Sky customer support - new levels of arrogance and incompetence.

Forums › Sky, Neon, Lightbox › Sky customer support - new levels of arrogance and incompetence.

1 | 2 | 3 | 4 | 5

Networkn
32871 posts

Uber Geek
+1 received by user: 15468

ID Verified

Trusted

Lifetime subscriber

#3341538 11-Feb-2025 15:34

richms:

Yes it is their fault, they bid on exclusive rights, so there isnt anyone else able to get the content and sell it.

So your problem is with Sky, or everyone who ever has exclusive rights to anything? Why didn't someone else outbid them and seek non exclusive rights? Probably because it wouldn't be profitable.

Doesn't seem a reasonable argument in my opinion. It sounds like you just don't like Sky, and want a reason for pitchforks and torches.

djtOtago

1181 posts

Uber Geek
+1 received by user: 605

#3341539 11-Feb-2025 15:39

As I understand it.

Optus 11 was supposed to be launched in 2023. This satellite was to replace D1, however the launch of Optus 11 was delayed until sometime in 2025. https://www.geekzone.co.nz/forums.asp?topicid=304250

Because D1 was already at end of life, D2 got moved into D1 position and sky started using D2. D2 was expected to last until Optus 11 was launched sometime in 2025.

However, D2 has started to decay way earlier than anyone expected. This has pretty much left Sky without a reliable Satellite.

Sky is still waiting on the launch Optus 11

Some people have suggested (https://www.geekzone.co.nz/forums.asp?forumid=106&topicid=318650) the Korean Satellite Koresat 6 maybe being moved into position to take over from D2 until Optus 11 gets launched.

The delay of Optus 11 by 2 years, and the unexpected decay of D2 has kind of left Sky up the creek without a paddle.

Edit: Looks like Optus 11 is now due to be launched in 2027.

caffynz

317 posts

Ultimate Geek
+1 received by user: 139

ID Verified

Subscriber

#3341558 11-Feb-2025 16:24

Maybe I'm missing something obvious but why isn't there a ... Plan B? Back up plan if the main sat fails/decays earlier than expected etc.? Is it because satellite is 99% of the time reliable?

Like with fibre, I assume there is ways to re-route things if one main route glitches.

Roads closed, there's a detour.

Is it not as simple as it sounds? Genuine question - and only just reading up on the Sky issues recently.

Spyware

3818 posts

Uber Geek
+1 received by user: 1366

Lifetime subscriber

#3341559 11-Feb-2025 16:32

caffynz:

Maybe I'm missing something obvious but why isn't there a ... Plan B? Back up plan if the main sat fails/decays earlier than expected etc.? Is it because satellite is 99% of the time reliable?

Optus 10 @ 156E was plan B, Sky tested reception of that sat at Xmas. Many more reasons why people would have difficulty receiving Optus 10 so plan to shift to it was abandoned.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

OldGeek

989 posts

Ultimate Geek
+1 received by user: 409

ID Verified

Lifetime subscriber

#3341561 11-Feb-2025 16:52

As I understand it Optus are Sky's satellite service provider and at any one time there is one satellite covering NZ. There is no satellite-based plan B. Sky could take other actions but have not so far.

For customers that cannot receive Sky through their satellite there are actions that Sky could take that do not require a tech to attend - and that is to offer the Sky POD to customers who have 'streaming-capable internet. By that I mean anyone who can stream any content to their TV can use the POD. Customers who watch only Sky Sports channels can drop their satellite subscription in favour of a Sky Sport Now subscription but this would reduce Sky's revenue whereas the swapping of decoders (black and white) for a POD would not. Incredibly Sky have reportedly suggested customers use the SkyGo app, when this will only run on a non-TV device capable of casting to a TV.

The POD suffers as it is a product designed purely for Sky to hold on to Vodafone TV customers. It can and should be a frontline alternative. If I was running Sky I would be transitioning the company to a streaming-first strategy, given the penetration of Fibre now and the advent of Starlink. The only thing customers can do with satellite service is retain recorded programming for as long as the MYSKY disk hardware holds up.

--

OldGeek.

Quic referal code: https://account.quic.nz/refer/581402 and use this code for free setup: R581402E48MJA

Apsattv

2453 posts

Uber Geek
+1 received by user: 725

#3341573 11-Feb-2025 17:46

There are 3 sats at 160E now, Optus D2, Measat3a (aussie traffic) and the D2 replacement Koreasat 6

The backup Sky channels are still loaded on Optus 10 at 156E, however Sky are not accessing them for customers.

Ill post here if I see it fire up.

The Optus 10 isn't moving anywhere as its needed for the Australian Vast Service to move from D3 as D3 is also inclined same as D2

Mighty Ape

Shop now at Mighty Ape (affiliate link).

skewt

752 posts

Ultimate Geek
+1 received by user: 215

#3341585 11-Feb-2025 18:12

Downers as a contractor are fine. The issue is they have been overwhelmed with jobs. A Downers tech told me they were told it would only be around 2000 jobs but they have over 8000+ to try and get sorted

These satellite issues would have also overwhelmed any sky tech provider with the number of faults/jobs

Beavis

171 posts

Master Geek
+1 received by user: 37

#3341592 11-Feb-2025 18:23

I would like to feel sorry for Sky. Some of their problems are not of their own doing. However, when I have had problems in the past, they have been rude, unhelpful and arrogant.

Beware of FUD...

Brunzy

2019 posts

Uber Geek
+1 received by user: 241

Trusted

#3341644 11-Feb-2025 18:33

networkn:

Spyware:

Sky's annual report mentions migration off D2 at end of life in May 25.

OK, it's not May '25 yet, last time I checked. As I understand it, there was no expected decay in orbit indicated, it was an unplanned outage.

Even if there was a small chance, do you ramp up hiring and training on that small chance? Shareholders would argue not, and they would have a reasonable argument. You can't mitigate all risk.

You can hire as many contractors as you like, you don’t pay them anything unless you give them work to do.

johno1234

3357 posts

Uber Geek
+1 received by user: 2843

#3341646 11-Feb-2025 18:40

skewt:

Downers as a contractor are fine. The issue is they have been overwhelmed with jobs. A Downers tech told me they were told it would only be around 2000 jobs but they have over 8000+ to try and get sorted

These satellite issues would have also overwhelmed any sky tech provider with the number of faults/jobs

Talk about a hospital pass.

tweake

2647 posts

Uber Geek
+1 received by user: 1139

#3341703 11-Feb-2025 19:19

skewt:

Downers as a contractor are fine. The issue is they have been overwhelmed with jobs. A Downers tech told me they were told it would only be around 2000 jobs but they have over 8000+ to try and get sorted

These satellite issues would have also overwhelmed any sky tech provider with the number of faults/jobs

knowing how well sky organize jobs and how little they pay, it will be a horror show.

AliExpress

Shop now on AliExpress (affiliate link).

kiwifidget

"Cookie"
3641 posts

Uber Geek
+1 received by user: 1969

Lifetime subscriber

#3341705 11-Feb-2025 19:25

The Service Level Agreement between Sky and Downers would make interesting reading, but probably confidential.

Delete cookies?! Are you insane?!

OldGeek

989 posts

Ultimate Geek
+1 received by user: 409

ID Verified

Lifetime subscriber

#3341708 11-Feb-2025 20:22

skewt:

Downers as a contractor are fine. The issue is they have been overwhelmed with jobs. A Downers tech told me they were told it would only be around 2000 jobs but they have over 8000+ to try and get sorted

These satellite issues would have also overwhelmed any sky tech provider with the number of faults/jobs

If you believe posts from former Sky techs on the Sky complaints Facebook group, they were offered greatly reduced rates of pay to engage with Downers. Most refused Downers offer and now make a living as former Sky techs engaged privately by Sky customers who prefer to pay rather than wait months for a free Sky Tech to turn up. There are horror stories of Sky customers still waiting for sat problems reported last November to be fixed. Ex All black Coach Lourie Mains is one of them, waiting (at last count) for someone to turn up to the 8th appointment (ie 7 no shows).

There are other reports of Downer Techs not being able to fix dish hardware, with customers then 'going private' and getting a tech that fixed the problem in minutes.

The move to Downers has definitely totally hobbled Sky's ability to meet customer service needs nationwide.

Any Sky customer wanting to watch the upcoming Rugby and Rugby League seasons has no option but to subscribe to Sky. While there is much speculation that subscribing to providers outside NZ via VPNs, the fact is that VPN servers are easily blocked and availability of games hosted in NZ is not a priority outside NZ.

--

OldGeek.

Quic referal code: https://account.quic.nz/refer/581402 and use this code for free setup: R581402E48MJA

Handle9

11927 posts

Uber Geek
+1 received by user: 9683

Trusted

Lifetime subscriber

#3341710 11-Feb-2025 20:39

skewt:

Downers as a contractor are fine. The issue is they have been overwhelmed with jobs. A Downers tech told me they were told it would only be around 2000 jobs but they have over 8000+ to try and get sorted

These satellite issues would have also overwhelmed any sky tech provider with the number of faults/jobs

It would have been much the same through their previous service model. They are overwhelmed and can't deal with the backlog which would have been the case however this happened. Ironically Downer probably have the ability to scale a bit better than Sky could have done so through their previous model, it hasn't helped that they are likely still going through the ramp up/transition phase at the same time as this mess happened.

Handle9

11927 posts

Uber Geek
+1 received by user: 9683

Trusted

Lifetime subscriber

#3341711 11-Feb-2025 20:49

OldGeek:

Sky knew about impending satellite service issues when they changed to Downers contract on November 1 last year. It was not wise of them to change the structure of their technical support staff at a time when increased demand would be coming with customers experiencing service failure that requires a tech to fix dish hardware. That was stupid and entirely within Sky's control.

Downer announced they were awarded the tender in September which means it likely the latest it went to the market was around March-June with a period of contract negotiation after tender closing. The most recent satellite problems appear to have become apparent in August/September. At that point it was likely too late to change things.

These types of contracts take a long time to tender and negotiate. It's not the sort of thing you can just decide "nah we won't transition now."

1 | 2 | 3 | 4 | 5