My Sky remote's voice control does not work.

[NoviceJohn]

Hi,

  I purchased a Sky package in Jan. with broadband. It works thru' a streaming puck, which in theory, can be controlled by my voice.

In the 1st week it worked perfectly and the closed  down telling me to use buttoons 1 and 3, 7 and 9.

I wrote to the Forum about this and received several helpful answers, but no suggestions worked. So I gave up, as i was not too well.

Now I'm better, I realise that the remote is faulty and it makes the job of switching channels and editting the PG very  complicaated.

You see I'm 82 and have a severe Essential Tremor (like Parkinnsons, only confined to the control of my hands, which is difficult to control, as the Government and themanufacctures cannot agree on the price of the correct pills for my condition. i.e. no pills in the wwhole country, not even privately.)  The result of thiis is that I double tap on the keys of a keyboardd and now can only drream of using a tablet. (It took 10 mins to type the first para of this letter, because of having to stop and correct the wording.)

Please can anyone tell me who to write to, in order to get my remote replaced.         John

[mikealanr]

Hi @NoviceJohn 

The information here will tell you how to troubleshoot your remote and how to obtain a replacement: https://www.sky.com/help/articles/remote-control-help-sky-glass

You can use a mobile phone or tablet remote control app for iOS or Android. See: https://www.sky.com/help/articles/sky-remote-app

Not sure if any assistive technologies in these devices could support you but something to investigate. The other thing is sky have an accessibility team it might be worth engaging them: https://www.sky.com/help/accessibility-information

MikeAlanR

[NoviceJohn]

Hi Mike,

I've tried all your ssuggestions and none worked,

Why?

           Well it's all down to Sky. Its system cannot cope with anything out off the norm.

I'll try again tomorrow, when I've calmned down. Never had such bad after sales service. I'll be going back to TalkTalk when my ccontract's up. Sky just refuses to allow me even to write a simple email to explain the problem and trying to return a faulty product or seek help over non accessibility, it would be eassier for me to join America's moon mission!

Anyway thanks for yyour help.

                                                              John

[Mark39 · Accepted solution]

@NoviceJohn if you work through the first link in @mikealanr's post, then tap on 'still need help', then 'prefer to get in touch', you'll be taken to an online form you can complete to request a replacement remote.

[NoviceJohn]

Hi Mark,

              Very many thanks for the instructions. I followed them, as I had done before. This time , they worked.

Analising yesterday's problems, I believe that I have found why Sky's procedure that you suggested, did not work. So to help others I'll outline it below.

My monthly payment, by direct debit, was due yesterday. Sky aallowed no time for proccesssing my payment. Sky cut me off at 00.00 hrs on the day of payment. My credit card's staff weere rrightly asleep at that time. However when they had been at work for long enough to conssume 6 cups of coffee and 5 chocolate brownies, they hit the "send money" button during the afternoon. (This was after I had been trying to order a replacement remote.)  So allowing for the Sky "police" to amend my records, I triedd your suggestion and was told that I would be messaged. Perhaps I should be realistic and accept that Sky allows itself several days to carry out this courtesy task. . So far this morning, the Sky "police" have been so busy cutting off customers' accounts for non payment of their subsciptions by 00.00hrs, that they have not had time to send my message. Hey ho.

Anyway, thanks for trying to help me,

                                                                              John

[Mark39]

Hi @NoviceJohn, to prevent a similar situation in the future., you would be best to set up either a monthly direct debit or an automated monthly card payment (actually, the terms and conditions you agreed to require you to do that). You can choose a payment date which suits you best.

That way both you and Sky will know that a payment is scheduled and your services won't be interrupted. In fact, pay by direct debit and if the first payment attempt fails, Sky will automatically try again 10 days later, without disrupting your service in the meantime.