Unbelievable

[HHH1]

So. Problem with sky box. Waited a month for an engineer visit.  Engineer came, nice guy, replaced the box and all seemed fine. An hour goes by and now no signal on any channel. I call up to see if he can pop back. Only option is to wait another month for another visit. So. No tv for another month. What an absolute poor service considering how much it costs. Really let down 

[Daniel0210]

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@HHH1 wrote:

and now no signal on any channel. 

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@HHH1 

Was that the message you were seeing initially?

Did the engineer check the dish alignment?

A message displaying ”no signal” tends to be from your TV.

A message displaying “no satellite signal” relates to your Sky Q box, so firstly check that the connections from the Sky dish going into the back of your Sky Q box are still finger tight. Also check the troubleshooting in this link
https://www.sky.com/help/articles/sky-tv-no-satellite-signal-sky-q

[HHH1]

No. He didn't check the dish as the box was what was about to blow up. The engineer was great. My issue is the sky service. 

It takes ages to talk to someone and no one is able to even try to see if the engineer that was here could pop back. Instead the only option is to book another in a months time. 

Yes the cables are tight, yes it's been restarted, no it doesn't work on any channel. Even if it does come back on my point is it needs the dish checking and I shouldn't have to wait another month. 

I have spoken to two unhelpful people now and the manger 'isn't available' so I have to wait for a call back which id be amazed if it ever comes. 

It's a shame I'm not a new customer, then someone would actually help. 

[Daniel0210 · Accepted solution]

@HHH1 

It has been well documented in the media and on here that the number of engineers has reduced over the last few months. Unfortunately an hour after leaving your address the engineer will have been at his next job, or even the one after that.

One alternative is to employ a local satellite company (at your own expense) to check the dish which may prove to be a quicker option. 

Once the issue has been rectified you coukd ask Sky for a credit on your account for the time you've been without service. 

[HHH1]

Again, that's not the issue. It's the fact that they can't/wont even try. They could've reached out to him and asked the question. They could've looked for cancellations, they could even consider funding an external company. The point is being told 'ok let's book you for another visit in a months time' is unsatisfactory. No let's freeze your payments whilst you have no tv for another month. No let's send you a sky stream box for the meantime until it's sorted. Nothing. I'm just expected to continue paying over £100 a month and wait will August. 

[Daniel0210]

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@HHH1 wrote:

Again, that's not the issue. It's the fact that they can't/wont even try. They could've reached out to him and asked the question.

Like most tradespeople they have schedules to meet. Returning to you would have impacted other customers and probably the last customer of the day missing out entirely. 

No let's freeze your payments whilst you have no tv for another month.

Billing continues as normal during any loss of service and potentially credited back to your account once resolved.

No let's send you a sky stream box for the meantime until it's sorted.

It's not as simple as that. That would not have been entertained.

Nothing. I'm just expected to continue paying over £100 a month and wait will August. 

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[HHH1]

You'll find most trades will make time to come back if the service they provided was unsatisfactory. 

Most companies want to look after loyal customers and would find a way to fix the problem short term if there was a long delay. 

I don't even know why you are commenting on my posts. My request is unsatisfactory service and still no response from a manager. With respect, this is aimed at a Sky employee. 

[Daniel0210]

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@HHH1 wrote:

I don't even know why you are commenting on my posts. My request is unsatisfactory service and still no response from a manager.

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@HHH1 

I'm commenting on your thread because this is a customer helps customer forum and you won't get a response from Sky on here. Any staff monitoring the forum won't be able to get you a quicker appointment and won't know who you are as your Community log in name is not linked to your Sky accounts. 

[nigea99]

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@HHH1 wrote:

You'll find most trades will make time to come back if the service they provided was unsatisfactory. 

Most companies want to look after loyal customers and would find a way to fix the problem short term if there was a long delay. 

I don't even know why you are commenting on my posts. My request is unsatisfactory service and still no response from a manager. With respect, this is aimed at a Sky employee. 

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hi @HHH1 

SKy do monitor these groups but only for passing general feedback to the relevant departments  - they do not interact with individual posts.

If you need to discuss your individual case you will need to call back I am afraid.

If you wish to raise a complaint please see this link:

https://www.sky.com/help/articles/how-to-make-a-complaint

The regulars here just try to pass on our, generally fairly extensive, knowledge of how SKY currently works. That doesn't  necessarily mean we always  agree with how they do, however