Lost Sky Sports, rang Help line, lost will to live...

Hello all.  Any mods listening?  Please help.  Along with others, found Sky Sports dead on me last night (see other thread).  Rang India, poor bloke tried to help but had to plough through his standard tests and while he was doing that the phone went dead (and no, no-one rang back).  So, I've tried the switch off- wait- restart-retune as recommended by the voice-over on the 0800 number, but still can't see Sky; I'm getting the Please Insert Viewing Card message again, just as before.  Two questions: 1. will this keep happening? 2. Just what was the problem that led to this happening? Oh yes, and a third: how come the nice man in India didn't know anything about it?

Thanks for reply.  The problem was the same as that described in other threads, including 'Sky Problems', if I remember the thread correctly.  The screen was giving me the same message as I got when first registering it- PLEASE INSERT CARD... etc.  When I did the switch-off/switch-on routine this morning, the box obviously downloaded a significant update.  What is so frustrating is having to guess what's happening.  There was obviously a serious and widespread problem; the message in the intro on the 0800 teccie help line said so.  Now it's sorted I'm still none the wiser and still don't know how likely it is to happen again.  The help guys cliamed not to know anything about any widespread problem and simply took me through their standard problem-solving routine (or rather, started to until the phone went dead).  It's a great shame that BT produces services and stuff that are worth having but simply hasn't got the hang of communicating with customers.  For example, why not put bulletins on known problems somewhere prominent on this web site?  Anyway, that's enough whingeing, until the next time.

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    tonycat0 wrote:
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  • Sky Sports 1 and 2 and BT in general - Absolutely ...

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    Sadly as this is customer to customer forum you are only talking to fellow customers.
    Perhaps it would be better to contact the Mods who are the only BT employees here,
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  • Links Pallet Missing. Adobe Help Line baffled.

    A day killed on the Adobe Help Line and no hope in sight. The Links Pallet is AWOL and Adobe tech support can't find it.
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    lewenz wrote:
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    Finally, we got a call back from a more informed 1st tier support rep who goes by the nickname Sonny. For some reason the connection was far better, and we could understand every word of his much better English. It turns out that the Adobe support rep had walked us through the delete and recovery procedure and omitted a key step. This was only learned by pressing Sonny hard, until he realised the missing step. The prior rep walked us through the following support process and only told us to call back after we had begun step 5.
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    Download and Unzip Creative Suite Cleaner Tool
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    Download the updates (which is a problem when one is on a 10gb cap broadband plan)
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    When we reviewed this with Sonny, he finally identified the missing step. Before Step 4, running the Cleaner Tool, run the Microsoft Control Panel Uninstall Program to remove all the programs. Then run the cleaner tool to find files that Microsoft missed. Finally, after Step 4, add an additional step of manually looking at the files using File Manager to make sure all files were cleaned out and gone. When all this is done, go to Step 5 reboot and reinstall.
    Well the reboot took about 15 minutes as all sorts of orphan files came up, but when all was reinstalled, the InDesign functioned as it was supposed to function. The links pallet and edit orginal image was back where they belonged.
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    So what have we learned?
    The original problem appears to have been a corrupted file. Since this was a 275 page manuscript, it was not something that could easily be given up. We called Adobe hoping to figure out why the application program was crashing. This was never answered. It would crash when we ran spell check and it would crash when we tried to export it to an IDML file. This is a deficiency in the Adobe product that it allows this. Adobe never addressed this, or identified this.
    It was only when we started doing our own trouble shooting while waiting for Adobe to call back after they trashed the delete and restore application, that we realised we were being supported by ignorant technicians who appear to have little understanding of their products, very poor communications technology (it's hard to understand them due to a low quality line and in some cases a strong Indian accent), and whose "solutions" were to remove and reinstall their products. In this solution approach, the support technicians don't always get the steps right, with the outcome that the "solution" does not work.
    At this point, we realised we were in worse shape than when we made the original call. So we searched our files to find the most recent IDML backup that did work, imported it and then took pdf printouts to re-enter all the changes to the manuscript since that backup was made. We hope we located all the differences between the two drafts. This of course is a manual process and what we sought to avoid by calling Adobe in the first place, but we realised that the Adobe support was going to take more time than clerical re-work. Thus we ended up with a repaired manuscript - no thanks to Adobe, and a newly defective application program where their next "solution: was to trash the operating system.
    At no time did the technician ask the key questions to review what they might have done or not done that could have caused the problem. In other words, Adobe does not run a technical support line, but a trash and rebuild line. They waste hours of their own call centre time, not to mention the client time, creating further problems, call centre hours that we presume Adobe must pay for.
    That we must listen very carefully to what the technician says back, since over 50% of the time, they do not understand. When the record is read back, it is wrong (they wrote down that ID crashed on opening... never true).
    That it is not impolite to ask them to stop wasting time with very long apologies as the opening of every sentence.
    That it is essential that you have the customer identity information in the right order, so they do not spend 10 minutes verifying who you are.
    That it is not impolite to tell them to stop filling the air with nonsense and either answer the questions or get someone who can.
    That it is not inappropriate to threaten to document the call and file a formal complaint with Adobe.
    So for anyone who uses Adobe Help:
    Demand someone who can speak clear English on a clear phone connection. Write down their name and location so they can be tracked.
    Write down every step they propose and ask what is the next step if it fails to achieve the desired outcome.
    Demand that each step be written down in their documentation as well.
    Demand to know every custom file such as preferences and language dictionaries and their location. Make copies outside of Adobe so the cleaner file does not delete them. A folder on the desktop is the safest.
    When it becomes clear the technician does not have a clue what they are doing, demand to speak to their boss.
    Document every step here on this forum, so when they ask how they did, refer them to the public record.
    Thanks to Peter Spier and Jongware for their attempts at solutions. Turned out it was a corrupt file that would have been a disaster had we not made backups and a defective Adobe technical support system that threated to trash our whole operation.
    Bravo for persisting, insisting, asserting, relying on your own intelligence as you realized you were being not only ill-served, but wrongly-served and unforgivably-destructively-served. Sorry to hear how your own civility kept you from acting protectively sooner.
    I agree about escalating cases to the highest-level support manager ASAP as you discover incompetent support. I've written about this in a few posts that you can find with this Google search link: InDesign knowhow pro escalate support. I usually offer "I don't mean to be rude, but if you're not expert with this issue..." or I substitute "...aren't able to read the case notes and have expertise," and similar phrases, THEN I PRESS FOR ESCALATION, EVEN IF I NEED TO BE RUDE TO GET IT.
    However, with the increasing complexity of the stuff we use, and, as in your example, it takes a few days to rebuild a system, don't be lulled by the concurrent increased confidence you get from smarter hardware and software. I suggest cloning working systems for backups in disasters like you're reporting. Don't overwrite stored clone backups with unproven current systems that may have unbeknownst to you just gone bad. Consider virtual software like VMware Fusion or Parallels, even if you're committed to Windows; you can install one or more virtual Windows systems on a real Windows system, make snapshots and revert to them if needed. I think these are more robust than Windows Restore Points, because snapshots track everything done on the virtual drive, whereas restore points only undo the Registry, IIRC, so corrupted user files remain corrupt, lost files remain lost.
    IOW, practice safe computing.
    I heard of a business professional who sued his doctor for time lost when he was kept waiting for an extremely long period with no explanation, offer to reschedule, etc. (IOW, he got "airline treatment.") Whether he collected isn't the point so much as the recognition of the concept, and the corresponding smart pro-customer-service steps taken across many industries and companies. Whether defensive or pro-active, better customer service is better for everyone in chain of relationships.
    HTH
    Regards,
    Peter
    Peter Gold
    KnowHow ProServices

  • Sky sports now an inferior product

    Thoughts please,
    My opinion is  now that sky don't have lost out on champions league its not the product it once was, we used to 2 channels with all the football and now we have 5 with <REMOVED> 
    Sky you need to sort this out as if you  have Virginia media  and subscribe to the sky sports package  it includes BT sport an option that costs us 22 a month....... Not on sky
    Also if you're Scottish forget setting any SPL as they are all on BT or if you're into moto gp that's also on BT don't even get me started on ESPN something that also come in the Virginia media pack, sky sports package if taken with sky now sucks by a long way.
    Moderator action - removed inappropriate language as per house rules. 
     

    Pacco65 wrote:
    Personally  I still think that Sky Sports is decent value for money, and when you consider the range of sports covered it is anything BUT inferior in my view. Unless anyone can tell me a different provider that has more channels covering more sports?  Or even the same amount? Like a lot of things, value for money is a totally subjective measure and will vary wildly from individual to individual. @Annie+UK and @daveNOS are perfectly right at the end of the day though. If you no longer consider something to be value for money then discussing it on a forum is going to do absolutely nothing to change the situation. That will only be changed when enough people hit Sky in the wallet and walk away. At the moment though, judging by the recent published figures, Sky are doing very nicely thank you very much, so little is likely to change.  I think sky sports at the moment is the inferior product for the football fan. BT today broadcast Man Utd vs Spurs in Ultra HD. BT are also going to show every single CL game in HD, something sky never did in 9 years of having HD available. Sky, of course, have the majority of the premier league but the the average football fan who likes to watch a variety of football is now better off choosing BT if he can only have one. I have said it before, but it bears repeating.....the best value deal for, say, a Man Utd fan or a Chelsea fan is to get BT sport and then add single NOW TV passes for when their team is on sky.

  • Question about integrating BT Sport in Sky Sports

    Hi, I've recently moved house and am looking to get BT broadband/BT sport + Sky Sports. But since I'll have to register and have BT broadband installed first (for the phone line) before I have my Sky Sports set up will I have to add another 12 months to my 18 month BT contract to have BT Sport added to my Sky TV? 
    Thanks 
    Solved!
    Go to Solution.

    No, the condition for free sports is that you have at least 12 months remaining on your BT Broadband contract, which you will have.
    To say thanks for a helpful answer, please click the white star

  • Sky Sports - Now TV Error

    I've paid for this service to watch the F1, it's taken my payment but when I try and watch I get a message saying Error, Try again later. Not a lot of use for a live event.
    I've tried resetting the Apple TV which made no difference. I want a refund but don't know how to go about it, please help.

    Pacco65 wrote:
    Personally  I still think that Sky Sports is decent value for money, and when you consider the range of sports covered it is anything BUT inferior in my view. Unless anyone can tell me a different provider that has more channels covering more sports?  Or even the same amount? Like a lot of things, value for money is a totally subjective measure and will vary wildly from individual to individual. @Annie+UK and @daveNOS are perfectly right at the end of the day though. If you no longer consider something to be value for money then discussing it on a forum is going to do absolutely nothing to change the situation. That will only be changed when enough people hit Sky in the wallet and walk away. At the moment though, judging by the recent published figures, Sky are doing very nicely thank you very much, so little is likely to change.  I think sky sports at the moment is the inferior product for the football fan. BT today broadcast Man Utd vs Spurs in Ultra HD. BT are also going to show every single CL game in HD, something sky never did in 9 years of having HD available. Sky, of course, have the majority of the premier league but the the average football fan who likes to watch a variety of football is now better off choosing BT if he can only have one. I have said it before, but it bears repeating.....the best value deal for, say, a Man Utd fan or a Chelsea fan is to get BT sport and then add single NOW TV passes for when their team is on sky.

  • Loss of Sky Sports 1 since signing up for Infinity

    We changed over to Infinity as BT told w e would have to - otherwise we woukd lose access to our Sky Sports1 and ESPN channels. Since July 1st we have lost access to Sky Sports 1. We have spent in excess of 2 hrs now on the phone to BT trying to get this resolved. They tell us we should have it ? However no one seems able to sort out this issue. Why is it so hatd to get it resolved ? Is anyone else experiencing the same issues ? I feel like we have been conned by BT - they promise all these extras when you sign up for Infinity - however the reality has been different. I would be grateful if someone could suggest a way forward.

    Sorry, I was in a rush this morning and didn't have time for a considered reply. As umpire indicates, this sounds like the wrong software on your BTTV box. I'm away from home at the moment, but from memory go to Help & Settings > Settings > System Information. The Middleware details should include 512 (or 256) followed by Multicast. If it doesn't say Multicast you won't get the broadband channels, including Sky Sports. (You won't get ESPN anyway until BT Sport is launched on 1 August.)
    If that's the case I would go back to Sales and ask them to get it fixed. Call 0800 783 0056 and make out you want to order Infinity until you get to a human voice. Then explain you've recently upgraded to Infinity to retain your Sky Sports channel(s) on broadband but can't get them and have discovered that your software hasn't had the necessary update.
    Be prepared to be told the only way to fix it is for them to re-order SS, a pain in the butt though probably best to go along with it. That's what happened to me, though in my case I already had the Multicast software and they went ahead and removed it! You couldn't make it up.
    You can click the white star next to this message if you think it was helpful.

  • Problem setting up Sky Sports

    Hi,
    Received a BT Vision Box yesterday with the Viewing Card for Sky Sports 1+2. Bt Vision TV is all working fine, and put the viewing card into the slot within half an hour of setting the tv up. Followed the instructions and waited for the hour on the sky sports 1 channel but still had the black screen saying "Please insert your viewing card..." Have searched on the forums for a solution but can't see any for this problem. Checked on bt.com to see if i could re-activate the card but it had already been activated so no problem there.
    Please help!!
    Solved!
    Go to Solution.

    Best suggestion is to phone up and get through to the technical team who will activate it. It is an automated process taking about 48 hours I believe
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  • No Sky Sports despite card registration and ESPN w...

    Help
    I've registered my viewing card time after time, I've rebooted my Vision box, I,ve taken the viewing card out and put it back in again, I've left SS1 and SS2 on for hour after hour (or it seems like it). Still no SKY Sports.

    neilwelsh wrote:
    Help
    I've registered my viewing card time after time, I've rebooted my Vision box, I,ve taken the viewing card out and put it back in again, I've left SS1 and SS2 on for hour after hour (or it seems like it). Still no SKY Sports.
    Hi and welcome.
    Ring technical directly and they will actvate the card for you. Sometimes even whilst your on the phone.
    0800 111 4567.
    Rank - Mostly Harmless.

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