Trouble with Sky Plus & Customer Service

jacx_2

Apologies if this is in the wrong place. I'm only an occasional visitor to these forums so am not quite sure of the etiquette!
Has anyone had any problems with their Sky Plus box in the last week or so? Mine shut down last night. I lost all programmes from my planner and I couldn't record. I rang Sky this morning and the first thing I was told was "Oh yes, we've been having problems over the past few days - we downloaded some software to the wrong boxes" That person put me through to someone else who took me through several steps to get the box working again. I didn't get my lost programmes back though.
As the first person I spoke to had more or less admitted that it was an error on Sky's part that had caused this, I asked about the possibility of some sort of compensation. The second person took my details and said a team leader would call me back. She didn't contradict the first person's statement that it was Sky's error.
This afternoon the box froze again. Again it wouldn't record. Again I rang Sky. (Good job I found a free phone number on saynoto0870.com!). I spoke to a third woman who helped me get it working again, but now they're completely denying that they're at fault. She said that they HAD been downloading software but NOT to my type of box so that couldn't have caused my problem. I kept trying to get through to the woman, (who had a bit of an attitude problem, didn't listen properly and kept interupting), that THAT wasn't the point. The point was that they although weren't MEANT to download to some boxes, I had been told that they did so in error - hence the problem. I don't see why the first person I spoke to would have acknowledged a problem which they actually weren't having?! It seems to me like they're just trying to get out of compensating me and/or fixing the problem permanently if it happens again. Because if it does happen again, no doubt I'll be expected to fork out for an engineer to come and look at it.
I'm just thnking that if a few of us have had similar experiences I'll have something to come back at them with if/when I get my promised call back from the team leader, as will anyone else in the same position.
Cheers.

comping_cat

I havnt had any problems with sky myself - but did you get the names of the people you spoke to this morning? I would put in writting everything that has happened, explaining that with your first 2 calls, you were told that sky were having problems, however the third person (after yet another problem with your box) denied this. If you have the staff members names this will help - but if not i would still write.
Also, how long have you had sky? Ive seen on a different sky thread, people who have had problems with their boxes, when told they would have to pay for an engineer have said, well we will cancel then, and then get the engineer out for free - so if it comes to that, you might think about using that tactic.

mtm81

The problem stems from the incorrect updating of (in some cases - the wrong box) of the software in the boxes to take advantage of the "new" sky anytime features that are being rolled out.

On Tuesday morning about 5 am is when the roll-out occured and it's been resetings peoples boxes, removing the items in the planner and even worse (as in my case) - rendering the box totally useless by setting into permanent standby mode.

Even a hard reset (switch off the box at the wall ..hold the "backup" button on the front of the box in and switch back on - waiting around thirty seconds with the backup button still pressed and wait for a load of lights on the main box.. when this happens release the button and read the on screen message....)


still hasn't fixed it..

so people - be aware this is known issue..

singlehouseholder

Sorry you're having problems, I can relate completely. I'm in the process of requesting the notes they hold on their system to send to watchdog/local press after I was called a liar by a so called manager in the contact centre. It depends who you speak to at Sky, I 've had cause, to ring approx 40-50 times since december, I've spoken to about 3 people who sypathised. I've cancelled all my sky products and it is a matter of principle that I will never subscribe to any service provided by Sky. I'd rather do without than give that money gfrabbing Murdoch any more of my hard earned ( even if the bloke whinges about missing sky sports.) Cancel cancel cancel.

maxfactor_3

Waste of time each one contradicts the other.They make it up as they go along.The calls are recorded and when you remind a supervisor of that they just apologize and say sorry thats not right.Write a letter they gave me £20 compensation but a computer did it as they didnt even answer about the problems just said here,s £20 Had more trouble since took me weeks of phone calls.Pain in the back side