Can't revert to Sky Q without immediately cancelling Sky Stream!

[HT4]

I just had the most incredible conversation with Sky. I've been having endless problems with Sky Stream (signal dropping, remotes losing connection etc, three replacement pucks in 2 months with no resolution) so want to revert to Sky Q. They told me that they cannot change me back unless I immediately cancel Sky Stream and then (and only then) can they tell me how long it will take to send an engineer. It could be days, it could be weeks and in the meantime I have no TV! 

They couldn't explain why they couldn't simply cancel Sky Stream on the day the engineer came out. It seems to be a cynical attempt to keep people on Sky Stream, which is a product rushed out with poor software simply to save Sky time and money.

Unfortunately I dont have Virgin in my area so I will have to look at alternatives but I am determined not to be a sky customner for much longer.

[SKY1992bf]

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@HT4 wrote:

I just had the most incredible conversation with Sky. I've been having endless problems with Sky Stream (signal dropping, remotes losing connection etc, three replacement pucks in 2 months with no resolution) so want to revert to Sky Q. They told me that they cannot change me back unless I immediately cancel Sky Stream and then (and only then) can they tell me how long it will take to send an engineer. It could be days, it could be weeks and in the meantime I have no TV! 

They couldn't explain why they couldn't simply cancel Sky Stream on the day the engineer came out. It seems to be a cynical attempt to keep people on Sky Stream, which is a product rushed out with poor software simply to save Sky time and money.

Unfortunately I dont have Virgin in my area so I will have to look at alternatives but I am determined not to be a sky customner for much longer.

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@HT4  note any reversal to sky Q would require a new 18 month contract 

[MarkGoldsmith]

I suspect the problem is because you can't have sky stream and Sky q at the same address and the sky system won't allow it. Therefore in order to order Sky Q for you they have to process a cancellation for sky stream.

[SKY1992bf]

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@MarkGoldsmith wrote:

I suspect the problem is because you can't have sky stream and Sky q at the same address and the sky system won't allow it. Therefore in order to order Sky Q for you they have to process a cancellation for sky stream.

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Spot on @MarkGoldsmith 

[Padam_Padam]

@HT4 

There's a 31 day notice period for Sky Stream cancellations so you'll still have service during that time. Surely there's a chance of getting a Q engineer to come before that period is up?

Alternatively, if you still have dish and cabling in situ, can they not just send you a Q box for self-install?

[HT4]

Which is a rubbish excuse. They could process it as a new order and cancel Stream on the day the sky q went live

[HT4]

They insisted the cancellation had to be immediate

[Padam_Padam]

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@HT4 wrote:

They insisted the cancellation had to be immediate

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That sounds ridiculous. When I cancelled Stream I was given the option of immediate cancellation or to let it run for the 31 day notice period. I wasn't switching back to Q though. 

If I were you and still want to go back to Q I'd try calling them again and see if you get through to a more helpful adviser. 

[HT4]

I might do that although I'm determined to leave sky now. He was adamant that if I cancelled to move somewhere else there would be the notice period but to move to Sky Q the cancellation had to be immediate. It beggars belief and shows how much Sky want people on Stream to reduce their costs despite the product not being fit for purpose.

[MarkGoldsmith]

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@HT4 wrote:

Sky want people on Stream to reduce their costs despite the product not being fit for purpose.

In your opinion.

Its worth noting that there are plenty of customers on the Sky streaming platform who are perfectly happy with it and who prefer it over Sky Q/+. 

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[Fothergill1]

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@MarkGoldsmith wrote:

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@HT4 wrote:

Sky want people on Stream to reduce their costs despite the product not being fit for purpose.

In your opinion.

Its worth noting that there are plenty of customers on the Sky streaming platform who are perfectly happy with it and who prefer it over Sky Q/+. 

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@MarkGoldsmith  I fully agree, I'm one of the subscribers who would not consider going back to Sky Q.  The streaming platform is so much more convenient.  It's not perfect but then neither was Sky Q.