Im having a nightmare with Sky since Friday 31st May.
I received a call offering Sky Sports Extra as an add on discounted and I was persuaded to try it. When the agent added it, I saw emails landing in my inbox saying that I had cancelled HD, UHD, Multiroom, Nettflix. I asked him what was going on and he said his manager had to delete some parts of my service before he could add Sports Extra.
I told him that wasnt what i wanted and asked him to restore my account toe xactly how it was. He confirmed that he did. This is where the trouble starts. I still had no HD, UHD, Multiroom or Netflix, or Apps.
After two more calls by me, and we all know how long these take, most was restored. But still no multiroom. The main box says I dont have the required subscription. My account shows Im paying for it.
I was also entered into a new one year contarct, despite me saying I didnt want a new contract specifically.
Late evening Friday 31st, bank holiday weekend, they told me nothing more they could do, but they would send an engineer out the following Friday, a week later. I initiated a complaint on the following Sunday, to get my case on the record, as I had a bad feeling about this.
To continue my story, I'll just paste in some of what I have included in my latest email today, which will outline what happened over the past few days:
Hi there,
I have an active complaint ************* and CRF ********
This week, **** called me on Monday 3rd and assured me that she would call me back after the engineers visit on Friday 7th June. He called, his name was ***, couldn't find any hardware issues, spoke to your office in Dublin, paired a new viewing card, and he left, saying nothing he could do. Told me to call in to your office again.
I called yet again, spoke to a guy called ****, who said he would help. he spoke to his Manager, they decided to remove and read multiscreen at approx 10am. he told me I had to wait 4 hours to see if it would take effect. I asked would he call me back at 2 and he said no, 4pm, and I said that's 6 hours, he said that was what his Manager had instructed him to do. He said it would then be sent to CRF team and that they would sort it for me that day as they were very effective.
4pm came, no change in service, and no call back. I called in again, got through to India call centre, they couldn't help, I said Id call Dublin. I called again, got through to Dublin, spoke to a helpful lady who guided me through a software refresh, that didn't help either. She issued me with a. CRF number and told me Id be updated in a week.
I told her that I emphatically insist that my contract expiry date is restored to September 2024. I did not agree to a new contract when ******* caused this issue on the 31st May. My account shows Im in a new contract until May 2025 which I need corrected. The problems all started when ****** made changes to my account. he needs to be retrained as causing this kind of problem for a customer is unacceptable.
We effectively have had no service for 10 days now, as the only box working partially is the Living room main box, like most families, we barely use our living room, the multiscreen boxes are our main viewing in kitchen and bedrooms.
I need the multiscreen restored, and a credit applied for loss of service to my account. I also need my contract corrected to the original end date of September 2024.
SKy customer service has been pretty frustrating, unhelpful and ineffective over the past week. As a 20 year plus customer, Im disappointed in this. When my contract date is corrected, I intend to serve notice of cancellation, and to remove myself from the Sky ecosystem due to the issues I have experienced. I have struggled for over a year to correct an error on my account which indicates I have Sky Glass, and despite numerous phone calls and text chats, the error remains. It's obvious that Sky quality of service is in decline.
I have been patient, and have invested a lot of my time in phone calls, but I simply don't have time to battle for these corrections and fixes to a system for simply watching TV, I intend to take my business and money elsewhere. I trust that you will be fair and reasonable in view of the long standing relationship we have had over the last 20 plus years. Id appreciate if someone could update me daily by phone until these issues are resolved. And I hope that there can be one single point of contact agreed who will not vanish and not call when they cant progress things.
Thats where. things stans, Im literally fed up of the ongoing issues, theres always been some kind of niggling issue on mya ccount for the past few years, mainly started when I tried Glass for 3 days and sent it back, but they never seemed to be able to corrrect that.
Either way, I dont have time in my life anymore for this kind of issues as Im too busy at work. Wife and family are unhappy as theyc ant watch anything and we got rid of all our Freeview boxes. Wish i had left them in place for times like this.
Has anyone else ever had a Multiscreen issue on Q similiar to this?
Subscriber since 1992, and ongoing.......
