Sky+ box conveniently failing

daveboy

My Sky+ HD box became sluggish and very slow to respond a little while ago.

All I did was a Planner Rebuild.....where you WILL keep your recordings and the list of programmes due to record. That worked and I've had no issues since.

As above, a system reboot is effectively reformatting the hard drive.

Additionally, I've been getting calls to my mobile that I didn't recognise, so I didn't answer. Each time I've stuck them into Google, they've been linked to Sky warranties from third party companies.

If my Sky+ HD box develops a problem that I can't solve, I will bother them big style until they sort it out to my satisfaction at no cost to me. Just stand up for your rights and definitely don't give in to these dodgy companies that conveniently ring a month before the warranty ends (mine is June 2010 so I'm in the same boat).

lucylucky

I have rebooted my box (ooer missus) several times and never lost any recordings at all.

Lorian

A kit of new capacitors for the PSU is about £12 on ebay, and anyone competent at soldering should be able replace them in about 30 minutes.

Of course if it's under warranty hassle them for a new box first.

BorisDollar

Sorry to rehash an old thread, but I guessed for my first post here it would be better than a new one!

I've had Sky HD for about 3 years now, and been a loyal customer to Sky for over 14 years. About 4 weeks ago, we upgraded our Sky package to include phone and internet, which we moved over from BT.

Shortly after I started receiving calls from someone who was from India asking me about my sky box and the warranty. To be honest, I could barely understand him, so most of the time I just hung up, until a week or two ago (he kept calling every day) when I swore at him and he's never called back since.

Anyway, the point i'm trying to get to is that typically my Sky HD box (Thompson) has started to die. The signs?...

1. Number of failed recordings for no apparent reason.
2. System completely reset itself once (i didn't touch a thing), erasing all recordings.
3. System starts up slowly. Takes about 10 minutes sometimes to load up the channels so that I can actually view anything.
4. I can hear the hard disk spinning quite loudly. It sounds like its constantly seeking for something, but I could be wrong. I'm not an engineer after all!
5. Some recently recorded programmes are almost unwatchable when playing back as the picture and sound stutters.

I called Sky this morning, told them about the problem. They simply said "No warranty / Sky Engineer £65 / New box approx £150"

I argued that I had just upgraded all my Sky services and moved from BT, but that if I was a new customer I would probably get a new box, to which she replied that I did get a new box 3 years ago, but that these boxes are not designed to last forever.

Anyway, I tentatively threatened to leave if they didnt give me a new box, but they said that they "simply do not give out free boxes to existing customer".

So Money Saving Experts, what can I do next?

Thanks for your help in advance.

MrsBartolozzi

Threaten to leave?

I did and they offered me a new box to stay. Oh, and reduced price tv for 3 months too.

I was offered the box at the time, but some people have said that you should say you want to leave and get put through to the disconnections dept. Organise the leaving (say you still want your tv til next billing day as you pay in advance) and wait about a week and you'll get a phonecall offering whatever they have to retain you at the time.

HappyMJ

They are cottoning on to people who tentatively threaten to leave. You have to have some passion in your voice when you threaten. And be prepared to go through with it. It's 30 days notice and I bet that before the 30 days are up they'll be on the phone asking you to stay. Even if it gets to 30 days join again as a new customer maybe in your OH's name and through a cashback site too.

BorisDollar

Thanks Mrs Bartolozzi.

Will that phone call definitely come if I go through the disconnection process? I don't want to lose my sports packages!

jem16

BorisDollar wrote: »

Thanks Mrs Bartolozzi.

Will that phone call definitely come if I go through the disconnection process? I don't want to lose my sports packages!

Maybe, maybe not.

You could always email the CEO jeremy.darroch@bskyb.com and politely tell him the problems that you are having and that you are disappointed that your box is failing after only 3 years and that as you had recently brought over all your services to Sky, you would have liked to have had a free engineer visit rather than have to cancel your services.

Moneymaker

The Thomson problem has been known about for years. Anyone with a Thomson Digibox that still appears to be working is on borrowed time and you can be sure that, if you ever have to switch it off, after it cools down it won't work properly again.
http://www.google.com/search?hl=en&q=Thomson+faulty+Sky+Digibox+Power+Supply

As for compensation, jem16 has the right idea. Sky quite often give something like half-price movies for 6 months if you WRITE them (not phone) a brief letter explaining (not complaining) the problem. Tell them that you'd like compensation in the form of a subscription reduction (if that's what you'd like).

macman

BorisDollar wrote: »

Sorry to rehash an old thread, but I guessed for my first post here it would be better than a new one!

I've had Sky HD for about 3 years now, and been a loyal customer to Sky for over 14 years. About 4 weeks ago, we upgraded our Sky package to include phone and internet, which we moved over from BT.

Shortly after I started receiving calls from someone who was from India asking me about my sky box and the warranty. To be honest, I could barely understand him, so most of the time I just hung up, until a week or two ago (he kept calling every day) when I swore at him and he's never called back since.

Anyway, the point i'm trying to get to is that typically my Sky HD box (Thompson) has started to die. The signs?...

1. Number of failed recordings for no apparent reason.
2. System completely reset itself once (i didn't touch a thing), erasing all recordings.
3. System starts up slowly. Takes about 10 minutes sometimes to load up the channels so that I can actually view anything.
4. I can hear the hard disk spinning quite loudly. It sounds like its constantly seeking for something, but I could be wrong. I'm not an engineer after all!
5. Some recently recorded programmes are almost unwatchable when playing back as the picture and sound stutters.

I called Sky this morning, told them about the problem. They simply said "No warranty / Sky Engineer £65 / New box approx £150"

I argued that I had just upgraded all my Sky services and moved from BT, but that if I was a new customer I would probably get a new box, to which she replied that I did get a new box 3 years ago, but that these boxes are not designed to last forever.

Anyway, I tentatively threatened to leave if they didnt give me a new box, but they said that they "simply do not give out free boxes to existing customer".

So Money Saving Experts, what can I do next?

Thanks for your help in advance.

Use one of the independent repair cos. in the sticky at the top of this page, If it's a PSU problem they will fix it far better than new and much cheaper than a new one from $ky.