Engineer fine for visit i cannot cancel

[Buggyskyq]

Hi Community

Not sure anyone can help, as Sky aftercare and customer service appears to have closed down.  No live chat, no phone option, and automated loops of doom that lead you in circles.   Here's is my situation: 

Sky Q box has a problem, it disconnects from Internet multiple times a day.  The box cannot reconnect without a reset, but successfully reconnects each time i follow the procedure to connect to a non Sky ISP (Be Fibre).   If i unplug the Sky Q box, it can however reconnect to the rourter by itself, but then i have the time wasted rebootimng the machine.  Up to 5 times a day (gets progressively worse over time) i must either reboot the Box (3 to 4 mins) or reattach my Network like its the first time.   

This issue appears 100's of times in this community support channel, but no one has a workable answer. 

I rebooted, i disconnected and rebooted, I changed my power saving options, i switched off 5mhz and use only 2.4.   The experience is always decribed as rthe same, the issue follows no change to nay hardware or wifi - nothing has changed, it all worked before.   And the only hardware with any issue is the Sky Q box.   

Another hour of online doom loops before Skys AI Bot then decided to send me a new Sky Q box.   It arrived has the same issue.  Started once a day, now 3 timess a day and getting worse.   Maybe a coding register issue as it gets progressively worse? 

This isnt even my query.   AI then suggested an engineer.  Through sheer frustration i said yes.  A few days later i received an email confirming the visit, and the £25 fine if i wasnt in to meet the engineer.  There was also a web link if i wanted to change or cancel the visit.

After 20 years i decide denough is enough, I followed the link, requested cancel engineer, and the screen said you cannot cancel here, you must contact us.

So I tried to contact Sky, but as everyone here knows, that's impossible. All routes lead to automations that cut you off. There is no option anywhere to chat or speak to a person, yet that is exactly what they require to cancel - and if you don't - they fine you £25.

So im writing this review here - purely as evidence of this systematic incompetence. I won't be paying any £25 fines, and i will be cancelling everything and finding any other TV provider - because Sky have demonstrably and evidentially given up themselves on their own service.

I challenge anyone working at Sky to follow their own process.

My last word... Sky Q is the best box for the User Experience. But when it doesnt work, its the worst, and Sky, by design, have made that position unrecoverable.

[oj01]

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@Buggyskyq wrote:

Hi Community

Not sure anyone can help, as Sky aftercare and customer service appears to have closed down.  No live chat, no phone option, and automated loops of doom that lead you in circles.   Here's is my situation: 

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Not sure why you would think that. I phoned and spoke to Customer Services this morning. 

[Buggyskyq]

Did you get paid for that reply - are you actually an employee? 

here's a challenge for you  - share a link here from the website that points to either Live Chat or a phone number that connects you to a person. Nope - I thought not.

Then go to Trustpilot and read the 17422 Sky customer reviews that say exactly the same thing, over and over again.

Denial in the face of overwhelming evidence sums up CS and the pointlessness of this 'community' channel. 

https://uk.trustpilot.com/review/www.sky.com

[oj01]

The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link

https://www.sky.com/help

If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via

https://www.sky.com/help

for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[GD1]

@Buggyskyq  Might I suggest you look at this link which explains how the community works before you labelling people or accusing them of being paid to post.

It very clearly states who we are on our posts, Sky Employees are labelled as such. 

[Buggyskyq]

You're not a non biased community if you ignore the facts, share 'framed' sky statements and toe the party line

when there's a mountain of evidence to the contrary.

i have 17K customers on my side of the arguement - all troubled, frustrated and who've frankly given up.   

https://uk.trustpilot.com/review/www.sky.com

who's kidding who here? 

[MightyQuinn]

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@Buggyskyq wrote:

Then go to Trustpilot

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Hi @Buggyskyq   Are you being paid to advertise Trustpilot? Whoops, just got paid myself for mentioning them.

[Buggyskyq]

Best reply yet 👊

[hrai]

I've always called* (it's now a contact on my phone) to discuss renewals, cancellations etc. and have never failed to speak to a person. You do have to go through a few automated bits tbf.

Top tip if you ring before 9am there's pretty no delay/queue.

HMRC? Now that's another story.....

edit - annoyingly this site won't let me post Sky's (or anyone's) contact number for privacy reasons but if you google Sky Contact number you'll find several which all pretty much do the same - the one I use ends in twenty nine. 

[Buggyskyq · Accepted solution]

To everyone who has the issue with sky q box losing network and WiFi.

none of the solutions suggested by sky resolve this, but there is a cheap and easy fix.

buy a power line adapter from amazon,  to link make one about £40.  You get two plugs and two Ethernet cables in the box.  📦 t takes about 30 seconds to plug them in and your sky q box is effectively hard wired to the Ethernet coonection, and all WiFi,network issues disappear. 

no software action, no co axial cables through the house.  

why sky don't promote this is bizarre.   They told me I'd have to leave sky as they couldn't fix the capability issue.