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Complaining to Sky
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gaffajames
Posts: 14 Forumite
Hi guys,
I sent the following complaint to Sky today. I'll let you know how it goes.
Dear Sir/Madam,
I had my Sky+HD box installed in February and have had nothing but trouble with it since. I have had to call the customer service centre at least 10 times.
Firstly, the recording function has never worked properly. This was the main reason I chose Sky over Virgin media (and because I thought Sky would be more reliable!). Several of the calls I have made have been about this in part. I have been through all sorts of reboots and procedures and whilst these seem to fix the problem for a day it always reverts. The pause function also does not work.
Secondly, I constantly have problems with the schedule information not being available. I came back to Sky after having been with Virgin for a couple of years, partly because I prefer your interface. This is pointless without any schedule information.
The biggest technical problem I have is that there is no signal being received a lot of the time. It is an intermittent fault that will come and go 10-20 times during a program. One time when I called I was given a few days credit. This is inadequate. I have been without a consistent signal for a couple of months now which is infuriating.
The final, and most annoying, problem has been the poor customer service I have received. Once when I called I said I wanted to complain and was told I couldn't because the technical problem had not been resolved yet. This is nonsense. Twice I have been cut off. One time I had a very surly customer representative (who got a very low feedback on the online survey you send out).
The worst customer service I have had is related to the loss of signal. I went through all the reboot procedures with someone on the phone. Eventually he told me that it was a satellite dish problem. I explained that I shared the dish with the owner of the flat downstairs, but that it was just us two. He told me to call the communal dish phone line. I called them and clearly explained the arrangement. They transferred me to a company called Love Digital. Love Digital told me that the dish was not installed by them and that it was not a communal dish in that it was not shared by a block of flats. They said that Sky had installed the dish as it was at a low level and only used by two of us (the dish was there for the man downstairs first and the Sky engineer merely connected my box to the spare outputs on the dish). I called Sky back and explained this (I was very annoyed by now, but remained restrained on the phone). I said that I wanted to speak to a manager about this. The man on the phone took my mobile and said someone would call back. A couple of days later I received a call from Love Digital. This was beyond a joke!! I explained the situation to Love Digital, they rechecked their systems and once again told me to call Sky. I called again today and the woman on the phone booked in a visit by an engineer. She said it was odd that the engineer had not been booked previously. I agree.
Once the engineer has resolve the problem I would consider the situation resolved in one of two ways. The first option I would accept is that you refund the subscription fees that I have paid since installation in February to make up for the fact that I have not received the service I have been paying for. The second option which I suspect would be preferable to you is that you upgrade my package to Sky+HD with Sky World for the same monthly subscription fee I pay now for rest of the time I remain a customer with you. This would be preferential for you I think, as the marginal cost of providing the extra channels will be nothing and you would not have to refund over £200 to me.
I look forward to your response.
Regards,
Gavin
I sent the following complaint to Sky today. I'll let you know how it goes.
Dear Sir/Madam,
I had my Sky+HD box installed in February and have had nothing but trouble with it since. I have had to call the customer service centre at least 10 times.
Firstly, the recording function has never worked properly. This was the main reason I chose Sky over Virgin media (and because I thought Sky would be more reliable!). Several of the calls I have made have been about this in part. I have been through all sorts of reboots and procedures and whilst these seem to fix the problem for a day it always reverts. The pause function also does not work.
Secondly, I constantly have problems with the schedule information not being available. I came back to Sky after having been with Virgin for a couple of years, partly because I prefer your interface. This is pointless without any schedule information.
The biggest technical problem I have is that there is no signal being received a lot of the time. It is an intermittent fault that will come and go 10-20 times during a program. One time when I called I was given a few days credit. This is inadequate. I have been without a consistent signal for a couple of months now which is infuriating.
The final, and most annoying, problem has been the poor customer service I have received. Once when I called I said I wanted to complain and was told I couldn't because the technical problem had not been resolved yet. This is nonsense. Twice I have been cut off. One time I had a very surly customer representative (who got a very low feedback on the online survey you send out).
The worst customer service I have had is related to the loss of signal. I went through all the reboot procedures with someone on the phone. Eventually he told me that it was a satellite dish problem. I explained that I shared the dish with the owner of the flat downstairs, but that it was just us two. He told me to call the communal dish phone line. I called them and clearly explained the arrangement. They transferred me to a company called Love Digital. Love Digital told me that the dish was not installed by them and that it was not a communal dish in that it was not shared by a block of flats. They said that Sky had installed the dish as it was at a low level and only used by two of us (the dish was there for the man downstairs first and the Sky engineer merely connected my box to the spare outputs on the dish). I called Sky back and explained this (I was very annoyed by now, but remained restrained on the phone). I said that I wanted to speak to a manager about this. The man on the phone took my mobile and said someone would call back. A couple of days later I received a call from Love Digital. This was beyond a joke!! I explained the situation to Love Digital, they rechecked their systems and once again told me to call Sky. I called again today and the woman on the phone booked in a visit by an engineer. She said it was odd that the engineer had not been booked previously. I agree.
Once the engineer has resolve the problem I would consider the situation resolved in one of two ways. The first option I would accept is that you refund the subscription fees that I have paid since installation in February to make up for the fact that I have not received the service I have been paying for. The second option which I suspect would be preferable to you is that you upgrade my package to Sky+HD with Sky World for the same monthly subscription fee I pay now for rest of the time I remain a customer with you. This would be preferential for you I think, as the marginal cost of providing the extra channels will be nothing and you would not have to refund over £200 to me.
I look forward to your response.
Regards,
Gavin
0
Comments
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I wont comment on the letter but will point out sharing the dish like this over two flats can be dangerous if each flat is on a different electrical phase unless earthed properly which i doubt the installer would have done. Check this thread out for an idea of the dangers: http://www.digitalspy.co.uk/forums/showthread.php?p=422574150
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gaffajames wrote: »They said that Sky had installed the dish as it was at a low level and only used by two of us (the dish was there for the man downstairs first and the Sky engineer merely connected my box to the spare outputs on the dish
Did you know the Sky engineer had connected your box to your neighbour's dish?
Does you neighbour know that you are using his dish?0 -
Did you know the Sky engineer had connected your box to your neighbour's dish?
Does you neighbour know that you are using his dish?
Yes and yes. It saved drilling more into the building. The bloke downstairs has since cancelled his contract and gone with Virgin due to the signal problems and a very rude customer services rep when he called.0 -
gaffajames wrote: »Yes and yes. It saved drilling more into the building. The bloke downstairs has since cancelled his contract and gone with Virgin due to the signal problems and a very rude customer services rep when he called.
He could still be using the dish for Freesat/Fresatfrom sky. You really need to get your own dish for the safety reasons I outlined above, and if i'm reading the reguations right it could be illegal.0 -
Which regulations is it? I know a bit about electricity, but I'm out of my depth on that forum. Who could I get advice from on this? If it is illegal then I'm really going to nail Sky!0
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I'm only going on what I read on the link about its illegal to "directly connect together" the electricity supply of two different properties which is effectively what you are doing through sharing the LNB. I wont pretend I know anything about the in's and outs, I just know the risk exists and its a no no. If you know anything about electricity supplies you are a few steps ahead of me.0
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If sky refuse to install a new dish for you for free and want a big price for installion, you could install one yourself, i have done this and i found it very easy. But if you live in a flat am not sure what line of regulations you have with installing a new dish and if you would require permission?????
Another thing i was thinking about is when sky say they that people who live in flats that require sky tv would require a mininum number of customers to want the service before installion or a cintract agreement can begin, but i woul dnot imagine if a flat with say 20 properties within the buliding would require a single dish each, so would need to share from one or more dishes. So am not seeing how you sharing with a neighbours dish would result in picture loss..
I think that the dish is not postioned propertly or it has been moved to lose it picture, and if this is the problem a simple alignment could be required to fix the problem.
Skullcreature0 -
Skullcreature wrote: »I think that the dish is not postioned propertly or it has been moved to lose it picture, and if this is the problem a simple alignment could be required to fix the problem.
Skullcreature
The fault is intermittent which leads me to believe that it is not a problem with positioning, but you could be right.0 -
Skullcreature wrote: »
Another thing i was thinking about is when sky say they that people who live in flats that require sky tv would require a mininum number of customers to want the service before installion or a cintract agreement can begin, but i woul dnot imagine if a flat with say 20 properties within the buliding would require a single dish each, so would need to share from one or more dishes. So am not seeing how you sharing with a neighbours dish would result in picture loss..
I think that the dish is not postioned propertly or it has been moved to lose it picture, and if this is the problem a simple alignment could be required to fix the problem.
Skullcreature
I agree it is a simple alignment problem that needs adjusting ignoring other risks for the moment. However, dont confuse a communial system, serving multi-tenants in blocks of flats, with a normal dish designed for one property. The two work in very different ways.0 -
gaffajames wrote: »The fault is intermittent which leads me to believe that it is not a problem with positioning, but you could be right.
If you both suffered the same problems its almost certainly an alignment issue rather then a hardware fault. Is it certain channels or all of them?0
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