Sky Q remote replacement - strange text message

[Paul18361]

Hi,

Just wondering if anyone else had experienced below and it legitimate or not?

My Sky Q remote stopped working, new batteries and such ineffective so filled out online form on My Sky account for a replacement and got an email saying a replacement would be sent in 3-5 working days,

About 10 minutes later I got a text from Sky saying they'd received my request but "unfortunately we have not been able to process your request" and if I still required a replacement to call

(removed)

Still needing a remote and having done official form I called the number and got a bot first asking for Post Code, then asked if I was the main policy holder, then asked for my password (which I gave). It said it didn't recognise it and asked for the answer to my security question at which point I hung up. And then promptly changed my Sky password.

A Google search shows this number may be a scam, but now not sure if a replacement is coming or not?

Thanks

Paul

Moderator note: Removed phone number.

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[NBramley]

Hi I'm having the same problem as above person - My Sky Q remote stopped working, new batteries and such ineffective too and require a new one chatbot unhelpful and I can't see where I can order a replacement on app - not easy!!! And can't access my SkyTV channels with a universal remote... 

[Laing1]

---

@NBramley wrote:

Hi I'm having the same problem as above person - My Sky Q remote stopped working, new batteries and such ineffective too and require a new one chatbot unhelpful and I can't see where I can order a replacement on app - not easy!!! And can't access my SkyTV channels with a universal remote... 

---

@NBramley try following the link below 

https://www.sky.com/help/articles/lost-stolen-damaged-sky-q-equipment#get-in-touch

[NBramley]

Thanks filled in form - here's hoping 

[APritch]

I'm also having the same issue, three times I've ordered - last one was even through the AI chat.