Sky stopped working whilst in Canada

[Daniel0210]

@ElleShelle 

Sky won't say it'll be fixed by a certain time/date in case the predicted time changes. When there is a significant update I'm sure one of the CMs will update this thread.

[Wobs1]

If you have nothing useful to say then please stop defending the indefensible and effectively trolling people's posts. 

As you apparently don't work for Sky I fail to understand why you are interacting with this thread

[Daniel0210]

@Wobs1 

Because it addresses one of the points made. You're right, I definitely don't work for Sky but as long as the posts comply with the forum rules I can post on any thread with relevant info. 

[Jakewk93]

@Samraj - please see requested information below. Please can you provide us all with a further update (once you have one) and how those impacted are being reimbursed for impacted outtage?

What date and time did the issue first start? 3rd May

Where in Canada are you experiencing this issue? Vancouver, British Columbia (Yaletown)

What exactly is the problem you’re experiencing? Unable to make Calls, Texts or use Data via Sky UK sim.

Have you followed any troubleshooting guides on Sky Help? Yes all troubleshooting guides + additional actions on forum and all have been unsuccessful. 

@Daniel0210 In reference to your previous comment on the 6th June ("I don't know if it still applies but being out of the UK for an extended period affected useage as the phone needed a periodic hook up in the UK. If that's still the case the issue some customers are having in Canada may not be connected.") I have been in Seattle, Washington (US) for the last few days and my Sky UK sim has been working perfectly i.e. Calls, Texts, Data able to be used, therefore being out of the UK for an extended period does not impact the usage or requirement of a peirodic hook up in the UK. This tells me the isssue falls within Canada only.

[Carol167]

Arrived in Canada June 17th.  Connected through roaming on my sky contract worked for 1/2 hour now nothing just SOS emergency calls only.  Tried every conceivable troubleshooting option no lickHave contacted apple support and there is nothing wrong with my phone they suggest it's a sky issue... any ideas??

[63johnw]

Hi @Carol167  unfortunately you are not alone. Sky are trying to find the cause. 

https://helpforum.sky.com/t5/Sky-Mobile/Sky-stopped-working-whilst-in-Canada/m-p/4998989#M250713

[Carol167]

No using skys troubleshooting is of no help what so ever... it seems somewhat outdated as it isn't relevant to my phone .. even though I had to select which phone I was having problems with

[SpaceSparkie]

Hi @Chris1835 , @Jakewk93 , @Dougie1 , @Rupa421 , @Clairepennington , @Wobs1 ,  @Sallyfos , @Zaria , @ElleShelle @Carol167 

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. Please be aware conversations automatically close if there is no response within 48 hours.

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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to the users noted above.

[Wobs1]

Well that was a complete waste of time 

[Sallyfos]

Not had an invite! Thank goodness for lucky mobile in Canada for sorting an eSIM and giving her signal when she needed it! However very out of pocket! 

[Jakewk93]

@Addie15 I have responded to the private message box, requesting an update as to what is being done to resolve the issue and how you intend to compensate those impacted for the months missed without signal. Thank you!

[63johnw]

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@Jakewk93 wrote:

@Addie15 I have responded to the private message box, requesting an update as to what is being done to resolve the issue and how you intend to compensate those impacted for the months missed without signal. Thank you!

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As it's in sky terms and conditions that they can't guarantee a signal when you are abroad I doubt if any compensation would be offered. 

[Wobs1]

And the days go by and Sky continue to do nothing hoping that it will all be forgotten when people return home

[Clairepennington]

I have got back from Canada and our phones still don't work. I have contacted sky on Saturday and again today to try to sort this. They have got to send out 2 new Sim cards. This is very poor service.  By the time the new sims arrive it will be over 2 weeks without a phone. Not good enough