Wasted visit which could have been solved by the help centre

[Naughty66]

I had a problem with my SkyQ box which I couldn't work out how to fix myself. A Sky engineer was booked. When he arrived it took seconds to fix. I felt so embarrassed. Why can't the help centre staff give that advice to the customer on the phone. Instead of paying and wasting the time and money on sending an engineer out. The money sky must waste sending engineers out on easy to fix enquiries. 

[Chodley]

Because sometimes people don't describe their problems very clearly.

You might as well ask why people don't all know how to solve simple problems. The world and humans just aren't that straightforward 🙂

Did you ask about it on here first because the phone line does try to direct people here to self-serve among the customer community to avoid not just costly engineer visits but frankly the time and cost of support centre staff.

[Naughty66]

Firstly, I am quite a tech savvy person. Who can normally fix problems easily. However, this problem was a new one to me. It did try all the tricks I've previously learnt, but to no avail. I did describe the problem to the person on the phone. Surely I'm not the first person that this has happened to. You don't know me so don't judge a person without getting the facts first. Thank you 

[PandJ2020]

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@Naughty66 wrote:

You don't know me so don't judge a person without getting the facts first. Thank you 

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How about some facts about what the issue was?

[Chodley]

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@Naughty66 wrote:

Firstly, I am quite a tech savvy person. Who can normally fix problems easily. However, this problem was a new one to me. It did try all the tricks I've previously learnt, but to no avail. I did describe the problem to the person on the phone. Surely I'm not the first person that this has happened to. You don't know me so don't judge a person without getting the facts first. Thank you 

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No you're not the first (generically, obviously I have no idea what the problem actually was) - that was my entire point.

[Naughty66 · Accepted solution]

Ok, I value your opinion, thank you,  however, when people type messages, they can come out wrongly and the message can be misinterpreted. 

The facts :- I was having problems with downloading Netflix, Discovery and other streaming services. I went through all the practices I have learnt in the past, but to no avail. I have no idea what I did but then I got to a screen that said Accessabilty to Sky Q with this looping message being said and awful music. I couldn't skip it or do anything. 
I turned the box off, took my card out, tried everything. But, everytime I switched the box on, this dam message kept looping. 
I thought that the main hard drive had broken in the box. When I got through to the help line, they again advised me all the tricks that I had previously used to try and get Sky back. Hence, the engineer was booked 

The engineer arrived, a great guy, and without nanoseconds got Sky working again. He said he had just previously been to a similar problem before me. Apparently, if you press buttons 4 and 6 on your Sky remote it turns on/off Bluetooth. For the remote to connect to the box. I had somehow turned the Bluetooth off, so the remote wouldn't work. I felt awful for wasting this guys time. Hence the message on here about wasting the engineers time. The people on the sky help chat could have told me this on the phone, if this is a recurring problem with customers. Why hasn't someone told the chat agents. 

In hope you are now satisfied with my explanation and sorry for going in tough after your reply. Have a great day 

[PandJ2020]

This is where the community can add value - it's a common issue that has the resolution here...

Of course, the call handler should probably have known as well - which would have avoided the need for an engineer visit as noted in the OP...

[Chodley]

Yeah the call centre really should have been

able to spot a non-paired remote.

[nigea99]

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@PandJ2020 wrote:

This is where the community can add value - it's a common issue that has the resolution here...

Of course, the call handler should probably have known as well - which would have avoided the need for an engineer visit as noted in the OP...

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TBH There should be no excuse for the adviser not to know this

[nigea99]

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@Naughty66 wrote:

Ok, I value your opinion, thank you,  however, when people type messages, they can come out wrongly and the message can be misinterpreted. 

The facts :- I was having problems with downloading Netflix, Discovery and other streaming services. I went through all the practices I have learnt in the past, but to no avail. I have no idea what I did but then I got to a screen that said Accessabilty to Sky Q with this looping message being said and awful music. I couldn't skip it or do anything. 
I turned the box off, took my card out, tried everything. But, everytime I switched the box on, this dam message kept looping. 
I thought that the main hard drive had broken in the box. When I got through to the help line, they again advised me all the tricks that I had previously used to try and get Sky back. Hence, the engineer was booked 

The engineer arrived, a great guy, and without nanoseconds got Sky working again. He said he had just previously been to a similar problem before me. Apparently, if you press buttons 4 and 6 on your Sky remote it turns on/off Bluetooth. For the remote to connect to the box. I had somehow turned the Bluetooth off, so the remote wouldn't work. I felt awful for wasting this guys time. Hence the message on here about wasting the engineers time. The people on the sky help chat could have told me this on the phone, if this is a recurring problem with customers. Why hasn't someone told the chat agents. 

In hope you are now satisfied with my explanation and sorry for going in tough after your reply. Have a great day 

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@Naughty66 

Thank you for giving the full detail here. 

You are right that the adviser should have known this and that engineer need not have attended. 

As @PandJ2020 says, this message is one that we can assist people with but often customers do not come here first.

By posting here we are able to highlight this, so that hoipefully, it does not happen to others

EDIT : BTW the problem is not that you would have switched the bluetooth off, it is actually the message needs to be dismissed by the remote being set to Infrared (not bluetooth) & then the remote set back after the message is dismissed

[Naughty66]

Thank you to everyone who has contributed their advice and opinions. It is much appreciated. Sorry again for not explaining myself and the situation I got myself into at first. I have learnt a lot from you guys. Thank you so much again. Any future problems i now know where to come. Have a great day, one and all. 😁