Help: Cancelled, and then not cancelled, confusion

[tarbat]

Looking for help in getting my Sky Q subscription details, etc. sorted out.  I initially cancelled Sky Q completely, but then Sky convnced me to stay with a great offer, but I decided to remove a load of stuff from my subscription, including multi-room.

But my details looking wrong on Sky's system.

Firstly, it still says my Sky Q will be cancelled, which it shouldn't.

Secondly, it says that the only box I now have is one mini box, whereas what I have is one main box, the three miniboxes have all been returned.

If I look at my Product Details, I just get this error message.

Order tracking says I've returned two miniboxes, and one main box. In reality, I've returned three miniboxes.

Sky are saying that I still need to return one minibox, but I returned all three in the same packaging.

But Sky reckon I've returned my main box, which I obviously haven't.

How do I sort out this mess?  I can't imagine I'll be able to get an advisor on the phone to understand.

[Jones_The_Cat]

@tarbat 

Yikes. What a mess. 

You'll probably have to bite the bullet and ring Sky and hopefully speak to someone who can see what's gone wrong with your account. 

How long ago did you agree to the new subscription? It may be that your account is in a state of flux while the old account is still in its cancellation period. 

[GD1]

@tarbat  You're going to have to call as this won;t be escalated to the Community Chat as they are understaffed and isn't an urgent issue.

[tarbat]

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@GD1 wrote:

@tarbat  You're going to have to call as this won;t be escalated to the Community Chat as they are understaffed and isn't an urgent issue.

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Okay, that's what I was hoping for. I guess I'll just leave it and see if Sky sort it out themselves.

Trying to explain this sort of complexity to an overseas call-centre operator is not an appealing thought, so if Sky end up cancelling Sky Q after all as their system suggests, then I have a backup plan.

[Laing1]

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@tarbat wrote:

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@GD1 wrote:

@tarbat  You're going to have to call as this won;t be escalated to the Community Chat as they are understaffed and isn't an urgent issue.

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Okay, that's what I was hoping for. I guess I'll just leave it and see if Sky sort it out themselves.

Trying to explain this sort of complexity to an overseas call-centre operator is not an appealing thought, so if Sky end up cancelling Sky Q after all as their system suggests, then I have a backup plan.

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@tarbat if you can wait until Monday we should have a further update on escalations and hopefully be able to escalate this for you 😁

[Laing1]

@tarbat as escalations can be made again I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @tarbat.

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[tarbat]

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@Addie15 wrote:

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

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Sadly, the changes you ( @Addie15  ) made on your systems haven't solved the problem.  MySky is still showing that "Your Sky Q will be cancelled", and still demanding that I return a Sky Mini box that I've already returned with the other two. I returned three Mini boxes, and Sky signed for these on 27-Dec last year.  Note that one of these was part of the self-install beta trial.

[Laing1]

@tarbat do you want this re-escalating ?

[tarbat]

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@Laing1 wrote:

@tarbat do you want this re-escalating ?

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Yes please, if that's possible.

[Laing1]

@tarbat I've re-escalated it for you you know what to look out for 😁

[Lisa-P1987]

Thanks for escalating this. We’ve sent @tarbat another invite to chat.