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Technical problem? Here's what to do.... [PLEASE READ]
If you feel that you have a technical problem that isn't anything to do with your computer, connection etc and is at our (Sky Poker's) end, then please follow the steps below to ensure that the matter is fully investigated, giving you the best possible resolution and customer experience.
Although a great platform to post your thoughts and opinions, technical issues raised on the forum might not be the best or fastest way to have your query resolved - Customer Care are the folks for that! To give us the best possible chance please read on...
For us to fully investigate your technical problem you need to
contact our Customer Care Team and have the following information to hand -
· Username
· Poker Alias
· Time of disconnect
· Hand ID (s)
· Has this happened for you before?
· If so when (approx)
· Geographical location of the user
· ISP
· Browser
· Operating System
· Version of flash Player
· Were you running other applications at the time?
Once the Customer Care Team have all of this information, it will be passed to our technical team for investigation. They will also endeavour to respond to you within 48 hours.
You can get in touch with the team either by free phone (08000 720 882), by email (help@skypoker.com) or by live chat (links at the bottom of the page).
Sky Poker is committed to providing a stable gaming platform for our customers and apologise for any inconvenience you may experience while using our service.
Of course other community members can still help with issues so if you have any problems with table sizing, browser pop ups etc feel free to start a new thread and post them here.
Thanks everyone.
Rich
Comments
I have seen many different problems posted on the forum lately where the only response has been to post a link to this thread. Not great customer care in my opinion.
Sorry you feel this way, we are making a concerted effort to prevent this type of thing happening.
If you are still experiencing technical difficulties please use the form at the top of this thread.
Many thanks,
Jordan
[QUOTE} FORGET IT,I AND EVERYONE ELSE WHO HAS A PROBLEM IS WRONG,SO SKY POKER IS PERFECT,GOOD LUCK TO EVERYONE WHO HAS GAINED FROM OTHER PEOPLES MISFORTUNE,SOMETIMES YOU JUST HAVE TO ACCEPT THAT YOU ARE NOT GOING TO GET THE HELP OR ANSWERS REQUIRED,SO I THINK I WILL TAKE THIS MORE SERIOUSLY NOW AND GET SOME SATISFACTION BY WINNING AS MUCH MONEY AS I CAN,GOT A NICE LIST OF PEOPLE TO TARGET SO LETS HAVE IT.
Hi Machka,
I agree with your points however, the aim of my post was to direct customers in the correct direction to ensure issues get dealt with sufficiently.
Although we try, we can't always promise that issues will be escalated in the correct way when posted on the forum.
Going to customer care ENSURES that issues will be passed to our technical teams and looked at quickly.
This way also ensures the technical team get the required information they need to be able to conduct thorough investigations. Forum posts/threads often lead to missing chunks of vital information or threads that go back and forth.
Following the above instructions will be beneficial to all.
Thanks guys,
Rich
The so called 'customer care' team replied via email with 3 lines saying there is nothing that they can do.
That was it nothing else no explanation sorry nothing........
GREAT CUSTOMER CARE whats the point of playing here????????????
What are the benefits?????
I'm really sorry to hear about this and your problems with the site/with the customer care team.
I'll pass this post straight over and arrange someone to contact you.
we will be in touch soon.
Kind regards,
Rich
I then log in as per normnal and try and oen a 2p 4p table.
It opens the windwo for about 2 seconds then logs me out of the site even though am still at the table.
It kept on doing this am getting really frsutated..
have dowlonaded the app a second time still same issues amd can't chat to avdisor
Has anyone else had these same problems???
Thanks
Richard
Did you contact customer care when you experienced these issues?
Unless we know all the facts it is difficult to investigate.
Regards
Lee
So your steps are...
-Open the download
-enter login details and click 'sign in'
-open a 2p/4p cash table
-you are then logged out of the download
Does the download stay open? Are you still sat at the table? when you do this do you have the full site in the background and are you logged in on there?
Regards
Lee
In Response to Technical problem? Here's what to do.... [PLEASE READ]:
As stated at the beginning of this thread, you need to provide us with the details outlined so that we can fully investigate any possible issues.
Thanks
Lee
Iwas playing the £400 bounty hunter tonight when another tourney that I hadn't enterede suddenly appeared with me on it. as a newcomer I got rathered flustered and found the only way to get rid of the rogue tourney was to go all in and lose. In the meantime I was "away" on the bounty hunter and it wouldn't let me back. When it did Ifound that if I tried to see the tournement lobby it came up with the lobby for the other tourney. In the enmd I got so fed up I went all in just to get out of the touney and check my account where it said I had registered for the rogue tourney at 17.59 (a good trick as I was out at the time and my computer was switced off
In the "Find a Player" section, anyone that puts my Alias in, it just says no player found.......WHY? Please help. Friends and fellow team members find it strange, and since I work away every week , people family etc, need to FIND ME !!!!
Thanks in advance for any help from SKY_Lee or anyone !
Always Happy, (HAPPYNIGE4)
If you go into live chat or give customer services a call they can add you back into the Find-A-Player facility.
But in the last few weeks since the new tourneys arrived there have been major problems that have affected multiple players.
I am no expert, but the volume of players on the site when problems are experienced always seems to be high which could indicate software problems.
Sky Customer services are aware of the problems and I believe under the terms of their license agreement should be doing more to keep their customers informed.
IMO Your thread should be followed for individual problems but not for the mass problems which I have witnessed on at least three occasions recently.
The service provided by Sky poker Jordan Lee Sam etc seems to be a world apart from the response you get from live chat where its as though you're guilty until proven innocent. I was disgusted My new member bonus and my friends refer a friend bonus were rejected because I had previously taken part in the Sky Super 6 but I believe trading standards are now taking the matter up.
hi, i won a seat to the 21:30 £2000 bounty hunter by satelite but i havnt been registered??
ive tried getting through to live chat but it doesnt seem to be working?
any ideas as the tourney is 25 mins away!
but it does not show me my hand. and does not allow me even to bet just makes me fold
Try closing the table and re-open it.
If this doesn't fix it try closing the table and logging out and then back in again.
I have also been having a problem with lag,this happens daily,you press a button but get no immediate response,by the time it responds, you are either folded or checked!