LOSS OF MULTI ROOM - HELP REQD

[Robert.C]

Help required since I've been going round in circles for three weeks on this matter.

I currently have 1 SKY+ HD 2TD box (main room), 1 SKY+ HD 1TB box (secondary room) and subscribe to Multi Room, HD package  and all channels except cinema.

In December last year I ordered SKYQ but after a rethink cancelled after a few days with confirmation of doing so.

Approx 3 weeks ago I switched on the main box (2TB) to watch SKY Sports and got the message to say I needed to upgrade my subscription, message the same for most SKY channels (Discovery, Atlantic etc).

I got onto SKY (Mumbai) and after doing various checks they concluded my viewing card was at fault and sent a new card which arrived approx 1 week later.

Card was inserted and I received the same message regarding upgrading my subscription.

SKY again contacted and agent advised that for some reason somebody has cancelled my multi room package, they were not sure if this was tied in with my cancelled SKYQ order.

I checked my package online and low and behold no multi room package shown.

The agent advised he would 'raise a ticket' to resolve the issue and would call back within a few days and the issue would be resolved. 

No call back received therefore called them last Friday with apologies and the same response, they would raise a ticket and get back to me today.

No call backs received and again tonight I contacted them (a 65 minute call !!!) and was passed to 4 different agents again all in Mumbai which got me absolutely nowhere.

On trying to resolve they told me they have no facility to reinstate my multi room unless it's a SKY Q box, this was followed by various attempts to get me to take SKY Q (18 month contract) which I refused. 

Meantime I've been stuck with basic channels for approx 3 weeks despite paying for them.

Asked for a number to speak with a manager in the UK but they couldn't give me one.

At the end of the day SKY disconnected the multi room facility without my knowledge or consent and all  I want is it back.

Any help on how to get it sorted or a UK number to speak with a UK rep would be appreciated.

Robert

[SKY1992bf]

@Robert.C there is no special number for the uk , you will be put through to the next available agent wherever they are based you can't choose destination 

the only thing you can do is is to keep calling until you get through to a uk based agent 

[Annie+UK]

Their pone numbers all go to the call centres so there is no way to guarantee a UK rep

How to make a complaint to sky: Sky Customer Complaints Code of Practice

Sky Customer Complaints Form

[Mark39]

Is your second box (the 1TB box) working ok?

[Robert.C]

Yes, second box working fine and has never had any problems.

Viewing cards and box serial numbers all marry up as well.

They have confirm the issue is the multi room package being removed from my account hence only one box getting the full package.

The main room only gets non SKY channels, BBC, ITV, TNT etc.

[Robert.C]

Still goind round in circles with SKY.

There customer service replies are terrible since they don't seem to have grasped the sequence of events. You never get the same person and end up going through everything again, again and again.

There latest reply suggests I ordered multi room on my SKY+HD on 15/12/23 and cancelled at on 27/12/23.

I've had multi room for around 20 years therefore why would I call to order. !!!!!!

They continually ramming SKYQ down my throat advising this is the only way I'll get multi room.

Also still trying to speak with a UK agent to no avail, even asking them for one to call me.

Appalling service.

Seriously considering cancelling the contract.

[Daniel0210]

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@Robert.C wrote:

Also still trying to speak with a UK agent to no avail, even asking them for one to call me. 

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@Robert.C 

It doesn't work like that I'm afraid. Sky won't get another agent to call you back because of where they are based. All calls go through to the next available agent no matter where they are. All you can do is keeping calling until you get a UK based agent but who's to say the agent will tell you where they are. I presume they're not obliged to. 

[Robert.C]

Surprise surprise.

Received a phone call this morning from an overseas contact centre manager.

This followed by a call from the UK Centre and resolution reached.

The bottom line is due to a SKY technical glitch my multi room was wrongly taken out.

Apparently when you order order SKY Q it automatically amends your package after the installation date. Since you do not need multi room with SKYQ this was to be taken out off my account.

However, when I cancelled the order the auto package amendment was not cancelled therefore my multi room was not reinstated hence I lost it.

Anyone ordering SKY Q and then thinking of cancelling beware.

Due to SKY+HD not being supported any longer (phasing out) they say they cannot techically make a multi room reconnection.

As such I'm having to take SKYQ on very good terms.

All done and dusted in 15 mins via a UK centre which I couldn't get in 3 weeks via the foreign ones.

[Mark39]

@Robert.C that's a very good result. You're right about being mindful of potential problems when ordering Sky Q and subsequently cancelling. And once installation of Sky Q has taken place, there's no going back to Sky+.

[Alan46026]

Yes ditto for me atm but I haven't cancelled anything!!! How the heck can we get this sorted? 

[Oldtricks]

Just lost my multiroom function having been pushed into installing SkyQ and then subsequently cancelling the installation. Multiroom subscription cancelled by Sky, without notice. 

Sky keep trying to flog SkyQ and make it increasingly difficult to get HD+ multiroom reinstated. Poor levels of customer service despite them saying "valued loyalty". I won't be coerced into getting a product I don't want!

want. 

[Alan46026]

Ditto exactly the same here what a rip off

[dino9898]

its terrible when you get caught in this loop and overseas support is dismal to say the least. I had a similar issue in cancelling Q to go to Glass - the order could not have been more messed up. Endless calls and turned out the Customer service person had no right to do what they did - long bitter story which wont go into hear.

Eventually got through to a Scotland based team who did finally take control over the situation and I decided then on Stream (got very good terms loads of dicounts and 2 months thrown in for free for the hassle)

The overseas call center in my case had no idea what was going on and just kept making things up. I dread having to call sky support - its on par with Virgin = terrible. I would happily pay a premium to be able to always access a UK based call center if / when needed.

[Oldtricks]

• UPDATE. Finally after 1hr of calls/holding and 3x call operatives I managed to talk to a tv technical advisor who I got to test the signal line to my cancelled HD multiroom box. At the same time I switched it on just to check the hd box. Surprise surprise the sky subscription channels were proved. So it's not a technical issue that they can't reinstate the multiroom signal, it's that they don't want to; in order to cancel this legacy system. I was quite adamant and determined not to be coerced into Sky Q. And my multiroom HD is working fine.👍