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    The Floods

    This is a discussion on The Floods within the Everyday Life forums, part of the Community channel category; Background I am one of many regular contributors to the forums and our collective input has benefited many of Sky's ...

    1. #1
      Scubbie's Avatar
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      The Floods

      Background
      I am one of many regular contributors to the forums and our collective input has benefited many of Sky's customers. Some of the topics are relatively easy to resolve, whilst others may require a little more work. There are some things though that are outside our control, such as the events we have all heard through the news. Whilst we may be able to offer supporting advice and point people in the correct direction, ultimately some things will need a little more work.

      The recent weather patterns have created a whole raft of problems, that have affected a lot of people in the UK. Including thousands of people who have been made temporarily homeless and many businesses have been affected as well.

      Whilst the latest issues have mostly been in northern England, this month there have also been people affected Ireland, Northern Ireland, Scotland and Wales.

      The Floods-storm-frank-batters-scotland.jpg

      Once the water has rescinded though the clean up can begin. Various firms will need to be contacted, such as insurance companies, electricity and gas suppliers and the water board so that bills are handled in a suitable manner.

      Sky is a service provider and at some stage customers will contact them as well.

      What can Sky do to help their customers
      It would be nice to know what Sky are doing to help their customers who have been affected by the floods.

      Also this past year has seen Sky build their own local infrastructure in places such as Basingstoke and jointly with CityFibre and TalkTalk in York to provide customers with a faster and more reliable broadband service . This will have new implications for Sky as previously they have mostly been reliant on Openreach for the local infrastructure and backhaul.

      First things first though, I am sure that those affected will have needed to deal with far more important things first, such as getting their family and themselves to safety.


      Ways to Contact Sky

      Contact Us: www.sky.com/contactus
      Website help: Sky Help: Help with your Sky products during bad weather

      The above links will provide you with more direct numbers but if you are unable to access the Internet you may call a more general number:

      Tel: 03442 411 411

      When using the 03 numbers to contact Sky they are free from any Sky Talk line at any time of the day. If you are using any other line then they should be charged at a normal rate and included in any call plan you may have with that provider.

      The Floods-cumbria.jpg

      Q&A

      One of the worst things that is happening for many is that when the rivers burst their banks the flood waters enter their homes. For many this can mean moving their valuables upstairs where it is hoped that they will remain protected.

      Sadly this is not always possible and we have seen on the news various communities using Skips to have all the water damaged possessions removed. In other cases the news has shown items floating down the road.


      Q. Whilst many are insured, how does Sky help those Sky customers whose Sky TV boxes and routers have been damaged by the flood water?

      A. Many of our customers have Sky Protect Plus or Service Call Protect, extended warranties offered by Domestic and General Insurance plc (D&G), the only insurance company endorsed by Sky. Customers with existing policies can contact D&G on 08005614538, where they’ll support them further.

      Customers without Sky Protect Plus would need to claim the cost of new boxes through their home and contents insurance. We can let the customers know what the cost of new boxes are for them to claim from their insurance.


      Q. For many the floods can mean that they must leave their homes for an average of 9 months whilst their homes are dried out and finally redecorated. They may wish to watch Sky TV but will be at a temporary address. How can Sky help here?

      A. If our customers are going to be moving to other accommodation for that duration, we’d recommend contacting us (Sky) to arrange a Home Move for them. More information on Moving Home is also available on Sky.com and customers can arrange this online if it is easier for them to do so.


      Q. Sky also provide landlines and if the customer will not be living in their home for many months, do Sky keep the telephone numbers reserved?

      A. At present we don’t have the capacity to keep the telephone numbers reserved. We will discuss this with our customers when they call us to ensure they understand any impact this may have on them personally.


      Q. Some telephone providers will divert incoming calls to a mobile phone at no extra charge when the landline is down. Does Sky currently offer this service? If not, are they considering it?

      A. Normally, we’re able to divert incoming calls to another landline or mobile by adding the Call Diversion Call Feature to our customer’s subscription.

      Due to the flooding, we may not be able to add this feature if the exchange the customer is connected to has also been impacted by flood water. Our team can discuss this with our customers to see if this is something we can arrange. If our customers can take advantage of the call feature, there is a charge of 2.50 per month for Call Diversion. There are some call charges applicable to this service, full details can be found on Sky.com and are also listed here:


      • The diverted part of the call is charged to the Sky Talk customer at the standard Sky Talk rate depending on the type of phone the call is diverted to, e.g. mobile.
      • The person calling is charged for a standard UK landline call and will be charged as normal by their calls provider.



      Q. With all the problems going on, does Sky continue to bill the customers who will not be at home and able to appreciate the benefits of their Sky TV, telephone and broadband services?

      A -
      We encourage our customers that are impacted by flooding to contact us as soon as they are able to on 0800 0158 639 (lines open 08:30 to 20:00 Mon-Sun) where our teams will be on hand to talk them through any options available to them.


      Q.
      Since any Sky Store items that have been purchased are attributed to the account, will they be made available when the Sky customer is able to return once they have finally moved back home?

      A - Yes, Sky Store purchases are stored in our customer’s account. These can be accessed through our Sky Store site and they can be restored in the customer’s planner on their Sky boxes. Full information is available on Sky.com or alternatively our team at Sky can help with any enquiries related to Sky Store.


      Q.
      Many Openreach telephone exchanges will have been damaged. Typically how long does it take for Openreach to get a telephone exchange up and running again before Sky can install their replacement LLU (Local Loop Unbundling) equipment?

      A.
      Openreach do all they can to get their exchanges repaired as quickly as possible. Some of the exchanges will have been severely damaged and require water to be pumped out, so this may take longer than any of us would like. At this stage, they will be assessing any damage and taking steps to repair this as soon as possible for all the customers served by these exchanges.


      Q.
      How much longer does it then take for Sky's customers to be reconnected to a 'normal' service.

      A.
      As the damage to exchanges is currently being assessed, we’re unable to give timescales for services to start up again.


      Q.
      With the Fibre services also being flooded, how much more time would it take for these also to be made available?

      A. At this stage, we are unable to give timescales until Openreach are able to assess the damage and get repairs underway.

      The Floods-drone-image-york-underwater.jpg

      Recently we’ve seen the floods which have affected York. This is where the joint work from City Fibre, TalkTalk and Sky has produced the new FTTP product known as Sky Ultra Fibre Optic Broadband or UFO.


      Q.
      Have the floods damaged any of the homes where UFO has been installed? If so, how is sky helping these customers/trialists?

      A. Our trialists were contacted and thankfully were not affected by the floods, their Ultra Fibre Optic service continued to work without any problems.


      Q.
      Has any of the infrastructure been damaged? If so, what is the expected repair time and who will be performing the work?

      A. We are currently conducting an audit of the infrastructure in York to understand if anything needs fixing.


      Q.
      With the floods in Ireland, there will have been much damage there as well. The infrastructure is managed by a different company to the rest of the UK with. How does the response compare to that in the UK?

      A. We do not have any information on this and therefore cannot make any comparisons.


      Q. With this bad weather lots of people have been left without power and telecommunications for long periods of time. What levels of compensation is Sky able to offer when the customers own home has been fine, but where the telephone exchange and/or the street cabinet has been affected?

      A. Our team at Sky are able to support customers who are experiencing problems with their exchange. As these customers are not able to use their service, we will not expect them to pay for their phone or broadband products. Once the fault is rectified we will credit their account for the loss of service from the date they notified us of the problems.


      A big thank you to the people at Sky for responding to these questions. I trust that their answers will provide some kind of help to those who have been affected.

      All photos used are from the Sky News (2015) site with consent.
      Last edited by Scubbie; 11-01-16 at 03:38 PM.
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      Re: The Floods

      Whilst the latest issues have mostly been in northern England, this month there have also been people affected Ireland, Northern Ireland and Wales.
      ...and NE & SW Scotland.

      TomD


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      Re: The Floods

      Thank you Tom. I could have sworn that I'd specifically mentioned Scotland in the original draft. I've added it back in now.

      The first picture is actually from one of the news reports about Storm Frank as it battered Scotland.

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