My post has been escalated

‎15 Jun 2021 02:14 PM
Retired Staff Member

If a Superuser can’t resolve your issue, they may escalate your post to a Sky expert.

 

 

What happens now?

 

If your post has been escalated, you’ll receive a private message on Sky Community from a Sky expert inviting you to chat.

 

To open the chat on Sky Community, click the multi-coloured chat bubble in the bottom-left corner of your screen.

 

A Sky expert is an official Sky employee, so the information you share with them in the chat is safe and secure.

 

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What happens next?

 

When you chat with a Sky expert, they’ll ask for the same details Sky would normally request over the phone to verify your account.

 

Sky experts might not reply immediately, so feel free to go about your day.

 

The chat will automatically close if you haven't replied in 48 hours.

 

 

How do I know I’m talking to Sky?

 

All official Sky employees have a Sky employee badge or Community team badge next to their display name:

 

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Official Sky employees will never ask you to:

 

  • Send a text message to a mobile number.
  • Send a message to a WhatsApp account.
  • Send an email to an address that doesn’t end in @sky​.uk

If you receive a suspicious or inappropriate private message on Sky Community, don’t respond.

 

Instead, you should tap the Options menu (⋮) and select Report as Inappropriate to alert a moderator.

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