Just spent a little while waiting to be connected to someone, but boy oh boy was it worth it !! Top marks to Lav, my call was handled expertly, he is a real credit to customer service and focus, an exemplar for what is best practice.
My "problem" is not a run of the mill one and it was so refreshing not to be treated as an idiot. Lav understood where I was coming from and listened to what I had tried and ruled out as causes and possible solutions and escalated the issue as appropriate. This issue has been going on for a while ..............
It is an unusual problem in that the ios apps for Skygo refuse to connect via my static virgin ip business broadand addresses, however my desktops can view without issue from the same ip range. Add to that issue that if I connect via a vpn provider from home, the ios apps work, but my own vpn back to my home ip address range when out and about refuses to work, but a connection at the same remote site over wifi and virginmedia works without a problem go figure - not a virginmedia issue or virginbusiness issue as both allow connection, just the business ip addresses appear blocked under the ios app in wifi where as virginmedia are not.
Lav was brilliant in his patience and with all the departments he had to connect to in order to try and resolve the issue. I was fully informed at all times as to what he was trying to do and his progress after short periods of being on hold.
In addition he took on board another query I had about getting another HD TV viewing card as I can't use Sky Q in my premises due to the way my rooms are wired and I have two perfectly servicable sky boxes that are lying around. Two Sky HD cards could mean me moving entirely to Sky and saying goodbye to Virginmedia for my TV supply around the house - again Lav got that and tried his best to make it happen, only to be thwarted by a system that said I needed to pay £269 for each extra Skyhd box that I don't need - I only need the cards !!
So although he was not able to resolve my issues tonight I actually feel like I had excellent customer service and that the issues will now go forward - hopefully for resolution, but at the very least they are going forward and I have every confidence that Lav will keep me informed of progress - be that good or bad. The rest is now down to Sky corporate to come good and show they can deliver technical and pragmatic solutions.
Because of the service and attention by Lav to the issues I had no reservations in renewing my contract with Sky - so Sky please don't let me down.
Steve
