Escalating a post to a Sky expert

[Sam-R]

On occasions when our Superusers can’t fix your issue, they may escalate your post to one of our Sky Experts. You may receive an email including a link and a message to have a private conversation on Community with our Sky Expert.

You can access the conversation via a coloured chat bubble on the bottom left of your screen. Be reassured this email is from Sky and your details are safe and secure.

Responses in Community Messaging aren't immediate, which allows you to go about your day, so please check back often. The chat bubble will also be present for 48 hours.

To have access to your account, in the chat window we will ask for the same information from you as we would ask over the phone. Be reassured this message is from Sky and your details are safe and secure.     

Messages from Sky Verified accounts will have a Sky Employee  next to the senders name.

If you receive a message that seems suspicious or inappropriate, don't respond, Tap the options menu (3 vertical dots) and select “Report as inappropriate” for review.

In a community direct message, Sky will never ask you to:
- Send a text message to a mobile number.
- Send a message to a WhatsApp account.
- Email any address that doesn't end with @sky.uk