Deaf customer communicating with sky?

[LoobyLil]

Hello

I am deaf/speech impaired. I have SKy + satellite but my broadband is Origin Broadband (who took over from SSE) I have had really poor service since they took over and very slow speeds.

I was considering looking into Sky Q with a Broadband package too but I don't understand whether that still uses the satellite dish or is streaming over broadband? 

I am always told I can't get Fibre despite living in an area with many houses all with varying Broadband packages.

Is there anyway I can contact Sky via email or a live chat service (to a person not a chatbot!)  who could check to see if I can get Fibre yet here  and switch to Sky Q + Broadband package please?

Thanks

[GD1]

@LoobyLil  Sky Q still uses a dish, it will use broadband for On demand programs etc.  

In case you're not aware have you registered with the accessibility team who you can contact through various different routes?  https://www.sky.com/help/articles/contacting-sky-accessibility

[lettice]

Firstly.

Sky broadband is a traditional broadband network.

It operates under the Openreach network, that also has BT, EE, TalkTalk and the like using the same network

It all comes down the older 'BT' ( now Openreach) phone line network or via a newer Openreach fibre connection.

Your best bet to see if you may be able to get Sky fibre, as expect you will be able to get an older traditional broadband ( non fibre) is to go to Sky.com and select broadband at the top, enter in your house and address at the box prompt and see what it shows for available at your property.

Secondly.

It might be worth you registering with Sky as an acccessibility customer.

Register details and contact here;

https://www.sky.com/help/articles/contacting-sky-accessibility

More on accessibilty at Sky here;

https://www.skyaccessibility.sky/

[lettice]

As for Sky, Q that is still as mentioned above delivered over satellite with a broadband connection needed for the On demand and catch-up content and apps usage, like Netflix, Disney+, Spotify etc.

Sky Q still has some life, being an 8 year old product. But is expected to end at the end of this decade as the satellites Sky use will not be available to use then.

The newer Sky Stream/Glass is the service that is delivered only over broadband for live TV, On demand, catch up and apps.

It does require a good broadband connection.

Sky recommended a minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD

[LoobyLil]

what date are they considering the end of this decade?  are you saying its not worth switching now as will only be available for another year or so? 

[LoobyLil]

if you choose a film from the sky cinema is that downloading over broadband or via the staellite dish? 

I went to my settings it just shows for TV I'm paying £51.50 ..I can't find where it mentions Sky Q or change to a Sky Q package that includes Broadband?

I can add Broadband seperately and they say they now do fibre for an extra £27  ..does that include a landline?  they used to do package deals and you just selected one that included TV & broadband together and worked out cheaper than buying each element seperately? 

ALso what does the switch involve do they just send me a different box so I just unplug mine and put that on or does someone have to come and do it like when I first got Sky installed?

Thanks

[lettice]

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@LoobyLil wrote:

what date are they considering the end of this decade?  are you saying its not worth switching now as will only be available for another year or so? 

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There is  no definite date yet for any kind of switch off, from Sky that we have seen.

But Sky have extended their use of satellite use from 2028 to 2029 last year, which most news sites agree may be the end of satellite broadcasting from Sky.

So you will have a good four or so years of Sky Q via satellite yet.

[LoobyLil]

if they could promise a good consistent broadband speed I'm not totally opposed to going with the Sky Stream but that also means if I have any BB problems I won't be able to get any TV services at all either?  I seem to lose broadband when ever it snows!

what happens if you want to keep your TV?  (Sky Glass seems to be incorporated within their own TV's which I assume if you cancelled you'd lose the TV too)

I like my front room TV its big enough for me but being older it doesn't have freeview so if no satellite box connected I can't get any TV channels on it now analogue channels have been turned off.

[LoobyLil]

no I didn't know about being registered with them.... there's no option to email them though and messaging is showing as not available ...online seems to be a chatbox who can't process complicated sentences!

I'm annoyed to find basic TV package I've had for years now offered at from £15 and I'm paying £51.50 and still have the old Sky HD box (no sky movies, sports or multi room) . 

Might just get a freesat box and leave Sky altogether.

[Daniel0210]

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@LoobyLil wrote:

I'm annoyed to find basic TV package I've had for years now offered at from £15 and I'm paying £51.50 and still have the old Sky HD box (no sky movies, sports or multi room) . 

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@LoobyLil 

Those prices will no doubt be for new customers and you aren't a new Sky customer however, if you upgrade to Sky Q or change to Stream you will probably get a better deal as Sky are trying to get customers off Sky+ and HD.

[LoobyLil]

I'm having difficulty I go into my TV and choose upgrade it offers things like add sky cinema etc but doesn't say anywhere upgrade to Sky Q box.

Also when I clicked on acccessibility it takes me to a page where it says you already have to be registered to use them

It's very frustrating!  I just want to be able to talk to someone to ask them to explain what is involved in upgrading to Sky Q ... and fibre Broadband and sort it for me! 

I was hoping they'd have a free messaging service I'm sure I talked to  them on one before when upgrading from original white sky box to Sky HD+  but all get is a chatbot who can't understand my query!  ..so much for accessible! 

[lettice]

In the link I mentioned earlier in this thread;

https://www.sky.com/help/articles/contacting-sky-accessibility

Is the text relay not an option for you, listed under Get in touch?