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Sky Poker Site Issue - Friday 21st August
Sky_Adam
Member Posts: 419
Dear All,
As some of you will be aware, Sky Poker experienced a technical issue at approximately 10:15pm last night, Friday 21st August.
The issue itself was caused by a total network failure on the Easynet connection between the Sky Poker servers in Harrogate & Guernsey, which resulted in a loss of connection to all Sky Poker players on all tables. The network failure itself was not exclusive to Sky Poker, it will have affected many other businesses and users.
The issue was identified immediately and our technical support team worked tirelessly with Easynet to restore the service as soon as possible, which resulted in the connection being restored at approximately 10:45pm. Sky Poker unfortunately are just as susceptible to these network issues as any other online business. Given the severity of the issue we are extremely proud of our technical support team who were able to restore the service within 30 minutes. Regardless of this you can be assured that we will also be doing our own investigations into this failure behind the scenes in the coming days.
Although the issue itself was out of our control, we are fully aware that this was a very bad experience for all of our Sky Poker players who were affected and we apologise unreservedly to all of you for the loss of service. From a tournament perspective, the down time itself affected all players equally, with blinds being passed around the table. Similarly once the connection was restored all players were then able to reconnect immediately, hence the decision was taken to allow all open tournaments to be played to completion. If anyone was unable to reconnect at all then this is a customer care issue, please contact our support team through the usual channels for assistance.
I have added a £1000 freeroll at 7.30pm tonight which is available for registration now, entry is just 10 poker points and there will be a maximum of 2000 players on a “first come first served” basis.
Once again sincere apologies from all at Sky Poker, we wish you all the best of luck at the tables this weekend.
Best Wishes
Adam
As some of you will be aware, Sky Poker experienced a technical issue at approximately 10:15pm last night, Friday 21st August.
The issue itself was caused by a total network failure on the Easynet connection between the Sky Poker servers in Harrogate & Guernsey, which resulted in a loss of connection to all Sky Poker players on all tables. The network failure itself was not exclusive to Sky Poker, it will have affected many other businesses and users.
The issue was identified immediately and our technical support team worked tirelessly with Easynet to restore the service as soon as possible, which resulted in the connection being restored at approximately 10:45pm. Sky Poker unfortunately are just as susceptible to these network issues as any other online business. Given the severity of the issue we are extremely proud of our technical support team who were able to restore the service within 30 minutes. Regardless of this you can be assured that we will also be doing our own investigations into this failure behind the scenes in the coming days.
Although the issue itself was out of our control, we are fully aware that this was a very bad experience for all of our Sky Poker players who were affected and we apologise unreservedly to all of you for the loss of service. From a tournament perspective, the down time itself affected all players equally, with blinds being passed around the table. Similarly once the connection was restored all players were then able to reconnect immediately, hence the decision was taken to allow all open tournaments to be played to completion. If anyone was unable to reconnect at all then this is a customer care issue, please contact our support team through the usual channels for assistance.
I have added a £1000 freeroll at 7.30pm tonight which is available for registration now, entry is just 10 poker points and there will be a maximum of 2000 players on a “first come first served” basis.
Once again sincere apologies from all at Sky Poker, we wish you all the best of luck at the tables this weekend.
Best Wishes
Adam
Comments
Keep up the good work
Steve (Kiwini4u)
WHY NO INSTANT 5/10 MIN BREAK TO ALLOW ALL PLAYERS TO RECONECT SURLEY THIS SHOULD BE BUILT INTO YOUR RESTARTING PROGRAMS
It's really too early to know at this stage whether the two are related, we couldn't rule it out of course, but that's one for our tecnnical experts to investigate, which will take a little more time.
Both issues willl be investigated thoroughly and we'll know more early next week.
Kind Regards
Adam
With regards to people on cash tables, nobody would have lost any funds since when a player is away he does not post his blinds. It would not be until player was fully reconnected that they would be asked to enter the blinds or sit out again.
Kind Regards
Adam
Hi Adam,
Many thanks for your sincere apologies, it's great to hear that the big companies really do care about us!
I did lose some chips in the process but nothing too drastic, and every player at my table at the time lost similar amounts and so there was no real advantage for anyone, which is good.
As a whole the Sky Poker experience is so good that little blips like this still manage to keep you above the competition (in my eyes at least) and so I will continue to recommend you to all.
Also many thanks for the £1000 Freeroll, i'll be sure to register for that now! Again it's nice to see you offer something back to the customers for the inconvenience, even if the downtime wasn't your fault.
Many thanks,
Rick
Well said Steve ,,,applause to that !!
Tim
I can think of at least two other occasions, in the last 3 months, where the exact same situation has occurred. Both times were very late at night so will have gone un-noticed by most.
Its happened many times before and WILL happen again.
Thankfully, it will not happen to me.
Adam your comments would be greatly recieved in this matter.
The freeroll was a nice way of saying sorry but again what about those who only had access to thier pc/laptop today or even another day??
Also after the loss of connection on the forum there was a post from a sky suit saying that they were looking into the situation and an answer would be posted begining of next regarding all the affected players? So why has a freeroll been posted ONE DAY after the event? surely this is not long enough notice for players?
Please can a member of the sky poker team comment on this??
Firstly, I'd like to thank you and everyone else for taking the time to post their comments on this thread. Clearly opinion is divided here, but as always we will take all points on board.
With regards to players who may have been short stacked, yes I agree that some players will have been impacted by the increased blinds when they returned, at the same time some will have benefited, it is impossible to forecast what may or may not have happened and quantify any advantage/disadvantage gained to each individual player at that moment in time.
Therefore once the connection had been restored the decision was taken to allow the tournament to be played to completion, rather than voiding/settling it immediately, which in our opinion would have been more unfair to more players.
Clearly some players, such as yourself and sharky9999 are not happy with this decision, in which case as I advised on my initial post, I encourage you to raise your complaint with our Customer Care team, who will be happy to assist you.
For the freeroll, Saturday evening was chosen due to it being the busiest time of the week when the majority of players were likely to be available and it was also a sign of an immediate apology from ourselves. Apologies to any of you whom missed the freeroll, we did our best to communicate it via community and advert messaging to the site.
I am closing this thread now, but if you have any further comments then please feel to contact our Customer Care team via the usual channels.
Kind Regards
Adam