- Text TAPS is here
- SkyMaster3 re-charge process
- SkyMaster3 field reporting tool
- New videos added to our YouTube channel
- MDU's what do you do?
Text TAPS
We are a small team of 3 and at times we get a larger than normal amount of calls, this makes it more difficult to answer you right away.
We don't ever want to make you feel like you are being ignored so we have introduced a new text TAPS escalation service and the process is simple.
- Text 07866 920 482 with a description of what you want to talk to the team about.
- You will get a confirmation message that the TAPS team have been advised of your issue and will call you back on the number that you text from.
- As soon as one of us are available we will call you right back and help you out with your enquiry.
Check out the highly informative video that outlines the process and don't forget to hit that subscribe button at the end to get notified of new video content.
SkyMaster3 re-charge process
Why is there a recharge process?
Investing money into the right tools and equipment to help you continue offering the best service in the country is extremely important to us. Equally, making sure that these tools and equipment are looked after is also important.
The Process was introduced back in June 2016 the TAPS team deal with a large amount of calls regarding the SM3, ranging from:
- Lost
- Stolen
- Meters being driven over by engineers or customers
- Broken screens
- Water ingress
- Broken Batteries
- Internal Panel Damage
- Snapped power ports
- Damaged F connector
- White Screen due to bent internal front panel
- Batteries entering a deep discharge state due to poor charging and not conditioning the battery every 6 months.
And many more... Check out the photos below for a better understanding.
How big is the issue?
The Issue is a lot bigger than you might think.
We currently have close to 3000 engineers in the field. We have compiled returns and repair data from the last 3 months during that time we had 334 meters returned to UTL for various reasons.
- 192 (57%) of the units returned to UTL had a fault and had to be shipped to Rover in Italy for repair.
- Of the 192 shipped 32 units (17%) are still to be repaired.
- 26 Units (14%) Rover repaired free of charge (FOC) as the fault was covered by the warranty.
- Rover have already repaired 134 (69%) units.
- Rover showed that damage/fault found and repaired could have been avoided and Sky was charged not only for the shipping to Rover and the repair but also to ship them back as they fall outside of the agreed warranty conditions.
What can it cost the business?
A SkyMaster3 costs the company on average £500 per unit. If the meter gets a cracked/smashed screen it can cost the company close to £250 to get this unit swapped in the field, sent to Italy, repaired and returned ready to be deployed back in the field. Depending on the time of year (Italy & UK holidays) the process can take 2-8 weeks.
Below you can see a detailed overview for the first 3 months of 2017
How does the process work?
When a meter is faulty or is damaged it has to be repaired at Rover in Italy. They carry out the required repairs and send us a report. If Rover demonstrate the repair is out of the agreed warranty by showing the damage or fault could have been avoided then a 'SkyMaster3 Recharge - Advance Notification' is sent to the engineer.
How much is the recharge?
- £25 for not returning a faulty charger
- £100 for repairable damage
- £150 for a meter that is lost/stolen or Damaged beyond economical repair. (BER)
Can I appeal?
Of course, if you get a 'SkyMaster3 Recharge - Advance Notification' it is just that. At the end of the email is a link to take you to the appeals form.
- You have 14 days from the notification to lodge your appeal.
- If you do not respond to the appeal we will assume you accept the recharge and will have the recharge applied.
- Once completed your manager and the TAPS team will be notified.
- We will look over your appeal and review the supporting evidence you've provided to determine the next step.
- If we believe a recharge should be enforced we will pass all the details to your RM who will look at the facts and evidence presented and will ultimately have the final decision.
The recharge and appeals process remain fair and impartial each step of the way.
When I sent my meter back there was no damage so why am I being charged?
The meter has a tough outer shell but the internals are delicate.
The Photos above show both front and rear panel damage caused by a strong shock to the unit.
This type of shock damage can damage WIFI cards, batteries and many other components, some of which may not become immediately apparent (Damaged battery may continue working but will degrade at a faster than normal rate). Front panel damage can cause white screens, stuck buttons and more.
If you notice your meter not working as it should be contact a member of the TAPS team.
Below we have some close up pictures of damage. This is just a small selection of the damage seen during repair and extra care must be taken.
What is the correct way to store my SkyMaster3?
The meter should be stored in a secure location where it can not swing and can not have anything dropped on it. Ideally you should clear some space on a shelf and make sure that you remove the fly lead before storing to limit stress on the RF input connector.
If you have not done so already, ask your manager to order you:
- Pre-made yellow fly lead
- Right angle connector
- 2 x Push Fit F Connectors
Digimeter portal
It has taken longer than we expected but there is no doubt that you would have heard about the digimeter reporting tool by now.
What is it?
The quality and reliability of the signal presented to a Sky STB is fundamental to the quality of the viewing experience a customer has, and from the outset of the Sky Master 3 (SM3) project one of the aims was to deliver a reporting capability which allows Sky to better understand the quality of installation and service work in respect of signal reception at a customers home. Data collected by an engineer using a combination of the SM3 and iPad on site can be returned alongside job sign off information and can now be reviewed via a data portal.
What information can be seen?
From all the information that is uploaded the portal works out a number of things
- The Channel Plan on the meter used to complete the uploaded datalogger
- The Firmware on the meter used to complete the uploaded datalogger
- If a data logger has been uploaded more than once - (You have more chance of winning the lottery twice then you do getting a data logger to match exactly).
- Jobs where digimeter data should have been added to field services but was not.
- If the alignment of the dish is below 95% of the achievable signal.
- Dataloggers uploaded to a visit with failed transponders
- Cloud cover comparison between the upload station in Chilworth to the postcode of of the visit you attended.
This information can be broken down to individual, team, region, departmental and national.
We currently have almost 3000 engineers in the field but only 1492 engineers have uploaded any data to field services during the last week. This is roughly 50% of our workforce uploading data.
Of those 1492 we can see the following
- Only 892 are on the correct Firmware 1.43a
- Only 1294 - Using the correct channel plan. Did you know that the channel plan was updated to AS1D17 this week.
You should always ensure you are on the correct channel plan and firmware
How to check you are on the correct channel plan and firmware
The TAPS server site always displays the latest channel plan and firmware. It also shows the date that the file was updated
You can cross reference the data on the server with your SkyMaster3. Simply turn your meter on, select setup and then select meter info.
I always upload data to a visit so why am I getting told I'm on the wrong channel plan and Firmware?
- If this applies to you, you might be uploading old data to each visit you attend.
- The data has to be downloaded from the meter into local files then uploaded to field services
- This process must be completed on every visit
- Completing a datalogger doesn't transfer the data results to the local files automatically.
Have a look at the flow diagram below which explains.
This short video will remind you how to transfer the data needed.
New videos added to our YouTube channel
Always looking to help and support we have added 5 more videos since the last newsletter. The latest videos cover issues you might come across when using the SkyMaster3, Check it out and be sure to click the subscribe and notification buttons to be alerted when we upload a new help video in the future.
MDU's what do you do?
TAPS & Sky Homes receive many calls each day asking for information on MDU (Multi-dwelling unit) systems.
We have worked closely together to deal with the most frequently asked questions and will be releasing an information pack to help make things clearer.
It will cover:
- Can I install Q in a MDU system
- Sky Q service in an MDU system
- Who are the ASHA's?
- Block Enhancement and what does it mean?
- What is an upgrade?
- What is a dSCR?
- Powering of a dSCR
- How many cables need to be used
Keep your eye on the Friday Focus (14th April)