Sky keeps feezing

shazrazmataz

Rex_Mundi wrote:

Worth ringing Sky to change your box (using the new freephone number).

where can I find this number ?

Rex_Mundi

shazrazmataz wrote:

where can I find this number ?

I've seen this one on the net as the latest freephone number for Sky that works (apparently you need to make 2 selections to get through to the normal phone system). 0800 7316965

I've also used the landline number for Sky. With Onetel, this counted as a free call during the evening/weekend so it never cost me anything to call. 01506 522720

shazrazmataz

Hubby phoned the free phone number, got through straight away, the woman gave him a few options to try, nothing worked, she then said that an engineer would hve to come out & it was a £65 call out charge :eek: hubby said no & told her to cancel the sky, she then put him through to another dept, the guy told hubby the same thing & hubby said he wanted to cancel, the guy then said that he'd meet him half way at £32.50 hubby said 'cancel' ! guy then said that an engineer will come out on Tues ......NO CHARGE !! Result :j

Will let you know how I get on on Tues

shazrazmataz

Sky guy has just been, he replaced the dish & it still wouldn't work so he also replaced the box & hey presto...result.

Total cost £0 :j

mike_paterson

Excellent news - can I have it when you move to OZ ?

shazrazmataz

mike_paterson wrote:

Excellent news - can I have it when you move to OZ ?

Yep, Just come round & pick it up

IanatSeaton

I recently rang to cancel Sky, and one reason I made was that my Sky kept freezing when it rained. Rather than let me cancel they sent an engineer out to check the whole system with a promise to replace any part of it that was not up to scratch, all free of charge. Of course I accepted. The engineer replaced the LNB ( whatever that is, at the front of the dish) and it was worse. He then went back on the roof and reailligned the dish. It has been fine since despite some heavy rain.

Use the menu of System Services> System Set Up > Check Signal to see how strong your signal is.
I think the best advice is - ring up to cancel - not to ask for an engineer.

Good Luck!

plovett26

bargain_hunting wrote:

Ours is exactly the same. We keep getting a message coming up that says no satellite signal being received and the only channels that work are BBC2, CBBC Channel & CBeebies! Great for my daughter! Also having a problem with Sky+, our planner is saying that we've only got 15% free when in fact we've only used 3%!

Have tried calling Sky but the queue is 20 mins long.

Help!!!!

I had the same problem,the official advice from sky(after 25 mins) is this:Press the services button and select system setup.
press 0 1 then select,this brings up the installer menu.
select sky planner rebuild and press select,on screen message says housekeeping then the sky box turns itself off wait about one minute then turn back on as usual.none of your recordings will be lost,but dont do it if your recording cos it stops the recording.
hope this helps

JDPower

Also worth trying with various Sky problems is forcing the box to update to the latest software. Just turn off the box at the mains and press and hold the backup button on the front of the box when you turn it back on. Keep the button pressed till all the lights on the front come on (the housekeeping message should also come up on screen), should take about ten mins.

For anyone who has to have their Sky+ box replaced I'd also recommend asking the engineer who replaces it if he's got any Pace boxes on his van as these are FAR more reliable than the more common (and generally pretty poor) Amstrad boxes.

ctoneman

Ours is exactly the same. We keep getting a message coming up that says no satellite signal being received and the only channels that work are BBC2, CBBC Channel & CBeebies! Great for my daughter! Also having a problem with Sky+, our planner is saying that we've only got 15% free when in fact we've only used 3%!

There are many people with the same problems that you describe, and there is a problem with the latest s/w that Sky has issued that should be resolved in a month or two.

What you can try is to switch off the Sky+ unit at the mains ( don't just pull out the mains lead as this could cause arcing). After a minute, switch on the mains and wait 2 or 3 minutes before pressing any button. If your signal doesn't return you may have further problems that does need an Engineer call out.

You have a freephone number for Sky which may or not be working depending on the time of day, try these and you may even need to ask to be put through to Customer Services
0800 2793366
0800 7316965

Others but not free phone are
0870 2435000
0870 2404040
0870 5800800

and Customer Care when you really have reached the end of your thether is
0207 7313000

In my view, please be calm, polite but insistent with dealing with them and you will get better service. Threatening to cancel doesn't always get you what you want, If I had a few million customers for my business, I wouldn't care a jot if you threaten me!!

If you have problems with lost recordings or recordings that do not play back then try this;
On your remote, press the following buttons in sequence ( it helps not to look at the TV screen)
Services
4
0
1
select

It sometimes take a while to get this menu up but persevere;

You should see the Installers menu,
Select Planner rebuild
Now this takes a few minutes and should recover your planner and display the correct percentage remaining. In some circumstances you can lose your recording but I never had. ( some people relate this action similiar to doing a defrag on your PC, anyone who says " a what" then just trust me )

In this same menu there is the Full System Reset, selecting this WILL result in full loss of your recording but it is a good last resort. Please do not give me a hard time if you lose your recordings I am trying to help. Your Sky+ unit will take about 5 mins to go through this rest so go and brew up and dont touch the controls till you have drunk the tea/coffee.
I hope this helps you.

JDPOWER has rightly suggested the reinstalling of the s/w also as a last resort, but lets face it, if you have been going without the channels you are paying for then its worth a try.

Please remember not to be angry at the Customer Service people, they are doing a thankless job and mostly get it right but they are overwhelmed at the moment after the latest s/w update. It is also worth remembering that some of the staff are not in the UK and probably earn in a week what you spend on
petrol in a day.

Hope this helps. :beer: