topic Re: dont know what to do in Archive

dont know what to do

Mark+Hinder — Wed, 26 Jan 2022 13:36:25 GMT

i am registered disabled, and got up this morning, switched my sky glass on, only to find a load of vertical and horrisontal lines on the screen, the bottom looks like someone has shot the screen. it was working fine lat night, so don't know what has happened to it. there is no picture or sound, contacted sky, but nobody there today, as they are on training

Re: dont know what to do

GD1 — Wed, 26 Jan 2022 13:38:31 GMT

@Mark+Hinder I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. Please keep checking back as it is not an instant reply.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: dont know what to do

Anonymous — Wed, 26 Jan 2022 13:47:26 GMT

How on earth can a Customer Services line be closed for such a service as Sky during main business hours! Unbelievable.

Re: dont know what to do

GD1 — Wed, 26 Jan 2022 13:49:44 GMT

@Anonymous When would you like Staff Training to take place? Outside of hours perhaps, making staf stay beyond their scheduled shifts? Would you stay behind for hours?

Re: dont know what to do

Anonymous — Wed, 26 Jan 2022 13:53:40 GMT

@GD1 Don't be ridiculous. Sky has a national service and it is unacceptable for them to take out a whole customer service network to perform training! You can say whatever you want.....but this is unacceptable, especially during periods of downtime!

Re: dont know what to do

GD1 — Wed, 26 Jan 2022 13:57:10 GMT

@Anonymous What would you suggest then? Maybe Sky could take your advise.

The fact there is an issue with a service can't be forecast in the planning. It happens.

Re: dont know what to do

Ramanujan1729 — Wed, 26 Jan 2022 14:01:07 GMT

Perhaps it would be better to do staff training in batches, rather than all at once, like they do with their system updates. 😂

That way at least someone will be working while others are training. Then the newly trained staff can work while the others are training, or is that too sensible?

That's the way most big companies do it.

Re: dont know what to do

Anonymous — Wed, 26 Jan 2022 14:01:54 GMT

@GD1 Let's not go back and forth on this. I value your opinion and the help and support you provide, so let's agree to disagree on this. 🙂

Re: dont know what to do

Dave+r+robbo — Wed, 26 Jan 2022 14:02:27 GMT

We have set out training days at my work place while others cover.

they then have their training days while we cover.

I would have thought sky would be able to do the something like that.

to just leave nobody is a bit poor but no surprise with sky really .

Re: dont know what to do

GD1 — Wed, 26 Jan 2022 14:02:47 GMT

@Ramanujan1729 wrote:
Perhaps it would be better to do staff training in batches, rather than all at once, like they do with their system updates. 😂

That way at least someone will be working while others are training. Then the newly trained staff can work while the others are training, or is that too sensible?

That's the way most big companies do it.

I don't disagree with that at all, there would still be impacts on call times though. Never going to be a right way to do it.

Re: dont know what to do

Jayboy1990 — Wed, 26 Jan 2022 14:03:33 GMT

Sadly they are unavailable for training, it takes as long as it takes.

I understand it's far from ideal when needing to contact them, hopefully they'll be back online befor the days out.

Re: dont know what to do

GD1 — Wed, 26 Jan 2022 14:04:27 GMT

@Anonymous wrote:
@GD1 Let's not go back and forth on this. I value your opinion and the help and support you provide, so let's agree to disagree on this. 🙂

Agreed, there's never going to be a right way, one way or another customer would be impacted.

Re: dont know what to do

Mr+Flibbles+86 — Thu, 27 Jan 2022 11:22:22 GMT

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you.

Re: dont know what to do

Mark-Br — Thu, 27 Jan 2022 13:36:10 GMT

@Mark+Hinder wrote:

i am registered disabled, and got up this morning, switched my sky glass on, only to find a load of vertical and horrisontal lines on the screen

Hi Mark,

Sorry again for any inconvenience you encountered.

If you ever have a similar experience to the vertical lines, where possible, I'd recommend a power reset in the first instance.

Also, just to make sure you're aware, we have a dedicated Accessibility team who offer support for customers who may have additional needs (anyone who'd like to use this service will need to register with them.)

EDIT: in the meantime, i'm sure @Mr+Flibbles+86 will be able to help 🙂

Re: dont know what to do

Lisa-P1987 — Sat, 29 Jan 2022 12:15:29 GMT

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂