Sky Customer Service Issues

For a while now, our household has been paying around £[redacted] monthly for our TV, broadband, and telephone services, which include box sets, Cinema, and Sky Sports. During the COVID crisis when sports were not airing, we continued to pay for Sky Sports unknowingly for about two months. Only later did we find out we could suspend these payments, reducing our bill to about £76, with £60 seemingly for Sky Sports. Upon checking the breakdown on Sky's website, we found discrepancies in the charges for Sky Sports HD along with the sudden drop in the bill when no sports were airing. We were also unaware of the option to suspend the sports package during this time. Our recent call to Customer Service regarding slow broadband and faulty telephone revealed an issue with the external wiring. Despite a helpful advisor fixing the speed issue, overall, the service quality appears to be declining, prompting us to reconsider our subscription. We hope for clarification and assistance to address these concerns.

Due to the COVID-19 pandemic, my husband's poor health, my son's unemployment since November, and my efforts to catch up on payments while working, we are currently facing difficulties in paying our SKY bill. Our priority right now is purchasing food as my husband's health is deteriorating, and he is unable to walk our dogs due to shielding. Watching TV, particularly his beloved motor sports, is crucial for keeping him entertained and distracted. I am reaching out in the hope that we could discuss potential solutions or payment plans to help us reestablish our SKY services. I appreciate your understanding during these challenging times. Thank you, Jackie T.

As an existing Sky customer, my broadband service is working well. This morning, I received a call from a man claiming to be from Sky, mentioning issues with my broadband. Despite having been scammed before, I listened as he continued. When he inquired about my computer or tablet and I responded that I didn't have either, he abruptly ended the call. I want to alert others that scammers are posing as Sky representatives. I am willing to assist in any way to help prevent such scams. Thank you, Miss Annette Cannon.

Subject: Account Assistance Needed Dear Team, I previously contacted your company regarding my account, which has experienced a doubling in cost. Despite your commitment to assisting vulnerable individuals, I've had little success in resolving this issue. At 77 years old and currently battling cancer, I consider myself vulnerable. Living alone, television serves as my primary source of entertainment and companionship. Due to recent surgeries and the ongoing lockdown, my income from tutoring has ceased, leaving me with only a state pension and a small widow's pension. The amount deducted from my bank account is unmanageable for me at this time, and I am disappointed with the lack of understanding from your representative when I explained my situation. While I acknowledge that previous discounts may no longer apply, I hope alternative options can be explored. As a long-standing Sky customer, loyalty has been important to me despite residing in the Isle of Man. However, if a resolution cannot be found, I may need to consider moving to Free View or Netflix. I would appreciate your feedback before making a decision. Kind regards, M.M.

Hello Sky Q team, My Sky Q installation was completed on Monday, August 17, [redacted], after paying £[redacted] for the Q box. I am pleased with the service, especially the ability to record 6 channels and watch Netflix. However, due to my disability and hand injuries, I am unable to reach the room where the Sky Q box is located and operate the remote control. Previously with Sky+, I could manage recordings from my PC or other devices, but I am unable to do this with Sky Q. Despite being on the same network, I cannot access my recordings from any device as it shows 'Sky Q box not found'. I have contacted support twice, but the issue remains unresolved. As a Sky VIP diamond member, I hoped for a more seamless experience with Sky Q. Any assistance would be greatly appreciated. I am considering the 'Sky Go Extra' app, but with existing expenses, the additional cost is a concern. Thank you for your attention to this matter. I look forward to your response. Regards, Lesley Hopper.

I am dissatisfied with the service and support I have received from Sky TV. There is a persistent connectivity issue between the main satellite receiver and the remote boxes. I am required to enter the Wi-Fi router password irregularly for the remote boxes to connect to the main box. Additionally, I have to do a cold start on the remote boxes each time before they can connect to the main satellite receiver. This problem started recently as everything used to work fine before. I suspect the main satellite receiver has developed an intermittent fault. My Wi-Fi router and internet connection are functioning correctly with other devices. Contacting Sky TV's Customer Services has been frustrating due to multiple annoying questions and call terminations by the automated system after wasting my time. I expect a prompt and satisfactory response to resolve these issues, or I will consider cancelling my subscription and switching to another provider without giving notice.

I have recently realized that my Sky bills have been consistently overcharged since 16/3/[redacted]. My wife handles the payments, but due to her being hospitalized for five months, she hasn't been able to keep track of the finances until now. I signed up for a broadband TV and free anytime calls package for £20 per month on 26/1/[redacted]. However, I was charged £57.73 on 16/3, which included a £9.95 broadband hardware delivery charge and a £10 Essentials activation fee. When I initially inquired about the deal, I was informed there would be no activation or delivery charges since there was a technical issue online. I expected to pay a total of £30 per month, but I have been charged £42 per month from April to September. I noticed that the current Essentials package is offered at £26 per month. While I am willing to pay £30 as per the contract, I am puzzled by the 40% increase just two months after subscribing to the new package. I kindly request a prompt investigation into this matter.

I am scheduled to move to a new residence next week and am interested in signing up as a new Sky customer. I have a friend's referral code from an existing customer. I attempted to select my TV and broadband package online, but encountered an error message suggesting I was an existing customer, which is not the case. I did not find relevant information on the website regarding new customer sign-ups, the online chat was inactive, and multiple phone numbers led to prompts stating my number did not match any account. I am eager to speak with a representative and resolve these issues to proceed with my new customer registration despite the current staffing challenges.

On August 24th, [redacted], I placed an order over the phone to transfer my service from Virgin to Sky with a staff member named Daniel. He confirmed the following charges: 1. Sky Q 1TB box install fee £10.00, 2. Essential Activation Fee £10.00, 3. Broadband Delivery Charge £9.95. I noticed later via email that I was charged £44.95 on October 2nd, [redacted], which included an unexpected charge of £9.95. This resulted in an overcharge of £24.95. I am Mr. Kiritkumar Thakrar residing at 70 Queens Road, Bounds Green, London N11 2QU. I can be contacted at [redacted] On September 18th, [redacted], a TV engineer visited, followed by an Open reach engineer who found issues with the programming and exposed wires. I am dissatisfied with the service received and the overcharging. I request a correction of the charges and hope to have the inconveniences addressed promptly. Lastly, when can I expect the £75 credit card for joining your company?

Hello. I am looking to renew my package with Sky. As a VIP customer, I was informed of a £5 discount, but I discovered when I called that my monthly rate remains the same as for new customers - £32 per month for 18 months with no discount applied. The agent mentioned a price of £37, which contradicts the website's listed amount. I expressed my disappointment and was advised to explore other options or renew online. However, I encountered issues with the online renewal process and am unable to access any offers through cash back websites. I believe there should be a smoother online experience, especially for an internet provider like Sky. I am frustrated by these challenges. Can you assist me with resolving this matter? Thank you. Warm regards, Cheryl

I have been trying to contact Sky customer service from Ireland, but all calls are getting disconnected. I paid my bill four days ago, and my Sky channels are still not reconnected. It's frustrating that I can't reach a person over the phone despite their service fees. If this issue is not resolved soon, I might consider switching to another provider due to Sky breaching our contract.

I seem to be experiencing issues with deleting emails as the checkboxes become unticked but the emails remain. This problem persists in both my inbox and spam folder. Also, I am unable to attach any files to my emails. Around three months ago, I raised a complaint to SKY regarding a lack of email address suggestions when composing an email. SKY redirected me to YAHOO, who acknowledged the issue but it remains unresolved. If SKY cannot address these concerns promptly, I will have to consider cancelling all my services with them. I urge SKY to rectify these problems if they want to retain my business. Sincerely, Captain F. Pedersen 3 Coombe Farm Avenue, Fareham, PO16 0TR

Hello. I currently subscribe to Sky+ HD for almost £50 monthly, and my account is up to date. Recently, when using the Search Box feature, I noticed that the drop-down list of program titles no longer appears as I type. Additionally, I am unable to access the Catch Up TV menu and receive a message stating a lack of broadband connection, even though my other Sky+ services, AppleTV, and Amazon Fire are working well with our BT broadband. When contacting Sky through various phone numbers, I am unable to reach a person and am directed to online FAQs as my account cannot be identified by my phone number. Unfortunately, I do not have my account information to log in online. I am worried that my account may have been compromised, but I hope for a resolution soon. Thank you.

Hello, I wanted to share feedback about the exceptional service we received last week when Liz installed our Sky Q boxes. Despite not being asked for feedback yet, I feel compelled to express our gratitude for Liz's fantastic service. She went above and beyond to accommodate our preferences and provided valuable insights on equipment placement. Liz truly represented Sky well, and we believe her outstanding performance deserves recognition. In an era where complaints are frequent, acknowledging exemplary service is crucial. Please feel free to reach out to Liz using the account number [redacted] under my wife's name Reynolds if you wish to share our positive feedback with her employers. Warm regards, Graham Reynolds

Hello, I hope you are well. I wanted to share my recent experience with the new iPhone SE I received on Saturday, November 14th. Unfortunately, the phone started turning on and off by itself the next day, despite trying to update the software. After speaking with the technical team and attempting their suggestions, the issue persisted. I was informed that a replacement would be sent due to the phone being brand new. However, after several follow-ups, I discovered that I first need to receive empty packaging with a label to return the faulty phone before a replacement can be sent. This crucial detail was only communicated to me today. Being visually impaired and reliant on VoiceOver, I rely on family members for assistance. I understand the current circumstances affecting operations, but I am eager to have my replacement phone soon. I appreciate your understanding and prompt assistance in sending the necessary packaging so I can return the faulty phone and receive the replacement promptly. Thank you, Desen

Hello, I am writing to address an unresolved matter regarding my son Jamie Barrow's Sky account that I have been paying for. Despite my payments, his account was not properly set up, and he was unable to use the services. Unfortunately, this issue was never resolved, and I have not received any refunds for the payments made on his behalf. As Jamie has moved to a new flat and left the equipment behind, I would like to arrange for the account to be rectified and for any outstanding refunds to be processed. Please assist me in resolving this situation promptly. Sincerely, Val Nelson Break O Day Main Road Isle of Man IM 3EP

I canceled my Sky TV with Customer Relations at Sky Subscribers Limited on 08/26/[redacted] but kept my Telephone and Broadband services. Despite this, Sky has continued to charge me £[redacted].49 for all three services. I decided to cancel the direct debit after the October payment was deducted. I have attempted to contact them but every phone number I try gives me the same automated message instructing me to set up my payment. How can I address this issue?

My Sky+ Box malfunctioned on 21/11/20. I contacted Sky and was encouraged to upgrade to Sky Q. An engineer was scheduled for 04/12 but did not show up. After following up, I was promised priority and a potential earlier visit. However, I received a text rescheduling for 15/12 due to lack of an assigned engineer. The customer service agent mentioned the 20th if I declined the 15th. Despite requesting escalation, no improvement was made by the representatives after discussing for 30 minutes. Furthermore, being advised to pay the bill only after the engineer confirms completion felt unacceptable. Despite my efforts, the situation remains unaddressed and I am left as a dissatisfied customer.

I had the SKY Essentials package installed by an engineer on November 23rd. After the installation, I noticed various damages including a smashed outside air vent, a piece of the stone facade removed and reattached with silicone, incorrect wiring on the front wall, damage to the lead on the bay window, and improper placement of the cable inside. This poor workmanship has been very upsetting, especially considering my recent loss. I am requesting a visit from a qualified installation engineer to inspect the issues. I can provide images of the work done. I am very dissatisfied with the service from SKY in this regard. Regards, P. Whitaker

I recently realized that my account is now showing as £84.00, even though I was told I would get a reduced rate by renewing my contract for 18 months. Previously, my account was £66.00 and was due to expire, prompting me to seek the best deal available. Renewing for 18 months was suggested as a way to secure a good deal, but an increase of £18 doesn't seem like a significant discount, especially with the account set to rise to £89 in February. I am not happy with this and would like to make adjustments to my current package. Thank you, Jean C.