Poor Customer Service

[Blackie1892]

Customer service is a joke! May I ask the opinion of others please? Have you found it very inconvenient to make contact with Sky to complain ? (And I don't mean due to Covid etc) It seems to me all they want you to do is read a load of online advice (do their job) but I have rarely been able to find anything useful, is this a common problem ? Are there many people who's system (Sky + not Q) often freezes and you are unable to get the remote to do anything ? which in turn leads to you having to turn the whole thing off, unplug, plug back in and then turn back on ? Has this occurred during a recording so you have then lost a programme? It has happened to me during the bloody match!! Whilst the live-chat facility was generally poor consisting of operators following a script with little or no fault finding knowledge sometimes it could help, it appears Sky have done away with this (possibly for the reasons I have stated) Am I expecting too much of a service for which for a lot of years I have paid a considerable amount for ? Let's be honest there are many other Boxes, Sticks and Apps for the TV etc etc available. Is it time to save a load of money each month and move ?

[TimmyBGood · Accepted solution]

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@Blackie1892 wrote:

 Are there many people who's system (Sky + not Q) often freezes and you are unable to get the remote to do anything ? which in turn leads to you having to turn the whole thing off, unplug, plug back in and then turn back on ?

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All Sky+ boxes are now getting a bit weary, and there aren't any 'new' ones.  The only thing Sky support can reasonably suggest is moving to Q for current hardware, or replacing your box with another, which will be refurbished and at least five years old.  They aren't going to 'repair' anything, and in fact never have (apart from the inevitable 'planner rebuild'): the whole support model is based around equipment swapout.

[Blackie1892]

Thanks for the reply

[oj01]

I see "turn it off at the plug and back on again" as the first piece of advice given to just about any Sky Q issue. 

As for my reliable old Sky +HD box, I can't remember the last time it was switched off at the plug, other than when I had to swap our plugs around for the Christmas lights last week. 

[TimmyBGood]

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@oj01 wrote:

I see "turn it off at the plug and back on again" as the first piece of advice given to just about any Sky Q issue. 

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That's true, but Q is a network computing device that happens to have a satellite decoder while Sky+ HD is a dedicated satellite PVR with an internet connection on the side ; )

[stev1968]

Spot on Blackie. Sky only wants yer money,customer "services" is an absolute pathetic joke & I regret committing to an 18 month contract,they dont give a toss about their customers,if they did,they would have experienced technicians on this forum sorting stuff out. The phone message says,"please wait and we shall connect you to one of our experts"!!!!!!!!Then you wait 30-45 mins.Absolute shambles of a company.All the best.

[BuTeT]

I agree that the Customer Service is very bad and it getting worse than ever. I remember it was so easy to talk to Sky but no longer nowadays! If you call, you will be charged. If you chat, the reply is so slow. 

[oj01]

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@BuTeT wrote:

I agree that the Customer Service is very bad and it getting worse than ever. I remember it was so easy to talk to Sky but no longer nowadays! If you call, you will be charged. If you chat, the reply is so slow. 

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@BuTeT Only if you don't have a decent call package that includes calls to local numbers. 

[Daniel0210]

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@BuTeT wrote:

 If you call, you will be charged. 

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@BuTeT 

As stated by @oj01 If you already have a Sky Mobile or a Sky Talk landline calls are free. Otherwise calls are 0333 numbers so inclusive on most tariffs. 

[Nusher22]

I agree I spoke to several people all they dd was pressure me to get a sky q box, one was very nasty, they dont see to have a clue what their doing I've wasted hours today on the phone, i jut want to record on my sky box they cant even ger that sorted out they probably wont ring back like they said they would

[Daniel0210]

@Nusher22 

Your other two threads have been updated by Sky and numerous other community members. It's pointless trying to keep numerous threads going and repeating things. 

[keith+nicholson]

They are a joke have 2 mini boxes that hardly work. Also when calling them they transfer you to another department then hang up.  The problem is if you swap to virgin they are just as bad so don't know what to do.

[TimmyBGood]

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@keith+nicholson wrote:
have 2 mini boxes that hardly work.

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Q Mini box issues are typically addressed by Sky providing a wireless booster.