Sky update causes box to freeze

makemdano

No boxes have failed altogether because of the update though.

HOW do you KNOW this? You seem to confuse fact and opinion; you may think this to be true but you post as if you know it to be a fact

(if you do know this to be fact then yet more evidence suggesting connections to SKY):rotfl:

I kind of admire your blind faith in technology it must be nice in SKY WORLD!

If you had worked in the industry I've been in you'd realise we're all doomed!:A

makemdano

Srobbsuk wrote: »

Hi,
i recently came home to find a message on my Sky HD+ box saying congratulations your box has been updated successfully. No problems there i thought but upon trying to click through channels nothing happened. The box had frozen and no matter what i tried i could not change anything at all. I had to unplug everything then wait 20 mins while it reset itself only to find it froze again after a few minutes. I logged into live chat on my sky account and explained the problem. After going through some troubleshooting (3 times) the box is still not working. They then advised me to phone Sky protect service as my box is out of warranty. To cut a long story short i have ended up paying £60 for an engineer to visit and repair the problem they themselves caused! I have complained to Sky as i believe this poor customer support.

OK her's the scenario, forget it's a SKY box for the moment.:

You purchase a service from a company. You need a piece of equipment to use the service which they provide at start of contract.
The equipment and service perform faultlessly until....
They upgrade the software on the equipment. They give you no warning, they just do it and immediately after the equipment fails and you can't use the service.

3 Guesses where the problem is....
second thoughts you only have 1 guess

fight them and get yer money back 'cos they are at fault

baza52

Im sure there are 1000's of other people out there with the same box and firmware. If it happened to everyone with that type of box we would have seen lots of posts about it.

katevq

This did happen to my box last week as well

I did a manual software update- held back up button down while turning the power on until the front lights came on.
Its been fine since this.

[Deleted User]

makemdano wrote: »

No boxes have failed altogether because of the update though.

HOW do you KNOW this?

In the same way I know your box does not have a fault caused by the update. The "R10" software update has been rolled out over a period of weeks and is not downloaded to every box at the same time. The update was also Beta tested months ago causing no boxes to fail, otherwise the rollout would never have started.

You say your box has developed a fault only this week when your box received the update. As I said earlier in the thread, this is a coincidence and the two are not related. If you received your update only this week, then your box is one of the last to be updated and the update has proven stable enough to now enter the forced download stream.
Other fixes will doubtless be made to the new software over the coming weeks, months, years. Most such software downloads are not announced to customers and just happen overnight.

makemdano wrote: »

You must work for one of SKY's installation subbies then?:D

I don't need to work for Sky to know this and I'm in no way defending the provider, I'm pointing this out for the benefit of other forum users including yourself. Sky only replace with re-furbished boxes as allowed under SOGA.

I usually frequent the PPI board, should that mean I work for a bank or a claims management company?:p

katevq wrote: »

I did a manual software update

The problem with that is your box will have reverted to the previous software and will soon receive the new update again via the satellite.

Heinz

makemdano wrote: »

If you had worked in the industry I've been in you'd realise we're all doomed!:A

Undertakers?

Moneymaker

Moneyineptitude wrote: »

Are you Michael Dranfield, proprietor of Digifix?

I'm not. I don't know of any other independent Digibox repairers in England. (I think there's one in Northern Ireland called Greene.)

Anyway, all my points were from statements made on this and other forums where people have:-

1. talked the installer into giving them a NEW replacement.
2. received a used Digibox that was full of dust and failed after a short time.
3. sent the Digibox to Digifix and received it back, repaired, with recordings intact.

BTW, OP, did you try forcing a firmware download again?

Kurtis_Blue

No idea why Moneymaker is continually allowed to spam his own and connected businesses on here.

If you are going to spam you should at the very least state you have connections seeing as this company is advertised all over your own website, very underhand.

[Deleted User]

Moneymaker wrote: »

sent the Digibox to Digifix and received it back, repaired, with recordings intact.

Just to ask again, how much more than sixty pounds did that cost?

Moneymaker wrote: »

talked the installer into giving them a NEW replacement

More likely the item simply looked new, they all come in a box.

Moneymaker wrote: »

Received a used digibox that was full of dust and failed after a short time

The re-furbished boxes come with a new warranty. I agree they should not have dust in them.


Isolated instances where the installer has failed to provide a properly re-furbished box are certainly no reason to use some random repair firm that you apparently have no connection to. The company you recommend (apparently because they are the only "independent" in England:eek:) charge a non-refundable deposit just to look at the box which you have to send via the mail. The firm "kindly" doesn't charge this to anyone who donates their broken digibox!

I don't recommend sending a broken Digibox with no guarantee that it will be fixed!

At least Sky send someone to the customer to swap out the box. Just as there have (apparently) been reports on this forum of installers failing to supply a properly re-furbished box, there have definitely been many instances reported where Sky haven't actually charged when customers have threatened cancellation.