Why have you merged my post

[purpleparrotuk]

Why have you merged my last thread  with my older post? I was asking for people to test their pucks for me and no one will see it now. ☹️

Can you please put it back so people can see it?

[Mark39]

@purpleparrotuk feel free to contact one of the moderators if you believe your post shouldn't have been merged.

[purpleparrotuk]

@Mark39 @How do I do that please?

[Mark39]

@purpleparrotuk use the 'report post' link on the post you believe shouldn't have been merged.

[Morrow]

This is all part of Sky's strategy of suppression of complaints about their products. I am having ongoing problems with a puck which keeps disconnecting from our WiFi. They shunted us off to some other discussion with a Sky agent who is refusing to engage properly with our complaint.

[purpleparrotuk]

@Morrow @That's exactly what is happening with me. I've been on a chat for 3 days and they keep asking the same questions. 

[MarkGoldsmith]

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@purpleparrotuk wrote:

@Morrow @That's exactly what is happening with me. I've been on a chat for 3 days and they keep asking the same questions. 

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Thats strange if you keep getting asked the same question. I would have thought they should have a set list of things that they need you to try ( or to ask you) and they would just go through the troubleshooting steps, one by one.

[purpleparrotuk]

@MarkGoldsmith Troubleshooting like making sure the volume is up on your tv and rebooting that puck, which I've done many times. That won't help if the puck is not sending an Atmos signal only DD+. 

[MarkGoldsmith]

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@purpleparrotuk wrote:

@MarkGoldsmith Troubleshooting like making sure the volume is up on your tv and rebooting that puck, which I've done many times. That won't help if the puck is not sending an Atmos signal only DD+. 

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I get that, but don't forget most customer service staff are only allowed to follow set scripts/processes as they won't necessarily have the correct in-depth product or technical knowledge. ( and these are the only staff who tend to be customer facing).

Usually, once you have completed the troubleshooting steps along with an advisor, and nothing has worked, I would typically expect the final step to be to send a replacement puck to see if that fixes the issue.