Sky is making it impossible for me to get an engineer

[Sh_1]

I don't know who to call or speak to regarding an issue I have with my Sky Q signal. There has been an issue for a month and it has only gotten worse. I have requested two seperate engineer appointments. The first arrived but could not fix the issue which is the 'No satelliate signal' problem. For weeks it was only a small number of channels that were not working (TNT sports plus a handful of others). Yesterday all the channels have stopped working. All I want is to speak to somebody to make an appointment for an engineer to come visit the property and help. I am almost 70 and my husband suffers with alzheimers. Please somebody help me if possible as I spoke to somebody from Sky who gave me a booking and nobody showed up.

Finally on my account, under My orders it says:

1- Sky TV Engineer visit - In progress coming soon with an arrival date and time of To Be Confirmed. I have options to reschedule visit or cancel visit but it then says I have to contact Sky and it keeps sending me to do it here or call Sky and I have tried the calling option to no avail. I think the system has this tbc visit which is causing this issue.

2- Sky TV Enginner visit - Delayed and says there has been an issue with your engineer appointment, again giving me the option to reschedule however the option sending me to Sky Community or calling.

We currently have none of the Sky Q channels working and I just need an appointment with an engineer. I would be so grateful if I could find a way that doesn't require half an hour on the phone trying to find the right person simply for requesting an appointment. Thank you in advance. 

[Laing1]

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@Sh_1 wrote:

I don't know who to call or speak to regarding an issue I have with my Sky Q signal. There has been an issue for a month and it has only gotten worse. I have requested two seperate engineer appointments. The first arrived but could not fix the issue which is the 'No satelliate signal' problem. For weeks it was only a small number of channels that were not working (TNT sports plus a handful of others). Yesterday all the channels have stopped working. All I want is to speak to somebody to make an appointment for an engineer to come visit the property and help. I am almost 70 and my husband suffers with alzheimers. Please somebody help me if possible as I spoke to somebody from Sky who gave me a booking and nobody showed up.

Finally on my account, under My orders it says:

1- Sky TV Engineer visit - In progress coming soon with an arrival date and time of To Be Confirmed. I have options to reschedule visit or cancel visit but it then says I have to contact Sky and it keeps sending me to do it here or call Sky and I have tried the calling option to no avail. I think the system has this tbc visit which is causing this issue.

2- Sky TV Enginner visit - Delayed and says there has been an issue with your engineer appointment, again giving me the option to reschedule however the option sending me to Sky Community or calling.

We currently have none of the Sky Q channels working and I just need an appointment with an engineer. I would be so grateful if I could find a way that doesn't require half an hour on the phone trying to find the right person simply for requesting an appointment. Thank you in advance. 

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@Sh_1 I don't know if they can help but I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Sh_1]

Thank you very much for your help. I really appreciate it. 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Sh_1 an invite to chat.

[chrisjw1965]

Could you talk to me too please

[PandJ2020]

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@chrisjw1965 wrote:

Could you talk to me too please

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Start a new thread with your issue.

[Lisa-P1987]

We are still looking to help you Sh_1 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[chrisjw1965]

Hi,

Im still trying to get help with this

thanks

chris

[PandJ2020]

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@chrisjw1965 wrote:

Hi,

Im still trying to get help with this

thanks

chris

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See post #6

[Sh_1]

Thank you for your reply. I am sorry I was not online. Can we arrange a chat again? Thank you so much.

[Daniel0210]

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@Sh_1 wrote:
Can we arrange a chat again? 

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@Sh_1 
I’ll re-escalate your post to Sky when it’s more than the obligatory ten minutes old and their Messaging Team should contact you later.

Look out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Daniel0210]

@Sh_1 

Now re-escalated. 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Sh_1 an invite to chat.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.