topic Stuck order in TV

Stuck order

Ratcatcher21 — Mon, 16 Sep 2024 15:49:14 GMT

I have a stuck order, this seems to be a common problem, but is there a way to solve it , I ordered a mini box and a HD add on for TNT sport on the 3rd Sept and I was told it would be sorted by the 5th (it wasn't) after 4 long phone calls I am still waiting for the issue to be resolved. Any assistance would be gratefully accepted. @

Cheers Ken

Re: Stuck order

Lesley_W — Wed, 18 Sep 2024 13:36:04 GMT

Hi @Ratcatcher21

Thanks for your question

I'm sorry you still haven't had this resolved. Did our team over the phone mention what the next steps were when you last spoke to them?

Lesley

Re: Stuck order

Ratcatcher21 — Wed, 18 Sep 2024 16:25:24 GMT

Hi Lesley

The first guy said it might take a couple of days, so I left it till Sat 7th the second person was not very helpful, the third person said it was a coding error and it should maybe be fixed in a week ie the 14th but it is not (18th) so I started a complaint after about an hour messaging I got a number saying they are looking into it and will get back to me as soon as possible.

Ken

[mod edit: removed personal details from the public forum]

Re: Stuck order

Lesley_W — Wed, 18 Sep 2024 16:45:28 GMT

Thanks for your reply @Ratcatcher21

I'm sorry you haven't had an easy time getting this sorted, it's not what we'd expect.

It sounds like the complaint is being investigated, and hopefully they will be in touch with an update soon.

Lesley

Re: Stuck order

Ratcatcher21 — Tue, 24 Sep 2024 09:50:08 GMT

Still having issues with it still showing a flag on my account that cannot be removed, I was told the reason was that I cannot get a Mini Box unless I am on the full package which I am not at the time of ordering I was never informed of this, so that is maybe the answer.

But it still shows an outstanding order on the App so I cannot use it to place any new orders. I do not really understand this situation but hopefully it will get sorted.

Ken

Re: Stuck order

Manctommc — Tue, 24 Sep 2024 10:04:31 GMT

I'm in a very similar position I think - placed an order for a new TV box/package and broadband router a few weeks ago, with zero email updates since then and the order status stuck. 4 phone calls and 3 new identical contracts later, and still no update or confirmed delivery date...is the only solution asking Sky if they can match the TV and broadband package offer? 😅