Do sky have any support staff?

[Hollab]

Do sky have any support staff, or do there reliy on the experts in the community?

Does anyone know how I can speak to a sky support person who is not following a script?

[Daniel0210]

@Hollab 

What issue do you have? We can perhaps save you a call (and Sky have lots of agents but try to get us to help initially). 

[PandJ2020]

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@Hollab wrote:

Do sky have any support staff

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Yes.

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Does anyone know how I can speak to a sky support person who is not following a script?

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...but like all large firms getting past the frontline staff can be challenging.

As above, give us a clue what the issue is - it community may be able to solve it quicker or give useful pointers.

[Hollab]

When trying to download content I get a 'Failed, location check failed' error, however the IP geo-location services all report my IP as being in the UK. Sky downloads appear to be the only service affected. Even Sky Go works.

[PandJ2020]

Who is your ISP?  I think this is one the escalation team can assist with.

[Chodley]

Some other people have had this issue. The team here have been able to help get the Geo IP lookup database updated.

[Hollab]

My ISP is YouFibre the address range is 149.40.0.0/21 and has been updated with ARIN since October 2023, but I suspect Sky have an older record for the IP range showing it to be in the US.

[Hollab]

I assume from the lack of updates thet there are no Sky support staff on this forum.

If anyone know the best way to contact sky support without them sending me another new Sky Q box to try and tfix the issue then let me know.

[Daniel0210]

@Hollab 

Normally we would escalate your issue to Sky and the Messaging Team could help you but there is currently a limited service with that so either call Sky or post back in this thread at the weekend when we can hopefully escalate it.

If you definitely need to contact Sky then if you already have a Sky Mobile or a Sky Talk landline call free by dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you back to the forum. Stay on the line as long as possible.

Note: We were informed recently the lines were busier than usual so try to pick a quieter time.