topic Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP. in Sky Accessibility

Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 10:24:56 GMT

Hello

I am Disabled and I am Registered on the Sky Disability Service. But I can no Longer Live Chat or Live Message Sky. Why can't I do that any more please? What has happened? I don't have Facebook Messenger or any Phone or Email. I also don't want to do Live Sign or Text Relay. I have always Contacted Sky Via the Live Chat and Live Message Option. But now I can't do it because it is no Longer a Option here. I have Looked in the Disabilty Help Sky Website and I have Looked in the Normal Sky Help Website and I Truly can not See Sky Live Chat or Sky Live Message any where. So now I Truly don't know what to do. How can I Contact Sky now I have Lost Access to Sky Live Chat and Sky Live Messenger Service? Why why why has Sky Changed This and Took Sky Live Chat and Sky Live Messenger Away from me? PLEASE HELP. Thank you

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

SKY1992bf — Fri, 23 Jul 2021 10:30:36 GMT

@Anonymous If your already registered use the contact options on the accessibility link

https://www.skyaccessibility.sky/

and then click register for our service, even though you are already registered the contact options are the same

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Mark39 — Fri, 23 Jul 2021 10:36:25 GMT

@Anonymous all the contact options via Sky Accessibility are shown here: https://www.sky.com/help/articles/contacting-sky-accessibility#get-in-touch

If the Message Us option isn't shown, it's not currently available, but it was ok when I checked a few moments ago.

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 10:48:16 GMT

Yes I See it on the Sky Website. But as Soon as I Sign In to the Sky Website it Immediately Disappear and it is no Longer Showing on the Sky Website when I am Signed In. If I Sign Out of the Sky Website it Shows on the Sky Website. But when I Sign In on the Sky Website it Disappear Instantly.

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

SKY1992bf — Fri, 23 Jul 2021 10:52:01 GMT

@Anonymous try clearing browser history or try a discount browser

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:00:28 GMT

Yes I have Done that Already. I have Also Tried 3 Different Browsers Such as Samsung Internet and Google Chrome App and Google App . So now I Truly am at a Loss of What to do as I no Longer have a Option of Contacting Sky Via Live Chat or Live Messenger. Can any one else Contact Sky Via Live Chat or Live Messenger if they Fully Sign In to the Sky Website or is it Just me Who can no Longer Contact Sky Via Live Chat or Live Messenger Service Because it is no Longer a Option what Shows up for me?

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:06:56 GMT

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:09:30 GMT

That's the Only Options I have when I have Signed In the Sky Website. Please Look at my Previous Post and Screenshot's I have Uploaded. Thank you

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:12:52 GMT

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

SKY1992bf — Fri, 23 Jul 2021 11:14:08 GMT

@Anonymous I've asked sky about this and will report back if I hear anything back

when you registered for Sky accessibility where you given or asked to provide different login details for Sky accessibility that are different from the main website/community details

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:15:22 GMT

That is what I See when I am not Signed In to My Sky Account on the Sky Website. Please Look at the Screenshot's and My Previous Post's. Thank you

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:19:28 GMT

Thank you so so much. My Account Details and Log In Details Are All Exactly the Same for the Normal Sky Website and Disability Sky Website. Hope that Helps you. I have Only One Same Sky Account for both the Normal Sky Website and Sky Disability Website,

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

SDR — Fri, 23 Jul 2021 11:26:24 GMT

@Anonymous as a registered user of the accessibility site I see exactly the same issue.

I have also escalated this.

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Fri, 23 Jul 2021 11:30:22 GMT

That is Good to Know as it now Shows I am not the Only One Who is Facing This Issue and Problem with the Sky Live Chat and Sky Live Messenger not Showing on My Sky Account. Why has Sky Done This to Us?

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Chloe-W22 — Fri, 23 Jul 2021 12:20:16 GMT

Hey @Anonymous,

Thanks for the spot! I've sent this off to our digital teams who are taking a look now🙂

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Chloe-W22 — Fri, 23 Jul 2021 12:31:13 GMT

Hey @Anonymous,

Could you answer a couple of questions for me that would help us out?

- Are you a UK or ROI customer?

- Are you registered with Accessibility? I'm assuming yes but just double checking🙂

- What device and which browser have you tried this on?

- Did you notice anything out of the ordinary happen when you were clicking through the pages ie. you were stuck in a loop or anything such like?

Appreciate it!

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Sun, 25 Jul 2021 12:41:29 GMT

Hello

I'm So So (SORRY) For My Late Reply. I Am A UK Customer in England Yes. I Am Registered In The Sky Disability Website And Normal Sky Website. I Have Tried This On Various Devices Such As Tablets And Phones And Various Browsers Such Samsung Internet And Google and Google Chrome And On Ipads With Safari. It Still Does Not Give Me A Option Of Live Chat Or Live Chat Messenger Not On Either The Normal Sky Website Or The Sky Disability Website. I Have Just Tried It Again This Afternoon And I Have No Option Of Live Chat Or Live Chat Messenger On Either Sky Websites. I See It Before I Sign In Either Sky Website. But When I Sign In To The Sky Websites It Instantly Dissappears. Why Why Why? @Chloe-W22

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Chloe-W22 — Mon, 26 Jul 2021 13:08:43 GMT

Thanks alot @Anonymous!

I've passed on those details, we think we've found the issue so we're working on it to get it fixed.

Sorry for any inconvenience, is there anything we can help you with here in the meantime? 🙂

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Anonymous — Mon, 26 Jul 2021 17:39:27 GMT

Hello @Chloe-W22

THANK YOU so so much for your Reply and Update. Yes please tell me what the Issue and Problem is and what has Caused it. I really would Appreciate that so so much @Chloe-W22

THANK YOU again @Chloe-W22

Re: Where has the Live Chat and Live Message Service gone? PLEASE HELP.

Chloe-W22 — Tue, 27 Jul 2021 15:22:18 GMT

Hi @Anonymous,

The issue looks to be resolved but please let me know if you still see an issue.

If you need our help feel free to pop the Accessibility team a message on there, thanks for your help!