Phone Wait Times Sky.

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415 posts

Ultimate Geek

#2933453 23-Jun-2022 11:11

richms:

Nope, no patience for this, its the new normal and they have had a long time to deploy automations, sort out work from home, have additional shifts and extend hours they answer etc.

That there are still uncontrolled waiting times is fully on management for not adapting to the new reality.

Wow, this is the first time ever I have totally agreed with Richms! They have had plenty of time to plan and implement. Sky is and always has been the pits when it comes to customer service.

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gehenna

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#2933466 23-Jun-2022 11:37

Again, totally wrong.

PANiCnz

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#2938159 4-Jul-2022 12:55

Anyone got any advice for cancelling Sky? I've been trying to cancel my sub for nearly a month without success.

Every time I call the wait times are 2 hours+ and I don't have the time to sit and wait. I've emailed them, and while they've acknowledge my desire to end my subscription they insist I need to talk to their Customer Care team. I arranged a call back with their Customer Care team but they called me back on the wrong day.

If they continue to be uncontactable what are my next steps? Is there any organisation I can lodge a complaint with that might get some action?

JPNZ

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#2938178 4-Jul-2022 13:49

PANiCnz:

Anyone got any advice for cancelling Sky? I've been trying to cancel my sub for nearly a month without success.

Every time I call the wait times are 2 hours+ and I don't have the time to sit and wait. I've emailed them, and while they've acknowledge my desire to end my subscription they insist I need to talk to their Customer Care team. I arranged a call back with their Customer Care team but they called me back on the wrong day.

If they continue to be uncontactable what are my next steps? Is there any organisation I can lodge a complaint with that might get some action?

Tried the live chat on their website??

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Batman

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#2938276 4-Jul-2022 16:10

wow this is madness. my sky box took about >3 hrs to load my card and missed the ABs game on the weekend on the sky box, it must have "signed in" the card overnight somehow.

lucky we hooked up the computer to use the online stream.

can't contact them to cancel nothing.

wait time 3 hrs on phone, now on chat number 25 in the queue

emails not answered

PANiCnz

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Ultimate Geek

#2938298 4-Jul-2022 16:21

Sent another email this afternoon referencing the earlier email and asking again to cancel my subscription, but also indicated I would go to the media if I didn't get a satisfactory response within 3 working days. First email took 6 days to get a response, second took 3 hours. Not sure this approach works if you need help or want to upgrade etc. but seems to be the only method for cancelling at the moment.

Batman

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#2938303 4-Jul-2022 16:32

ok thanks i will remember that. now waiting on chat. no 14 now.

most likely i get to number 2 at 5pm and they close shop.

Batman

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#2938322 4-Jul-2022 17:23

Interestingly after 90-120 minutes the sky phone cuts you off. Happened twice now

Now left with the chat queue...

rugrat

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#2938331 4-Jul-2022 17:50

I wonder how much cellular resources these long hold times are using up. Are 0800 numbers a fixed cost per month or are they charged by time?

I’ve only turned decoder on last couple months, so when Sky calls to ask if I want discount or cancel, I will cancel.

Upgrade channels can be done online but to cancel have to talk to a person.

I will be asking if I can email my receipt number for decoder return rather then ring it in.

Rikkitic

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#2938338 4-Jul-2022 18:13

PANiCnz:

Anyone got any advice for cancelling Sky? I've been trying to cancel my sub for nearly a month without success.

Every time I call the wait times are 2 hours+ and I don't have the time to sit and wait. I've emailed them, and while they've acknowledge my desire to end my subscription they insist I need to talk to their Customer Care team. I arranged a call back with their Customer Care team but they called me back on the wrong day.

If they continue to be uncontactable what are my next steps? Is there any organisation I can lodge a complaint with that might get some action?

Not sure of consumer law here but if it was me I would send their head office a registered letter cancelling the subscription and just stop paying the invoices after a reasonable period.

Plesse igmore amd axxept applogies in adbance fir anu typos

OldGeek

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#2938358 4-Jul-2022 19:57

No-one has mentioned the Telecommunications Dispute Resolution service - https://www.tdr.org.nz. Not being able to contact Sky should be part of this.

--

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Batman

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#2938369 4-Jul-2022 21:09

well after hours of waiting the guy says only the disconnection team can cancel my account and he will send an email to the disconnection team who will call me

thing is, this has been done before and nobody has called me

oh well i guess i just have to keep paying

quickymart

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#2938378 4-Jul-2022 22:30

From memory, 0800 calls are charged per minute. Calls from a cellphone cost more than calls from a landline.

rugrat

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#2950821 5-Aug-2022 02:51

Sky was suppose to ring me before starting decoder charges to see if wanted to keep service or maybe keep at discount.

They have failed to keep their verbal agreement to ring, and have started charging $18.70 decoder rental a month including GST.

Will have a go calling tomorrow, but better not get told unable to cancel until a call back that never comes like with Batman above. If call back doesn’t happen within reasonable time will lay complaint with commerce commission.

I’m not going to just keep paying because they make it as hard as possible to cancel.

Trouble is my account is around $64 in credit, so as they owe me money can’t just block credit card.

rugrat

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#2950891 5-Aug-2022 11:58

Good experience 😀. Call answered in under 1 minute. Put through to disconnection team, transfer happened in under another minute.

They waved the 28 day notice period and allowing the disconnection when free period ends. No need to ring back with receipt number when return decoder. Money owed will be transferred back to credit card paid from.

@Batman suggest you give another go if still wish to cancel and haven’t managed it yet.

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