SKY not providing service I am paying for.

MinniMe_2

Does anyone know where I stand?

To try and be brief, I ordered the basic package with SKY, initially it was all OK, engineer came out late (whats new) but on the day he was ment to, left without explaining anything and of course it didn't work. Had another engineer out the next day (following many arguments) and was told that as I only had 1 LBM I couldn't use the full functionality, he was great, explained a work around etc.

So I complained to SKY, they agreed I should have been informed of this prior to order and as a result ws mis-sold.

Next issue, although the service leval agreement is 3weeks, it took 7weeks to get my phone line in (i know this is Open reach although SKY do contract throught them).

Now to top it all off my internet should have been connected yesterday but hasn't. I have spoken to the technical help team who talked me through everything (nothing I hadn't tried on my own!) and they are now away to look into it.

All the while I am paying for all services and SKY seem simply unwilling to help resolve any of the issues.

Is there anything I can do?

dmg24

So what services are you not receiving now - just the internet?

MinniMe_2

Internet and full sky functionality.

stugib

MinniMe wrote: »

Had another engineer out the next day (following many arguments) and was told that as I only had 1 LBM I couldn't use the full functionality, he was great, explained a work around etc.

So I complained to SKY, they agreed I should have been informed of this prior to order and as a result ws mis-sold.

MinniMe wrote: »

Internet and full sky functionality.

Do you mean Sky+ functionality? That's the only thing I can think of if you mean LNB rather than 'LBM' - you'd need a twin LNB for Sky+.

What did you order? If it was Sky+ you should've had a Sky+ installation with a twin or quad LNB fitted to the dish and two cables from the dish to the TV.

Do you live in a flat/shared accommodation with fixed Sky outlets and that's why they can't install an extra cable?

I'm confused.

lucylucky

stugib wrote: »

Do you mean Sky+ functionality? That's the only thing I can think of if you mean LNB rather than 'LBM' - you'd need a twin LNB for Sky+.

What did you order? If it was Sky+ you should've had a Sky+ installation with a twin or quad LNB fitted to the dish and two cables from the dish to the TV.

Do you live in a flat/shared accommodation with fixed Sky outlets and that's why they can't install an extra cable?

I'm confused.

Me too.

Wonder what a workaround to only having one LNB might be?

stugib

lucylucky wrote: »

Me too.

Wonder what a workaround to only having one LNB might be?

I think it's possible to record the channel you're tuned into even with one cable plugged in.

MinniMe_2

sorry for the confussion.

Yes I am in a shared flat so only have one LMB, I ordered SKY+, which they don't install anymore only HD boxes which means I cannot pause, record anything except the chanel I'm watching - can't even record in the future due to a software issue on the HD boxes,. There used to be a work around for the sky+ boxes but the software on the HD boxes is different.

Sky have admitted that they should have informed me that I would have limited functionality when I ordered, the agreed the package was mis-sold. They have also agreed that they have broken service level agreements with the line installation and now they have no idea why my internet isn't working.

i am so frustrated and at a loose as to what to do

lucylucky

Tell them to take it back, as they have not supplied what you wanted.

See what their reaction is.

As a goodwill gesture they might install a twin or quad LNB (not LMB).
Practically how easy would that be to do? Is the dish accessible?

Would the flat owner allow this?

stugib

MinniMe wrote: »

I ordered SKY+, which they don't install anymore only HD boxes which means I cannot pause, record anything except the chanel I'm watching - can't even record in the future due to a software issue on the HD boxes,. There used to be a work around for the sky+ boxes but the software on the HD boxes is different.

That's wrong, you can go on Sky's web page now and order Sky+ and not HD. They do seem to have discontinued standalone boxes by the looks of it though.

Are you paying for the HD pack (£10pm)? Do you want it, have you got an HD TV? Be warned however that they could easily update the software on the Sky+ box and disable single-feed recording again.

MinniMe wrote: »

Sky have admitted that they should have informed me that I would have limited functionality when I ordered, the agreed the package was mis-sold.

Tricky with the TV. Sky+ functionality is no longer chargeable (used to be £10pm on basic packages) so although you're not able to use it, you're not paying for it so you're effectively just left with a standalone, non-recording Sky box.

If you ordered it specifically because of Sky+ and they didn't assess your situation then I'd say your only option is to rescind the whole contract and give them back the box, or push for a small discount off your monthly bill.

MinniMe_2

Thanks for your replies.

i understand what you are saying about ordering Sky+ online, this is what I did, tehy installed HD and said they do not offer sky+ boxes anymore. I do not pay the £10 am month for HD as I do not have an HD TV.

lucylucky - the management committee own the building and have said they will not allow sky to install a second LNB.

I have tried saying, I want out of the contract but they said I would then be in breach of contract as I have signed up for 12months.

I have asked for a discount and they have said no. More than anything I just want what I ordered.

lucylucky

"So I complained to SKY, they agreed I should have been informed of this prior to order and as a result ws mis-sold"

Get them to agree that it was mis-sold in writing and then get them to take it away. If they admit it is their fault then they need to deal with it.