Can't get through on the phone. Can't get answer from virtual assistant.

[LesleyK1]

I need to include TNT sports in my package.  I want to speak to a human.  I keep being directed to Virtual Assistant, which has me going round in circles, repeating the same message over and over again.  There appear to be no "real" people online.  I have tried the phone number but it is engaged all the time - not even a queuing system.  I am really fed up with the way Sky's customer service has gone.  I have been a customer for many years - I'm a Diamond VIP apparently - and I used to be able to just phone them, speak to someone and sort things out.  Now they have made it clear they really don't want to be bothered speaking to customers - the people who actually pay their wages.  What to do?

[Daniel0210]

@LesleyK1 

Not sure what number you're dialling (don't try to replicate it here) but I'm not aware of an engaged tone when calling Sky.

You can call Sky free by dialling 150 from a Sky Talk landline or a Sky Mobile, alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[LesleyK1]

I only have Sky TV so can't use 150.  I have already tried the link you suggest and I am getting into a circular conversation with the bot.  They keep asking me what the issue is and I keep telling them and then they ask me what the issue is.  The phone number I am using is one I have used before and it is definitely giving me the engaged tone.  I am not getting beyond that so I cannot go through the usual phone screening process before speaking to an adviser.  That is why I am asking this question.

[LesleyK1]

I should also mention that I have been in touch with Sky many times before, so I know and understand the phone process.  On this occasion I have not been able to even get beyond the engaged tone.

[Daniel0210]

@LesleyK1 

So call the 0333 number as per my first post. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[xenon81]

Yes Sky's phone numbers should never result in an engaged tone. The number can't be posted here as the system blocks it but make sure you're calling the number listed on the Sky website and not any that you might find elsewhere. 

[LesleyK1 · Accepted solution]

Finally got through - using the number I was trying earlier - the one that was engaged!  The agent explained they were very busy with people contactng them about Sky Q upgrades.  Anyway, speaking to a human has solved my problem.  The agent was very helpful and we got things sorted.  Once again I find having a conversation with a real person is the best way to get results.  Thanks to you all for your input also.