Getting help and direct contact from Sky

[TonyS]

Why is it almost impossible to get to talk to or contact an Human Being at Sky to get a now old and misbehaving (10+ years) Sky + HD box replaced without upgrading?  The contact numbers go through to a computer generated voice.  This is so frustrating, as annoying has having to to perform a restart on the box every morning and often having to repeat during the day.  Come on Sky, pull your finger out and give us a person to contact.

[Mark39]

Sky+ boxes haven't been manufactured now for 5/6 years. The best Sky might be able to offer,is a refurbished box. Alternatively it might be easier and possibly cheaper to take take look at ebay etc where there are plenty of used Sky+ boxes available. Just look for a DRX890 or DRX895 model, as they're the most recent.

If you want to call, try saying 'cancel' or 'technical' at the voice prompt. Don't hang up if the robot,wants to send you a link. Just wait on the line and your call will be passed to an adviser.

[Daniel0210]

@TonyS I've answered your post on the Sky Q forum, so which have you got, Q or +?

[TonyS]

When eventually get to speak to an Human, will get a refurbished box or if can uprade to Q for free that would be great.  Sky have had enough money from me by now, 20 years.  It used to be easy to contact them.  Customer service has degraded in the last few years, they are not alone in this, it can't all be blamed on Covid.  If having to use the last resort, getting the personal email of the CEO from Companies House and sending a polite rocket, I will do so,  Has worked in the past with unhelpful organisations.

[Mr+Flibbles+86 · Accepted solution]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you. 

[Mr+Flibbles+86]

Update – Thanks for chatting to us. Unfortunately there was no response in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[TonyS]

I submitted account number as requested and will wait until tuesday morning as it's a weekend to see if Sky get back.

[GD1]

@TonyS   I've re-escalated your post via the community chat, please ensure you respond within the timescales. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

[Daniel0210]

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@TonyS wrote:

I submitted account number as requested and will wait until tuesday morning as it's a weekend to see if Sky get back.

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@TonyS The weekend makes no difference. Your post has been re-escalated and Sky should try to chat with you later today so don't miss the opportunity again. 

[Greenfingers001]

Thank you for escalating this. We have now sent another invite to chat 🙂

[Diane+555]

I am having the same problem and have been in tears today. I pay 62 for my sky+ package and have been told it will go up to 80 when my contract finishes which I cant afford. Ive been with Sky for well over 20 years and have stayed loyal to them but trying to get someone to chat to you is impossible.

Eventually got through to a nice lady last wed night but she said her pc wasnt working so promised to ring me today at 10am , waited in all day but no call, tried to ring 3 times since 10am and queues were massive so gave up.  Eventually got throught to a call centre in India and that lad told me something completely different to the lady last Wed  if I understood him correctly, so just said id leave it and decide before my contract runs out next weekend.

Guess its time to say good bye to Sky , shame as my broadband runs out in August and was thinking of moving that to them too, but guess I ll stick with BT now as at least you can speak to someone there.

So upset and frustrated, what happened to the good old telephone and helping pensioners who have been loyal for years

[Daniel0210]

@Diane+555 

Apparently the lines are sometimes quieter just after 7am or about 9pm so it may be worth trying then (times vary in the ROI). Stay on the line and don’t hang up if you’re prompted to.

[TonyS]

Finally got a replacement box, although was hoping that the engineer that called was actually capable of repairing mine, no luck just an installer.  New box does not have an output co-axial socket so cannot connect the kitchen or bedroom TV, it's a smart one but it won't connect to Sky box by WiFi.  The box does not show up on it or my laptop as an available device. He also did not tell me how as he didn't know and did not leave an instruction manual for the new box.

[Annie+UK]

You need to add an I/O Link box to give you a coax socket suitable for one magic eye

[TonyS]

Don't have a magic eye, used to have to go into living room to change channels, used a splitter on the cable with them utilising the trunking for the heating pipes to get into the other rooms without making more holes through the floor and solid walls..