Sky's terrible attitude

Jumbo156

I have had sky for years and decided in September to get Sky+ and multi room...I was getting a room done up in the house so Sunday just gone I turned on my multi room box( my old box) for the first time since the engineer was around to do the installation.
Lo and behold only half my channels are appearing, some are saying "no satellite signal", others are saying "there is a technical problem with this station, please try later"
I have been on to tech support and they have tried everything to no avail.
They now tell me that I need to pay €100 to get and engineer out!!

Here is my problem..Why should I pay €100 to get an engineer to call out when it was because of an engineer that I am getting the problem.
My old box was working fine before he came.
The strange thing is that my Sky+ box is working perfectly.

I am so close to sending it all back...I said this to the person on the phone and she told me that I can't becasue I signed up to a 12 month contract....This is another day's discussion.!!!!!!

Anyone had similar problems

sweno

I agree sky have a serious problem. Same as yourself I have been with sky for years, since back before they were digital even. I had problems before after a software update totally screwed up the box making it practically unusable... Over the phone they treat you like a nobody! You basically have to get talking to the head guy and say look I'm not happy here fix the problem.

In your case if your not satisfied with the work carried out then tell them this makes your contract null and void. The 12 month contract you agreed to is only valid when a PROPER installation is completed!! which you haven't recieved. Tell them you will persue the matter fully until the problem is fixed or you get your money back. They try to back you into a corner to get you to go away and never ring back which sadly works most of the time, but if they know you mean business and know your rights then they know you won't go away and will start getting things done...
Its sad but sometimes you just have to be firm with these fokes

byte

Try moving your old Sky box into the room that Sky+ is in, to see if it works in there. The old box may have developed a fault.

Mossy Monk

dodgy tuner or perhaps the cable from the lnb to your stb is ****e

cast_iron

sweno wrote:

The 12 month contract you agreed to is only valid when a PROPER installation is completed!! which you haven't recieved.

This is the crux of the matter.

Did the OP not verify that the old box was working when the new setup was installed? Surely someone was in the house that could/should have checked.
It's a bit late 2 months later trying to sell the fact that the technician broke it 2 months ago! Why should they believe you?

At an educated guess, i reckon the lnb is dodgy.

watty

Unlikely if the Sky+ is OK, swapping LNB connections will eleiminate that idea in 5min.

Jumbo156

Did the OP not verify that the old box was working when the new setup was installed? Surely someone was in the house that could/should have checked

Yes I did but I only checked a few stations, I didn't think I would have to go through all 600+ stations to make sure they were all working as you seem to suggest.

kbell

Try checking the cable run to the std box to make sure it's not joined in anyway badly, failing that as previously suggested move the std box to the room where your plus box is located and try it there.
If that doesn't work then it Looks like the box has developed a fault, through no fault of the engineer.
I've had boxes not even come out of standby at brand new installs.

Jumbo156

Excuse my ignorance, but there is 2 connections to the sky+ box, does it matter which one I connect to my old box to see if it is working.

thanks

kbell

Nah, either will do.

muffler

I think he's struggling with those 2 leads

watty

Test both, one at a time. look at Quality and Signal bars as well as flick through channels

Jumbo156

I think he's struggling with those 2 leads

Thanks for that, very helpful!!!

SatOne.tv

Hi Jumbo, a few more things to try which the Sky CS should have told you, but may not have:

- Is the digibox on the latest version of software? Did they get you to do an update?

- Working on the basis that the digibox may not have been used for a couple of months, have you left the card in the digibox for atleast 24-48 hours to see whether the channels return?

- Working on the basis that some of the channels you are not receiving on the old box are not premium channels (i.e. sports or movies), have you tried swapping the cards around to see whether you receive them? (the card being paired to a box is not an issue on most subscription channels apart from sports etc.)

- Have you tried a cable currently in the sky+ box on the standard digibox? It doesn't matter which, its likely you have a quad lnb on the dish, so any of 4 cables will be fine (although i imagine you only have 3 being utilised).

- What make/model of old digibox is it?

Let me know how you get on.