Unable to access mobile phone upgrade options via MySky app or browser.

[BillyFishfinger]

I have not been able to access the upgrade options available to me for my Sky mobile account for the last three weeks, either via the MySky app, or via a web  browser. What I get instead is a screen that says "unfortunately we can't process your request online right now. Please try again later or alternatively view the status of your account".

I've deleted and reinstalled the MySky app so many times on both my iPad and my iPhone that I've lost count. That makes no difference whatsoever, I still get the same error message every single time, which gets a bit old after three weeks of seeing it. I've emailed sky on four separate occasions about this, but beyond an automated reply to my complaint, I've heard nothing whatsoever from them.

if this continues beyond the weekend, I'll take the easy way out and go with a different service provider, maybe one that actually cares about its customers. Believe in Better.

[63johnw]

Hi @BillyFishfinger  sky don't generally use email as a method of communication with customers. If it's not letting you do it online then call sky on 150 so they can look at your account and help with the order. 

[BillyFishfinger]

@63johnw Ok, so I'm confused. Why is there an option to email on the Sky Complaints page?

The automated reply I got was:

"Thank you for contacting Sky Help Centre.

We have received your message and aim to provide you with a personal reply as soon as possible. We value your custom and appreciate your patience whilst we look into your enquiry."

I've got four of those, the oldest dates back to three weeks ago. I didn't get any follow-up at any time to say " you need to call us". 

[63johnw]

They should contact you if you have made an official complaint @BillyFishfinger but they don't generally use email as a communication method with customers. You can wait for them to get back to you if you want but the quickest way to get help is to call sky on 150. 

[BillyFishfinger]

@63johnw I agree entirely - they should have replied by now, otherwise the contents of that email are misleading at best, and a flat out lie at worst. I'll try 150 tomorrow, but, given the level of customer service I've received from Sky in the last two months, I'm not holding out any hope of a solution being found. Thanks for the help, though.

[RaptorFire]

Hey, did you ever get thus resolved, I've had the same issue with the same error message for over 2 years.

[caesarome]

@RaptorFire 

As you have discovered you will not be able to get past this message unless you call in.