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

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This message was authored by Carol126 This message was authored by: Carol126

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

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. 

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This message was authored by Annie+UK This message was authored by: Annie+UK

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

Posted by a Superuser, not a Sky employee. Find out more

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

Annie, I am Neurodivergent — My Sky FAQs: Plus • Glass / Stream
This message was authored by Daniel0210 This message was authored by: Daniel0210

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

Posted by a Superuser, not a Sky employee. Find out more

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

@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.,


▪️ I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by TimmyBGood This message was authored by: TimmyBGood

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

Posted by a Superuser, not a Sky employee. Find out more

@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?

* * * * * * *

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Carol126
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This message was authored by Carol126 This message was authored by: Carol126

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

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
Topic Author
This message was authored by Carol126 This message was authored by: Carol126

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

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

This message was authored by Daniel0210 This message was authored by: Daniel0210

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

Posted by a Superuser, not a Sky employee. Find out more

@Carol126 

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


▪️ I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Chodley This message was authored by: Chodley

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

Posted by a Superuser, not a Sky employee. Find out more

So do they have one working box?

 

7 times. Wow.

Carol126
Topic Author
This message was authored by Carol126 This message was authored by: Carol126

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

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. 

This message was authored by oj01 This message was authored by: oj01

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

Posted by a Superuser, not a Sky employee. Find out more

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


Sky Community Forum SuperUser
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Carol126
Topic Author
This message was authored by Carol126 This message was authored by: Carol126

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

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

This message was authored by oj01 This message was authored by: oj01

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

Posted by a Superuser, not a Sky employee. Find out more

@Carol126 wrote:

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


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

Did you subscribe to Multiscreen?


Sky Community Forum SuperUser
Former Sky+HD Beta Tester
Sky Signature, Sky Sports, Sky HD, Sky Mobile
Member Of The Community Since 2011
Staying on Sky+HD until Sky force me off
Carol126
Topic Author
This message was authored by Carol126 This message was authored by: Carol126

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

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 

This message was authored by oj01 This message was authored by: oj01

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

Posted by a Superuser, not a Sky employee. Find out more

@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 


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.


Sky Community Forum SuperUser
Former Sky+HD Beta Tester
Sky Signature, Sky Sports, Sky HD, Sky Mobile
Member Of The Community Since 2011
Staying on Sky+HD until Sky force me off
Carol126
Topic Author
This message was authored by Carol126 This message was authored by: Carol126

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

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 

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