Pucks have arrived before recorded as dispatched!

[Garr1eL]

I asked earlier today @BenJoBanjo and have been roundly ignored, even the super user repeated the party line from Sky which I get but that was no update it was merely an acknowledgment of an issue, monitoring a thread is not proactively trying to resolve an issue at all. So many people impacted and not a hint of a solution is so poor if I wasn't being impacted by it I wouldn't believe it. So if I cancel now do I only have to return 1 puck because according to Sky the other 2 haven't been dispatched yet?? 🤔🤷🏻‍♂️

[BenJoBanjo]

@Garr1eL 

Indeed, the silence from Sky and the from the usual SuperUsers is pretty defeaning right now. 

They're happy to respond when everything's working fine, but when there's an issue that Sky are clueless about you get nadda. 

I wouldn't bother keeping hold of the other two pucks - it'll only confuse them further. They're pretty useless without any form of subscription anyway.

[ALM84]

It's actually laughable the catalogue of errors & the silence from the "superusers" and actual sky agents is just nonsense & none of information given there is of any use!

On another note,  I have spoken with sky & have been told the equipment sent out from 18 September are all being hit with the same issues. The person I spoke to said that every customer he has spoken to with this same issue the common thread is that delivery has been made by royal mail & while sky know they have been delivered there has been an issue with their system that it hasnt updated to reflect that. All information we know however he did ask to double check the serial numbers of both pucks.  They've said that they know what the issue is & they are working to resolve as soon as possible but they can't provide the usual resolution window of 24-48 hours because of the amount of customers have been affected. I have been told I will get a call tomorrow evening with an update regardless. 

Its not really much of an update as most of us on here have spoken to sky today and have been told variations of this. I am taking solace in the fact they know about this issue & will be working to sort it as quickly as possible 🤞

[RHS39]

Apparently mine was escalated on Sunday. Still chasing for updates. Have been told it is booked for review tomorrow. Lets see. 

[RHS39]

Crazy I'm getting the same. 

[Acastus]

It is what it is people. I get myself worked up but in the end this is definitely something that'scausing sky to scratch its head. 

I'm going to just wait. Gonna watch the footie now on SkyGo so all is not lost. When they fix it I'm hoping I'll be compensated accordingly. I know some poeple may be very annoyed but just download the skygo app and at least you can view that way on a PC or Tablet.

[Dazzasky]

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@ALM84 wrote:

It's actually laughable the catalogue of errors & the silence from the "superusers" and actual sky agents is just nonsense & none of information given there is of any use!

On another note,  I have spoken with sky & have been told the equipment sent out from 18 September are all being hit with the same issues. The person I spoke to said that every customer he has spoken to with this same issue the common thread is that delivery has been made by royal mail & while sky know they have been delivered there has been an issue with their system that it hasnt updated to reflect that. All information we know however he did ask to double check the serial numbers of both pucks.  They've said that they know what the issue is & they are working to resolve as soon as possible but they can't provide the usual resolution window of 24-48 hours because of the amount of customers have been affected. I have been told I will get a call tomorrow evening with an update regardless. 

Its not really much of an update as most of us on here have spoken to sky today and have been told variations of this. I am taking solace in the fact they know about this issue & will be working to sort it as quickly as possible 🤞

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Unfortunately Super Users can't tell you anything because we don't know what the problem is. I do agree though it is a very poor service from Sky and just shows that their systems are not very good at all. If it were me waiting, I would also be furious. 

[MarkGoldsmith]

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@Dazzasky wrote:

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@ALM84 wrote:

It's actually laughable the catalogue of errors & the silence from the "superusers" and actual sky agents is just nonsense & none of information given there is of any use!

On another note,  I have spoken with sky & have been told the equipment sent out from 18 September are all being hit with the same issues. The person I spoke to said that every customer he has spoken to with this same issue the common thread is that delivery has been made by royal mail & while sky know they have been delivered there has been an issue with their system that it hasnt updated to reflect that. All information we know however he did ask to double check the serial numbers of both pucks.  They've said that they know what the issue is & they are working to resolve as soon as possible but they can't provide the usual resolution window of 24-48 hours because of the amount of customers have been affected. I have been told I will get a call tomorrow evening with an update regardless. 

Its not really much of an update as most of us on here have spoken to sky today and have been told variations of this. I am taking solace in the fact they know about this issue & will be working to sort it as quickly as possible 🤞

---

Unfortunately Super Users can't tell you anything because we don't know what the problem is. I do agree though it is a very poor service from Sky and just shows that their systems are not very good at all. If it were me waiting, I would also be furious. 

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@ALM84 one thing to know with Sky is that they won't provide ETCs or status updates on issues. All Sky will publicly offer is acknowledgment that is issue is being investigated and then a further update along the lines of "the fix is being rolled out now" or "we have been told the issue is now resolved please try again". 

[Johnnyboy2]

I ordered mine last Wednesday, came Saturday (which I thought was poor but at least I had it) then to be told there's been a problem and it will be 72 hours until it's fixed. I'm now almost 7 days in and still no Sky TV. Yet my mate gets a dodgy stick and has everything for a fraction of the price almost instantly? 

If it's not sorted in the next 24 hours I'll probably cancel and go with virgin

[RHS39]

@kash2001 Dint give up. Keep calling them you will get someone else who can tell you more. They can fix it. It's issues in their system. The pucks are probably still showing as awaiting delivery on your all and in their end. That the issues we are all having. Keep calling them and get them to escalate it. 

[jonnyae]

Interesting post regarding stream cancellation: https://www.reddit.com/r/skytv/s/pnRuMCVjpS

"However, we’re currently unable to amend cancellation dates for Sky Stream due to system limitations."

Could this point to a wider systems issue or possibly a cyber incident?

[Ormskirkred]

Puck delivery status has now changed overnight from 'Awaiting Dispatch' to 'Delayed' ... even though it was ordered 19th and delivered 20th.

[RHS39]

@Ormskirkredmine has as well. 

[KevNewMedia]

Morning Everyone

Thank you for your patience, I can understand how frustrating it must be, and we sincerely apologise for this.

Our development teams continue to work on this problem with priority and as soon as we have more information, we will share this.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[jonnyae]

@KevNewMedia the latest information being exactly the same as the old information which is nothing at all.

However if you're saying development teams are working on it, that confirms it is indeed a system issue.

So customers are being deliberately misled by support staff being told an escalation to register the boxes is all that is needed.