Sky multiroom & Talk Talk problems

gotnomoney1

Is anybody having problems with sky multi-room callbacks & Talk Talk phone line?? For many months I have been getting charged the full price for my multi-room boxes as sky keep saying they are not connected. I did not have any problems until I changed from BT to TalkTalk. When the engineer came out & tried about 30 failed callbacks to the boxes he said that sky multi-room equipment (if you have got more than 1 box) was not compatible with talk talk lines. I have managed to get this months money credited back to me but they will not give me anything else back even though it is not my fault. The engineer said there was nothing he could do & when they do the next callback & it fails I will get charged extra again. Can't get out of the talktalk contract yet without a penalty. Just frustrated that sky are not bothered about the problem as they are getting extra money & talktalk don't really care!!:(

Pokerlad

gotnomoney1 wrote: »

Is anybody having problems with sky multi-room callbacks & Talk Talk phone line?? For many months I have been getting charged the full price for my multi-room boxes as sky keep saying they are not connected. I did not have any problems until I changed from BT to TalkTalk. When the engineer came out & tried about 30 failed callbacks to the boxes he said that sky multi-room equipment (if you have got more than 1 box) was not compatible with talk talk lines. I have managed to get this months money credited back to me but they will not give me anything else back even though it is not my fault. The engineer said there was nothing he could do & when they do the next callback & it fails I will get charged extra again. Can't get out of the talktalk contract yet without a penalty. Just frustrated that sky are not bothered about the problem as they are getting extra money & talktalk don't really care!!:(

Try putting the prefix 1280 in. I forget where in setup this goes but it might be in the installer menu. This should drop all call backs to the BT network and not via talktalk.

PNPSUKNET

dont the switch to a talktalk llu when you transfer, its not skys fault as its in their t&cs

iniltous

If you have moved to Talk Talk and TT have their own 'network' in your local exchange (full LLU) then you will be connected to TT's 'exchange' equipment rather than TT re-selling BT dialtone, try dialing '17070' from a TT line and the computer voice is different to the BT computer voice & the options offered are not the same...BT = posh woman, TT = flakey american ( so I've been told)
There does appear to be compatibility problems with TT LLU phone lines...not just with Sky boxes, but burglar alarms etc... your Sky boxes need to 'call home' to Sky with Caller Line Identity so Sky know that both boxes are connected to the same telephone number (to stop you paying £10/month for the full TV pack and then using the multi room card in another box in another property)....your Sky boxes make these calls in the middle of the night, so you wont even be aware that they do this, but the calls confirms the boxes are connected to the same telephone number (using the CLI) that Sky has on its records.
The problem seems to be that a call originated from your Sky box on a TT LLU line doesnt connect to Sky's computer in the correct way so they assume you are using the multi room card in away thats against Skys T&C's...so they charge you extra ££'s,
Your problem is TT will say there is nothing wrong with their network and its your end user equipment (the Sky boxes)
Sky will say you have to be connected to a BT or Sky line (and you are not)....solution is to not be a multi room Sky customer or move your phone to BT or Sky.....or pay full price for two TV subscriptions and disconnect the Sky boxes from the phone line

TalkTalk

Hi Gotnomoney,

In relation to the support Talktalk can give in this case this is limited.

As part of diagnostic testing for any faults on the line we would remove the Sky boxes, as this would leave no fault on the line there is little for us to investigate. This is why you may have been advised to discuss this with Sky as TT do not support any issues with their equipment.

If Sky deem that you have to be connected either to a BT or a Sky Telephone line for you to be eligible for a discount, then by using TalkTalk you are not adhering to the terms which Sky have determined for this offer. As such this would need to be addressed with Sky and TalkTalk would not be able to assist on this issue.

Regards

Inactive

Lesson, if you have Sky TV, avoid TT telephones.;)

TalkTalk

Hi Inactive,

That's not quite the point of my post, rather that as a TT representative I can only provide information on our processes.

As advised in terms of looking at this as a fault on the linee we would always discount the sky box as this isnt supported equipment. As such this would lea

In terms of compatibility with fully-LLU providers (which in a nutshell is what the issue is) this would need to be directed to Sky as to whether this issue can be overcome.

Regards

Inactive

Looks like a case of each company blaming the other to me.



Until this problem is resolved ( if ever ) it would make sense to avoid TT telephone to me, as avoiding Sky TV is probably not an option for many people.

TalkTalk

Hi Inactive,

Its not a matter of apportioning blame but TT have no visibility of what specification Sky build their equipment and what phone lines this is or is not compatible with.

If Sky have told the EU that the Sky box is only compatible with a SKy or BT line then I am in no position to disagree with this advice, which apparently originated from Sky, to a Sky customer, in respect to Sky Equipment, which TalkTalk have no involvement with.

Regards

jem16

TalkTalk_Company_Representative wrote: »

If Sky have told the EU that the Sky box is only compatible with a SKy or BT line

Except that isn't accurate either as it works perfectly well with Virgin phone lies too.

Inactive

TalkTalk_Company_Representative wrote: »

Hi Inactive,

Its not a matter of apportioning blame but TT have no visibility of what specification Sky build their equipment and what phone lines this is or is not compatible with.

If Sky have told the EU that the Sky box is only compatible with a SKy or BT line then I am in no position to disagree with this advice, which apparently originated from Sky, to a Sky customer, in respect to Sky Equipment, which TalkTalk have no involvement with.

Regards

Well I happy to be proven wrong, but it is only TT lines that do not work with Sky, as far as I am aware, that surely must tell you something.


My advice at above post stands.