Scandalous treatment

[A1010102]

My Dad is 87 years old, his sky dish is faulty and he can't watch tv, he rang sky and asked gor a techinician to come out and fix the fish. He was told that he has to book repairs online, he doesnt have any internet in his house, so the person on the  phone said there was nothing they could do, which has upset my dad as watching tv is one of the only few pleasures he has left at his age. 

[Mark39]

Does your Dad have Sky+, or Sky Q?

Sky no longer provide engineer support for the older Sky+ systems.

[GD1]

@A1010102  I can't see why they were told this as far as we are aware it can still be done by phone.

However, does he have Sky+/Sky+HD or Sky Q?

If Sky+HD these boxes are no longer supported so this could be the issue?

[DorsetJon]

@Mark39  IF the gentleman has a HD box and Sky protect,they do come out to attend customers in need.

[Mark39]

Yep, that's correct.

[Daniel0210]

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@DorsetJon wrote:

@Mark39  IF the gentleman has a HD box and Sky protect,they do come out to attend customers in need.

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@DorsetJon 

They do, but if that's the case the customer has to contact Sky Protect direct. It can't be arranged via Customer Services at Sky. 

[DorsetJon]

@Daniel0210 We had the engineer(s)out a couple of weeks ago,for one of our HD boxes.

It was the engineer himself,plus his mangerer who was covering for sick leave.

She was telling me just how Sky customers still had their trusty HD boxes installed,but that we do need to keep our Sky protect coverage going to guarantee support going forward.

[A1010102]

It's Sky Q 

[A1010102]

He doesn't have sky protect. 

[Daniel0210]

@A1010102 

Then I've moved your thread to the Sky Q board. There should be no reason why an engineer can't be arranged by calling Customer Services. 

[A1010102]

He was specifically told on the phone that he had to do it online 

[Daniel0210]

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@A1010102 wrote:

He was specifically told on the phone that he had to do it online 

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@A1010102 

Then unless there was a technical issues at Skys end preventing them from doing so he was misinformed. 

[SKY1992bf]

@A1010102  if it is sky Q then engineer support should still be provided as the equipment is loaned by sky so they need to provide service 

I would advise your father to phone again to query why they won't book over the phone because they should 

[doc-ab]

What has happened to sky's customer service