Issues with Sky Q Packages "Stuck"

[jonathanb9489]

Hi,

Just wanted to see if anyone has had similar experiences, or can make any suggestions.

I changed from Sky Glass/Stream Services to Sky Q on Saturday 10 February 2024, and the Sky Q box was delivered on Wednesday 14 February.  It took until Friday 16 February for me to get a viewing card after being mis-informed by Sky staff twice around the Viewing Card Delivery Times.  However, since I received my viewing card, I have no Sky UHD, no Sky Multiscreen and no Sky Apps (which affects my ability to watch any catch-up TV such as BBC iPlayer etc).  I was advised on Saturday 17 February that the issue was that these packages were stuck 'pending' and that it would be resolved within 24-48 hours as the person I spoke to had raised a case with the back-office team.  When it was not resolved within 24 hours, I called Sky Technical Support back and the person I spoke to said it would be at least a few days to get this sorted.  I can confirm that I am still without any of the services listed above and I am getting more and more frustrated with the service from Sky.

I have tried all the usual of restarting the box, refreshing apps, updating software.  But does anyone know how long an issue like this usually takes to fix, it is ridiculously frustrating to take over a week and still not have the full service I pay for.

[jonathanb9489]

Just been on the phone with sky to be told this is possibly going to take another 5-6 days for the "Back-Office" team to get this fixed.  This is absolutely ridiculous service from Sky.

[Laing1]

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@jonathanb9489 wrote:

Just been on the phone with sky to be told this is possibly going to take another 5-6 days for the "Back-Office" team to get this fixed.  This is absolutely ridiculous service from Sky.

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@jonathanb9489 afraid there is not we as customers can really do it does sound like its a backend problem  but with Sky Q you are not relient on the apps such as iplayer and ITVX for all your catchup there is some catchup available if you goto the home page then scroll down to catchup there is a selection from various channels same as on demand also has a lot from various channels 

[jonathanb9489]

Unfortunately even the most basic catch up does not work at the moment, all part of the same issue apparently.

[Laing1]

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@jonathanb9489 wrote:

Unfortunately even the most basic catch up does not work at the moment, all part of the same issue apparently.

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@jonathanb9489 not sure if the community escalation team can help you or not but i can escalate this to them to see if they can help you  ?

[jonathanb9489]

It would be worthwhile to see if they can do anything, have sort of given up hope of this being sorted to be honest 😢

[Laing1]

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@jonathanb9489 wrote:

It would be worthwhile to see if they can do anything, have sort of given up hope of this being sorted to be honest 😢

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@jonathanb9489 I have escalated this to sky 

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[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @jonathanb9489.