A few years ago, I had both Sky TV and Broadband but, because of location or technical reasons, the broadband kept failing and I had Sky engineers giving up, so I cancelled my broadband contract and switched to Virgin, but still kept my Sky Q TV satellite. Recently, over several months, the connection kept failing and I was instructed at one point - working with a Sky telephonist - to download an upgrade. This worked for a couple of months then everything started to slip backwards to the previous connection issues, to the point where I had no connectivity at all. When I again reported the problem to Sky (04/11/24), they tested and analysed the connections and decided that the Q Box had broken down, so they sent me another. When it arrived, I installed it as per the instructions but it did not work. I checked my TV in another location and it was working okay, so I contacted Sky again (06/11/24). I was informed that an engineer would be needed but - here's the catch - he/she couldn't because there was an unresolved issue dating back to October 2021, which was when the Sky Broadband was taken out because it didn't work, despite numerous visits and attempts.
I explained the situation and was assured that the matter would be quickly handled. Having not had a call back to let me know what was happening, I phoned Sky once more (12/11/2024) to be told the same - that an unresolved issue was still outstanding. Bear in mind that I'd had no Sky access and, with the replacement box, all recorded items were lost. My last call was on Friday (15/11/24) and I was told that the unresolved situation was still being looked at and I would receive a call within a day or two. On Tuesday (20/11/24), I gave up, arranged another TV source, cancelled my direct debit (£68.00 a month) and asked for a refund for the time that I had no service.
That evening (6.15pm), I had a text to advise me that the issue had been resolved and to "refer to our online support". I did that and followed the lengthy procedure with their Virtual Assistant, which was a waste of time because I was referred to a phone number but didn't get the opportunity to talk to anyone as it was out of their working hours by the time I responded. If I had, I suppose I would have to arrange a time - my time - for a Sky engineer to visit.
It's not the quality of the Sky Q features that have made me cancel their TV, it's the promises that encourage you to sign up and the negative service that they follow up with. In overall consideration, their representatives are genuine in their attempts to provide a good service but their administrative support fails.
