Page 2 | I want to talk to a human - is it that hard?

RaraRachael · 2025-06-09T13:35:41+00:00

Just spent over an hour farting about trying to fix an issue with my Sky. Tried their online chatbot - waste of time, My Sky online "help" - waste of time, various phone numbers that just direct me to online helo. Are there any numbers where I can talk to an actual human or even have a real person on a live chat instead of some stupid bot?

StrawberrySquash · 09/06/2025 17:36

BlackbeakQueen · 09/06/2025 17:09

I also kept being referred back to online. If the answer was on there I wouldn’t have to phone.

OMG! this bugs the fuck out of me! "Did you know you can log x,y,z online?"

Show quote history

No! I had no idea. That's why I've been listening to this message on a loop for the past half hour.

Original poster

RaraRachael · 09/06/2025 17:45

@charliehungerford we were just reminiscing about the lovely chats we used to have with the people in Livingston.

@Guinessandafire I had tried every available method to solve this issue. I'm sure if wasn't a unique problem but it's very very frustrating to have your time wasted going round and round in circles.

The most annoying thing is when you know you've put in the correct information but the computer says no.

OP posts:

UnderratedCabbage · 09/06/2025 17:47

Guinessandafire · 09/06/2025 17:36

I voted YABU, and I'll try and explain why.

As someone who creates online help guides and standard responses, and quick fixes via phone messages, it is very frustrating when these are ignored.

Customers could save themselves so much hassle just by reading the help pages. They are there for reason.

There is a high chance your issue will not be unique, and a reason why it is in the 'FAQs'.

In an age where nobody answers their phone, I'm amazed by the number of people who immediately reach for it, and I'm talking young people as well, when they need help without checking other ways to sort their issues.

I'm afraid as a society we will have to get used to because

Customer service with real humans at your disposal is a huge money drain, and on balance a few complaints or people cancelling accounts is seen as an acceptable hit.

We are moving towards a society that refuses to do anything for themselves..more selfish, more demanding. Companies willnot put up with this.

If you want a friendly , English person answering your call within 5 rings, be prepared to pay through the nose for your service. Most customers just want the cheapest possible, and that comes with offshore call centres at the best.

Most of my issues are in F&q under "you need to call us" 😂

DuesToTheDirt · 09/06/2025 17:48

I once said to a chatbot (not Sky), "I WANT TO SPEAK TO A PERSON, NOT A BLOODY BOT," and it said, "Would you like me to put you in contact with a person?" And then it did!

Original poster

RaraRachael · 09/06/2025 17:54

Eventually I told the Sky bot Iwanted to speak to an agent but no, I had to go through the rigmarole all over again. Then it said to wait and I'd be connected to an agent. I'm still waiting!

On their FAQ page I went through all the different steps. Finally it asked if my issue had been resolved. I clicked No but there was nothing further.

Who thinks up this nonsense?

OP posts:

abnerbrownsdressinggown · 09/06/2025 17:59

It is ridiculous - I have taken to repeating 'I want to speak to a human' at every opportunity and it usually works.

HMRC even sent me a text last week with a link to their website (which didn't answer my issue) and then hung up on me!!

And then I feel really sorry for the actual human customer service staff as by the time I actually speak to someone I'm usually at best mildy irritated and at worst totally pissed with the useless bot, that I can be a bit short with an actual person, even though it is obviously not their fault.

Readandsew · 09/06/2025 18:17

Guinessandafire please read all the previous posts. It's is not the frequently asked questions, the standard questions and answers, it's the oh so slightly different queries that real life brings forth that frustrates us. It's those of us that have tried go do domething online, but it won't let us because, as per the examples above, postcode now not recognised, option not available online, sorting out queries for elderly parents/family overseas. It is not that talking to a human is more expensive, I'm sure you get rewarded for bring part of the team that builds these standard responses/chat bot programming/Web design etc. It's that once companies have our business, they put the profit to the shareholders and not the existing customer experience. It's so much hassle to leave such a contract with your tv/broadband/utility provider that they have evaluated that they do not need to invest in the customer experience for those that need proper responses, and not just the standard FAQ.

Original poster

RaraRachael · 09/06/2025 18:30

I had shit from Bank of Scotlan while trying tto invest a large sum of money. Apparently as they came under the same umbrella group as TSB who I already had accounts with, if couldn't find my address.

I gave them 4 weeks, went to Nationwide and got the money invested in 20 minutes.

OP posts:

UnderratedCabbage · 09/06/2025 18:34

RaraRachael · 09/06/2025 18:30

I had shit from Bank of Scotlan while trying tto invest a large sum of money. Apparently as they came under the same umbrella group as TSB who I already had accounts with, if couldn't find my address.

I gave them 4 weeks, went to Nationwide and got the money invested in 20 minutes.

The group has issues with address. Apparently it's post office problem or something.... Which is ridiculous since I also have accounts with them and post office...

Original poster

RaraRachael · 09/06/2025 18:43

It makes no sense. If you're with hee group already how can there be an issue with youd address?

The woman kept claiming their tech team were working on it 🤣

OP posts:

anniegun · 09/06/2025 18:45

When they say AI is a threat to mankind this is what they mean. We will all die whilst a chatbot misinterprets " send me my medicine"

UnderratedCabbage · 09/06/2025 18:47

RaraRachael · 09/06/2025 18:43

It makes no sense. If you're with hee group already how can there be an issue with youd address?

The woman kept claiming their tech team were working on it 🤣

Same!!!

WhySoManySocks · 09/06/2025 19:04

Guinessandafire · 09/06/2025 17:36

I voted YABU, and I'll try and explain why.

As someone who creates online help guides and standard responses, and quick fixes via phone messages, it is very frustrating when these are ignored.

Customers could save themselves so much hassle just by reading the help pages. They are there for reason.

There is a high chance your issue will not be unique, and a reason why it is in the 'FAQs'.

In an age where nobody answers their phone, I'm amazed by the number of people who immediately reach for it, and I'm talking young people as well, when they need help without checking other ways to sort their issues.

I'm afraid as a society we will have to get used to because

Customer service with real humans at your disposal is a huge money drain, and on balance a few complaints or people cancelling accounts is seen as an acceptable hit.

We are moving towards a society that refuses to do anything for themselves..more selfish, more demanding. Companies willnot put up with this.

If you want a friendly , English person answering your call within 5 rings, be prepared to pay through the nose for your service. Most customers just want the cheapest possible, and that comes with offshore call centres at the best.

You are SO unreasonable.

If my problem was in the FAQ, I would have solved it myself. I call a company for help when it isn’t. And I’m already paying for it through the nose. If there was a company advertising energy / phones / anything with real customer service, I’d switch immediately.

CloudRainbowCloud · 09/06/2025 19:08

Boohoo sent me a hoodie for a man instead of a bra-and-pants set, and the other items in my order were absolutely awful, poor quality and weird sizing. Went to try and organise a refund and ask where my missing underwear was... the only way you can communicate with them is via email, or Facebook messenger! 🫠 I messaged them and got an auto-reply saying they were busy and there might be a delay in their getting back to me. About 3 days later they messaged asking for a photo of the missing items (??). I said I can't send a photo as it did not arrive! No reply to that and it was several days ago.
Will never buy from them again! 😡

DatingDinosaur · 09/06/2025 19:11

@CloudRainbowCloud Hope the man who received your bra and pants set is happy

CiaoMeow · 09/06/2025 19:15

Guinessandafire · 09/06/2025 17:36

I voted YABU, and I'll try and explain why.

As someone who creates online help guides and standard responses, and quick fixes via phone messages, it is very frustrating when these are ignored.

Customers could save themselves so much hassle just by reading the help pages. They are there for reason.

There is a high chance your issue will not be unique, and a reason why it is in the 'FAQs'.

In an age where nobody answers their phone, I'm amazed by the number of people who immediately reach for it, and I'm talking young people as well, when they need help without checking other ways to sort their issues.

I'm afraid as a society we will have to get used to because

Customer service with real humans at your disposal is a huge money drain, and on balance a few complaints or people cancelling accounts is seen as an acceptable hit.

We are moving towards a society that refuses to do anything for themselves..more selfish, more demanding. Companies willnot put up with this.

If you want a friendly , English person answering your call within 5 rings, be prepared to pay through the nose for your service. Most customers just want the cheapest possible, and that comes with offshore call centres at the best.

You're a chat bot, aren't you?

MargaretThursday · 09/06/2025 19:22

I often start with "speak to a real person" on the AI chats. I'm surprised how often that does work.

The other one to try is making your initial complaint sound as complicated as possible so AI can't solve it.

So instead of: "Parcel not delivered"

"I was expecting the fragrant scent of roses to waft through my letterbox at precisely 10:17am on Thursday the 19th of April in this year when my new rosa rubi was due to arrived - informed I might tell you by none other than you yourself.
Unfortunately all I can smell is the scent of failure as nothing arrived despite my anticipation I awaited the arrival with. Having sent loving messages via local carrier pigeon, I have received no flying response. Please can you advice me what I should do in such a distressing situation as I am woefully undone."

You then get "Message not understood. Passing you through to an agent."
They then ask "can you give an idea what your difficulty is" so you then write
"Parcel not delivered".

It works as long as there are real people to speak to.

Weepixie · 09/06/2025 19:24

cardibach · 09/06/2025 14:52

When I was trying to get help from FedEx I asked the chat bot if I could speak to a human and I did get transferred to an actual live chat. Maybe try that?

Yes. I did this just the other day and it worked.

ArtemisiaTheArtist · 09/06/2025 19:41

Agree with pp, Nationwide BS used to have a great customer care line now you have a chatbot and a useless Q&A page. They even took away the PM function! 😭

Recently tried to speak to my local council. The website kept saying MOST OF OUR QUERIES CAN BE RESOLVED BY LOOKING AT OUR WEBSITE but I had a very specific query due to my bulky waste collection that needed sorting. In the end I found the switchboard number, rang that and asked to speak to the Environmental department and I got it sorted.

Recently have also sworn at: Wise Money, Royal Mail (for a communications company they don't want to fucking communicate), Evri, my GP Surgery, and EasyJet.

I'm not usually one for talking to people unless I have to but if you want repeat business you need to look after the customers you already have. Make yourselves available. But a lot of companies don't want customers to have the option anymore.

LindorDoubleChoc · 09/06/2025 19:45

If First Direct can do it, why can't everyone else?

To be fair, I have also managed to speak to a human at Tesco Mobile quite recently and fairly easily. And she was excellent and really helpful. It makes me feel like changing all 4 of the family phones to Tesco Mobile (only one of us are with them atm).

DuesToTheDirt · 09/06/2025 20:05

It's those of us that have tried go do domething online, but it won't let us because, as per the examples above, postcode now not recognised, ...

For the love of god, can the people who program these things not strip off final spaces in boxes? Quite often when I use autofill for my address, postcode, email or whatever, the form will not recognise it as the autofill has put a space at the end. It's so, so simple for the back end to strip off extra spaces before attempting a match, but they don't do it and leave us wondering why what looks like the correct entry is not recognised.

whiteroseredrose · 09/06/2025 20:41

Guinessandafire · 09/06/2025 17:36

I voted YABU, and I'll try and explain why.

As someone who creates online help guides and standard responses, and quick fixes via phone messages, it is very frustrating when these are ignored.

Customers could save themselves so much hassle just by reading the help pages. They are there for reason.

There is a high chance your issue will not be unique, and a reason why it is in the 'FAQs'.

In an age where nobody answers their phone, I'm amazed by the number of people who immediately reach for it, and I'm talking young people as well, when they need help without checking other ways to sort their issues.

I'm afraid as a society we will have to get used to because

Customer service with real humans at your disposal is a huge money drain, and on balance a few complaints or people cancelling accounts is seen as an acceptable hit.

We are moving towards a society that refuses to do anything for themselves..more selfish, more demanding. Companies willnot put up with this.

If you want a friendly , English person answering your call within 5 rings, be prepared to pay through the nose for your service. Most customers just want the cheapest possible, and that comes with offshore call centres at the best.

Yet First Direct manages to have human beings answer every single call.

CloudRainbowCloud · 09/06/2025 22:01

DatingDinosaur · 09/06/2025 19:11

@CloudRainbowCloud Hope the man who received your bra and pants set is happy

Hahahaha!! I hadn't given any consideration to the poor sod till now 😅

charliehungerford · 09/06/2025 23:01

RaraRachael · 09/06/2025 17:45

@charliehungerford we were just reminiscing about the lovely chats we used to have with the people in Livingston.

@Guinessandafire I had tried every available method to solve this issue. I'm sure if wasn't a unique problem but it's very very frustrating to have your time wasted going round and round in circles.

The most annoying thing is when you know you've put in the correct information but the computer says no.

The call centres in Scotland were excellent. Fantastic helpful staff. Today it’s just about the bottom line. Customer service has gone out the window. Think about all those staff who have lost their jobs. Very sad.

Runnersandtoms · 09/06/2025 23:11

Our local leisure centre has repeated information on their phone hold telling you about how everything you need to know can be found on their website, including opening times, membership pricing etc etc. However the actual website has almost no useful information and none of the above. I am another person who will happily try everything in the FAQs and online solutions before resorting to ringing so it is infuriating to keep being told to go online, when I've already tried every online option and not resolved my issue.