Sky MSE offer - impossible to get help from customer service

edited 30 November -1 at 1:00AM in Broadband & Internet Access
9 replies 1.7K views
markhodmarkhod Forumite
50 Posts
edited 30 November -1 at 1:00AM in Broadband & Internet Access
Hi,

Has anyone taken up this offer? My track my order just says there is a problem and I need to contact them. If I phone I get an auto-message telling me there is a wait of more than 30 mins and they don't recommend holding. I tried Facebook support, and it seems to take up to 5 or 6 hours to get a response to a comment. I did once get someone replying semi-regularly and they said they had fixed the issue holding the order - that was on saturday. But today I still see the same "you need to contact us" in track your order. Now I cam unable to get any help on Facebook - one person eventually responded, only to say 30 mins later their shift was ending and they cannot help anymore! Now I seem to be back to waiting for hours for someone to respond.

Does anyone know of a reliable way to get hold of someone at Sky to help?

If not, am I entitled to just cancel the order? I am starting to think it is way too much hassle to change providers to Sky now. But I cannot get through to anyone, how would I even be able to do this?

Cheers,

Mark

Replies

  • [Deleted User][Deleted User] Forumite
    0 Posts
    MoneySaving Newbie
    I'm not sure if it's of help to yourself being snailmail but I wrote to Sky just last Thursday complaining about the same thing (no reply yet mind :( ) at:

    Customer Complaints
    Sky Subscribers Services Ltd
    PO Box 43
    Livingston
    West Lothian
    EH54 7DD


    Most of my phone calls were of the 'we are extremely busy and recommend you phone back' (not even an estimate) with the best being a 40 minute queue. I tried the messaging option within the My Sky app which promises 'we try to reply within 30 minutes', 4 hours and 59 minutes it took them. Live chat seems to have disappeared up its own nether regions entirely.
  • I'm not sure if it's of help to yourself being snailmail but I wrote to Sky just last Thursday complaining about the same thing (no reply yet mind :( ) at:

    Customer Complaints
    Sky Subscribers Services Ltd
    PO Box 43
    Livingston
    West Lothian
    EH54 7DD


    Most of my phone calls were of the 'we are extremely busy and recommend you phone back' (not even an estimate) with the best being a 40 minute queue. I tried the messaging option within the My Sky app which promises 'we try to reply within 30 minutes', 4 hours and 59 minutes it took them. Live chat seems to have disappeared up its own nether regions entirely.

    Oh dear! That does not sound encouraging :(

    I really wish I had never tried to switch now :(
  • [Deleted User][Deleted User] Forumite
    0 Posts
    MoneySaving Newbie
    markhod wrote: »
    Oh dear! That does not sound encouraging :(

    I really wish I had never tried to switch now :(

    They were actually okay 12 months ago but there does seem to have been a change since then, IMO anyway. It's one way to retain custom I suppose, if you can't contact them you can't cancel.
  • teddysmumteddysmum Forumite
    9.4K Posts
    Part of the Furniture 1,000 Posts Combo Breaker
    ✭✭✭✭
    CS was very good until I left last year, only to find that PlusNet's CS was useless.


    It looks as though they have all gone the same way, as BT and TalkTalk have had a bad reputation for ages.


    You could try the well-manned new customer line, as someone may be able to put you through or give you a call back (they've never been good at this).


    I did this with PlusNet's online support and got partial help, but on transfer, ended in a big queue, which bumped me off when down to about 10 people.
  • markhodmarkhod Forumite
    50 Posts
    teddysmum wrote: »
    CS was very good until I left last year, only to find that PlusNet's CS was useless.


    It looks as though they have all gone the same way, as BT and TalkTalk have had a bad reputation for ages.


    You could try the well-manned new customer line, as someone may be able to put you through or give you a call back (they've never been good at this).


    I did this with PlusNet's online support and got partial help, but on transfer, ended in a big queue, which bumped me off when down to about 10 people.

    ok thanks, I might try that then!

    I finally got through on Facebook chat this morning, went through security questions and then they just stopped responding again! No doubt the whole process will time out yet again and I will be back to square one :(
  • markhodmarkhod Forumite
    50 Posts
    Update: Have managed to speak to someone sporadically today on messenger and they say BT won't process the order because BT says there is already another oder in progress for the address. But I have made no such order. Apparently BT cannot tell Sky any details due to data protection and Sky say they will refuse to speak to me about it, because they only deal with customers.
  • motherofstudentsmotherofstudents Forumite
    1.3K Posts
    Tenth Anniversary 1,000 Posts Combo Breaker
    ✭✭✭
    Sky used to be pretty good, you could get through ok on the phone but recently it has become so difficult. Today I got through quickly and spoke to someone who said he would put me through to retentions but a couple of minutes later he came back and said 'there is a long wait, try again, have a nice day'. Tried messenger and after half an hour my details were taken, a further half hour they said they would put me through to retentions. That was it, no more communications. I would move elsewhere if I thought there was anywhere better but it seems they are all sadly lacking when it comes to customer relations.
  • edited 14 September 2017 at 10:43AM
    markhodmarkhod Forumite
    50 Posts
    edited 14 September 2017 at 10:43AM
    well Sky certainly have a cheek - despite still not having switched me they have started charging the direct debit! Retracted - my mistake, I noticed my new mobile direct debit and did not recognise the name.
  • [Deleted User][Deleted User] Forumite
    0 Posts
    MoneySaving Newbie
    I've managed to contact them twice this week fairly speedily, once through the new SMS option and once via Live Chat. Perhaps the Sky Sports snafu snarled up the system and they're slowly getting back to normal.
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