Paying for Sky multiroom we don't have!

billynw

Hi guys,
Just wanted to know if anyone could me out with this one.
My wife looked into her grandmothers Sky TV bill as it seemed quite expensive.


Anyway we called sky & they broke the bill down for her and we have found out she has been paying for sky multiroom room for 5 years.
Here’s the catch the wife’s 95 year old granny has NEVER had sky multiroom!


So will called sky back. Sky TV have confirmed that one of their engineers installed a second box upstairs from the job log. This is quite funny as she lives in a bungalow!


We have worked out she has over paid Sky £1000 + over 5 years for the multiroom box that she has never received, had or been installed.


Now I was under the impression that Sky contact callback (ping) the multiroom Sky + box once a week to make sure it’s in the same house, to prevent you taking the second box elsewhere.
As there T&C says

To enjoy Sky multiroom, each TV in your house needs its own Sky box and they must all be connected to the same phone line, unless you activated your viewing card after 17 December 2013 in which case no phone line connection is needed. However you need to make sure your boxes are connected to your home broadband network where possible.



Every time we phone sky we get nowhere as Sky are being very awkward. Wanting to know the things like her sky password etc. Like I keep saying she’s 95 very deaf and can’t remember what she had for tea last night never mind a sky password. Also she in hospital at the moment as had a really bad fall.

Please if anyone could point us out who to talk to in Sky because in my eyes a Sky engineer as committed fraud to a 95 year old granny.

[Deleted User]

billynw wrote: »

Sky TV have confirmed that one of their engineers installed a second box upstairs from the job log. This is quite funny as she lives in a bungalow!

"Upstairs" or another room, the job sheet indicates that another box was installed. I see no way for you to refute this as an outsider, as grandmother will have signed that the work was completed.
Whether this other box is still connected is irrelevant. I doubt very much that you'll be able to argue that the other box has never been connected even though it may not be now. The "callbacks" do indeed indicate if a telephone line is connected to both boxes but, if anything, logs of such callbacks(if they exist) would go in Sky's favour.

The only realistic thing to do now is to cancel the second box if it is no longer in use by grandmother. Do be aware though that if anyone is using the second box elsewhere (another relative, perhaps?) the cancellation will result in that box no longer functioning. I'd ask around the family before progressing any further with "fraud" allegations against Sky. Incidentally, anyone using the Multi-Room at an address other than grandmother's would obviously be breaking Sky's terms and conditions and might be loathe to admit it!

billynw wrote: »

We have worked out she has over paid Sky £1000 + over 5 years for the multiroom box

Multi-room costs an extra £10 a month, so £600 extra for five years. Where did you get £1000 from?

macman

Could she have been persuaded by someone else to have Multiroom installed, who has then taken the box and used it elsewhere?
You won't get anywhere unless the person calling can pass security (so in reality it needs to be a female who has the password). What I don't understand is how you've got the info about the install log from Sky already if you can't pass security?
The 'upstairs' reference is probably no more than installer error, writing up his logs in the evening having done ten installs that day. It doesn't prove that the MR install was never done, because they will have a sig.
The callbacks are contractually required, but are not foolproof: there are numerous reports on here of people using multiple boxes unconnected for years without detection.

kev25v6

Just check for wires from the sky dish to see if there are extras going to another room.

billynw

Her bill was showing £16 a month for about five and half years.
This is what I thought is strange as five years ago multi room was £10 a month but now £12 a month?

Only 2 coax’s cables come from the dish to box. know where else in the house.

We have spoken to customer services and had emails but get know where.

We spoke to customer service last month and the grandmother gave us permission to speak to Sky this how we found out about the installation log.

What I’m bouncing about is the Sky engineer got a 90 year old woman to sign for something she never order, or even had installed. But like you said I can’t prove this as she sign for it?

[Deleted User]

billynw wrote: »

Her bill was showing £16 a month for about five and half years.

That's not the price for Multi-Room. I'd certainly query that. Are you sure this is itemised as Multi-Room?

billynw wrote: »

This is what I thought is strange as five years ago multi room was £10 a month but now £12 a month?

Currently £11.25.

billynw wrote: »

What I’m bouncing about is the Sky engineer got a 90 year old woman to sign for something she never order, or even had installed. But like you said I can’t prove this as she sign for it?

Sky installer had no ability to change what was ordered either over the 'phone, via internet or by mail. He could not have simply "installed" a phantom box without the Multi-Room being ordered and Sky would not have started charging for it. Other than acquiring an extra decoder, the installer would have nothing to gain from such action.

talktalktobt

for the multi-room subscription to go live (and charge) it has to be taken through the installation sequence on the box. It also has to have a valid viewing card (which would have been replaced by mail about a year or two ago).

There are lots not adding up here.

If you are disputing the bill you need to get back copies and work out what she is paying and for what. It doesn't sound like a multi-room subscription (I cant think of anything that has cost £16), and the technicalities of it all make it highly unlikely.

If your grandmother is unhappy at talking to sky on the phone, you can do it on her behalf if she is there to verify her details and confirm it is ok.

I am just thinking out loud here but... could it be an older version of SkyProtect with multiroom coverage?

[Deleted User]

talktalktobt wrote: »

could it be an older version of SkyProtect with multiroom coverage?

Certainly more likely than a Multi-Room (Screen) subscription, especially as £16 a month has never been charged for that.
I suspect the OP already knows the answer but is unlikely to return to the thread to admit the mistake.

billynw

OK sorry about the delay guys
As I was getting know where sky customer services I contacted them via there main Facebook page (public).
They gave the same old story about Granny taking out sky multroom 5 years ago.
But I final got to speak to a supervisor over the phone.
Now as I use to a be a member of the CAI (Confederation of Aerial Industries) all the training I done with them told me that both boxes must be connected to the telephone lines at all times.

So I requested to see all the call logs to the second box.
The serial number of the second box.
And the serial number of the Card.

Anyway last night I received an email from sky confirming that a second box and card has NEVER been installed & also she was paying the £5+ for sky movies HD.
Even though she has a SD sky+ box?

The is no call logs and no second card / box assigned to her

And we have now received a full refund of just under £1000.

I will post the email up here later when I get home.
Many thanks for your input guys!