Part one of two:
15/05/2025, 15:53 - Customer: Hi
15/05/2025, 15:53 - Sky Ireland: *Virtual Assistant* Hi, I'm Sky's Virtual Assistant here to get you the help you need.
15/05/2025, 15:53 - Sky Ireland: *Virtual Assistant* To save you time and get you the best help quicker, we need to confirm your details. Use this secure link and sign in with your Sky iD: Having trouble? Let me know if you need a hand ¸
15/05/2025, 15:53 - Customer: My mobile number 08965xxxxx isn't working suddenly
15/05/2025, 15:53 - Sky Ireland: *Virtual Assistant* In a short sentence, please let me know what you need help with.
5/05/2025, 15:54 - Sky Ireland: *Virtual Assistant* You've been transferred into the queue for a Broadband expert. It looks to be about a 5 mins wait. Feel free to go about your day and they'll be in touch once they've worked on your query.
15/05/2025, 15:54 - Sky Ireland: Hi there! Thanks for choosing our messaging service, Nishanthi will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on.
15/05/2025, 15:55 - Customer: I have a mobile issue
15/05/2025, 15:55 - Sky Ireland: *Nishanthi* Hi good afternoon, Nisha here. Thank you for contacting Sky Ireland, hope you and your family are doing fine. I'm happy to assist you. To get started, I just need to access your account. Could you please confirm the following details for me? * Your full name * Your complete address, including Eircode * Whether you are the Sky account holder * Your Sky account number or viewing card number
15/05/2025, 15:55 - Customer: First, can you help with my SIM not working suddenly
15/05/2025, 15:56 - Customer: Hello
15/05/2025, 15:57 - Sky Ireland: *Nishanthi* Can you confirm the following information for me please? * Your full name. * Your address with Eircode. * Your email address * Your contact number.
15/05/2025, 15:59 - Customer: This is the worst. My SIM has stopped working suddenly. Your system to get simple help has taken an hour so far, without my being able to speak with an actual person. Are you an actual person? Do you deal with mobile SIM cards, before I spend more time here.
15/05/2025, 16:01 - Sky Ireland: *Nishanthi* I do but before that please confirm the following information for me please? * Your full name. * Your address with Eircode. * Your email address * Your contact number. 15/05/2025, 16:01 - Customer: Customer
15/05/2025, 16:02 - Customer: "my email"
15/05/2025, 16:02 - Customer: My number that doesn't work "my sky mobile"
15/05/2025, 16:02 - Customer: An alternative number that does work "my mobile"
15/05/2025, 16:03 - Sky Ireland: *Nishanthi*
15/05/2025, 16:05 - This business is now using a secure service from Meta to manage this chat. Tap to learn more.
15/05/2025, 16:05 - Customer: DONE
15/05/2025, 16:05 - Customer: although I just updated my bank a couple of days ago so I gave you the previous one
15/05/2025, 16:07 - Customer: My customer number "my sky customer no"
15/05/2025, 16:07 - Customer: If that helps
15/05/2025, 16:07 - Sky Ireland: *Nishanthi* We're sorry, but because the answers you gave to your security questions don't match what we have on your account, I can't go any further with this chat today. We take the security of our customer's details with great care and make sure your personal information is safe. Don't worry, give us a quick call on "sky customer no" or "sky customer no" and we'll reset your security questions. It means you can message us again in future. You might be placed on hold for a while and asked to continue with chat by a bot. Please stay connected and wait on the line so that a Sky agent can be connected to you.
15/05/2025, 16:07 - Customer: Hang on. Send it again. I told you I've just changed bank
15/05/2025, 16:08 - Customer: I'm currently on holiday in Spain, without my phone working, so could do with your help please
15/05/2025, 16:09 - Sky Ireland: *Nishanthi* Sorry, those characters don't match what we have. I'll send you another link to try again. Please click on the following link to answer a quick security question Remember, the password might not be the same as the one you use to log in to Sky.com. The link expires after an hour, but we can send another if that happens. Once you've done that, reply to this message with ‘DONE'
15/05/2025, 16:10 - Customer: DONE
15/05/2025, 16:10 - Sky Ireland: *Nishanthi* Thank you for confirming. I'd like to make sure you're through to the right team, can you please advise what issue or query you have and provide as much detail about it as possible?
15/05/2025, 16:11 - Customer: My SIM has suddenly stopped working. I've tried it in another phone also 15/05/2025, 16:12 - Sky Ireland: *Nishanthi* Can you please remove the sim and restart the phone twice and check.
15/05/2025, 16:12 - Customer: Yes, I've done that
15/05/2025, 16:13 - Customer: The APN is showing as tele2
15/05/2025, 16:13 - Customer: And I can't manually change it to mobile.sky
15/05/2025, 16:14 - Sky Ireland: *Nishanthi* Can you please confirm the device which you have? 15/05/2025, 16:14 - Customer: It's a Cat S75
15/05/2025, 16:14 - Customer: It's on now.. But not connecting
15/05/2025, 16:16 - Sky Ireland: *Nishanthi* Change the APN settings from mobile.sky to 4g.tele2.se 15/05/2025, 16:17 - Customer: Done
15/05/2025, 16:18 - Customer: Still not connecting. I also put it in flight mode for a moment
15/05/2025, 16:20 - Customer: If I try to manually choose a network it finds Orange, Vodafone and Movistar but all forbidden
15/05/2025, 16:22 - Customer: They're was a storm a couple of nights ago, when it stopped working. Can you tell if the network is down here. I'm currently in AINSA, Spain
15/05/2025, 16:25 - Sky Ireland: *Nishanthi* Thank you for confirming, please allow me a sometime. 15/05/2025, 16:25 - Customer: Thank you
15/05/2025, 17:02 - This business is now using a secure service from Meta to manage this chat. Tap to learn more.
15/05/2025, 17:06 - Customer: How are we doing Nishanthi?
15/05/2025, 17:11 - Customer: Are you still with me?
15/05/2025, 17:20 - Sky Ireland: *Nishanthi* I'm sorry for the late response, can you please let me know if you are able to make calls?
15/05/2025, 17:21 - Customer: It says mobile network not available
15/05/2025, 17:22 - Customer: I have a question, when I manually search for a network and it brings up Orange movistar and Vodafone all of them say forbidden. is that correct?
15/05/2025, 17:24 - Sky Ireland: *Nishanthi* To reset the network settings on your Cat S75, follow these steps: 1. Open the Settings app on your device. 2. Scroll down and tap on System. 3. Select Advanced, then tap on Reset options. 4. Choose Reset Wi-Fi, mobile & Bluetooth. 5. Tap Reset settings, then confirm by tapping Reset settings again. This process will clear all saved Wi-Fi networks, paired Bluetooth devices, and mobile data settings. You will need to reconnect to Wi-Fi networks, re-pair Bluetooth devices, and reconfigure mobile data settings after the reset.
15/05/2025, 17:26 - Customer: Done
15/05/2025, 17:27 - Customer: I've switched roaming back on but still no service
15/05/2025, 17:29 - Customer: Do you know which network I should be connecting to here in Spain? 15/05/2025, 17:29 - Customer: Because they all say forbidden
15/05/2025, 17:30 - Customer: <Media omitted>
15/05/2025, 17:30 - Sky Ireland: Sorry! Unfortunately files cannot be shared with the brand.
15/05/2025, 17:30 - Customer: Ok
15/05/2025, 17:32 - Sky Ireland: *Nishanthi* Please follow the below mentioned steps: Internet APN Settings: Name: Sky Mobile Internet APN: 4g.tele2.se Username: None Password: None MCC: 272 MNC: 25 APN Type: Default
15/05/2025, 17:39 - Customer: For some reason it no longer gives me access to change those settings or to add a new APN
15/05/2025, 17:43 - Sky Ireland: *Nishanthi* Thank you for confirming, please do not add a new APN, please edit it in the old APN itself.
15/05/2025, 17:45 - Customer: Ok
15/05/2025, 17:46 - Customer: No service
15/05/2025, 17:50 - Sky Ireland: *Nishanthi* Please upload the screenshot of the edited APN settings by clicking onto this link https://www.sky.com/myphoto Could you please provide me with the reference number you receive after posting the photos? Thank you! You need to upload the picture using the provided link and then send me the reference number you receive after uploading. That way, I'll be able to view the photo.
15/05/2025, 17:53 - Customer: It won't let me access it again it says access point settings are not available for this user 15/05/2025, 17:53 - Customer: So if I click to reset to default I get the Teletubbies services but the settings are slightly different the APN is internet dot telly2.se and the MCC is 240 and the MNC is 07 15/05/2025, 17:54 - Customer: It won't let me edit them
15/05/2025, 17:57 - This business is now using a secure service from Meta to manage this chat. Tap to learn more.
15/05/2025, 17:57 - Customer: If I tried to change the MCC and MNC it won't save
15/05/2025, 17:58 - Customer: Oh and not in the picture the APN protocol is ipv4
15/05/2025, 18:00 - Sky Ireland: *Nishanthi* Thank you confirming, please restart the device 2 times now and try it once again to edit.
15/05/2025, 18:01 - Customer: Ok
15/05/2025, 18:01 - Customer: Should I try developer mode?
15/05/2025, 18:03 - Customer: It says access point name settings are not available for this user 15/05/2025, 18:04 - Sky Ireland: *Nishanthi* Please try in other device and let me know if it is working? 15/05/2025, 18:08 - Customer: Ok. Can I come back to this chat tomorrow because I have to move from where I'm parked?
15/05/2025, 18:09 - Customer: I also see that people have reported the same issue on forums regarding sky mobile roaming in Spain being a problem.
15/05/2025, 18:09 - Customer: Although it did work perfectly until a couple of days ago
15/05/2025, 18:09 - Customer: I can't help wondering if it's the Spanish network that is preventing roaming at the minute
15/05/2025, 18:10 - Customer: Thank you so much for trying for me and hopefully it will get started tomorrow
15/05/2025, 18:19 - Sky Ireland: *Nishanthi* Thank you, you can get back to us anytime. Please feel free. Additionally can I go ahead and close this chat?
15/05/2025, 18:20 - Customer: Can I re open it tomorrow?
15/05/2025, 18:21 - Sky Ireland: *Nishanthi* You can surely come back tomorrow, myself or my college will takeover the chat.
15/05/2025, 18:22 - Customer: Thank you
16/05/2025, 13:33 - Customer: To update you, my issue is still not resolved. I tried to use the settings you gave me in another phone and again they were rejected by the phone.
16/05/2025, 13:33 - Sky Ireland: *Virtual Assistant* Thanks for getting back to us. I've put you in the queue for an expert to pick up where you left off.
16/05/2025, 13:34 - Customer: The problem still appears to be that all the networks in Spain are locked to Sky mobile
16/05/2025, 13:51 - Sky Ireland: Hi there! Thanks for choosing our messaging service, Valli will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on. 16/05/2025, 13:52 - Sky Ireland: *Valli* Hi, your through to Valli here at Sky. I can see from your interaction with our Virtual Assistant that you're looking to Sky mobile. Before we go any further, I need to ask some security questions to access your account. Can you please confirm: * Account number/Viewing card No. * Full name & address including Eircode. * Are you the named account holder. * Email & mobile number linked on the account.
16/05/2025, 13:58 - Sky Ireland: *Valli* Please allow me few minutes I will access your account and get back to you.
16/05/2025, 13:58 - Customer: Are you able to read through all my previous messages yesterday to see what the issue is?
16/05/2025, 13:58 - Customer: Ok
16/05/2025, 14:00 - Customer: It appears that the problem is with Sky mobiles roaming agreement in Spain as all the networks are closed to me
16/05/2025, 14:00 - Customer: I have also seen on your forums that I am not alone with this problem 16/05/2025, 14:07 - Sky Ireland: *Valli*
16/05/2025, 14:08 - Customer: DONE
16/05/2025, 14:18 - Sky Ireland: *Valli* Excellent! Thank you for the confirmation. Your account has been successfully verified. Let me go through your account and do the needful for you. I do see your query regards to Sky Sim is not working am I right?
16/05/2025, 14:19 - Customer: It's not working in France because all the networks are saying forbidden 16/05/2025, 14:19 - Sky Ireland: *Valli* When you are in roaming, the device behaviour should be, that the device will look for an available network in that country that we have a direct relationship with. However, we know there are some scenarios where this is not happening automatically. You will need to change manually. The APN settings on your device needs to be updated. Under the “Mobile Data†section, they should change APN to 4g.tele2.se The Username and Password should be left blank. This should enable their data when you are roaming. When you return home, they will then need to go back to their APN settings and change back to Mobile.sky
16/05/2025, 14:21 - Customer: I did that yesterday. Still 'forbidden'
16/05/2025, 14:28 - Sky Ireland: *Valli* Can you please confirm if your able to make or receive calls? 16/05/2025, 14:28 - Customer: No
16/05/2025, 14:31 - Sky Ireland: *Valli* I have tried resetting the network settings. Has this fixed the issue? 16/05/2025, 14:33 - Customer: Sorry, no
16/05/2025, 14:33 - Customer: It worked perfectly in Spain until about two days ago
16/05/2025, 14:34 - Customer: The phone can search and find Vodafone orange and movistar networks but they are all forbidden
16/05/2025, 14:46 - Sky Ireland: *Valli* Can you please confirm which device are you using?
16/05/2025, 15:02 - Customer: We did ask that yesterday
16/05/2025, 15:05 - Sky Ireland: *Valli* I request you to re-confirm the above information?
16/05/2025, 15:06 - Customer: Cat S75 16/05/2025, 15:07 - Customer: And we tried a different phone 16/05/2025, 15:08 - Customer: It was working in Spain. Nothing changed. It just stopped working. It's definitely not the phone (either of them)
16/05/2025, 15:10 - Customer: So by a process of elimination it can only be a network problem
16/05/2025, 15:14 - Sky Ireland: *Valli* Can you please confirm is it only on your Sky SIM or other Sky SIMs as well?
16/05/2025, 16:27 - Customer: I only have one sky SIM. The phone works with other network sims 16/05/2025, 16:27 - Sky Ireland: *Holder Bot* Due to inactivity, your agent is no longer available. You'll be returned to the queue and a new agent will continue your conversation where you left off.
16/05/2025, 16:27 - Sky Ireland: Hi there! Thanks for choosing our messaging service, Syed will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on.
16/05/2025, 16:28 - Sky Ireland: *Syed* Hi Nigel, your through to Syed here at Sky Ireland. I can see from your interaction with our Virtual Assistant that you're looking for Sky SIM query. Before we go any further, I need to ask some security questions to access your account. Can you please confirm: Full name. Are you the named account holder?
16/05/2025, 19:58 - Customer: Hi
16/05/2025, 19:59 - Customer: Hello
16/05/2025, 19:59 - Sky Ireland: *Virtual Assistant* Thanks for getting back to us. I've put you in the queue for an expert to pick up where you left off. 16/05/2025, 20:04 - Sky Ireland: *Sky's Virtual Assistant* Sorry we didn't manage to get you through to an expert today. We're closed now, but don't worry, I'll get back in touch with you when we're back open at 08:30.
