I told them of multiple complaints from other poker players and got this reply... I am aware of connection issues. However not every connection issue is from Sky Pokers side Martin. You shouldn't believe everything you read. Posted by christiann
I would like to apologise for the disconnection issues that you have been experiencing over the weekend, and I would like to thank you for raising the issue with us.
Our IT team are currently investigating to try and find the root cause and resolve this as quickly as possible. Once this has been concluded I will provide you with an update.
Just adding a couple of points to Bernie's post....
I'd like to apologise this thread wasn't picked up sooner for an 'official response'. We strive to provide you all with a great customer experience and we'll be reviewing the weekend's events to ensure we are quicker in picking threads of this nature (especially during weekend's when we might not have quite as many staff in as usual).
Regarding the response from our customer care team -
I'd again like to apologise for the incorrect information that was given out by our customer care team. This appears to have been an honest mistake and i'd like to confirm that we do fully encourage our customers to play on more than one table at a time (if they wish to do so). I fully realise this mistake must be frustrating but we're really grateful for you patience here. We'll again be reviewing this to ensure we improve for next time.
Thanks again guys and please keep a look out for our response regarding the technical problems you experienced. (This will be coming as soon as our technical investigations are complete).
I HAVE BEEN HAVING THE SAME PROBLEM LAST FEW DAYS, AND WAS ON LIVE CHAT THIS MORNING, TELLING THEM AND WAS TOLD THERES NO PROBLEM THERE END, WELL HAVING READ THIS, I CAN SEE IT IS SKY POKER, AS ITS NOT JUST ME, AND IT ALL STARTED AFTER THE SITE WAS DOWN LAST WEEK, SORT IT OUT SKY IVE LOST ALOT OF POTS BEAUSE OF THIS, AND WILL BE E-MAILING YOU
Hoped it might be fixed this morning but hey ho almost straight away this morning I ended up getting auto folded having raised with top pair due to disconnect.
It seems to be getting worse not better...on average every 15 mins I would say.
Hi Rich - will there be refunds available for those who have been affected?
Also is there a way that Sky could look at when each user was disconnected and grab the hand ID numbers from that? I play 4-6 tables at a time on Sky and as you can imagine the sheer number of hands that I've played in the last 3/4 days is quite large.
Thanks again tho for coming in with a professional response. Was gobsmacked when I was talked that multi-tabling was discouraged by Sky Poker lol.
Hi Rich - will there be refunds available for those who have been affected? Also is there a way that Sky could look at when each user was disconnected and grab the hand ID numbers from that? I play 4-6 tables at a time on Sky and as you can imagine the sheer number of hands that I've played in the last 3/4 days is quite large. Thanks again tho for coming in with a professional response. Was gobsmacked when I was talked that multi-tabling was discouraged by Sky Poker lol. Posted by scotty77
Hi Scotty,
Let's wait and see what the result of the investigations are. After they've been made there will be further announcements from the team.
In Response to Re: Is anyone else experiencing constant disconnections? : That one above was final table in the Bounty Hunter, and effectively killed off any chance I had to make the money. I have asked Sky for compensation and will let you know if i get any joy. If I dont I am withdrawing my funds and playing elsewhere. Posted by caspar10
This what I got back. Note that I use Sky Broadband and have no internet connectivity problems whatsoever normally.
I like the bit about 'since you made final table there cannot be anything wrong our end'. On my way to FT I had survived about 3 earlier disconnects but recovered without losing too many chips. It was just the final disconnect that killed off my chances to cash.
Rich, I hope you are reading ths reply from Lizelle and will speak to the customer care team. It is totally unacceptable that they are refusing to acknowledge any problem or to consider giving any refunds.
Hi Caspar, Thanks for your email.
Sky Rich has confirmed that certain players were having difficulty but, the site was up and running fine and the fact that you were able to make it to the last hand of the tournament indicates that there was no problem on our end as the table was up and running smoothly. You need to ensure that you are using the Minimum software requirements needed to game on the site you need to be using either Internet Explorer or Mozilla Fire Fox as a web browser coupled with the latest version of Adobe Flash Player. Another factor that could effect your connection is the type of connection you are using as wireless connections are not stable connections and are known to cause delay and disconnection. I would suggest that if you are connecting via a wireless connection you try and connect directly through the router as this would act to stabilize your connection. If, you have any other queries feel free to contact us again.
Hi Caspar If this problem wasent so serious the reply you recieved from Sky would be quite funny . Just who do Sky think they are kidding ,this is not just a one off as they must be able to see by the amount of posts on the subject .I really do hope that Sky Rich is able to knock some sence into the so called CUSTOMER CARE team, they seem to think that they are dealing with a load of complete idiots . It would make a nice change for someone from the CC team to come on here and tell the truth rather than just hiding behind a desk and a telephone .I cant see that happening to be honest but we live in hope ,come on SKY pull your fingers out and get this problem sorted now .
I have to say that they MIGHT be onto something with the wireless connection. I used to have problems when I was wirelessly connected with AOL and a BT line but since I switched to cable with a direct connection I haven't had a single disconnect, other than those that have affected the entire site.
This is getting beond a joke , just been watching not playing a big cash game on the £2-50/£5-00 tables and i got disconnected within 3 minutes SKY YOU ARE A LAUGHING STOCK the only thing you care about is taking peoples money full stop . If you would like to prove me wrong which by the way i would love you to do , GET THIS PROBLEM SORTED AND LET US KNOW WHAT IS GOING ON ....................Thank you .
Hi guys. Been away for a while and just started grinding properly last nihgt. Since then I'm getting random disconnections which has cost me quite a lot of pots. My internet connection is still working as other sites work, as well as other poker sites and MSN. It's happening on multiple computers as well. After 30 seconds the connection restores. Posted by scotty77
We are currently experiencing intermittent technical issues with Sky Poker which is causing some customers to temporarily disconnect. Our technical team are aware of the problem and are looking to get it resolved as soon as possible. Apologies for any inconvenience this may have caused.
We are currently experiencing intermittent technical issues with Sky Poker which is causing some customers to temporarily disconnect. Our technical team are aware of the problem and are looking to get it resolved as soon as possible. Apologies for any inconvenience this may have caused.
Comments
report him to Sky Rich/Des Duffy,
11 times in 2 days and always on turn or river when i've got cash in the pot , thats on cash, mtt and sit an' go
think i ll just jump ship for a few weeks till its sorted.. only play micro , but thats really important, we all deserve a working site !!!
Hi all,
I would like to apologise for the disconnection issues that you have been experiencing over the weekend, and I would like to thank you for raising the issue with us.
Our IT team are currently investigating to try and find the root cause and resolve this as quickly as possible. Once this has been concluded I will provide you with an update.
Kind regards,
Bernie
Just adding a couple of points to Bernie's post....
I'd like to apologise this thread wasn't picked up sooner for an 'official response'. We strive to provide you all with a great customer experience and we'll be reviewing the weekend's events to ensure we are quicker in picking threads of this nature (especially during weekend's when we might not have quite as many staff in as usual).
Regarding the response from our customer care team -
I'd again like to apologise for the incorrect information that was given out by our customer care team. This appears to have been an honest mistake and i'd like to confirm that we do fully encourage our customers to play on more than one table at a time (if they wish to do so). I fully realise this mistake must be frustrating but we're really grateful for you patience here. We'll again be reviewing this to ensure we improve for next time.
Thanks again guys and please keep a look out for our response regarding the technical problems you experienced. (This will be coming as soon as our technical investigations are complete).
Rich
I HAVE BEEN HAVING THE SAME PROBLEM LAST FEW DAYS, AND WAS ON LIVE CHAT THIS MORNING, TELLING THEM AND WAS TOLD THERES NO PROBLEM THERE END, WELL HAVING READ THIS, I CAN SEE IT IS SKY POKER, AS ITS NOT JUST ME, AND IT ALL STARTED AFTER THE SITE WAS DOWN LAST WEEK, SORT IT OUT SKY IVE LOST ALOT OF POTS BEAUSE OF THIS, AND WILL BE E-MAILING YOU
It seems to be getting worse not better...on average every 15 mins I would say.
Also is there a way that Sky could look at when each user was disconnected and grab the hand ID numbers from that? I play 4-6 tables at a time on Sky and as you can imagine the sheer number of hands that I've played in the last 3/4 days is quite large.
Thanks again tho for coming in with a professional response. Was gobsmacked when I was talked that multi-tabling was discouraged by Sky Poker lol.
Hand History #289498279 (12:11 13/09/2010)
Let's wait and see what the result of the investigations are. After they've been made there will be further announcements from the team.
thanks for being patient.
Rich
That one above was final table in the Bounty Hunter, and effectively killed off any chance I had to make the money.
I have asked Sky for compensation and will let you know if i get any joy. If I dont I am withdrawing my funds and playing elsewhere.
This what I got back. Note that I use Sky Broadband and have no internet connectivity problems whatsoever normally.
I like the bit about 'since you made final table there cannot be anything wrong our end'. On my way to FT I had survived about 3 earlier disconnects but recovered without losing too many chips. It was just the final disconnect that killed off my chances to cash.
Rich, I hope you are reading ths reply from Lizelle and will speak to the customer care team. It is totally unacceptable that they are refusing to acknowledge any problem or to consider giving any refunds.
Thanks for your email.
Sky Rich has confirmed that certain players were having difficulty but, the site was up and running fine and the fact that you were able to make it to the last hand of the tournament indicates that there was no problem on our end as the table was up and running smoothly. You need to ensure that you are using the Minimum software requirements needed to game on the site you need to be using either Internet Explorer or Mozilla Fire Fox as a web browser coupled with the latest version of Adobe Flash Player. Another factor that could effect your connection is the type of connection you are using as wireless connections are not stable connections and are known to cause delay and disconnection. I would suggest that if you are connecting via a wireless connection you try and connect directly through the router as this would act to stabilize your connection. If, you have any other queries feel free to contact us again.
If this problem wasent so serious the reply you recieved from Sky would be quite funny . Just who do Sky think they are kidding ,this is not just a one off as they must be able to see by the amount of posts on the subject .I really do hope that Sky Rich is able to knock some sence into the so called CUSTOMER CARE team, they seem to think that they are dealing with a load of complete idiots .
It would make a nice change for someone from the CC team to come on here and tell the truth rather than just hiding behind a desk and a telephone .I cant see that happening to be honest but we live in hope ,come on SKY pull your fingers out and get this problem sorted now .
If you would like to prove me wrong which by the way i would love you to do , GET THIS PROBLEM SORTED AND LET US KNOW WHAT IS GOING ON ....................Thank you .
We are currently experiencing intermittent technical issues with Sky Poker which is causing some customers to temporarily disconnect. Our technical team are aware of the problem and are looking to get it resolved as soon as possible. Apologies for any inconvenience this may have caused.
Kind Regards
Caroline
Customer Care Team
We are currently experiencing intermittent technical issues with Sky Poker which is causing some customers to temporarily disconnect. Our technical team are aware of the problem and are looking to get it resolved as soon as possible. Apologies for any inconvenience this may have caused.
Kind Regards
Caroline
Customer Care Team
Does anyone know the e-mail address to send a complaint to about losing money because of disconnection problems ,caused be sky.