Hopefully somebody can help as Sky have totally unable to.
I was a Sky Q customer with multi screen for many years until I cancelled and my access was terminated on the 18th November. About to send my equipment back I got a very good offer and re-contracted on the 6th December, being told it could take up to 4 hours to reactivate. Nearly two weeks later I still don't have my accounts reactivated through the Sky Q box but can watch all channels through Sky Go. When attempting to access the channels for which I have a subscription I am told I need to upgrade even though I do subscribe to them. When I try to upgrade I am told I am already subscribed and receive a MYSKY_1999 error.
- 8th December phoned Sky and was told something hadn't been done and a DCR would need to take place, allow up to 72 hours
- 10th December contacted again, told an Engineer would need to call out to fix it
- 13th December - engineer calls out, tests with both a new box and viewing card and same issue. Advises it is a technical issue that the phone team must sort.
- 15th December contact Sky and am told that apparently a new viewing card is needed, even though the Enginner left a new viewing card. Said would take 3-5 days but no sign of it arriving.
- 18th December contact Sky- Asked to do multiple tests, refresh the card, pair it, reboot etc, all of which i have already done multiple times before. Told it's viewing card issue and back office team will have it sorted and they would phone me the next day to make sure it had been fixed. Didn't receive a call but instead a text telling me the team still had not sorted it and they would make contact every other day to update me.
I have honestly never experienced such an inability to solve a basic issue, particularly when i have to repeatedly explain what the issue is every time I contact them. Does anyone have any idea what the issue is or why indeed they seem incapable of fixing it?
Thanks
