Cancelling whilst in contract

[Nikki1283]

I had a flood in September and sent my sky Q box back as it was damaged. Since then sky have tried to send me out a replacement box twice . However  due to the damaged one being sent back previously  and the courier needing to exchange the old box before allowing me to have the new box.I  have been without the box but still paying I have tried to cancel but been told I'm still in contract which I understand however I'm paying for a service I'm not getting as I can't watch Sky without the box. Can I cancel within my term if I'm not receiving the service I'm in contract for. 

[Chodley]

Only via a lawyer I suspect. I've escalated this as only Sky can resolve this. Look out for a chat bubble when they pick it up.

How come the box was sent back before a new one was shipped out? I imagine you were dealing with a lot at the time with the damage from the flood bit I didn't think Sky had a mechanism for just sending a box in without a cancellation or replacement process.

[Nikki1283]

They asked me to send it back and provided the packaging ect so I didn't think there would be an issue getting a replacement later as there is a record of me sending the last one back. However they have since stated it's a complex case as their system won't usually allow  a replacement to be sent without the old one being given . I was told by customer care that it would  be input as lost so the system could be over ridden and I could have the new box without exchanging the old one for a new one(but that hasn't worked) I have asked sky if I can pay a fee to get out of my contract as I can't keep taking days off work to wait for the box which I'm never actually given & I don't want to be paying till August for a service I'm not getting either.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Nikki1283 an invite to chat.

[Lisa-P1987]

Thanks for chatting to us @Nikki1283 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks