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    Sky.com sending bogus e-mails from SMTP server, yet "Customer Support" unable to escalate.

    This is a discussion on Sky.com sending bogus e-mails from SMTP server, yet "Customer Support" unable to escalate. within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello SkyUser Bulletin Board users. It appears that the referral address 'abuse@sky.com' has a 'cone of silence' when it comes ...

    1. #1
      Richard_Canada_Yahoo's Avatar
      Richard_Canada_Yahoo is offline Sky User Member
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      Sky.com sending bogus e-mails from SMTP server, yet "Customer Support" unable to escalate.

      Hello SkyUser Bulletin Board users.

      It appears that the referral address 'abuse@sky.com' has a 'cone of silence' when it comes to being fingered as the source of rogue e-mails generated by an IP address that falls within the domain of 'sky.com', and that there is an Island of knowledge that is not being shared with the customer service reps.

      Recently I received a spam email.

      This singular event is not unusual, nor unknown from happening in the internet world of e-mail.

      But the wholehearted effort from Sky Broadband is abhorrent, and useless.

      The web page for Sky.com broadband reports of abuse, are useless when you are outside of the network, and it appears that the technical group go to great lengths to isolate the e-mail providers from the actual team that that can implement a fix.

      Now, to give credit, where it is appropriate, perhaps, it is not customer support's responsibility to inform the abuse desk about e-mail related issues, but at least I would expect a client representative to be able to say if they do support e-mail or not.

      It appears that there is no accountability, when an incoming call arrives at the Customer Support desk for 'Out-of-network' or extra-net problems, but at least the people at Customer Service should be able to contact the folks at the server farm, or arrange a trouble ticket to be issued.

      Alas, Sky.com have failed, in that the only effort put forth is to advise, "Due to privacy regulations, we cannot do anything to assist with regards to a server in our own domain that is sending out e-mails because it has a virus in the e-mail server.'

      They (the agents at sky.com) do not have an escalation chain where their servers will get fixed, other than sending e-mail to 'abuse@sky.com'.

      This is Customer Service at its worst, and no wonder, Sky.com is shedding customers.

      If anyone can advise, where to escalate an errant server problem to I would be appreciative of the info.

      Sincerely,

      Richard_Canada_Yahoo


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    3. #2
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: Sky.com sending bogus e-mails from SMTP server, yet "Customer Support" unable to escalate.

      As it says in the top banner this is not an official Sky forum, you should contact the official forum here with your complaint -
      Home - Sky Community

      TomD


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