topic Re: Sky Minibox Signal in Sky Q

Sky Minibox Signal

Customer88 — Wed, 01 Nov 2023 20:47:58 GMT

Recently moved into a new property and have been using our main Sky Q box for several weeks with no issues.

Have now set up our minibox but the signal is poor, occasionally juddery or in and out and then sometimes drops completely.

How can this be resolved?

Re: Sky Minibox Signal

Greenfingers001 — Thu, 02 Nov 2023 08:59:36 GMT

Hi there @Customer88 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Minibox Signal

Customer88 — Thu, 02 Nov 2023 18:34:06 GMT

Thanks.

It's a bit disappointing that this can't just be done over the phone rather than calling Sky, being told I have to post on the forum, then waiting 24 hours to receive a PM from an employee on a forum, after which I then need to send a message to your help team. I've now given the help team 10 minutes to respond to my instant message but have heard nothing back and I'm not wasting my evening waiting for a response that isn't going to come.

Best if you just call me on the phone number linked to the account. I'm at home all day tomorrow from 10:00. Look forward to hearing from you tomorrow.

Extremely inefficient customer service when the price is £123 a month from January...

Re: Sky Minibox Signal

Daniel0210 — Thu, 02 Nov 2023 18:38:08 GMT

@Customer88 wrote:

Best if you just call me on the phone number linked to the account. I'm at home all day tomorrow from 10:00. Look forward to hearing from you tomorrow.

@Customer88

Sky won't call you as a result of your post. Have you received a chat invite and if so did you take part in it?

Re: Sky Minibox Signal

Customer88 — Thu, 02 Nov 2023 18:39:17 GMT

Yes, no response.

Re: Sky Minibox Signal

Daniel0210 — Thu, 02 Nov 2023 18:42:36 GMT

@Customer88

The chat invite should still be open. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky Minibox Signal

Customer88 — Thu, 02 Nov 2023 18:44:24 GMT

Thanks.

As I say above, it's a very strange system that I'm sure is cheap to run for Sky but is terrible for customers.

Re: Sky Minibox Signal

Daniel0210 — Thu, 02 Nov 2023 18:45:57 GMT

@Customer88

I've used the chat twice and found it very good and in both cases quick. You need to persevere with it. The alternative is calling Sky.

Re: Sky Minibox Signal

Customer88 — Thu, 02 Nov 2023 18:47:11 GMT

Tried to calling but I was directed to the forum.

Perserverence shouldn't be a prerequisite for talking to a technical engineer! 😀

Re: Sky Minibox Signal

Daniel0210 — Thu, 02 Nov 2023 18:54:56 GMT

@Customer88

If you don't persevere with the Messaging Team chat invite then you will have to call. The chat invite will automatically close otherwise.