Media Insider: Sky TV CEO Sophie Moloney fronts up in new public relations video - ‘some of you haven’t had the experience you deserve’

Embattled Sky TV and its apologetic chief executive have fronted up today in a new public relations video, acknowledging to customers that “we’ve let you down, at times” as a result of an ailing satellite, lost TV reception and a poor technical response on the ground.

In the message to customers, Sky TV chief executive Sophie Moloney says some people “haven’t had the Sky experience you deserve”.

“I’m very sorry for this,” she said in the video posted to Sky’s website and LinkedIn.

The Optus D2 satellite was launched in 2007 but is nearing the end of its life, which Sky TV says may be a factor in signal outages.

She gave background on Sky’s pending switchover to a new satellite, from the existing and ailing Optus D2, which is fast running out of fuel, to a new satellite that should be operating by April.

“As the old satellite reaches the end of its life, it is moving slightly out of its optimum spot at certain times of the day,” Moloney said. “As a result of this, some of you may be experiencing signal outages at the same time every day.”

Hundreds of people have written to the NZ Herald – either directly by email or as posts on the Herald’s social media accounts – to complain about the lost reception, and Sky’s response. A separate Facebook page focused on Sky complaints has now amassed almost 5000 followers.

Some customers have been promised that technicians would be sent to their homes to help sort out the issues, but they have failed to show up.

One Auckland man told the Herald he had been promised a technician on seven different dates to fix his reception. He threatened to go to the Sky board if help failed to show up an eighth time.

Other customers say they have waited three, four or five times in vain – one customer took matters into his own hands, climbing on to his roof to adjust his satellite dish.

Some other customers this week variously described Sky’s response as the “worst customer service”, a “PR fail” and a “corporate disaster”.

Consumer watchdogs say the company is liable for refunds and credits.

Sky TV customers have been posting videos, images and stories of their satellite issues.

In the video on Friday, Moloney said she understood customers’ frustrations.

She said she was aware of “delayed or missed appointments”.

Sky appointed a new national provider – engineering, infrastructure management and construction services firm Downer – to provide its in-home Sky customer support services from November 1.

“We’ve been doing a lot more tech callouts than usual due to these signal issues, and while our techs have been working as hard as they can to meet your needs, we’ve let you down at times,” said Moloney.

“We have more than doubled our technician capacity right around the country, and I can assure you we’re working hard to get to you if you need support.”

She said there were three issues she wanted customers to know about – that they could still enjoy Sky through the internet-connected Sky Go platform or the Sky Pod if they had fibre broadband.

The company was also carrying out technical work “to try and improve signal issues in the coming weeks”.

“But ultimately, these issues will be resolved when we move to the new satellite in early April.”

She said customers did not need to do anything for the switchover because the new satellite would be in the same orbit as the existing one.

Sky has not yet provided a definitive number of customers who have been affected by the satellite issues, or how much it has so far paid in refunds and credits.

Earlier, a Sky spokeswoman said that based on current data, 95% of Sky’s customers won’t have issues.

According to its 2024 annual report, Sky has 938,760 customers, of whom 479,192 are Sky Box customers. Based on the spokeswoman’s comment, that means up to 24,000 of them might be exposed to issues.

In the video today, Moloney said: “I want you to know that everyone at Sky cares deeply about delivering a great service for you, and we’re working very hard to manage this as best we can.”

She and the Sky board are likely to face tough questions from analysts at the company’s half-year financial results announcement on February 21.

Earlier this week, customer rights organisation Consumer NZ said it had received a “noticeable increase” in the volume of Sky TV complaints, covering a range of issues, in recent months.

“Most disappointingly, many customers are finding it difficult to get adequate support from its customer service team,” said a spokeswoman.

She said businesses were obligated under the Consumer Guarantees Act to provide their service with “reasonable care and skill”.

“That extends to resolving issues within a reasonable timeframe. Sky TV customers dissatisfied with the service not being up to scratch have the right to request a remedy, especially if the issue hasn’t been resolved in a timely way, or if you think you were misled over the ownership rights of your Sky Box.

“This is particularly difficult if you’re struggling to get access to customer service in the first place, but we urge customers to persist. When making a complaint, act promptly, be specific, provide evidence, keep records – and do it in writing.”

If customers felt they had been misled, or believed they were owed a refund they had not received, they could report it to the Commerce Commission. “If you’re still hitting a wall, you can also lay a claim with the Disputes Tribunal.”

Editor-at-Large Shayne Currie is one of New Zealand’s most experienced senior journalists and media leaders. He has held executive and senior editorial roles at NZME including Managing Editor, NZ Herald Editor and Herald on Sunday Editor and has a small shareholding in NZME.