SNG lobbys since site outage (recurring issue)

benc

After the outage earlier (second this week) the lobbys are now not showing when you're registered at all in the HU lobbys (0/2 instead of 1/2. Usually this issue occurs after x amount of time and a reset of the software solves it temporarily but that isn't working either. Clicking between different games multiple times eventually shows the game registered but then can randomly change back. Games are also not opening in time for the start on a regular basis, any chance of an update on this issue? thanks

Tikay10

@benc


Nothing I can do right now, but I'll pass this on as soon as I can.

It's a little odd, as the two outages you mention were not, as such, anything to do with Sky Poker, all of SB&G were equally affected. (Bet, Vegas, Casino, Bingo, Poker). So Sky Poker should have resumed exactly as they left off. So hopefully, it will clear itself quickly.

coo1-um

@Tikay10 @SkyJames
It was my understanding that the games paused in situations like this the Turbo DYM I was sat at was at 100 200 blinds when all players were kicked off. Amazingly this played out for another 10 minutes and 28 hands with no-one raising or calling during this time. Until 1 player seemed to get back in and raised from the SB.
I can’t be bothered like most others to read the T&Cs but what happens to the affected players in situations like this.

And yes I would still have the same issue / question even if it wasn’t me that the returning player called my BB from the SB to knock me out.

Tikay10

coo1-um said:

@Tikay10 @SkyJames
It was my understanding that the games paused in situations like this the Turbo DYM I was sat at was at 100 200 blinds when all players were kicked off. Amazingly this played out for another 10 minutes and 28 hands with no-one raising or calling during this time. Until 1 player seemed to get back in and raised from the SB.
I can’t be bothered like most others to read the T&Cs but what happens to the affected players in situations like this.

And yes I would still have the same issue / question even if it wasn’t me that the returning player called my BB from the SB to knock me out.

@coo1-um

Speak to Customer Care please, if you have a reasonable case they will deal with it fairly.

benc

Tikay10 said:

@benc


Nothing I can do right now, but I'll pass this on as soon as I can.

It's a little odd, as the two outages you mention were not, as such, anything to do with Sky Poker, all of SB&G were equally affected. (Bet, Vegas, Casino, Bingo, Poker). So Sky Poker should have resumed exactly as they left off. So hopefully, it will clear itself quickly.

Thanks Tikay, it may just be coincidence but they were 'normal' this afternoon before todays outage then when i came back i'd been de registered so i assume the lobbys must of had some sort of reset which im assuming could be linked to the worsening of the issue this evening which are not resolving in the usual way. When it happened earlier in the week i was still in the lobbys and games were running at the last blind level when i managed to re-open so i dont think any lobby reset took place.

MISTY4ME

In play tournament Lobbys (both Tournaments and TDYM's) aren't updating at all

WORST it's ever been

Tikay10

MISTY4ME said:

In play tournament Lobbys (both Tournaments and TDYM's) aren't updating at all

WORST it's ever been

@MISTY4ME


OK Jez, noted.

coo1-um

Update.

Wasn't going to bother with the hassle on contacting customer services, but i figured i would need the money to lose today.

The hardest part of the process was actually finding the live chat option, seemed like i had to go around the houses and over a few fields to find it, though i was probably next to where i started.

Live Chat, 2 mins, Refunded, no issues, Great Service.

I suggest anyone affected goes down this route.

Tikay10

@benc @MISTY4ME


Guys, the techie guys have been working on this - is it any better now?

From where I sit it looks fine, but I can only look at the Lobbies as I don't play on the site.

MAXALLY

Lobby does not highlight when you have reg;d for a tourney (MTT's) like before. Eventually does or when you click on other formats and go back to the MTT Lobby.

I know you are only the middle man @Tikay10 , but can we get one of the tech people to update us on where they are at with improvement/upgrades on this site. TYIA.

Tikay10

MAXALLY said:

Lobby does not highlight when you have reg;d for a tourney (MTT's) like before. Eventually does or when you click on other formats and go back to the MTT Lobby.

I know you are only the middle man @Tikay10 , but can we get one of the tech people to update us on where they are at with improvement/upgrades on this site. TYIA.

@MAXALLY

Hi Alan,

I'm sure they will when they have news to share.

MISTY4ME

Tikay10 said:

@benc @MISTY4ME


Guys, the techie guys have been working on this - is it any better now?

From where I sit it looks fine, but I can only look at the Lobbies as I don't play on the site.

@Tikay10


Hi Tony..... I only played the 6pm freeby last night, and the Tourney Lobby was running about 2 hands behind.

Played the 10.30am sat to Early Semi, and the T.Lobby was updating straight away to start with, but gradually got slower and was about one hand behind. So a bit better, but after a while the lobby just freezes, and you have to refresh (Top Left) ...... which I've been doing for several months now.

As ALAN @MAXALLY says, the Tournament List Lobby doesn't always highlight when you register, and you often have to refresh it 2 or 3 times.

Hope this helps

MISTY4ME

@Tikay10

Just been watching Will @HANSON and had Tourney Lobby up, and it was updating straight away, but I wasn't playing in that one.
I also watched the 1.30pm one which froze with 3 players left

I'm in 3pm early semi, so I'll let you know about that one later.

MISTY4ME

@Tikay10

Hi Tony......... just played the 3pm Early Semi. The Tourney Lobby updated straight away after every hand ....... but then FROZE after every 10 minutes approx.

So better-ish

Tikay10

OK Jez, thanks for the that, I'll feedback to the Office in the morning.

sircryptic

Terrible experience tonight. All the usual stuff like lobby's not updating but that's been the norm for 18 months but random tables freezing tonight and not just me. Spoke to another reg who has had 4+ tables randomly freeze tonight and noticed other players sat out more frequently. These are DYMs btw. Download client. unfortunately when multi tabling and with the hyper structure once you notice the freeze its too late and you've blinded out. I'll get on to live support for a refund... wish me luck! no doubt it will be my fault for multi tabling. Shame on me

Tikay10

sircryptic said:

Terrible experience tonight. All the usual stuff like lobby's not updating but that's been the norm for 18 months but random tables freezing tonight and not just me. Spoke to another reg who has had 4+ tables randomly freeze tonight and noticed other players sat out more frequently. These are DYMs btw. Download client. unfortunately when multi tabling and with the hyper structure once you notice the freeze its too late and you've blinded out. I'll get on to live support for a refund... wish me luck! no doubt it will be my fault for multi tabling. Shame on me

If you are struggling with the DC, I suggest trying the Browser.

sircryptic

Tikay10 said:

sircryptic said:

Terrible experience tonight. All the usual stuff like lobby's not updating but that's been the norm for 18 months but random tables freezing tonight and not just me. Spoke to another reg who has had 4+ tables randomly freeze tonight and noticed other players sat out more frequently. These are DYMs btw. Download client. unfortunately when multi tabling and with the hyper structure once you notice the freeze its too late and you've blinded out. I'll get on to live support for a refund... wish me luck! no doubt it will be my fault for multi tabling. Shame on me

If you are struggling with the DC, I suggest trying the Browser.

Not to be rude Brother but is that going to be the go to response now from the higher ups rather than even trying to address the issues?

The issue with the browser is the tables don't jump to focus when it's your turn to act meaning you can only play a small amount of tables. At least that's the case on my monitor as i have too much table overlap.

good news though i did get a refund. Bad news however as predicted i was told it was my fault that the table froze...

Tikay10

@sircryptic

Read into it what you will, but I was simply trying to help.

I'm pleased you got refunded. CC are generally very helpful.

benc

I had the issue with table freezes three times today, weirdly my other tables continued to run fine so seemed to be completely random. The lobbys have gone back to going bold on first registering for x amount of time and clicking between games will show again when it stops auto going bold. I'm sure all the regs are used to dealing with the issues as much as possible by now, i think the larger problem is people coming on to the site playing the odd game for fun having a very negative experience such as a game freezing or not opening and being put off returning and also communicating the experience to other people playing for fun that it might be a risk to play on sky because they lost money due to something completely out of their control. To be fair the customer service is good with dealing with refunds quickly, but i suspect a fair few people i play at the tables either don't have an awareness of how to go about that or the ease of it, or are just having a quick punt and dont have time to be messing around explaining to a chat service why they want a refund. Tikay you're a huge help in acknowledging these issues, hopefully the process of getting to the bottom of the issues is not being neglected or just put aside by those higher up, i have no idea on the size of the tech team working for sky but the timescale of this issue and the inability to not find a solution doesn't really reflect very well and warrants some sort of accountability and explanation to paying customers i think.

JokerJim95

This happened to me when reaching the final table yesterday, I restarted the app on the laptop a few times but was unable to get the table back however had 2 other tables working fine. Somehow I was able to log on to the mobile app and play the final table on that whilst the computer app stayed logged in to the other tables, I don't think any other sites allow duplicate logins?