Are Sky in breach of my contract?

colmranger

I have a bit of a dilemma with Sky

I am a long time customer who up to last Friday had one full package Sky+ subscription.

I only upgraded to that sky+ in Nov 06.

A month ago i ordered multi-room for a member of the family.

I postponed and eventually cancelled the multi-room order because builders were not finished building the room where the box was going.

Then i contacted a local Sky registered installer who lives in same town as me and he offered to install another sky+ box so i agreed. He told me to hold on to the extra sky card that had been issued to me by sky for the multiroom that i later cancelled.

Anyway the extra sky+ box was fitted last Friday and that box is working perfectly as my old original sky card is in the box.

5 days later and fours calls later to sky and i still am without channels on my original box. I also noticed that the installer never fitted a phone line to the new box and sky say i have to chase up the installer myself as he is not their appointed installer. They also said if i wanted another sky installer to fit phone line i wil have to pay £59 Stg. for the job.

Anyway i am very pi**ed off with their service. Every time i call them they tell me they will sort it and call me back but they never call me.

The last lady i spoke to promised me she will call me tonight after 6pm to check that my channells came back.

Anyway one and half hours to go and no channels on the system yet.

If the service is not fixed today and four calls to the UK later would this justify for me to cancel sky once and for all?

watty

Do you have the Free channels or none at all?

If none at all, the installer is at fault.

A phone line is easy to fit. Tesco has extension cables cheap.

kbell

If you cancelled then i'd suspect that the mirror card had been cancelled off sky's system.

Am i right in saying that the local installer used your existing sky card in the new sky+ box, and used the cancelled card in your older sky + box??

A new card should have been issued for the new multiroom account and your installer should have known and organised this.

This new card should have been used in your new sky + box.

Both boxs then should then have been conected to you phone line and a call back done from each, thus activating your discounted multiroom account.

Sky will not activate your old box without a call back from it and without the correct viewing card being in it.

You'll need to get this "installer" back to
1. Run the phone lines and perform callbacks from both boxes
2. Ring sky with card no's and pair each up to its respective box
3. issue a new card for new sky +box if the card hasn't been deleted from
their system.

If theres no signal at all on existing box then he'll definately have to be brought back.

Its a messy situation to be in, hope you get it sorted.
Just out of curiosity, how much were you charged and what area do you live??

colmranger

I have a new card but the sky lady told me to dump the new one as the month old one has been registered to the old box.


The lady from sky just says she is getting an error message on her system when she tries to send the signal to me.

Sorry yes the free channels are all working. IO the pay channells i get the message telling me to call sky to subscribe to the various channels.

kbell

Try a callback yourself, connect box to phone socket, press (services) 401 (select) new installation, then follow instructions.
Then ring sky again, you should get through a bit quicker this time.
Whilst your waiting give your installer a friendly call and get him round to do phone conections.
let us know how you get on.

colmranger

Thanks for input.

At last its sorted.


A *man* from sky figured out last night that the wrong card was being used.
Popped in the most recent card that came from Sky 2 days ago and soon it was up and running;)

kbell

Grand, as i suspected.
You'll still have to get both boxes connected to your phone line though to avoid any nasty corespondance from sky.