Sky Mobile Query.

[Barberra]

I'm new to Sky Mobile and am frustrated that I cant speak to anyone . . . or live chat.

Its not about my bill.

I appreciate the Coronavirus is affecting many things - anyone got any suggestions?

Moderator note: Amended title to better reflect query. 

[Greenfingers001]

@Barberra we are asking customers with issues that can be resolved by using their online accounts to keep the lines free for essential calls, if your call is of an urgent nature and cant be dealt with/explained through Sky online self service you may need to give us a call, when calling 150 from your Sky landline or mobile, there is a voice message that advises we are prioritising vulnerable and key workers but if you feel your call is essential you can stay on the line,
if you get through you will not be refused help. People are reporting its quicker to get through than the time stated.

Hope this helps 

[Barberra]

Hi @Greenfingers001 

Perhaps you might help.

I've literally just joined Sky mobile ...and the following day my new phone arrived. 

I made a mistake. 

The XS was offered with 256GB for the price of 64GB and I thought this upgrade would happen automatically.

And of course it didn't - so I have  a 64GB phone when I need more memory than that.

I also wanted the International calling to be added to my account and saw this would be offered at checkout . . . and it wasnt. 

So now I have a phone that is the wrong one and insufficient call facility. 

I can't talk to anyone. I've tried phoning but the line goes dead and so probably will cancel everything as I'm finding this too stressful just now. 

Any tips?

Thank you 

[Greenfingers001]

@Barberra If you log into your online account here you'll be able to see what device was ordered in the order tracking section, either way you'll need to speak to someone who can access your account and process a return for the incorrect order. The advisor will also be able to help you order the correct device.

To get through to the correct department, when the system asks please state you want to "cancel a mobile order"

Hope this helps

[Barberra]

Thank you @Greenfingers001 

This is the problem . . . how do I speak to someone?

If I call, the message is all about Sky serving vulnerable people, key workers etc. 

And then the line goes dead. 

There are no options to state "cancel a mobile order" . . . hence my query here. 

There seems to be no way of emailing anybody - I feel quite cut off!

Any suggestions as to how I could proceed with a call that might possibly be answered?

Many thanks

[Greenfingers001]

@Barberra You can bypass the automated message, numerous customers that cant resolve their issues online have reported calling and speaking to customer services, i have also just called and got to the point where i am being asked by the system to say what my issue is. Although the system is stating we are only dealing with vunerable and key workers please ignore that as you will not be refused help.

Hope this helps 

[Barberra]

That sounds perfect . . . what number do I use please @Greenfingers001 

🙂

[Barberra]

Thanks @Greenfingers001 

Can you recommend the phone number to use please?

🙂

[Barberra]

Hi @Greenfingers001 

I've tried to reply a few times and am being told that its spam or inappropriate. 

So I'll try again.

I've just called the number that I found  . . .but cant write it here.

There are two recodred messages. Then three long beeps and the line is cut off. This is happening every time. 

I've tried 150 but that takes me to EE (my current provider)

ANy other thoughts?

Many thanks

[Tegg16]

Hi, Im trying to get through to a person after sky text me asking me to call, however I keep going around in circles and told we'll tect you, please hang up. what do i do??

[EllaMaxLola]

I have spent an hour on the phone calling Sky and trying repeatedly to get an automated system to put me in the queue to speak to someone about a technical issue. I have also tried the useless and frustrating virtual chat.

Our internet (not Sky Broadband) keeps dropping out and we cannot complete any downloads without 'resuming connection' which only holds for a few seconds at a time.

The internet serves the whole house and is not dropping out on computers or tablets.

We have a Q-Box with multi-screen function.

The weather has not affected the box.

We have re-booted the system, we have gone through Network re-setting and have done this on numerous occassions over the past week.

I cannot get a human voice to take the call.

We need technical support and simply can't get it, despite paying in excess of £100 a month for our service. It's a disgrace. What do we do? Help please

[David+charle]

By gosh I didn't realise your service would be so bad.

I can't watch Sky and there is no help available 

[caesarome]

All you should need to do is to phone Sky and then ignore the messages at the start of the call and stay on the line for as long as you can.

[David+charle]

I have reached the point of exasperation. 

This latest one is rubbish, as the voice promises to connect to someone then requests my mobile number then cuts off.

What dreadful customer service. 

I want everyone to know about this before they sign up,

[Welham29]

I know how you feel complete joke I'll be leaving rhem