Sky Q - Help Needed!

[Steve-35]

Hi all,

Not sure if this is a TV issue or broadband issue but if ive posted in the wrong place feel free to move it as appropriate. 

I've been trying desperately & unsuccessfully for some 6wks or so now to have Sky Q reinstated on my account following my cancellation of Stream. 

To summarise: I went from Q to stream & in the process subscribed to WiFi Max also with the new Max hub. Found stream to be unusable for me so cancelled it along with WiFi Max & sent all the pucks. & Wi-Fi max hub back. 

Now comes the problem. Call centre staff have repeatedly said Q can't be added to my account as a result of Wi-Fi max being on there as the two products aren't compatible which I was already fully aware of. Multiple CRF's have been raised to try & resolve the issue but each time the now infamous "back office team" send it back with the same response of can't have Q on an account with Wi-Fi max. 

I have tried to reiterate the fact I don't have Wi-Fi max on my account but it seems the systems possibly think. otherwise. 

I've ended up with a separate account now for TV & also lost the ability to view all sky store purchases via my Q box. Spoke to Sky Store team & they've said that the TV account needs to be merged with or Q added to my broadband account that the purchases are linked to. 

Sky call centre say no can do & they also can't make any changes to my broadband account either including cancellation of it. 

I'm at my wits end with this now so if anyone can offer any help I'd love to hear it. 

[nigea99]

hi @Steve-35 

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

I do not know how much they can help but they are well placed to look into your problem and either confirm what you have already been told or, hopefully, find a way forward for you

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Steve-35]

@nigea99 

I appreciate that, thanks. 

I must admit I'm not hopeful of a resolution given my own failed attempts so far but we shall see. 

Irrespective of all the other issues caused something needs to give at Sky's end so that they can as a minimum make changes to my account.

I've already expressed my desire to cancel as a result of all the hassle but as I mentioned in my original post not even this can be done at present. 

[nigea99]

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@Steve-35 wrote:

@nigea99 

I appreciate that, thanks. 

I must admit I'm not hopeful of a resolution given my own failed attempts so far but we shall see. 

Irrespective of all the other issues caused something needs to give at Sky's end so that they can as a minimum make changes to my account.

I've already expressed my desire to cancel as a result of all the hassle but as I mentioned in my original post not even this can be done at present. 

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Hopefully the team will feel they can help & able to assist.

They are a very experienced team with many contacts for stuff they can't directly deal with, so I would look out for the chat bubble and assist them as best you can - which I am sure you will do. 

[Mr+Flibbles+86]

Unfortunately this isn't one we will be able to help with. Reading the issue it does sound like the only solution would be to change the broadband package back, and cancel the separate tv account to re-subscribe on the original account.
As we don't have access to change packages im afraid calling in and speaking to the retentions team would be the best suggestion, and if they say they aren't able to assist then I would ask them to escalate further.

 

[nigea99]

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@Mr+Flibbles+86 wrote:

Unfortunately this isn't one we will be able to help with. Reading the issue it does sound like the only solution would be to change the broadband package back, and cancel the separate tv account to re-subscribe on the original account.
As we don't have access to change packages im afraid calling in and speaking to the retentions team would be the best suggestion, and if they say they aren't able to assist then I would ask them to escalate further.

 

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Many thanks for the response & advice. 

[Steve-35]

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@Mr+Flibbles+86 wrote:

Unfortunately this isn't one we will be able to help with. Reading the issue it does sound like the only solution would be to change the broadband package back, and cancel the separate tv account to re-subscribe on the original account.
As we don't have access to change packages im afraid calling in and speaking to the retentions team would be the best suggestion, and if they say they aren't able to assist then I would ask them to escalate further.

 

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@Mr+Flibbles+86 

As it stands just now no one in any department can make any changes of any kind to my broadband account whatsoever, they appear to be effectively "locked out" for want of a better description. 

The issue has been escalated many times to the back office team but they in turn have repeatedly said there's nothing they can do either.