7 engineers have been booked and 7 times they have not shown up to my 80year old parents who have be

[Carol126]

My parents have been waiting since June for an engineer to put in sky Q and we have booked 7 engineers and they don't show. My parents have been with sky for 18years. The multi screen hasn't worked for months. I have to spend an hour every time on the phone explaining to 3 different people for them to book another engineer, for him NOT to turn up. We have raised a compliant and heard nothing. We don't get a message or email saying the engineer is on his way or he has cancelled it. But we do get a text asking to vote how the phone call to sky went. If this cannot be resolved i will go to Ofcom. 

[Annie+UK]

How to make a complaint to sky: Sky Customer Complaints Code of Practice

Sky Customer Complaints Form

[Daniel0210]

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@Carol126 
We don't get a message or email saying the engineer is on his way or he has cancelled it. 

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@Carol126 

A recent change ~ Customers who book an engineer for their Sky Q equipment now won't get a call to give information about their visit. Instead, customers will receive a tracking link on the day of the visit. This will show when their engineer is expected to arrive.

I presume that applies to new installs too.,

[TimmyBGood]

@Carol126 

Has every time been an actual no-show, or did an early visit identify a problematic installation and the need for a specialist team?

[Carol126]

They turned up once with inly 1 box but needed 2 otherwise the multi room wouldnt work, so arranged to come back but didn't show and another 7 engineers booked but didnt show. Endless phone calls to sky. Who just book another. 

[Carol126]

I logged in to follow the engineer and it says it can't show at this time. 

[Daniel0210]

@Carol126 

If there isn't a visit scheduled for today you/they won't be able to track it. 

[Chodley]

So do they have one working box?

7 times. Wow.

[Carol126]

No as the engineer said he would come back with 2 boxes otherwise the other television without the sky Q wouldn't work. It did state 2 boxes on the order.  But he never came back. 

[oj01]

@Carol126 Is this a switch from Sky+HD to Sky Q?  If so, is Sky+HD still working?

[Carol126]

Hi. Yes its a switch from sky plus to sky Q. Only one of the sky plus boxes is working now. 

[oj01]

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@Carol126 wrote:

Hi. Yes its a switch from sky plus to sky Q. Only one of the sky plus boxes is working now. 

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When you ordered Sky Q, did you order a Main Box AND a Mini Box?.

Did you subscribe to Multiscreen?

[Carol126]

We have always had a main box and multi screen. When we renewed the contract in June they wouldn't give us a deal unless we changed to sky Q 

[oj01]

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@Carol126 wrote:

We have always had a main box and multi screen. When we renewed the contract in June they wouldn't give us a deal unless we changed to sky Q 

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But Sky Q Multiscreen doesn't, by default, come with a Mini Box, you have to order one. As Multiscreen can be used to view on games consoles, tablets etc and is required for many aspects of Sky Go.

I'm still confused as to why they didn't install Sky Q on the first visit and order a Mini Box for installation later. Yes, you would only have the Main Box working in the interim , but that's what you have now anyway.

[Carol126]

At the time both sky boxes were working. My parents are 80years old watching different televisions, so when he said he would come back with the main and a  mini box,  they said they would wait. Its only now the multi box has broke. I even asked them to send the boxes and i would install them but was told an engineer had to do it. Which would be good if they turned up. So after the first visit we havent seen an engineer even after booking  them 7 times. We have been dealing with this since June