Sky Q: Disgusting Customer Service from Sky

[EugeneM1]

Have been on here regarding connectivity difficulties with Sky Q.  After 3 weeks of constant rebooting of everything I called for an engineer. 

Friday 5th June: Booked a 12-5 engineer visit from Sky for Monday 8th June. Was told that there would be a phone call from the engineer 1 hour before his/her arrival. Received a text and an email confirming

Monday 8th June At 4.45pm I received a Whatsapp from Sky. Basic message = ..  [removed].. Nobody's coming..no hint of an apology or an explanation.. you'll have to rebook. Understandably unhappy, I ring Customer Service at Sky and they rearrange an engineer visit for Wednesday 10th June between 8am and 1 pm. I get a confirming email... but no text.

Wednesday 10th Junne (today) A little suspicious about the lack of a text I ring Sky Customer Service and am told that there will no engineer coming because the organisation of the visit had "not been completed" by the agent on Monday 8th. I then go ballistic, end up speaking to 4 different people but then get told that the engineer visit scheduled for today (8am to 1pm) WILL TAKE PLACE after all and am sent a text confirming that.   At 1-40 this afternoon (and not having received any contact from any inbound engineer) I then ring Sky Customer Service again. I am then told that neither of the appointments that I thought had been arranged for today had been assigned an engineer... in essence... nobody was ever going to come !!! I now have an appointment booked for 12 until 5 pm on Friday 12th June. What are the chances of anyone turning up????

In my 63 years walking this planet I don't think I've ever come across a more amateurish, incompetent, disconnected, confused, confusing or sloppy organisation. I've got a problem in that I'm told that because the area in which I live doesn’t have full fibre yet the likes of EE and Virgin won't be able to help me. If they could I would be away from Sky like a whippet on skates !!! This has been appalling!!

Moderation Actions: Removed inappropriate language

[Daniel0210]

@EugeneM1 

I was under the impression customers who book an engineer for their Sky Q equipment should now receive a tracking link on the day of the planned visit. This will show when the engineer is expected to arrive.

[EugeneM1]

Nope...No message...no phone call..no tracking system 

[Removed]

Moderator note: Removed rude remark

[TimmyBGood]

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@EugeneM1 wrote:

I'm told that because the area in which I live doesn’t have full fibre yet the likes of EE and Virgin won't be able to help me. If they could I would be away from Sky like a whippet on skates !!! 

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Satellite television has the obvious advantage that live broadcast arrives over the dish and so doesn't require the internet bandwidth which something like EE TV relies on.  Good FTTC is adequate for streaming though, and satellite broadcasting is likely to cease within the next few years.

Historically Virgin has used its own private cable rather than the national Openreach network and so cannot be available everywhere.

[TheAlfons]

I've had similar poor service re home move. Visit booked for last Friday. 12:00-17:00. Got a message at 16:45 advising visit will not take place. No explanation. Called and got a reappointment for today. Installer came to home and advised he cannot sort as it's a 2 man job (difficult access team) because it's on a busy road. He advised I should expect another visit on Friday. I am now told it won't be done until 16/06.......... I have been a Sky customer for about 20 years and worked for them for about 16 years. I have never known such a shambles. Absolute amateurs. I get the impression it's only going to get worse

[EugeneM1]

How can it get worse?

I was told that an engineer would be calling when this was never going to be true...Twice!!!

Was I deliberately lied to? That's what it feels like !!!!

[TimmyBGood]

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@TheAlfons wrote:

I have been a Sky customer for about 20 years and worked for them for about 16 years. I have never known such a shambles. Absolute amateurs. I get the impression it's only going to get worse

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If you've kept an eye on your old employer then you'll know they've been reducing their field workforce as the end of satellite television broadcasting gets closer and the vast majority of new customers opt for the streaming platforms.

[Cespod]

I book an engineer on the 16June for the 23 june pm. Got the usual reminders prior to the visit, then another at 14:44 looking forward to the visit. At 17;15 sorry we were unable to attend but don't worry we will be in touch to arrange at new visit. Got a text link to rebook the engineer. The next available appointment is 24th JULY!!!  Clearly not happy with that I 3 or 4 help/complaint lines 1 human 3 AI. The first AI checked the records for the visit and told me the engineer called but I was not there 😡😡 the second AI was no better so I tried the human. A the usual apologies but no resolution still have to wait a month to watch sky!! So I went on the AI complaint lines at 18:30 explained the situation, waited 20 minutes for the response which required a yes answer 30 minutes later I ask if anyone was there. To be told that agent was no longer available but not to worry as another agent was on the case and would reply shortly 30 minutes later I hello. We will be with you shortly was the reply. 10 minutes later all lines are now closed 😡😡 

What sort of service is this!!!