Sky Live Chat

SeniorSam

I am deaf and with my hearing aids, it is difficult to hold a conversation on the telephone, I tried to contact Live chat, but after waiting a long time for someone to answer, I decided to send my queries via e-mail and hope that the answers will follow. I appreciate that Sky must be very busy, but a better service would help retain customers.

Sam

mije1983

SeniorSam wrote: »

I am deaf and with my hearing aids, it is difficult to hold a conversation on the telephone, I tried to contact Live chat, but after waiting a long time for someone to answer, I decided to send my queries via e-mail and hope that the answers will follow. I appreciate that Sky must be very busy, but a better service would help retain customers.

Sam

Sky have what they call an 'Accessible Customer Service team'. Have you been in touch with them?

https://accessibility.sky.com/contact-us

SeniorSam

Thank you. I have not been in touch, but looking at the site, it is phone - no good - live chat - WHEN? - e-mail, I have just done that and hope to get a reply within 48 hours, or so the auto-reply sais.

Sam

Pincher

Used Sky Live chat on 18th February 2015.


Went through security check and everything.


It was a bit slow, but no real problem.


Managed to resurrect an old Sky iD. He disconnected the old Sky Account, which enabled me to link the new account to it.

duchy

Calls to Sky from a Sky phone line are free ......and they also have an 03 number (same as ringing an 01 or 02 number so for most people free)- so why on earth were you using a premium rate number ???? A five minute call to retentions versus an hour in chat is only cost effective if you cost your time at zero surely.

brewerdave wrote: »

Yes...it is like watching paint dry using Sky chat.........but much less frustrating than having to repeat yourself over an expensive premium rate number....and YOU can get on with other things in the inevitable gaps in the "conversation"-make coffee,check bank accounts,emaile etc....took me ~ 75 minutes to cancel last year...but worth it as I ended up "saving" over £300 pa on my deal !!

Mystic_Charm

I've used live chat before to try, and reduce my bill. Every time I'm told they're not able to do this vi chat as it's not secure, and I must phone them.

mije1983

SeniorSam wrote: »

it is phone - no good

That is just one of 6 possible options.

SeniorSam wrote: »

live chat - WHEN?

From the page I linked to:

Live Chat is available 8am to 4:30pm, Mon - Fri.


You can also contact them using the online form, with a webcam using sign language, or textphone.

W1lk0

duchy wrote: »

Calls to Sky from a Sky phone line are free ......and they also have an 03 number (same as ringing an 01 or 02 number so for most people free)- so why on earth were you using a premium rate number ???? A five minute call to retentions versus an hour in chat is only cost effective if you cost your time at zero surely.

Can you tell me what the 03 number is please?

Below the live chat pane on the sky.com web page the contact us information says:

"Call a Sky expert on: 08442 411 653
Calls to Sky contact centres are free for Sky Talk customers
BT customers pay 5.1p/min and 15.97p connection. Calls from other providers will vary."

My 'phone provider is BT. As I mentioned in my original post, I find the staff at Sky quite aggressive, hence the preference for text chat.

brewerdave

duchy wrote: »

Calls to Sky from a Sky phone line are free ......and they also have an 03 number (same as ringing an 01 or 02 number so for most people free)- so why on earth were you using a premium rate number ???? A five minute call to retentions versus an hour in chat is only cost effective if you cost your time at zero surely.

..at the time I was "negotiating" I didn't have free daytime calls in my package-even 18185 wouldn't work with the Sky numbers ,so any call was going to cost -also, you need to have VERY good negotiating skills if you can get a satisfactory conclusion with a Sky CSA in 5 minutes !!:rotfl:
As per the previous poster, my previous experiences with Sky via phone have been with agressive and abrupt service agents who push their own agenda & generally talk over you !!
Yes, I'm retired ,so I was quite happy to chat online for 75 minutes -in the gaps in conversation I loaded the dishwasher, answered emails, did a bit of online browsing,made a coffee etc etc:)

teddysmum

W1lk0 wrote: »

Can you tell me what the 03 number is please?

Below the live chat pane on the sky.com web page the contact us information says:

"Call a Sky expert on: 08442 411 653
Calls to Sky contact centres are free for Sky Talk customers
BT customers pay 5.1p/min and 15.97p connection. Calls from other providers will vary."

My 'phone provider is BT. As I mentioned in my original post, I find the staff at Sky quite aggressive, hence the preference for text chat.

There is a choice of 03 numbers via this page https://contactus.sky.com/uk