three phones provided by Sky, and no previous complaints, they have now lost my business permanently. The new Sim was half the price for more than twice the data, running on Vodafone. The AI chatline is a nonsense, and their 'human' operators working from a faraway country are no better. 

Sky needs to up its game on customer service if it wants to keep its clients.