Rolling Piggyback Data constant failure

[BigJonn]

I am absolutely furious, my daughter is travelling and has run out of data. I have tried to roll over from my Piggy Bank, I have been repeatedly told that there is something wrong with my account and requests I contact an expert. I have called and the operator who has tried unsuccessfuly to roll the data for me. I was then asked to call instead of being forwarded to retentions, this I have done and they couldn't do it on the phone so I should leave and they will sort it out in the next 20 mins. I have been at work so couldn't call back earlier to chase. I have been left with no data added and a broken account and nowhere to call as both services palm me off with staff are not available until morning. This has put a lone female traveling at risk as there is no data services available. I would like an explanation as to why they are so useless as to not fix the issue or know why it hasn't been escalated to persons with the knowledge to fix it. This has made me very nervous for my daughter. I would not expect this from a service like Sky. There is no way to log and sort this issue properly and raise a ticket to give accountability a safe service. Thinking about leaving for a more responsible service. Can anyone direct or assist ? Many thanks Jonn

[caesarome]

Thre is an online form you can fill in here to register a complaint:

https://www.sky.com/help/complaints

If they couldn't roll data for you then why did they say they couldn't as they must have given a reason ?

[BigJonn]

 Technically this is all I receive, this is the same for the MySky App and the web browser/ portal.

Verbally when either of the teams has helped they pass it to the supervisor and they cannot roll it either.

So no tangible explanation. This needs to be visible or explained at the very least.

The upshot is that a service we rely on for personal safety is unavailable with no explanation available and no resolution.

I will submit a complaint, but not before exhausting every avenue available to me.

Thank you.

[BigJonn · Accepted solution]

Managed to get through to the mobile team this morning.

Brilliant support from the agent, managed to get some data on the phone without rolling over.

Extremely helpful support staff today, understood the point and satisfied me and my anxiety.

Roll over still broken, but short term problem solved.

Thank you Sky Mobile