i have just been in touch with your "technical" support team. I have just played the primo i was struggling with my connection throughout (had other poker sites working at same time) had a couple of forced folds and a missed all in bet that could have altered my tournament.
Firstly i have played on here since the start and this is the first time i have contacted your support, it took me 15 minutes hanging on with the live chat (fair enough) to get the answer of "clear your cache". I then explained that i have had 3 other poker sites running all evening with no dropdowns at all. I suffered 3 "disconnections" 2 of which were in crucial hands.
21:16:02 Thanks for contacting Sky Poker Chat. An advisor will be with you shortly.........
21:16:07 Sorry to keep you waiting, we'll be with you shortly
21:16:17 Whilst you wait, we'd like to let you know that we've got over 80 fantastic games on SkyVegas.com - and you can log in to play using your existing Sky Poker User ID and PIN!
21:16:27 We are experiencing a high level of contacts. Please bear with us and we will get to you as soon as possible.
21:16:57 We apologise for the delay. For forgotten PIN please call 08000 725181
21:17:57 Thank you for your patience, we will deal with your query as soon as possible.
21:18:38 We're very sorry that we've kept you waiting for so long. If you continue to hold, we'll be with you as soon as we can.
21:19:18 Thanks for your patience, we'll deal with your query shortly.
21:20:08 Please accept our apologies for the length of time it's taken to get to you.
21:20:58 Thanks for holding, we'll deal with your query as soon as an agent becomes available.
21:22:33 Lizelle has joined this session!
21:22:33 Connected with Lizelle
21:22:38 Hi jbarnsie, my name's Lizelle. How can I help you today?
21:22:41 hi
21:23:03 i have just suffered a very bad connection during the primo tournament could you look into this for me?
21:23:53 How many hands were you disconnected? Unfortunately, the disconnections are caused by something at your end as the site is up and running 100%
21:24:00 3 hands
21:24:10 i wasnt disconnected but i couldnt act
21:24:18 You need to clear your internet browsing history, temporary files, cookies and cache
21:24:23 I see
21:24:26 i had 3 other poker sites up at same time and they are all working fine
21:24:38 You dropped connection to our poker server
21:25:15 all i no is it prevented me from going all in on a hand i would have won and hence severley disrupted my tournament
21:27:38 hello?
21:28:28 Unfortunately, Sky Poker do not take responsibility for individual disconnections
21:28:38 so what are you suggesting i do?
21:29:23 I understand that you were disconnected but there is no way of predicting that you would have won those hands. You were only disconnected for 3 hands so you were able to continue playing
21:30:04 so unlike your competitors you dont look at cases on an individual basis?
21:30:38 Unfortunately, there is nothing we can do as you were able to continue playing
barnsie
Member Posts: 496
Comments
note the big gap at 9.25 when i asked a question and the rep wasnt even going to come back to me unless i prompted her with another question. I cant accept that sky dont look at these connections on a individual basis.
I would appreciate it if you could look into this for me, the support rep doesnt seem to understand her view either saying i wasnt disconnected and then later saying she understands i was disconnected!
I play full time on a leading american site and disconnects like the ones i experienced tonight are dealt with in a very different and more professional way, maybe its because i rake a lot of money for them.... Anyway customer service like this will not encourage me to bring more of my bankroll here.
I appreciate your timeSorry to hear that you were having trouble on the site and that you don't feel the support provided was sufficient.
In my experience, slow-down issues like this are generally caused by one of a few things:
1) A wireless internet connection with limited connectivity
2) Large temporary internet files (why clearing your cache could have helped)
3) Running other applications whilst playing (e.g. streaming music or video)
I will arrange for a customer care rep to contact you regarding this, hopefully we can sort it out for you.
Thanks,
Steve
As I see this explasnation/answer frequently.....
".....Large temporary internet files (why clearing your cache could have helped)...."
Could you please tell me how I would set about doing that? I am not internet or PC savvy, would I need a little man to do it for me, or could I just press some buttons?
Serious question, as my Lappie is quite slow at the best of times, & I like to 3 or 4 Table on Sky Poker.
At the tabs on the top of your browser, go to tools, then internet options
You will have some options,
click on these, DELETE TEMPORARY INTERNET FILES, DELETE COOKIES, CLEAR HISTORY ETC.
This should get rid of most of your old history.
If it is still running slow, try a defragmant. You usually find this from the start up box at the bottom in control panel.
I tend to have this set as it saves any hassles later.
To clear your temp internet files is quite easy.
Simplest way if you're on Internet Explorer is to click on the ''tools'' button in top right corner of page and go to ''Internet options'' a page will open then from the ''general'' section look for ''browsing history'' and press delete. Deleting cookies can cause some problems but deleting the browsing history is usually enough and will speed up your computer.
If you're not on Internet explorer you can do the same thing by going to ''control panel'' on your computer and choosing ''Internet options'' again go to browsing history and delete.
Thanks Hale & Dog, I'll give that a try.
Will I lose all my saved Passwords & things like that?
Also, on my Lappie, I run IE sometimes, but also Firefox - are the instructions equally valid for Firefox?
Thanks man, appreciate that.
You can unclick passwords if you wish, cookies too.
I delete cookies and never have a problem but save passwords.
How much is it?
I really appreciate all the replies guys, thank you.
It seems to me from this Thread that a lot of the problem Players complain about would be solved if they did this - and it's suggests it's usually at the users end, not upstream.
What is a "Registry Error", please?
Rich is out spreading christmas cheer today so let me or one of the mods know if you need anything.
Cheers (and merry christmas!)
Steve
Usually it is a program that has not run correctly.
Elsaogs 'registry mechanic' should fix it all for you.
I have checked and it is £29.95 for a year but if you download the free trial, then try to uninstall it, it takes you to sites that will give it for free upon buying other stuff.
The cheapest site was a gaming site that only asked you deposit a tenner and they will instantly give you registry mechanic for nowt.
Bargain.