help with sky multi room

miss_missy

hi
can anyone offer any help or advice we have been with sky for 10 years and never had any problems but the last 6 months have been awful we are currently having a problem with our multi room we keep getting letters telling us we dont have them connected to a telephone line, we do and when we call sky they say yes we are getting callback and they dont know why we are recieving the letter apparently notes have been put on our account to look into this.
Yesterday i recieved yet another letter stating that our phone line was withholding our number we are not exdirectory or withhold our number by any other way (we do not withhold our number to anyone else so cant see why our phoneline would decide not to allow sky to know this). It then went on to tell us we are being charged extra now for a full tv subscription, so yet again i called sky who once again said not sure why you are getting the letters we have recieved callbacks at the end of it the guy refunded the money we must have already been charged and said to ignore any more letters because there is nothing wrong, now of course we cant ignore the letter becasue they keep saying there going to charge us butnot sure why this keeps happen although i do feel its abit of a scam by sky as everytime i call them we are being charged for doing this
any help or advice would be great
thank you

spike7451

It could be a faulty modem in one of the boxes.Try & use the interactive on the boxes,if it works on one & not the other,then the modem or phoneline of the box it failed on may be faulty.
Just plug a phone into the extension to check the line's OK.The plug in extensions Sky fit are,well, !!!!.

jem16

miss_missy wrote: »

Yesterday i recieved yet another letter stating that our phone line was withholding our number we are not exdirectory or withhold our number by any other way (we do not withhold our number to anyone else so cant see why our phoneline would decide not to allow sky to know this).

Two things to check;

1. Press Services - then 4,0,1 Select ( ignore what you see on the screen as this is the hidden installer's menu)

Then select Telephone Settings and check there is no dialling prefix in there that would be withholding your number. If there is remove it and select Save settings

2. Perform a callback - use the same installer's menu but this time select New Installation. Follow through the onscreen instructions and it will perform a callback.

Let us know what you found when doing this.

spike7451

jem16 wrote: »

Two things to check;

1. Press Services - then 4,0,1 Select ( ignore what you see on the screen as this is the hidden installer's menu)

Then select Telephone Settings and check there is no dialling prefix in there that would be withholding your number. If there is remove it and select Save settings

2. Perform a callback - use the same installer's menu but this time select New Installation. Follow through the onscreen instructions and it will perform a callback.

Let us know what you found when doing this.

To add to jem's,if the callback fails or you get 'Telephone Line Not Connected' then check the phoneline connection,try again,if it still fails,then try a phone in the socket,if that works,then it's more likely the modem in the box is !!!!!!ed.

miss_missy

hi
thank you all for your replies
we have already done the above many times as sky keep sending us papers on how to preform call backs one box works fine the other comes back sometimes prefix update failed and other times work but everytime we call sky they just keep saying that they are getting callbacks from both boxes and dont know why we are recieving the letters

jem16

miss_missy wrote: »

the other comes back sometimes prefix update failed and other times work

Surely that's why you are getting the letters?

but everytime we call sky they just keep saying that they are getting callbacks from both boxes and dont know why we are recieving the letters

I wouldn't necessarily believe everything the Sky call centre says unfortunately.

If one of your boxes is coming back with that error there is a problem which needs to be fixed.