TAPS Escalation Form (TV And Broadband)

• Conducted on

  Date

Engineer Details

• Engineer Name :

• Tech ID :

• Region :

  North

  South

  East

  West

• Contact Phone Number :

Customer Details

• Visit Number :

• Customer Name :

• Customer Postcode :

Product Type

• Is the issue with Broadband or TV?

  Broadband

  TV

Broadband Information

• What type of Broadband is the issue with?

  Sky Connect

  Sky Unlimited

  Sky Fibre

  3rd Party

• Who is the 3rd party provider?

• What router does the customer have?

  Sky Hub 3

  Sky Hub 2

  Sky Hub 1

  Older Sky Router

  3rd Party

• What make and model is the customers Older Sky router?

• What is the make and model of the 3rd party router?

• Router Serial Number :

• What is the issue with?

  Speed

  Range (Wifi Coverage)

  Wifi Connectivity

  Hard Wired Connectivity

• Details of Issue (please include as much information as possible) :

• Please describe corrective actions taken to resolve the issue :

STB Information

• STB Type :

  PVR 4

  PVR 5 (All)

  PVR 6 (All)

  HD Digibox

  Other

• What is the make and model :

• Version number :

• Serial number :

• Software Version :

• Viewing card number :

Customer Set up

• TV Make and Model :

• STB Connectivity (Picture)

  HDMI

  Scart

  R/F

  I/O

  Other

• How is STB connected?

• Is the issue related to a TV Link?

  Yes

  No

• Are there multiple TV's being run off one link (i.e. Using a splitter)?

  Yes

  No

• STB Connectivity (Audio)

  HDMI

  Optical

  Phono

  Other

• What Connection is being used?

• Is there any other connected equipment?

  Yes

  No

• What other equipment is connected?

  Select Games Console DVD / Blu-Ray Player Amplifier Media Streaming Device Other

  • Games Console
  • DVD / Blu-Ray Player
  • Amplifier
  • Media Streaming Device
  • Other

• What other equipment is connected (Type / Make / Model)?

• What is the make and model of the Games Console?

• What is the make and model of the DVD / Blu-Ray player?

• What is the make and model of the Amplifier?

• What is the make and model of the Media Streaming Device?

On Demand Connectivity

• Who is the Broadband Provider?

  Sky

  3rd Party

• Who provides the customers Broadband?

• What is the make and model of the router?

• What router does the customer have?

  Sky Hub 3

  Sky Hub 2

  Sky Hub 1

  Older Sky Router

• What is the make and model of the router?

• Router Serial number :

• How is the Box connected to the router?

  Hard Wired

  On Demand Connector

  In box wifi

  Other

• What is used to connect the box to the router?

• What type of On Demand Connector?

  USB

  Powered

Issue Details

• Is the issue permanent or intermittent?

  Permanent

  intermittent

• How often is issue Present?

  Hourly

  Daily

  Weekly

  Monthly

  Other

• Please describe how often the issue occurs :

• Have you seen the issue?

  Yes

  No

• Please describe the issue (include as much information as possible) :

• What Channels, if any, are affected (please use the EPG number)?

• Does the customer have Multi Screen?

  Yes

  No

• Are the other boxes affected by the issue?

  Yes

  No

• What is the Multiscreen STB Type?

  PVR 4

  PVR 5 (All)

  PVR 6 (All)

  HD Digibox

  Other

• What is the make and model?

• Version Number :

• Serial Number :

• Software version :

• Viewing Card number :

External Setup

• What dish is installed?

  Mk 4

  Mk 3

  Other

• What dish is being used?

• LNB Type :

  Single

  Quad

  Octo

• LNB Make/Model if known :

• Cable Type :

  CT - 63 (Twin)

  CT - 100 (Single)

• Approximate length of cable :

• Export completed form to : digi.techsupport@bskyb.com
  In the subject line of the email please specify
  TV ESCALATION for TV issues or
  BROADBAND ESCALATION for Broadband issues.