@CaspaG wrote:
@MarkGoldsmith Not enough info with the consumer.
"There is an issue"
well yeah I already know that, how about some time frame or cause of the issue? 🤷
Unfortunately you won't tend to get that much more information out of a company when it comes to a tech outage affecting a complex issue. They will tend to be generic with outage messages and very rarely ( or only once they know the fix is working) will they then provide any sort of ETC.
I've been working in tech for 20 years, and when it comes to an outage its always impossible to accurately give any sort of ETC until you actually know the fix will work and its being rolled out. The issue with complex tech platforms is that it can take ages to identify the cause of the problem, and even once you have the cause you then need to figure out the fix, implement it and test it before it can be rolled out.
Personally where i think Sky let themselves down compared to other mayor tech companies is with the post outage report. A lot of tech companies ( which Sky most certainly are now with their streaming platform), will provide a public report giving a high level description of the issue, the root cause, the fix and what the company are planing on doing to prevent the exact same issue happening again. However Sky's policy is not to publically disclouse any information about issues or outages which i feel only lends to damage consumer confidence in Sky.
I expect outages to happen, thats the nature of technology but i like to have faith that the company has learnt from the issue and will planning on doing everything it can to make sure there is no repeat.
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