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Working Time
Regardless if you work 8 or 9 hour rota, your start time is 8.00 am. You are required to be on route to your first customer or stock lock location no later than this time. Likewise, when you have completed your route for the day, you are required to put a message on the teams telegram stating you are finished and the post code area you are in. It is then your responsibility to contact your team mates and offer support. This can be by helping them with outstanding work or taking work from them. If no one requires help then you must contact the Team Manager or Cover Team Manager who will give you guidance on what is required. At no point does anyone engineer go home early whilst everyone else is still working without the consent of the Team Manager or cover Manager.
Prior to logging onto your IFS app you must log into I Know 2 every day and check the latest updates and the TV Status page for any new information. This will keep you up to date with daily new information and critical updates
1. The ETA
• Ring the customer the night before and provide a 2hr window • Ask the customer if they have received their SKY Q Hub, is it installed and up and running? (if not, ask them to follow the instructions and setup in preparation for your visit) • Check if the customer has received their new viewing card in the post • Ask the customer to download the SKY Q App onto their tablet, you will explain more when you arrive • On the day, if you’re running late /behind update the customer and keep them informed, also give them a courtesy phone call to let them know you’re on the way – Keeping your customer informed will help with NPS &C/sat results • It is good practice to have as much knowledge as possible prior to a visit so you are prepared
2. MFT Compliance
• Before travelling to any visit select on route • When you arrive at your visit select on site • Complete a thorough risk assessment prior to starting any work at the customer’s property • Discuss all aspects of the installation/service visit with the customer before starting any work, including where all drilling is required to take place • On service calls, you must identify the correct fault and detail this on your MFT device in the drop down box. Once the service call is completed you must also select the correct actions you have taken to repair the system. • You must sign off the visit as complete before moving onto your next visit
3. Arrive On Site
• Smile and introduce yourself, remain polite and professional at all times and in full uniform • Check with the customer as to where they intend to have the STB(s) • Check the Sky Q Hub is installed correctly and up and running • If the Hub is not installed then you will need to do this before you do anything else, whilst the router is settling ask about the dish location etc. • Once everything is up and running and you know where the STB(s) are going, you should perform a Wi-Fi check throughout the house with your Sky master 3 • Start at the router then move around to where the boxes are going to be located to check you are receiving a good network coverage. (Your meter refreshes every 30 seconds so ensure you take your time) • The Sky Q silver box would be suited in a room with the best Wi-Fi signal, carrying out your checks in advance will confirm the ideal location. • If there is poor Wi-Fi coverage in a room where the STB is intended to be Installed, you may need to consider installing Sky boosters
4. External Work
• In most cases you will be required to change the dish and install a new LNB • As per working practices if the current dish is old, discoloured or dented in any way then this should be changed to provide the best service for our customers • Always check the cable for breakages/barrels and replace the cable if necessary (if new cable cannot be used then this must be escalated to your TM) • Always change the F-connecters at the dish to the new style connecters • Perform a data logger at the dish end • Ensure that all entry/exit holes are sealed with sealant and a burst plate is used • Ensure that the eyebolt hole is capped • Old dishes/cable or any other rubbish must be removed from the customer’s property • It is mandatory that NO stock is left with a customer for an independent company to install
Mini Loggers
A mini Logger is performed at the dish. This is the process when you align the dish using the 6 Transponders. You must do the following: Obtain the optimal Signal 7db or as close as possible. Do not leave a Dish aligned with a signal lower than 5db (always take into account the db. drop per 10mtr of cable when aligning the dish) Once the dish is aligned, upload the Mini Logger to your IPAD at every visit.
Data Loggers
2 Data Loggers need to be run on every visit. 1 at the dish and 1 inside the property. Both Data Loggers need to be uploaded to your IPAD at every visit. If at any point these cannot be done then you must escalate to your Team Manager and add the details to the S03 Daily Update. Mini Loggers and Data Loggers are now KPI measures and you will be monitored on these weekly as we move forward.
How to run a data loggers and upload to IPAD
DATA LOGGERS + MINI LOGGERS AT DISH: SAT FINDER – Find signal, Lock it off and Press OK + LOGGER AT DISH: HORIZONTAL & VERTICAL – ALL GREEN TO PASS – Logger on menu, Save under logger 1, swap to 2nd feed half way through. + LOGGER AT CABLE: FIND SIGNAL – ALL GREEN TO PASS – Logger on menu, Save under logger 2, swap to 2nd cable feed half way through. UPLOAD TO IPAD +SYNC on SM£ +CHECK IPAD SETTINGS, MAKE SURE SM3 IS CONNECTED + OPEN SMART APP + CONNECT + GO TO INSTRUMENT FILES + CLICK MINI LOGGER – CLICK DOWNLOAD + CLICK LOGGER 1 – DOWNLOAD, SAVE AS DISH + CLICK LOGGER 2 – DOWNLOAD, SAVE AS CABLE + GP TO IPAD FILES + CLICK EDIT + HIGHLIGHT ALIGN DISH AND CABLE + CLICK MIDDLE ICON TOP RIGHT (page icon) + COPY TO FIELD SERVICES
5. Internal Work
• Ensure all grommets are inserted on exit/entry holes • Check/change to new F-connecters and perform data logger where the STB is going to be installed • Once all data loggers have been completed, upload and attach to the job sheet (There should always be 2 separate data loggers)
Installation - Please refer to the iKnow 2 article Sky Q Installation guide for the correct process to follow
Troubleshooting
• If there is more than one mini box, go the closest room to the Hub or Sky Q box. Avoid starting too far away, this helps create the Wi-Fi hotspots from the start and a strong connection throughout. • Connect to the network using the directions through the box, then WPS the router to make sure it connects on 5Ghz. (Using the WPS button to do this initial connection has led to problems with it only connecting at 2.4Ghz) • In some instances a message may come up stating there has been a problem connecting. Let the box restart, when it reboots follow the steps to connect it to the network once again. • It has been found that connecting to the Q silver seems to work better than the router but not a necessity if it's out of range. • If the box starts up with “press WPS button on nearest box" then simply go to the nearest device and hold the WPS down. • Do not try and perform software downloads on mini boxes simultaneously, it will kick it out on all boxes, do them one by one • Once all the STB(s) are connected use the chrome app to check the devices and the mesh is all good. If they are connected and green, then it's a good network. If any connection is red or Amber, consider moving boxes or putting in a booster.
The Showcase
• Consider starting the showcase whilst the mini boxes are performing their software download – this is also a great time to find out what other channels your customer may or may not have signed up for • Tailor the showcase by showing the customer how Sky Q works • Ask questions around what the customers reasons were for choosing Sky Q • Find out what the customer likes watching the most by highlighting their interests and how best to navigate to them • Encourage the customer to install the Sky Q app onto their home devices such as iPads and phones • Show the customer the lost remote beeper button • Mention fast forward on to guide performs a 24-hour skip. • Demonstrate and promote additional apps available including photos, sports updates and music
ACE
Adding Customer Experience is now part of the engineer’s role and as such you are measures as any other KPI. Look at the opportunity to upscale customer packages prior to arrival on site at every visit Speak to customer and find out common interests and what could benefit them Look for easy wins, Sky Go Extra, Mini Boxes, Upgrades and regrades Ask for support from Team Mates and Ambassadors if you are unsure Daily Updates on the team’s telegram page must be added when signing out at the end of each day.
Lead Engineer Role
The Lead Engineer Role has been developed to support the Team Manager at times when they are unavailable to support the team or during days off when a Cover Team Manager is working. The role involves: • checking in the team each morning • communicating the team is in via direct Telegram Message to the covering Team Manager by 8.00 am • taking all escalations and queries through the day from the engineers in their team • communicating with the Duty Manager when required • signing all engineers out at the end of the day by direct Telegram Message to the covering Team Manager.
Sweeper Role
The sweeper role allows 1 engineer in the team each day 4 hours off the dec to support the team and the region. The role involves: • Checking in with all team members and see who requires assistance • On site Coaching and support • Communicating with the Regions Team Managers • Cross Team Working/Support
If anything listed above cannot be completed please escalate to your team manager and log on the S03 update
By Signing this document, you are stating that you fully understand it and you agree to abide by the contents within. Failure to comply with these requests could result in formal action as detailed within our conduct policy.
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