SKY Dec-16 Forum Dashboard
Report generated on 12/21/2016 6:08:01 AM
- Capture
- Classify
- Consume
- Comprehend
- Cause
- Compare
880
Queries This Month
- Capture
- Classify
- Consume
- Comprehend
- Cause
- Compare
- Capture
- Classify
- Consume
- Comprehend
- Cause
- Compare
Baseline = Q1 2014
- Capture
- Classify
- Consume
- Comprehend
- Cause
- Compare
- Capture
- Classify
- Consume
- Comprehend
- Cause
- Compare
Top 5 reasons posted yesterday versus previous 7 days
| Company | Reason | Vol Yesterday | Vol Last 7 Days | % Vol Yesterday | % Vol Last 7 Days | % Variance |
|---|---|---|---|---|---|---|
| SKY | Youview/Sky/Virgin | 5 | 9 | 22.7% | 5.8% | 17.0% |
| SKY | Wireless | 3 | 4 | 13.6% | 2.6% | 11.1% |
| SKY | Network | 2 | 1 | 9.1% | 0.6% | 8.4% |
| SKY | Service | 2 | 2 | 9.1% | 1.3% | 7.8% |
| SKY | Other | 2 | 8 | 9.1% | 5.1% | 4.0% |
Top queries received yesterday
| Date | Category | Reason | Sub Reason | Subject | Question | URL |
|---|---|---|---|---|---|---|
| 2016-12-20 | TV | Youview/Sky/Virgin | Sound | Sony AVD-S10 DVD/home theatre 5.1 surround sound | Anyone connected a Sony AVD-S10 DVD/CD super audio & amp with 5.1 surround sound to a sky+ HD box to give 5.1 surround sound. while it is an old unit, it appears to have all the necessary connection (no HDMI), but this goes from sky box direct to TV. the o/p and I/p on both sky and Sony boxes suggest it is possible as it support DD on the optical I/p on the Sony unit. with the below I get no sound through the system even on a DD movie channel., and I have to have Digital audio output HDMI set back to normal to hear anything through the TV. Anyone any any ideas what might be wrong ? Set up ; Sky+ H D 2TB box hdmi connected to Pioneer 43" plasma screen optical out on sky box to optical digital in 1 or 2 sky box sound options set to Digital audio output; optical and HDMI set to DIgital D delay set at 0. thanks, Ian | View |
| 2016-12-20 | TV | Youview/Sky/Virgin | Signal | No signal on over 79 channels | My sky+ box since Feb this year has been slowly losing channels. Did speak to sky technical they suggested that the problem was my end so I've had an independent engineer come out twice since, the second time which was yesterday (19/12/16) they came and tested the signal but unfortunately the signal at the time was good. The engineer tested all the cables inside the property, the switch (as we have communal dish), the dish cabling, the dish alignment and finally decided to replace the LNB just in case. Woke this morning tried putting the cbeebies channel on (624) and got no signal checked the signal strength input 1 zero input 2 almost full signal so I was stumped. I have just checked nearly all the channels and I've lost nearly 90 channels. So i'm completely at a loss please help | View |
| 2016-12-20 | TV | Youview/Sky/Virgin | Guide | seeing your recoding programes when searching tv guide | when recording 2 programes on my sky plus box I find it annoying that I can not look through the tv guide listings or planner without seeing one of the programes I'm recording being shown on the small display box on the top right of the screen. Is there any way to avoid this? It obviously spoils the recorded programe if you've seen important bits halfway through while searching the guide/planner. linlin1954 | View |
| 2016-12-20 | Broadband / Fibre | Wireless | Connectivity | Wifi consistent ly drops | My Sky unlimited broadband has been losing connectivity for a good few months now. Generally diconnecting the router and reconnecting it will fix the problem and it will stay ok for a day or so but now this only seems to be fixing it for a few hours at most and sometimes not even 10 minutes before it drops off again and I'm greeted with that orange face. We do have Christmas decorations up which could be contributing to this issue but it has been happening a lot longer than they've been around so I'm not convinced this is the route of the problem. I've done all the usual fixes, master socket, micro filters etc but this doesnt seem to make any difference. Any help would be appreciated. Router stats are below Router Statistics System Up Time: 03:48:42 Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN PPPoA 33196 40896 0 0 0 00:24:08 LAN Up 24068 10682 0 0 0 03:48:42 WLAN Up 259260 199700 0 1 0 03:48:07 Broadband Link Downstream Upstream Connection Speed 13515 kbps 613 kbps Line Attenuation 25.5 dB 15.5 dB Noise Margin 12.1 dB 6.6 dB | View |
| 2016-12-20 | Broadband / Fibre | Wireless | Signal | Sky WiFi Booster problems | Hi, I'm currently having some problems with my wireless booster that has since now always been great! All of a sudden a couple of weeks ago the WiFi Booster went to only having one solid power light on in a place that has always been brilliant at picking up signal, the router has always maintained the same position also. The WiFi Booster is currently at the top of the stairs, even when taken to the bottom of the stairs (nearer to the router) it still won't pick it up. I've tried the WPS button etc and having spoken with Sky they have sent me a new booster hoping this solved the problem however this still hasn't helped. Any advice would be much appreciated as we currently have a large dark spot in one side of the house where it is needed... Thanks a lot! | View |
| 2016-12-20 | Mobile | Network | 4G | On Demand Failure with Technical error 11 over 4G UKBN wifi | Hi, just thought I'd share some info following a Sky engineer visit that the help desk was not aware of. I have recently signed up to Superfast broadband (In Swindon Villages) provided by UKBN networks. It's not your traditional cable/wire service as we have poor infrastructure but it's delivered via 4G - we have a square areial on the side of the house and a mast in the village. Speeds are good but... When I try and download Sky on demand content I get a technical error 11 (266). I have the same problem on 2 boxes. The Sky help desk called out an engineer and his first question was do you have UKBN / 4G broadband. The age of the box is not the issue as it happens on all. He wasn't sure about SkyQ. The problem as described by the engineer is that the UKBN network cannot process the initial data packet (suggested size was the issue) and therefore the download wont start. This could be an issue with the Sky software or the UKBN infrastructure. Either way, I'm stuffed until either party resolves issue. There is a work around. But it's not pretty. Connect your Sky to your mobile phone / tablet using phone provider 4g signal (o2 etc), start the download, get it to 1%, then connect back to your UKBN network, reset/power off/on and it will continue having got past the initial packet issue. What a faff. I need to try this to prove it. It will of course use my o2 data allowance which is not good. Just thought I'd share. I'm sure there are many others with the same issue in the Swindon area. If anyone has any alternate solutions please let me know as I have fast BB (40+ mbps) but it's no good if I can't download. thanks | View |
| 2016-12-20 | Account & Billing | Service | Poor Service | Appalling Service from Openreach | We have been with Sky since the early days (25+ years) and have all our services with them now (TV, phone & fibre broadband). Our telephone stopped working on 8th December (no dial-tone). I reported it to Sky and was told it would take 3 days to fix. It was still not working on 13th December so I rang again and was told it was scheduled to be looked at the next day, Early morning (around 9am) on the next day the broadband also went down and has not been working since. Openreach (via Sky) said it will be fixed by the following day (Thursday 15th) and then, when it wasn't they said 5opm on Saturday (17th). This also came and went. I rang on Sunday 18th and was told it woud be looked at yesterday (Tuesday). Again, Tuesday brought no change and they said they would look at it today instead. But today I have received a call from Sky saying they will look at it tomorrow with an update on Thursday. This level of service is unbelievable! This is a total of two weeks without a telephone and 8 days without internet. I am so frustrated with the (non) service I am receiving - I can forsee no internet or phone in our house until nest year - thanks a bunch Sky! | View |
| 2016-12-20 | Account & Billing | Service | Poor Service | My Internet is so slow it's beyond a joke now | My Internet is continuing to buffer half way through films and programmes it's really annoying. It's a nightmare when I'm filling in my time sheet online as I'm a bank nurse. I'm thinking of cancelling my subscription as it's nothing but trouble. | View |
- Capture
- Classify
- Consume
- Comprehend
- Cause
- Compare
What's Going Up
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
|---|---|---|---|---|---|---|
| sky->hub | 48 | 58 | 5.13% | 6.59% | 1.46% | ⇧ |
| sky->app | 15 | 26 | 1.60% | 2.95% | 1.35% | ⇧ |
| why->not | 7 | 17 | 0.75% | 1.93% | 1.18% | ⇧ |
| will->need | 5 | 15 | 0.53% | 1.70% | 1.17% | ⇧ |
| iam->not | 19 | 28 | 2.03% | 3.18% | 1.15% | ⇧ |
| amazing->offer | 1 | 11 | 0.11% | 1.25% | 1.14% | ⇧ |
| can->watch | 9 | 18 | 0.96% | 2.05% | 1.08% | ⇧ |
| sky->wifi | 8 | 17 | 0.85% | 1.93% | 1.08% | ⇧ |
| no->internet | 18 | 26 | 1.92% | 2.95% | 1.03% | ⇧ |
| action->not | 1 | 10 | 0.11% | 1.14% | 1.03% | ⇧ |
What's Going Down
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
|---|---|---|---|---|---|---|
| db->noise | 35 | 21 | 3.74% | 2.39% | -1.35% | ⇩ |
| only->one | 14 | 2 | 1.50% | 0.23% | -1.27% | ⇩ |
| what->else | 14 | 2 | 1.50% | 0.23% | -1.27% | ⇩ |
| will->get | 15 | 3 | 1.60% | 0.34% | -1.26% | ⇩ |
| anyone->help | 24 | 12 | 2.56% | 1.36% | -1.20% | ⇩ |
| downstream->connection | 30 | 18 | 3.21% | 2.05% | -1.16% | ⇩ |
| db->db | 33 | 21 | 3.53% | 2.39% | -1.14% | ⇩ |
| line->attenuation | 34 | 22 | 3.63% | 2.50% | -1.13% | ⇩ |
| broadband->downstream | 28 | 17 | 2.99% | 1.93% | -1.06% | ⇩ |
| link->downstream | 28 | 17 | 2.99% | 1.93% | -1.06% | ⇩ |
Current Month = Dec-16
About this dashboard
This dashboard gives an analysis of the queries that have been asked at http://helpforum.sky.com
We perform this analysis by automatically classifying the post title and question into a category, reason and sub reason which can then be used to measure performance against a historical baseline and competitor results.
CXInsight.co.uk uses the latest data mining techniques to extract customer insight from social media providing a platform to drive better business decisions.
Using a combination of web crawling, information extraction, text analytics and business intelligence, CXInsight.co.uk brings structure to unstructured content and turns conversation into meaning and actionable insight.
To find out more get in touch at info@cxinsight.co.uk