I my sky Q mini box has been replaced 3 times.

[solfrank]

The fourth mini box stopped working today, they are not sending a replacement, they are sending an engineer in three weeks. So no sky for me for 21 days will my monthly payment reduce by 75%. I have an answer it is NO!

[Daniel0210]

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@solfrank wrote:

So no sky for me for 21 days will my monthly payment reduce by 75%. I have an answer it is NO!

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@solfrank 

Why would Sky automatically refund you when it appears that there is nothing wrong with viewing content in your main box (as you haven't mentioned it). Once the fault has been resolved there's no harm in contacting Sky and asking for a credit on your account as a good will gesture but a 75% credit is an unrealistic expectation. 

[solfrank]

Sky has reduced the families viewing capacity by 50. Percent so is a 50 percent refund reasonable?

[Daniel0210]

@solfrank 

Sky are not obliged to offer any credit but if you ask them nicely once the issue is resolved see what they say. 

[solfrank]

I have been very polite to sky today but they have treated a customer of 24 years with disdain. With a total lack of service. I am expected to pay while their equipment has failed over and over again. I will be publicising my concerns.

One only has to read the reviews in TrustPilot to realise that customer service is very poor.

[TimmyBGood]

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@solfrank wrote:

The fourth mini box stopped working today, they are not sending a replacement, they are sending an engineer in three weeks. 

Q Mini boxes are solid state devices which are essentially identical in every conceivable way and contain very little to actually go wrong: if you have had four failures over time then Sky will want to ascertain the cause, because that's way outside the expected rate.  They aren't obliged to continue replacing loaned hardware under all circumstances.

[solfrank]

I appreciate that these failures should be investigated, however this means I will be paying for a service that I am not receiving for 3 weeks. Is this reasonable?

[Daniel0210]

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@solfrank wrote:

With a total lack of service. I am expected to pay while their equipment has failed 

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@solfrank 

You have the service you're paying for on your main box so it isn't a total lack of service. Call Sky once the matter is resolved as already advised. 

[solfrank]

However, I am also paying for the mini box which is not working .

[PandJ2020]

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@solfrank wrote:

However, I am also paying for the mini box which is not working .

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Indeed, that's why when the issue is fixed you can ask Sky for an appropriate credit for the period where your service was reduced.

[Daniel0210]

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@solfrank wrote:

However, I am also paying for the mini box which is not working .

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@solfrank 

So you could ask for credit for 75% of your monthly Multiscreen charge. 

[solfrank]

Why has this not been offered at this time? I pay in advance but might get recompense in arrears: this does not seem reasonable.

[PandJ2020]

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@solfrank wrote:

Why has this not been offered at this time? I pay in advance but might get recompense in arrears: this does not seem reasonable.

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Any credit for loss of service will always be after the issue is resolved (back to the point of reporting the issue).  By definition that will always be in arrears.

Of course, you'll have to take that conversation up with Sky...

[solfrank]

Very disappointed by the responses on this forum. It seems that all the respondents feel that Sky are always right and this poor customer should except shoddy service. Presumably these respondents feel it is OK for Sky agents to promise to call back and not do so. Is ?it OK for Sky agents to "hang up" when asked a polite question? 

[PandJ2020]

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@solfrank wrote:

Very disappointed by the responses on this forum. It seems that all the respondents feel that Sky are always right and this poor customer should except shoddy service. Presumably these respondents feel it is OK for Sky agents to promise to call back and not do so. Is ?it OK for Sky agents to "hang up" when asked a polite question? 

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We are just explaining how any credit works - not how we'd like it to be.

No one is going to say it's ok for no callbacks or hang ups.  But as we're other customers we can't do a lot about it...