to be surprised by Sky’s customer service?

[minniebear]

So we have one TV. We would like to watch Netflix on the TV, and we currently have our TV/broadband through Sky.

We called Sky to ask about the Q box, which would allow us to watch Netflix on it along with any TV we watch. We were told that we can’t update our current box, if we want two of the Q boxes it would cost £50, and for one Q box it would cost £199 outright. I queried this and asked why would be charged less if we ordered a second box we don’t need, and was told we could keep/dump/return one to avoid the extra £149.

We are by no means virtuous eco warriors, but we do try to keep our plastic waste down-I asked why they were making it more attractive for customers to receive two boxes rather than one as it seems that’s a lot of stuff going into landfill. It does bug me when big companies don’t do their bit for the environment when we’re all trying our best as individuals. Sky’s answer:

“We are a business and need to turn a profit.” As a client of theirs for seven years, I did have an inkling that they might be a business (I didn’t think I was donating £60/month to their charitable efforts). A quick Google brings up profits of >£1 billion for 2018. Just seemed bizarre to me to blame the decision to charge £50 for two products and £199 for one on a need to turn a profit? They told me they were a business three times in the conversation.

They were unrelenting though, and assured me that they do their bit for the environment because they gave every employee of their a reusable cup last year. So all these bloody box things they send out are offset by them buying a bunch more stuff (to surely end up in landfill). Just been left feeling like I might be going mad. Maybe I am.

I dont really know much about Skys packages but if you already have a Netflix account and have the app on your phone, just buy a Chrome Cast and you can watch Netflix on your tv.

I think they’re right overall. They are a business and their primary purpose for existence is to make money. If you don’t like their eco credentials don’t use their service.

If your tv has the right plug in ports a chrome cast or amazon fire stick will do the job for you much cheaper.

My now tv box has Netflix on. If you just want the Netflix get the box of eBay and dont get any of the tv passes.
It’ll need to be the black now tv as that is the updated version with it on. The white one is the basic one. :)

Used to work for Sky - if you have two boxes they will charge you approx £13 per month on top of your usual bill for a multiscreen subscription. That's why you get a discount on two boxes but not on one.

You’d end up paying more long term for two boxes with the multi room contract than one box on a single contract too, that’s possibly part of their prerogative to get you to sign to multi room so offering a massive discount on the boxes makes it seem better.

An amazon fire stick works for Netflix I think? Similar idea but a lot more portable if you went on holiday or even just upstairs.

This really surprises me; I did a tour of their hq as part of an environmental sustainability review at my work because they were considered best practice! Wind turbine onsite and all might be worth raising with someone in a different department!

Get a firestick and sign up with Netflix direct. Don't give sky anymore money than you have to

That's odd. They are sending me a new router and I am returning the old one with packaging they're sending me.

Get a Netflix subscription directly from them and cast it to your TV via your phone or tablet.

It sounds like the customer service person hasn't explained the overall cost to you, it's not just the upfront cost, did they say you could have two boxes but only pay monthly as if you only had one?

We have also had this conversation with Sky- we only have one TV in the house!! He insisted that it would be better for us we ended up cancelling anyway and bought a Now TV stick which has Netflix on. We subscribe to the Sky packages as and when we want them on Now and cancel when they finish on their discounted rate. Sky didn't even try and keep our business when we cancelled though so not sorry to say bye to them (I realise they are still getting our money via Now but it's a lot less!)

You dont dump the box. Sky q boxes are owned by sky , you're only paying for installation and will never keep the box. You pay £13 monthly for the extra room which is why you pay less upfront.

The prices quoted are for a 2tb storage box, ask to speak to retention and you'll get a 1tb box on its own for £20 install. No multi room required.

Yabu to be surprised that sky have shite customer service.

Tell them you’re going to go to Virgin..... they’ll come up with a better deal soon enough.

I'm not sure what they told you was right anyway. We wanted to cancel Sky as we were well out of contract and it's a fucking ripoff compared to now tv and they said fine but we had to return our Sky Q box (that we had paid for?!?!) or pay them £100 to keep it. So if you did get a second box and get rid of it, you will find that you need to return it or pay a fee at the end of it.

I told Sky I was glad that the box is still theirs (unlike Sky+ and earlier boxes) because if it breaks down they can repair or replace it. They disagreed but couldn't clarify why they would expect me to repair a rented box.

I wish DH would dump Sky once and for all. But he won't because he wants to keep the sky q box because of films we've bought on it.

Sky customer service is shit in general tbh

And honestly I don’t think the person working in the call centre knows or cares why Sky structure their prices that way. But they probably aren’t allowed to agree that it’s crap. They repeated themselves because that’s the stock answer and they probably wanted to get you off the phone. I’m not saying that’s right, and I do agree with you that it’s shit, I only have 1 tv so would be in the same position as you.

Thanks guys. I get that you pay the £13 a month-it just bugged me that they make it more affordable (although I get not in the long term) for clients to get two boxes. We don’t have £199 to spend, it just seems irresponsible to encourage people just to take the second box and not use it?

I think I’ll follow you guys’ advice and find another (cheaper) option for streaming Netflix and not give Sky any more of my money.

I had an issue with John Lewis in the week (genuinely very rare for me to speak to customer service

*posted too soon

And the John Lewis team were genuinely amazing.

To repeat “we’re running a business” three times is beyond patronising and really weird customer service.

We have used a fire stick , now tv to stream Netflix so agree with other users that I'd get one of those instead.

Or even pick up a second hand PlayStation console to do it instead if it works out any cheaper? We currently use a PlayStation 3, and can also watch YouTube / catch up services.

Call, tell them you’re thinking of leaving because you can’t watch Netflix & you can with Virgin, they’ll probably send you a box for nothing

Thanks guys for the advice-we hadn’t considered one of these options. Just looking into the Fire stick and Now TV box.

My Sky contract is up tomorrow and I'm cancelling! There are much cheaper ways to watch tv these days

I’m with sky and they have been pretty good to me. I have a sky q mini box and I got this at an extra 9 p/m as when they came to install the tv at my new house the engineer was able to offer this at a discounted rate.

The mini is pretty good as it connects wirelessly to your sky q box and you are able to move it around your home without having to have all the cables plugged in, just need the power lead and you’re good to go!

Now TV is still a sky company but it’s so much cheaper. We pay £26 for fibre broadband and entertainment package (get all the free view ones too) and it has BBC/ITV/4/5 catch up and Netflix built in. Can’t go wrong! DP also buys day/week/month passes to watch sport which works out much cheaper than paying every month when it may not be used. Also pay for movies in the run up to Christmas and then it can be cancelled.

Their live chat customer service is beyond useless but I’ve called a few times and they are always really helpful.