Sky Customer Service Issues

I have attempted various methods to fix the NO SATELLITE SIGNAL ISSUE on my TV over time, following online advice, but to no avail. Multiple channels are displaying NO SIGNAL STRENGTH, including Sky News HD, Bloomberg HD, BBC News HD, CNBC HD, CNN HD, Euronews, RTHD, NDTV, TVC News, Arise News, ITV HD, Sky One HD, Sky Witness HD, Gold HD, Dave HD, Comedy Central HD, Sky Comedy HD, Nat Geo HD, and Sky Nature HD. Despite my efforts, the signal strength in settings remains at only 60%.

I am beyond frustrated! Yesterday, I had a Q box installed with the Discovery Plus channel, which was the whole reason for getting the box. However, I am unable to access it. The message claims it may take a few minutes or hours, but it still hasn't activated. We have been loyal Sky customers for years, and I truly believe we deserve better customer service. I have been trying to reach someone by phone, but it's been impossible. As seniors, we could use a bit of assistance. Kindly reach out to me now at 01[redacted]80.

Hello, Today, Openreach visited to address the issue of my voice over IP dropping out every hour. Although the engineer found no fault on the line, they suspect the router may be the problem. To resolve this, the engineer tried to order a new router for me through customer support but was informed that I would need to arrange the replacement myself. Despite attempting to contact customer services by phone, I have not been successful in reaching a representative and have only received automated messages prompting me to go online. I believe there should be notes on my account regarding this issue. Account number: [redacted] Landline number: [redacted] I appreciate any assistance you can provide in resolving this matter. Thank you, Roger Davies

I need assistance with my Sky payments. In December, it was £[redacted], in January £[redacted], and then back to £61, which I believe is the correct amount. We reduced our package as I am currently not working due to poor health, and we are now relying on one income. I have had to pause my direct debit until this is sorted out, as these bills are too high. I need this resolved as soon as possible to make sure I can continue to pay my other bills and afford food.

I am a frustrated customer who is still waiting for my broadband to be connected. I have not received my Sky modem or multi-room boxes, which were supposed to be provided. Before Christmas, I spoke with a helpful customer service representative named Jamie who arranged for a MiFi to be sent to me at a cost of £89.99, with a promise of compensation. He assured me he would follow up on my case by December 28th, but I did not receive a call. Despite being told to expect a call on both January 4th and 5th, no one contacted me. I understand there may be delays due to COVID-19, but the lack of communication has been frustrating. My numerous calls to customer service have resulted in long wait times, with one call lasting 2 hours and 46 minutes. As a loyal customer of over 20 years, I expect Sky to oversee the setup of my package efficiently without constant reminders from me. I hope this message prompts better assistance. Sincerely, M. Reynolds.

My broadband speed has been consistently low at 4.6 at times, causing frequent disconnections. This issue has persisted for months. Despite having an engineer visit, there has been no improvement, and our service has essentially been non-existent. We are subscribed to your superfast broadband package, but the performance is terrible. A representative from your Carlisle-based outlet tried to address the problem, acknowledging the unacceptable speed after checking himself. It is crucial that this matter is resolved promptly, as your representative rightly stated that the current situation is unacceptable.

I currently have an overdue Sky bill of over £[redacted]. My Sky services are restricted, and I have reached out to Sky requesting the reinstatement of my services until Monday, January 18th. My wife has tested positive for covid, and as she suffers from severe asthma, she is considered vulnerable. With four school-going children, we are both struggling to manage their education. Given the circumstances, my children are relying on BBC Bitesize programs for their studies, but with only one Sky Q box, it's challenging to access these resources. When attempting to file a complaint, the advisor abruptly ended the call. While I acknowledge the outstanding balance, temporarily reinstating my services would greatly alleviate the current difficulties we are facing with our children's education during this challenging time.

I received a phone call this morning from [redacted]2 claiming to be from Sky, with a foreign accent. They had me check my internet speed and pointed out it was slow. They tried to get me to sign up with a security firm to protect my broadband, alleging they were from Sky headquarters in London. I declined, requested ID and my Sky account number. They provided SK88FO2, which I questioned, and then I ended the call. I am concerned they might be using Sky customer phone numbers to promote a security firm. I'm now unsure about my broadband speed and may need to do a speed test. My internet has been unstable recently due to the weather conditions. Annette Grossman at 91 Dovedale Crescent, Burbage, Buxton Derbyshire SK17 9BQ, a Sky broadband user.

Hello, I recently canceled my contract with Sky based on the advice of an agent due to my extended absence and uncertainty about my return caused by the pandemic. The agent mentioned that I needed to return the equipment but explained that I couldn't do so immediately; they promised to send the packaging for the return. Unfortunately, I had to leave before receiving the packaging, and I am still out of town with no way to return the equipment, which is not in use. I just received an email stating that I will face charges if I don't return the equipment by January 19th. I'm unsure about what steps to take next; could you provide some guidance on this matter? Additionally, I plan to resume a contract with Sky as soon as I return. Given the current situation with COVID-19, wouldn't it be more practical to keep the equipment since it may be challenging for technicians to visit for installation? Your advice on this would be greatly appreciated. Thank you, K.A.

I've been eagerly awaiting the delivery of a broadband router this morning, only to discover it was mistakenly sent to the wrong address and returned to the sender. The existing wifi service is set to cancel on 15th February. The correct delivery address is: 3 Marine Court, The Esplanade, Telscombe Cliffs, Peacehaven, East Sussex, BN10 7HT. The equipment was delivered to: 3 The Esplanade, Peacehaven, BN10 7HG. Could you please urgently arrange for the broadband router to be delivered to the correct address? Without it, I won't be able to fully enjoy the services from Sky that we're currently paying for. I want to mention that your engineer was previously sent to the wrong address, but thankfully, being a local, he took the initiative to retrieve the viewing card that was mistakenly sent there.

Subject: Temporary Service Suspension Confirmation Needed I contacted Sky on January 15, [redacted], requesting to temporarily turn off services until returning to Ireland from the United States. I spoke with Bill from County Kildare, Ireland, who assured me he would cancel the service on that day and send a final bill. As our holiday home in Donegal hasn't been utilized since October [redacted], we need confirmation that the service was indeed deactivated on January 15, [redacted], as per our request. We anticipate coming back to Ireland later this summer and will require the service to be reinstated. Please verify the service suspension and send the final bill via email. Thank you. Contact: Email: [redacted] Area Post Code: F92N92N USA Phone: [redacted]

Our house move was originally scheduled for 01/18/[redacted] but got delayed to 02/18/[redacted] and then to 03/18/[redacted]. Due to this, our Sky TV and Broadband were disconnected from the original moving date, leaving us without service for over a month. Despite this, £33.40 was still deducted from my account. I am requesting a refund for this charge as I believe it is unfair to pay for a service I have not been able to use since the move was postponed. I am eager to resume my Sky services as soon as I am back in the new house, but until then, I would like the charges reversed.

Dear Sir, After experiencing 5 months of no service from Sky, I made the decision to cancel. I tried reaching out multiple times via phone and email with no response. Sky continued to charge our bank account monthly despite providing no service. Now, after attempting to get reimbursed for this time without a signal, I received an automated email threatening me with a Debt Collector for £37.60. Being a customer for 8 years, we were disappointed by the lack of acknowledgment and resolution of the issue. We were left without service over the holidays and had to rely on a firestick. I am seeking reimbursement for the months without a signal. Failure to do so may lead to legal action and involvement of debt collectors. Regards, Peter Mcdermott

I recently received a bill from Sky for over £[redacted], and it's made me reconsider my current package which includes landline, broadband, and TV services. Despite having access to catch up, kids shows, movies, and adult films, I rarely use these features. Additionally, the added cost for Sky Protect is pushing my bill even higher. I've noticed initial deals with other providers for all three services starting at £45, leading me to question why my bill with Sky is so inflated. As a loyal customer, I feel like I'm being overcharged for services I don't fully utilize. I'm considering switching unless Sky can offer me a more cost-effective solution. It's frustrating to see new customers receiving better deals while existing ones are left paying more. I'm open to exploring alternative options if available. Thank you.

On 13 April, I reached out to Sky to set up a new £26 per month Broadband contract as my current one was expiring soon. The new contract began on 23 April. However, upon receiving my bill for May-June, I noticed that I was charged more than agreed upon for the period from 23 Apr to 15 May. The breakdown includes various charges resulting in a total of £28.31 instead of the agreed £26 per month. I am requesting a reimbursement of £2.81 for the overcharge and would appreciate a goodwill gesture due to the inconvenience of rectifying this error.

I recently got a text saying I've used most of my Sky mobile data this month. I've been a loyal Sky customer for 3 years and this is the first time this has occurred. The only change I made was getting a new Samsung J5 last month, and I received messages about my mobile being configured for MMS & GPRS. I'm wondering if this could be the reason my data usage has increased significantly. If not, what should I be mindful of on my phone to avoid incurring high charges? Thank you, Stuart.

Dear Sky, I am a subscriber with a vulnerable status and have been trying to reach your vulnerable phone number. After waiting for 30 minutes without any luck, I am disappointed by the service provided. I am looking to cancel my BT Sports package but could not find a way to do so online. When reviewing my account, I noticed details of my other packages such as Sky Sports HD, Sky Cinema, Sky Sports Complete Pack, Sky Atlantic Sky HD, Sky Atlantic Sky Signature, Netflix, and Sky One3 Multiscreen. Can I cancel the packages not under contract, like Netflix and BT Sports? I also want to inquire about canceling any other packages if needed. After waiting for 40 minutes, I finally connected with a representative who had trouble hearing me and abruptly ended the call. As a loyal customer, I am disappointed by the treatment received, especially in catering to vulnerable customers. The extended wait times, attributed to Covid, are concerning. It defeats the purpose of offering faster service to vulnerable individuals if they are still disregarded. Sincerely, Mrs. Linda B.

I recently signed up for a new contract with Sky over the phone with one of your advisors about 4 to 5 weeks ago. The advisor offered me a better deal at £[redacted] per month, which I agreed to as a pensioner. However, upon receiving my first bill, I was shocked to see a charge of £[redacted].35. When I called customer service, I was informed that this was due to new setup contract and administration fees that were not disclosed to me during the initial conversation. I expressed my dissatisfaction and threatened to cancel my contract if the issue was not resolved. The second advisor I spoke with assured me they would investigate and get back to me within 48 hours. If I do not receive a response by 4 pm on Friday, July 23rd, [redacted], I will proceed with canceling my contract. It is disappointing to be treated like this after being a loyal customer for over 15 years. - Mr. Steven G.

I recently received the attached message regarding my Sky account. It states that a complaint I made ([redacted]) has been closed. They mention contacting CISAS if unresolved after eight weeks. They also include information on Internet Matters and mention not to reply to the email directly. I am confused by this email since I don't recall making any complaints about Sky Mobile, as I have had positive experiences with them. Could you provide clarity on what this complaint is about? Thanks, R. Smith.

My name is John Lockhart from [redacted] Mayola Road, London E50RG, and I have been a Sky customer for 10 years. I experience cognitive difficulties due to anesthesia overload during a triple bypass surgery 4 years ago, affecting my ability to handle data overload. I recently spoke with Sky Billing, and my bill was adjusted to £59, which is closer to my usual amount before certain channels were added without my consent. Despite this, I noticed you are still charging me £[redacted] per month. I kindly request a call back at [redacted]1 to resolve this billing discrepancy and discuss any refunds since the installation of Sky Q. I also believe there may be insurance charges included that I declined from other companies claiming to be Sky. I hope to resolve this matter promptly without repetitively pursuing corrections. Thank you, John Lockhart, on Tuesday, 3 August [redacted].