No satellite signal in Ireland - How do I reach a HUMAN? How can I call? Can't use "bookengineer"

[Rorywan]

I live in a 169 unit apartment complex in Dublin. Sky TV went offline for us on Wednesday appx 2pm. Before that there were occasional problems with certain channels.

It is >48 hours later and still the same issue.

I have done EVERY single silly process to test & confirm the problem.

I used the crappy "chat bot" and got utterly laughable responses. It didn't even offer me a single phone number to contact you. It was worse than useless.

Your own Sky Q "Not satellite error message" interface directs me to:

sky.ie/bookengineer to "sign in, so we can help you fix this"

BUT THAT WEB SITE DOESN'T EVEN EXIST OR FUNCTION FOR IRELAND!!!!!!!!!!!!!

How can a massive apartment complex have its shared satellite dish down for >48 hours with no acknowledgment?

Why doesn't your own link to order an engineer function (apparently for 100% of ROI) ???

And why is it that it's impossible to find a phone number to reach a HUMAN to get this fixed?

This is utterly embarrassing and disprespectful service. Clearly Sky's only interested in signing people up for service, not for providing the service. Otherwise your phone number wouldn't be so hidden.

[Daniel0210]

@Rorywan 

As you're on a communal satellite system you have to contact your landlord or building management company not Sky directly. 

[Rorywan]

@Daniel0210 

Thanks for your response,

If that's really the case, then why does Sky's own interface (AFTER I INDICATE THIS IS A COMMUNAL DISH) offer me a nifty link which I should use to order a Sky Engineer?

... And of course, said link does not work becaues Sky has an incompetent website (for ROI). I've seen numerous pages not function properly for ROI. And this is a very fundamental service/link. THAT is Sky's problem...

And I have contacted our building management (who of course is not in the business of being a satellite dish technician) and they said other residents have the same problem. What exactly are *they* supposed to do??? It's a Sky dish...The site manager basically said to call Sky and ask to cancel the service so Sky maybe takes this seriously.

Sky should have the contractors or employees to fix this (once given access -- which is very easy to do). My problem is I can't even find a damn way to reach those people since it's hidden behind broken web pages.

[Chodley]

I can understand your frustration. As above, think you have to contact the building facilities people to get that addressed.

"How can a massive apartment complex have its shared satellite dish down for >48 hours with no acknowledgment?"

How would Sky even know? The dish is receive-only. There's no effect on the satellite itself or Sky's uplink.

[Daniel0210]

@Rorywan 

The Management Company should have details on who to contact for the communal dish. They appear to be passing the buck there. Why they think up to potentially 169 residents will each contact Sky to get a fix is laughable. 

[Daniel0210]

@Rorywan 

I'm not aware of any differing advice for ROI customers with communal set ups. 

[nigea99]

---

@Rorywan wrote:

@Daniel0210 

Thanks for your response,

If that's really the case, then why does Sky's own interface (AFTER I INDICATE THIS IS A COMMUNAL DISH) offer me a nifty link which I should use to order a Sky Engineer?

... And of course, said link does not work becaues Sky has an incompetent website (for ROI). I've seen numerous pages not function properly for ROI. And this is a very fundamental service/link. THAT is Sky's problem...

And I have contacted our building management (who of course is not in the business of being a satellite dish technician) and they said other residents have the same problem. What exactly are *they* supposed to do??? It's a Sky dish...The site manager basically said to call Sky and ask to cancel the service so Sky maybe takes this seriously.

Sky should have the contractors or employees to fix this (once given access -- which is very easy to do). My problem is I can't even find a damn way to reach those people since it's hidden behind broken web pages.

---

hi @Rorywan 

Sorry that you are finding SKY's website links etc not suitable for you in Ireland & with a communal system  

Unfortunately the set up is different for Communal Systems and the distribution systems (which usually distribute other services & not just Satellite TV) are owned by & are the responsibility of the Building management - they usually have contracts with specialised  distribtion systems engineers, 

SKY engineers are only allowed to do  limited work on such systems (such as fit 'adapters' to allow legacy  systems to be used with SKY Q) with full permission from the Building management company 

SKY Engineer's will attend for certain problems but not generally for Signal problems on Communal systems as all they can do with these is to test & then feedback that there are problems with the system.

[nigea99]

BTW @Rorywan 

If you really want to try calling SKY then:

go this page & scroll to the bottom and make sure the flag is set appropriately for you in Ireland & then  expand the link need more help  which should give a number

https://www.sky.com/help/home

[Rorywan]

Thank you @nigea99 ,

But I have seen several posting offering that exact same advice.

And I had already found that page before posting to this forum.

And I can assure you that regardless of the flag I have selected (ROI), I do not see an Irish phone number. The only number I ever see is:

0333 (with some other numbers like 7592 and others like 263)

It's like they scrubbed the Ireland phone number entirely.

And managed to break their own engineer request form.

It makes no sense at all. Just crap quality.

I suppose the solution is to go find some signup for service page since these crooks always wanna be contacted by new customers, never by existing.

[Rorywan]

Ok, update.

It's still a garbage website, but I realized *IF* I toggle the flag TO UK. AND THEN BACK TO ROI.... then they show a different phone number. So don't already have the site set to ROI mode, because their own site doesn't check that status variable...

It's code quality you'd expect from kids (like me) who learned HTML in 1996 from the lone W3C tutorial. Not what you'd expect from a multi-billion dollar corporation.

Now I'll prepare to waste >30 mins with these bozos.

[nigea99]

---

@Rorywan wrote:

Ok, update.

It's still a garbage website, but I realized *IF* I toggle the flag TO UK. AND THEN BACK TO ROI.... then they show a different phone number. So don't already have the site set to ROI mode, because their own site doesn't check that status variable...

It's code quality you'd expect from kids (like me) who learned HTML in 1996 from the lone W3C tutorial. Not what you'd expect from a multi-billion dollar corporation.

Now I'll prepare to waste >30 mins with these bozos.

---

Glad you found a way to get the number - I didn't think to toggle the flag to UK & back to Ireland

[Chodley]

No one would 😆

[Godfrey · Accepted solution]

@Rorywan 

As you have already confirmed, several residents have lost the ability to receive satellite transponder signals from your Landlord's communal Integrated Reception System installation, you would be wasting your time if you persist in claiming that this system, which will distribute VHF and Digital Radio, Terrestrial Television, and Satellite Transponder signals to residents in your communal block, is the responsibility of Sky to maintain.

The communal Integrated Reception System installation will be owned by the landlord of your communal block, and it will therefore be their responsibility to arrange for a suitably qualified specialist maintenance engineer to attend in order to analyse exactly what has caused this problem, and then arrange for its repair.

Even if Sky have been allowed to install their Unitron dCSS 422 Sky Q Plug-In adaptors in order to upgrade an aging legacy communal IRS installation in order for it to be compatible with Sky Q receivers, Sky engineers will not be allowed to work on any other part of the whole communal IRS installation.

As others have already advised, your communal landlord's agent will be responsible for arranging the analysis and subsequent repair of your communal IRS system, whether they like it, or not.

Godfrey.

[Rorywan]

Thanks @Godfrey and everyone,

As you might guess, I had a thoroughly unproductive call with Sky that consumed the best part of 45 minutes waiting / talking etc. They could schedule a visit at earliest September 25 (+10 days) but only for myself... and of course it would be no help for the dish I am told is somewhere on the roof of the complex.

I still don't get why Sky is such a pain & not only link out to non-functional pages but also act like they *can* do something in the ROI:

"If you're in the ROI, go to the last step on this page and contact us."

I'll continue to deal with this issue via our property manager. God knows how long that will take... It sucks paying for a service & not actually using it.

Thanks everyone for your excellent input. Much appreciated.

[PixelPint]

I'm having the same issue, in an apartment in Dublin with no signal since 15th Sept - Sky customer service team are saying it's the property management co’s problem, but property management claims Sky installed the dish and they have nothing to do with it. Management company also says that Sky had different rules for ROI v UK on communal dishes. I do actually remember Sky themselves making a big song and dance about installing the dish a few years back and they got us to sign up then, so I’m pretty sure it’s Sky’s dish up there. Maybe they are trying to backtrack on taking care of the communal dishes? There is no info on their website, other than as you pointed out to contact them directly. Either way, if this doesn’t get resolved soon we’ll just have to cancel our TV sub with Sky.