Sent wrong replacement remote

[WhyNoLiveChat]

Hi,

My Sky Q touch remote stopped working suddenly, and even though the confirmation email said I was being sent a replacement touch remote, I've been sent a regular one with buttons. How do I get this replaced with a touch remote?

Also please bring back live chat! It was so useful being able to change my package - negotiating by phone is horrendous for so many...

Thanks

[Daniel0210 · Accepted solution]

@WhyNoLiveChat 

The original style touch remote hasn't been available for a good while. SKY stopped producing the Touch remotes a couple of years ago at least. You could try to get one second hand on that well known site.  

[TimmyBGood]

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@WhyNoLiveChat wrote:

I've been sent a regular one with buttons. How do I get this replaced with a touch remote?

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The button remote with front Voice button has been standard since 2019.  While Sky probably has a skip full of Touch remotes from customer returns, it's very unlikely that these would be refurbished and sent out again.

[Invisiblename]

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@WhyNoLiveChat wrote:

Hi,

My Sky Q touch remote stopped working suddenly, and even though the confirmation email said I was being sent a replacement touch remote, I've been sent a regular one with buttons. How do I get this replaced with a touch remote?

Also please bring back live chat! It was so useful being able to change my package - negotiating by phone is horrendous for so many...

Thanks

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There you go, I've escalated your post, you should receive a prompt for a Live Chat shortly.

[Daniel0210]

@WhyNoLiveChat 

Be aware, the Messaging Team via the escalation process won't be able to negotiate a new discounted deal for you. 

[Mr+Flibbles+86]

As mentioned we are not able to send out touch remotes anymore and we can't discuss new deals either so this isn't something we can help with through messaging.

[Daniel0210]

@WhyNoLiveChat 

Unless you can source a refurbished second hand touch remote you'll have to make do with the new one that was dispatched. 

If your discount has ended you will need to persevere on the phone to try to negotiate a new deal which will require another 18 month minimum term contract. Sky are not obliged to offer you another discount but if you’re offered something acceptable you need to agree to it there and then because if you decide to think about it the offer may no longer be available.

You can either call Sky or use the following link
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave

[WhyNoLiveChat]

thanks for your replies!