Why do Sky charge €100 to replace a broken/damaged dish?

Gamer Bhoy 89

My girlfriend just told me that her Sky stopped working and they said they will come out to replace the dish but it will cost €100....

Why is that?

It was damaged due to the recent bad weather (whatever happened to it) and because of it, the signal is, for the most part, bolloxed. €100 to fix a dish that they, themselves, put up? I don't see how that's acceptable, personally....

Just thought I'd ask to see if there's something I'm missing, that justifies that price...

Would something like that not be covered in your contract, that you're already paying a bulk of money for anyway?

I'm not very well educated in the world of digital/sat television. I don't care for Sky TV, or any satellite TV for that matter...which is why I'm a bit puzzled at this information.

If she's not within a minimum contract then cancel. Better offers including free installation for new customers. Or they might offer to do it free.

shamrocka330

Gamer Bhoy 89 wrote: »

My girlfriend just told me that her Sky stopped working and they said they will come out to replace the dish but it will cost €100....

Why is that?

It was damaged due to the recent bad weather (whatever happened to it) and because of it, the signal is, for the most part, bolloxed. €100 to fix a dish that they, themselves, put up? I don't see how that's acceptable, personally....

Just thought I'd ask to see if there's something I'm missing, that justifies that price...

Would something like that not be covered in your contract, that you're already paying a bulk of money for anyway?

My dish was damaged during the bad winds before Christmas which meant I was getting no signal. I logged the call, engineer came around, did what he did and things worked again. However, a few days later the signal went again. Logged a call again, same engineer came around, got up on the roof and put a new receiver on the satellite which fixed things and there has been no problems since.

There was no charge whatsoever and Sky reduced my bill for the duration that the tv was out of action.

This was only 4 weeks ago so not sure what the situation is with your girlfriend today. Might be worth giving them a call, put a bit of pressure on them and insist that they waiver this €100 fee. When I was logging my calls the chap on the phone was saying that they were having a nightmare with faults from the high winds so it's hardly fair that your charged for something that isn't your fault.

zac8

They tried to charge me €100 for a call out for the same problem so I told them to just cancel my sub. They eventually agreed to do it for free but it took awhile and I had to stand my ground. Sky's expensive enough. There's no way I'd pay for this.

muffler

Gamer Bhoy 89 wrote: »

My girlfriend just told me that her Sky stopped working and they said they will come out to replace the dish but it will cost €100....

Why is that?

Thats their standard fee but with a bit of haggling they would most likely drop that a fair bit or maybe waive the fee completely. What type of sub your gf has and what length of time she;s been with Sky will dictate matters.

Gamer Bhoy 89 wrote: »

It was damaged due to the recent bad weather (whatever happened to it) and because of it, the signal is, for the most part, bolloxed. €100 to fix a dish that they, themselves, put up? I don't see how that's acceptable, personally....

Just thought I'd ask to see if there's something I'm missing, that justifies that price...

Storm damage would be covered under home insurance but most insurer nowadays wont cover satellite dishes or aerials. however if you could prove that the dish wasnt fitted correctly in the first place then you shouldnt have a problem. But it would cost you €100 or more to get an engineers report so thats probably a waste of time.

Gamer Bhoy 89 wrote: »

Would something like that not be covered in your contract, that you're already paying a bulk of money for anyway?

You would need to read the contract but Im pretty sure that storm damage (wind, rain, lightening) isnt covered.


As stated above your gf would need to call them and do a bit of wheeling and dealing. You havent said if she is still in contract or not but if she's not she can threaten to cancel and more often than not a price reduction can be negotiated.

Alternatively your gf could raise the issue over in the Sky Talk to forum where the reps there are very accommodating.

Gamer Bhoy 89

I think she's still under contract. I would assume as much anyway as they just upgraded to the TV/Broadband/Phone package not too long ago.

I think she said she's going to cancel - she said she will see tomorrow. This is really out of my field of knowledge so you were all a great help. Thanks guys!

winston_1

The dish is your property and nothing to do with whether you are in contract or not. €100 is a standard call out charge for faults and covers replacement equipment if required. Not really unreasonable these days.

If its only the dish at fault it might be cheaper to call out an independent installer.

Digifriendly

winston_1 wrote: »

The dish is your property and nothing to do with whether you are in contract or not. €100 is a standard call out charge for faults and covers replacement equipment if required. Not really unreasonable these days.

If its only the dish at fault it might be cheaper to call out an independent installer.

Tend to agree with this. I would go with a local independent installer. Probably quicker than Sky as well.

muffler

winston_1 wrote: »

The dish is your property and nothing to do with whether you are in contract or not.

I seen this comment posted quite a few times on this forum and I dont believe its correct. Can you post a link to the relevant Sky document that states the customer owns the equipment while still in contract?

winston_1

muffler wrote: »

I seen this comment posted quite a few times on this forum and I dont believe its correct. Can you post a link to the relevant Sky document that states the customer owns the equipment while still in contract?

Not being a sky customer I cannot post such a link. But it is a well known fact. Unless you or anyone else can post a link saying otherwise

muffler

winston_1 wrote: »

Not being a sky customer I cannot post such a link. But it is a well known fact. Unless you or anyone else can post a link saying otherwise

Well I didnt make the initial claim / comment so I think the ball is in your court. If its a well known fact then surely its not difficult to back up your assertion and as for being a Sky customer (or not) has nothing to do with it.

As I said I seen this comment before but no one has yet to prove it is the case.

brightspark

http://www.sky.com/ireland/__PDF/SkyPlusHD.pdf

Page 6

Digifriendly

See bottom of page six of this document - http://www.sky.com/shop/__PDF/SkyPlusHD.pdf
3. Ownership of the Equipment:
3.1. On installation, the Sky±HD Satellite Equipment becomes your property.

eddiem74

Hmmm, had my own Sky dish rust away on a Saturday afternoon, managed to get a local indy installer via a local Sky rep to replace it at 4pm on a Saturday for €120 so while expensive thought it was a premium given my circumstances so was ok with it.

Now noticed my parents dish is very rusty, they only have single feed, basic box. I suggested they replace before the same happens them so gave them the contact number for the local indy installer, who called them back yesterday and said he would pop out over the coming days and said cost would be in the region of €125.

From this thread going with Sky would be cheaper than the indy.

Thoughts?, should I have my parents inform the indy Sky only charge €100? I had recommended him to others but now it seems a premium is perhaps being paid. :-(

salamanca22

eddiem74 wrote: »

Hmmm, had my own Sky dish rust away on a Saturday afternoon, managed to get a local indy installer via a local Sky rep to replace it at 4pm on a Saturday for €120 so while expensive thought it was a premium given my circumstances so was ok with it.

Now noticed my parents dish is very rusty, they only have single feed, basic box. I suggested they replace before the same happens them so gave them the contact number for the local indy installer, who called them back yesterday and said he would pop out over the coming days and said cost would be in the region of €125.

From this thread going with Sky would be cheaper than the indy.

Thoughts?, should I have my parents inform the indy Sky only charge €100? I had recommended him to others but now it seems a premium is perhaps being paid. :-(

New rust proof dishes can be got from €25, that price is definitely too high unless he was installing something top of the range.

mada82

I had the same issue and threatened to cancel my subscription rather than pay them the 100.

I told them I wasn't willing to pay them 100 in order to keep my 50 a month subscription running.

If they want my money they can fix the dish as far as I'm concerned.

There's too many other options to customers these days to justify paying that fee.

bricks

I told them I'd like to cancel for a few months so I could save up for a new box since the one I had was broken. I wasn't even trying to get a free replacement out of them.
They said they would send an engineer with a replacement box.
I guess maybe they were worried I might not sign up again.

STB.

mada82 wrote: »

I had the same issue and threatened to cancel my subscription rather than pay them the 100.

I told them I wasn't willing to pay them 100 in order to keep my 50 a month subscription running.

If they want my money they can fix the dish as far as I'm concerned.

There's too many other options to customers these days to justify paying that fee.

Well good man you. This is the attitude to adopt.

To the OP. Sky supplied this receiving equipment to access their subscription service originally. It is not your fault that this sub standard equipment no longer works, it is the original suppliers problem.

The fact that this equipment is your property when you sign up is a misnomer. Sky have no intention of ever taking this gear back off subscribers when their contract is up, because its well paid for in your subs, even in that first year. The dishes they make in the millions were originally designed on the basis of a bin lid. The quality of these dishes that they are producing nowadays are the worst contraption know to man for rusting and wind resistance. They are simply disposable. It would cost Sky more to disassemble the equipment and dispose of it.

If the weather stays the way it is, Sky will have to change this policy of using this crap.

Tell them the equipment they installed is no longer working or receivable and that you are cancelling as they cannot fulfill their end. Their €100 try on will suddenly be waived. These Sky dishes with quad LNB can be bought new retail for €20 on adverts.ie, their unit value is a fraction of this.

muffler

brightspark wrote: »

http://www.sky.com/ireland/__PDF/SkyPlusHD.pdf

Page 6

Digifriendly wrote: »

See bottom of page six of this document - http://www.sky.com/shop/__PDF/SkyPlusHD.pdf
3. Ownership of the Equipment:
3.1. On installation, the Sky±HD Satellite Equipment becomes your property.

Thanks lads. that puts that to bed so to speak.

In a way I would have thought that Sky would have retained ownership of the equipment until such time as the contract period was up and everything paid for but I suppose its going to be paid for anyhow due to the contract.

I can understand why they wish to absolve themselves from any issues that would arise regarding the dishes in particular. The boxes shouldn't normally give any trouble during the first year but outdoor equipment which is exposed to the elements is a different kettle of fish.

icdg

The other way to look at is that you are getting for free a satellite television installation that is yours to keep, and will continue to receive a substantial number of FTA channels well after your subscription is cancelled.

Compare with Virgin Media subscribers who are guarenteed zero channels after their subscription is cancelled, their STBs will cease to function at all once the subscription is cancelled (save for a very very small amount of unecrypyted channels) and to whom Virgin may send an agent out to cut the connection so that they receive no channels whatsoever. The flip side is of course that Virgin will replace faulty equipment - but it is equipment that they retain ownership of at all times. Would people prefer that model - ie Sky coming out to take away the dish and box once you cancel your subscription?

STB.

muffler wrote: »

Thanks lads. that puts that to bed so to speak.

.

It does not absolve the subscription company of its responsibilities to its paying customers if they wish to keep them. These are proprietary systems (including ICDGs arguement). Anything goes wrong, it is there responsibility to keep their customers and you dont do that by making the customer pay again for re-infra structuring their system. That's how simple it is. Walk.

Kensington

eddiem74 wrote: »

Hmmm, had my own Sky dish rust away on a Saturday afternoon, managed to get a local indy installer via a local Sky rep to replace it at 4pm on a Saturday for €120 so while expensive thought it was a premium given my circumstances so was ok with it.

Now noticed my parents dish is very rusty, they only have single feed, basic box. I suggested they replace before the same happens them so gave them the contact number for the local indy installer, who called them back yesterday and said he would pop out over the coming days and said cost would be in the region of €125.

From this thread going with Sky would be cheaper than the indy.

Thoughts?, should I have my parents inform the indy Sky only charge €100? I had recommended him to others but now it seems a premium is perhaps being paid. :-(

Upgrade them to Sky+ and Sky will replace all necessary kit for free.

jennyhayes123

Tell them to cancel it. They will fix for free then. Have done before. No way would I pay to get fixed when I'm paying so much for sky

Avatar MIA

icdg wrote: »

The other way to look at is that you are getting for free a satellite television installation that is yours to keep, and will continue to receive a substantial number of FTA channels well after your subscription is cancelled.

Compare with Virgin Media subscribers who are guarenteed zero channels after their subscription is cancelled, their STBs will cease to function at all once the subscription is cancelled (save for a very very small amount of unecrypyted channels) and to whom Virgin may send an agent out to cut the connection so that they receive no channels whatsoever. The flip side is of course that Virgin will replace faulty equipment - but it is equipment that they retain ownership of at all times. Would people prefer that model - ie Sky coming out to take away the dish and box once you cancel your subscription?

The other other way to look at it is that this is a very expensive service, and not unreasonable in any way to expect Sky (or any service provider) to pay replacement cost of the equipment required to get their product.

Sky recognise this and WILL cave.

PauloMN

You think 125 for someone to drive out to you, spend time installing and checking a new dish, the cost of the dish itself, and all the associated business costs he would have to pay (equipment, insurance etc.) is a lot? I'd hate to work for you.

If you think 125 is a lot for that service, it's time for you to learn how to do it yourself.

Avatar MIA

PauloMN wrote: »

You think 125 for someone to drive out to you, spend time installing and checking a new dish, the cost of the dish itself, and all the associated business costs he would have to pay (equipment, insurance etc.) is a lot? I'd hate to work for you.

If you think 125 is a lot for that service, it's time for you to learn how to do it yourself.

No, it's not a lot of money for the person doing the work.

What's your point?

RoyalMarine

I use to install for Sky. 100 quid is the standard repair charge they charge for dish repairs.

Also picked up a lot of nixers on the side.

Yeah the dish can be cheap, and I use to buy them for approx 20 euro, but when you factor in travel cost, 30 - 60 mins labour, it does go towards 100 very quickly.

Use to prefer doing the nixers as it was all in my pocket. When working for Sky, they took a hefty cut from the 100. Think I use to get 30 for a maintainance call out.

So there is room to barter with the local installer, but not a huge amount.

Best to push sky to do it for free. The engineer will still get paid.

Just reading through this. I just had our dish move with the strong wind last night, and no longer have a signal. Really bad timing, as we had only cancelled our SKY last week. They gave us the option of €100 to fix, or have offered to cancel everything today, and refund us what we would have left to pay in our contract.

It's a real pain, this is the second time this has happened to us, and it's because the SKY engineers mounted our dish at the back of our house on a pole, which is way more exposed than any of our neighbours, who have their dishes on the front. It's also impossible for us to access ourselves, otherwise I'd have a look myself.

Guess I'm gonna have to wait for them to come grovelling back to me with a discount offer to return to them, and negotiate the dish getting fixed at the same time.

K.C

My dish moved in the wind last night. All channels seem ok except for rte1+2,sky 1 and a couple more strangely. Bad timing with the rugby on Saturday. I wonder is there much to moving it yourself, trial and error. Anyone ever fixed this problem themselves?

TheAnalyst_

It's a piece of piss to align it yourself unless it's in a horribly inaccessible area. Maybe pay the 100 if you think you're going to break your neck. 
Tip - if you can't see your tv get someone to do a video call of the tv showing signal strength whilst you fiddle with alignment.

K.C

TheAnalyst_ wrote: »

It's a piece of piss to align it yourself unless it's in a horribly inaccessible area. Maybe pay the 100 if you think you're going to break your neck. 
Tip - if you can't see your tv get someone to do a video call of the tv showing signal strength whilst you fiddle with alignment.

It's accessible so think I'll give it a shot. Cheers

Sleeper12

TheAnalyst_ wrote:

It's a piece of piss to align it yourself unless it's in a horribly inaccessible area. Maybe pay the 100 if you think you're going to break your neck. Tip - if you can't see your tv get someone to do a video call of the tv showing signal strength whilst you fiddle with alignment.

I used to install dishes as a hobby/nixer type thing 15/20 years ago when sky was analogue. This was, as you say a piece of piss however I'm not so sure it's easy for digital without the correct equipment.
With analogue it was like tuning a tv. Weak snowy picture, move dish slightly and it improves. I haven't done a digital set up but was under the impression that there is no weak signal to see. If doing it visually there is either signal or no signal, or so I've been told.

TheAnalyst_

I've done a few modern digitals there is a decent margin of error before its completely blank. All sat boxes will show signal quality and strength so its a matter of honing in on the sweet spot. LNB angle also important. 

There are apps for allignment using augmented reality. I like to use online maps showing satellite imagery overlayed with the satellite direction. I find a reference point like a church spire or tree and point it towards that.

UrbanFret

K.C wrote: »

My dish moved in the wind last night. All channels seem ok except for rte1+2,sky 1 and a couple more strangely. Bad timing with the rugby on Saturday. I wonder is there much to moving it yourself, trial and error. Anyone ever fixed this problem themselves?

If it's only a few channels i wouldn't even loosen the bolts. Make sure the receiver is on the channel you're missing then mark the current position of the dish. Use a bit of force to move it slightly left or right,It could be you need to move it up or down slightly as the elevation might be slightly off.

Sleeper12

TheAnalyst_ wrote:

I've done a few modern digitals there is a decent margin of error before its completely blank. All sat boxes will show signal quality and strength so its a matter of honing in on the sweet spot. LNB angle also important.

Thanks for that. For the analogue I used to hang a soaking wet bath towel over the dish. If you got a good signal without any spots of snow you had a perfect signal. The wet towel simulates heavy rain.
Ah the good old days.

UrbanFret

this is a super piece of kit, at least i think it is.:D

https://www.amazon.co.uk/Hengda%C2%AE-WS-6906-Satellite-Digital-SATlink/dp/B01IQWV7ZU/ref=sr_1_3?ie=UTF8&qid=1487875355&sr=8-3&keywords=satlink+satellite+meter

Copper_pipe

Have one of these, Very handy.

http://www.ebay.ie/itm/Satellite-Signal-Finder-Meter-for-Free-to-air-FTA-Installation-DIY-Satfinder-/251054331618?hash=item3a740116e2:g:c04AAOSw65FXsdmf

decor58

Copper_pipe wrote:

Have one of these, Very handy.[/quot
Powercity sell those at the same price, very handy to have, don't know how many times its been borrowed. Adjustment might only be very slight, very often dish clicks back into place with minimal effort.

danjo-xx

I have one of those in case I need it. But what would be a fair price to pay
for re-alignment or adjustment of an ex sky dish.

Atlantic Dawn

Older rusting dishes are a pain in the hole to align as the bolts and brackets will be rusted to bits, might be easier to just stick up a new one while your at it.

Heisenberg1

Do SKY still charge €100 call out? I'm a Q customer since last November but I was under the impression that SKY own the equipment so any repairs are free of charge.

NUTZZ

Heisenberg1 wrote: »

Do SKY still charge €100 call out? I'm a Q customer since last November but I was under the impression that SKY own the equipment so any repairs are free of charge.

SKY own the receivers (Sky Q Box and Sky Q Hub), but the satellite dish becomes the customers property once installed.

Heisenberg1

NUTZZ wrote: »

SKY own the receivers (Sky Q Box and Sky Q Hub), but the satellite dish becomes the customers property once installed.

Thanks, SKY rep never mentioned a call out charge when I contacted them today. The dish moved with the wind last night and the TV isn't working. So I guess I'll have to pay the €100.

byte

I'd expect that they'd have mentioned the charge if they were to charge you. The fact you're a relatively new customer may mean they'll cover it.

EverythingGood

Heisenberg1 wrote: »

Thanks, SKY rep never mentioned a call out charge when I contacted them today. The dish moved with the wind last night and the TV isn't working. So I guess I'll have to pay the €100.

SKy Q is calls out are free, forever, regardless of the issue.

Aquos76

salamanca22 wrote: »

New rust proof dishes can be got from €25, that price is definitely too high unless he was installing something top of the range.

That does not include the price of a quad lnb and a wall bracket, btw, also many independent installers have to pay public liability insurance, they have to travel out to the job, the time it takes to do the job, often the cable will need to be replaced also, along with the F connectors at the lnb, wear and tear on their van, they need ladders plus their tools and satellite meters. In my opinion €100 to €120 is a fair price. Im including the price of a new dish in this by the way.

blue_blue

A cheap hack of re-aligning your dish if you have two iOS devices. Make a Facetime video call between them - point one at the telly, keep the other in your hand whilst you nudge the dish.