Skymesh Forgot Password

[Violette Ransone]

Imissed their phone call so they send me and email with temporary password..It doesn't work..I'm waiting for a phone call now. They must be busy because they replied to my text at 5pm. Hopefully they ring before they close for the night

I had this problem as well. I cant for the life of me log into myskymesh. I have sent support an email asking for a password reset. Am not too bothered though as I only wanted to buy a data block as I used all my data...(stupid satellite FUP).

I'm glad that I'm not the only one. I'm on phone now and they tried to log into my account and they did but I can't. They transferred me to support and now gotta wait. So glad that the call will be on their bill.

Hi Paul, Only just seen this... the ticket number is 3204856. Still haven't had a response, and I know you guys are manic busy so I am happy to wait, but may I suggest you put a login reset button somewhere on the myskymesh login page? If I could of had that I would not have had to email support in the first place! I just wanted to check how much data posting a FB video uses, as I know thats what pushed me over this month.

TG :-D

You'd do very well to come out of hiding and address the situation, and not tip toe around the tulips but actually deal with the customers by telling the truth and give a fixed time for the service and your user dashboard to be made functional.

Do you think you will not be liable for compensation, this has cost my business, and my ability to meet my comittments accordingly, and should never have happened if you were professional and had factored in redundancy.

Or will you keep avoiding and keep everything a mystery and hope people will forget. You must learn from this and I hop[e all your customers get onto the ombudsmans site and make a report ASAP, and I hope the ombudsman holds your feet to the fire and makes you meet reasonable compensation.

Good Afternoon, Thank you for reaching out here, sorry to hear that you have had so many issues with your VoIP connection and with getting in contact with us. We are trying to work through emails as much as possible, apologies that yours has not been responded to yet. You are currently unable to create tickets via My SkyMesh, this is not an available feature currently. We are looking to have all features added back as soon as possible.

I am more than happy to help you get this resolved, you will need to make contact with us on Facebook or LiveChat so I am able to get some further details and find your service with us. This will assist with being able to get someone to reply to your emails.

Hi Rebecca, I was able to reply to one of questions yesterday in regards to this query. I am organising someone to keep an eye on this one for you. I am sorry that you have not had contact from us and that you are having issues getting in contact with us. At the moment we have had delays with orders due to major internal system upgrades, our engineering team is actively trying to complete these with ordering being our highest priority. With that said, we should be keeping you up to date as much as we can.

I have a client at the Nimbin Neighbourhood information Centre in Nimbin. His payment was declined for his skymesh as he has changed his bank card. We cant get through to discuss this . We are on hold. This gentleman is old and unable to navigate all of this. How can I contact someone to resolve.

Hi Roxane, thank you for putting this forward, I can see that you have spoken with someone, if theres anything else you need to talk about or any concerns, you can always message us on facebook at SkyMesh PTY LTD and we can arrange a callback for you.

Hi Libby, this maybe something within the settings of your email. Would you mind dropping us a message on facebook so we can get some details and hopefully arrange a call with our support team to take a look at this and ensure this does not happen again?

Good Afternoon Robert W., We appreciate your frustration, however we can only accept a cancellation request from the SkyMesh Account Holder. Although you are logging into the portal with your own username and password, there's no way for SkyMesh to confirm who has accessed your account (whether they are the Account Holder, an Authorised Party or someone else). We ask that customers contact us over the phone so that we're able to verify the caller's identity.

As part of our terms, we require payment via either automatic credit card payment or automatic direct debit. Therefore we can update the existing details but the option to remove them is not available via the portal. If you need us to remove your credit card or direct debit, our Accounts team can do this for you manually, however we require that customers arrange an alternate card or bank account in order to continue making automated payments.

SkyMesh has been conducting recruitment and training of new staff members to join our Support and Customer Service teams and help us to improve our response turnaround times. Please know that our staff are specialist trained and we want to ensure that they are ready to hit the ground running when they start to take live calls. As such, these measures are a work in progress and the improvements will happen gradually. We can assure you that our team are just as concerned about the long hold times, and would love to be able to have all of our customer's calls answered as quickly as possible. There are currently shorter wait periods for our Sales lines as these queries can usually be handled within a shorter timeframe. Not all of our staff members are cross-trained, and due to the high volume of inbound queries, we have not had the opportunity to provide cross-training for more of our team members as this would necessitate time away from the phones, and result in longer wait periods for our customers.

We apologise for the delay in receiving a response to your email request. Your concerns are still important to us, though unfortunately, just as with our live calls, the turnaround time for email and ticket enquiries has also increased. We'd be more than happy to arrange a callback for you from a member of our team, so that we can process your cancellation, noting the date of your initial cancellation request when calculating any future invoicing. Please send us a direct message here on Product Review, or via our Facebook page ( ) with your contact details and any SkyMesh reference numbers you may have, so that we can have this matter resolved for you as soon as possible.

We encourage our customers to move off the webmail portal, as this service is not something we plan on continuing indefinitely. We've provided a few suggestions of FREE alternative email services, which we would encourage you to look into using; external link . If you would like some assistance in resetting your SkyMesh email credentials, we would be happy to arrange a callback for you, as per the above paragraph.

As we mentioned in response to your earlier question, recruitment and training of new staff is well underway, and we are already seeing gradual improvements to our response turnaround times. We have experienced a huge increase in calls, emails and requests for callbacks, and our team have been working as hard as they can to handle the increased workload. We're very pleased with the growth that our business has seen in terms of our customer base, however we have not been able to grow our team as quickly.

Actions speak much louder than words. Unfortunately, this type of customer service has been going on for years and years with every year being worse than the last. So, excuse me if I take the excuses and the promises of what you just wrote and file them in the laugh file. If you REALLY wanted to improve your customer service, you would hire quickly and get them into position to help your customers as fast as you can, not " As such, these measures are a work in progress and the improvements will happen gradually. ". That has to be one of the worse responses from a customer service rep I can imagine. Your workers don't perform brain surgery. They can be trained in a very short order. I myself work in the high tech industry (I have two masters degrees in computer engineering) and the training of a customer service help desk rep is far from involved. Really, to solve most complaints that I've read against Skymesh, all they really have to do is answer the phone and pass on a customers details to the appropriate department. After reading your response, I'm assured that really nothing will get better at Skymesh anytime soon and the next time I need service I'll be looking for another provider.

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