Problem With Sky

Stench Blossoms

Hoping someone can help me here. Have had Sky installed for over a year and a bit now and for the last 5 months or so they have been sending me letters saying "Communication Breakdown".

Basically they're saying that my phone line isn't connected to my box. It is. I ring them eveyrtime i get a letter and I've done what they've told me to do each time. (Put 142 in a setting.)

They sent me a letter last week telling me that they are charging me full installation because I have failed to fix the problem.

Can they do that?

watty

After a year they can't
Unless they changed the rules
Or unless you have multiroom.

Stench Blossoms

I do have multiroom. I've had it since the start.

threebeards

I had the same problem. The difference was that my second box wasn't connected so eventually I had to give in. Could it be that there's a problem with the splitter box (if you're using one) or maybe the phone line itself is damaged?

Stench Blossoms

threebeards wrote:

I had the same problem. The difference was that my second box wasn't connected so eventually I had to give in. Could it be that there's a problem with the splitter box (if you're using one) or maybe the phone line itself is damaged?

Nope the phoneline is grand and both box's are connected.

They installed it so if it was installed incorrectly I don't see why i should have to pay.

St Senan

orla wrote:

Nope the phoneline is grand and both box's are connected.

They installed it so if it was installed incorrectly I don't see why i should have to pay.

It sounds like 1 of your boxes has a modem fault. If its going on for the last 5 months sky should have it on their records the first time the box did not phone home {callback}, Get on the phone and argue the point with them they should send out some one to check both boxes if not threaten to cancel you subscription

RangeR

Are you using Smart Telecom for your phones? If so, they use VoIP from their exchanges. Your Sky box may not work with Smart. Just tell Sky that you have the boxes hooked up to the phone line and they can send out an engineer if they want to check.

watty

Multiroom you have to have a working phone connection forever or pay two subscriptions!

Limestone1

How do Sky know if a line is connected i.e. does the box initiate a callback at a certain interval ? Or do sky have a dialler that calls the box ?

RangeR

Limestone1 wrote:

How do Sky know if a line is connected i.e. does the box initiate a callback at a certain interval ? Or do sky have a dialler that calls the box ?

I'm almost sure that each box gets a call back signal from Sky, as part of the Sat transmission. If they don't get a resulting call back per box, then Sky start seeing Red.

watty

A signal via satellite tells the box to call. It checks if line is in use and only connects if it is free. Sky never call your house by phone.