No support for Sky products

[flyingdutchman1]

How on earth can we get support from Sky? I'm spending almost £100 a month on Sky products but as soon as I want some support I get tangled in AI bots trying to fob me off - there does not seem to be any way anymore to speak to real people and explain the problem. 

I find it apppalling. I am so on the edge of just cancelling the whole lot and be done with it.

I have a very simple issue and I know what the solution is which is to replace the SkyQ box but there does not seem to be any way to notify Sky that that is what needs to happen. I know that once I get an engineer here they will agree with me but getting an engineer appointment seem impossiblle.

[Daniel0210]

@flyingdutchman1 

You would need to contact Sky to cancel anyway (so long as you're not in a minimum term deal).

What's the issue you believe a new Sky Q box will be necessary? 

[flyingdutchman1]

Hi Daniel,

Thank you for responding.

I have a Sky Q box that keeps dropping its Wifi connection. I have Sky Broadband with a booster literally next to the Sky Q box. about a foot away from each other.

I have done all the obligatory 'help' suggestions; restart router, disconnect booster, unplug sky q box, wait a while, restart sky q box etc etc etc. Been messing about with that stuff more than actually watching telly.

All non-Sky products; mobile phoes, Samsung telly, laptops etc all have really good and speedy Wifi reception, it's just the SkyQ box causing bother. When it does connect (manually with the giant password, as auto doesn't work), we also seem to have a very slow connection so BBC iPlayer or any of the other 'catch-up' players show a bit of telly, then comes to standstill with a whirly circle for a minute or two, then shows a bit of telly again, then whirly circle again. Un-watchable. Meanwhile, using that same iPlayer or equivalent on the telly direct (Samsung Android) doesn't have any of the problems. Even weirder, we have one of those SkyQ Mini boxes on a secondary telly and there the iPlayers etc work ok. So somehow this SkyQ box has something faulty with it which I have tried to report but I just can't seem to find a way through to any kind of support.

[MightyQuinn · Accepted solution]

Hi @flyingdutchman1   This should lead you to requesting a box swap Check Box.

[Daniel0210]

@flyingdutchman1 

All calls will start automated ('the bot') 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 sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

If you do need a new box remember to remove the viewing card from the faulty box before it disappears into the back of the couriers van and accept any new power cable DPD deliver with the replacement box in case it's different to the one you have.

[nigea99]

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@flyingdutchman1 wrote:

Hi Daniel,

Thank you for responding.

I have a Sky Q box that keeps dropping its Wifi connection. I have Sky Broadband with a booster literally next to the Sky Q box. about a foot away from each other.

I have done all the obligatory 'help' suggestions; restart router, disconnect booster, unplug sky q box, wait a while, restart sky q box etc etc etc. Been messing about with that stuff more than actually watching telly.

All non-Sky products; mobile phoes, Samsung telly, laptops etc all have really good and speedy Wifi reception, it's just the SkyQ box causing bother. When it does connect (manually with the giant password, as auto doesn't work), we also seem to have a very slow connection so BBC iPlayer or any of the other 'catch-up' players show a bit of telly, then comes to standstill with a whirly circle for a minute or two, then shows a bit of telly again, then whirly circle again. Un-watchable. Meanwhile, using that same iPlayer or equivalent on the telly direct (Samsung Android) doesn't have any of the problems. Even weirder, we have one of those SkyQ Mini boxes on a secondary telly and there the iPlayers etc work ok. So somehow this SkyQ box has something faulty with it which I have tried to report but I just can't seem to find a way through to any kind of support.

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hi @flyingdutchman1 

One thing to note is that any  booster needs to be generally around half way between 'sender' and 'receiver'.

Being next to a booster is not usually much use as the booster is only getting as good a signal as the Q box would be.

[Godfrey]

@flyingdutchman1  When there is only a weak wifi connection between a router and a Sky Q receiver the optimal position for a Sky Q booster is likely to be mid way between the router and Sky Q receiver. And, certainly not placed in a position that is very close to the Sky Q receiver, where you have already established that the wifi strength is weak. There is absolutely no point in attempting to amplify a poor quality signal, therefore try positioning the Sky Q booster approximately mid way between the router and Sky Q receiver.