Sky HD+ box issues

mikepoole

We have been getting failed recordings, HD channels getting no signal constantly and now our Sky mini wifi box has decided to stop finding our wireless router to enable us to download programmes.

Whenever I contact Sky, I get the usual runaround which ends up with the standard "an engineer will have to come out and take a look - £65 call out fee"

I'm loathed to pay the fee as in my mind, I am not receiving the service that I pay my monthly fee for. The online help/"chat advisors" do the same thing - reboot the box, restart your router which I feel is lazy and cookie-cutter customer service

Has anyone had success with getting Sky to waive the callout fee and successfully get their box fixed (or as a last resort, replaced)??. I'd rather not have the box replaced if possibe but if it has to be, then it has to be.

Many thanks

Mike

[Deleted User]

mikepoole wrote: »

Has anyone had success with getting Sky to waive the callout fee and successfully get their box fixed (or as a last resort, replaced)??. I'd rather not have the box replaced if possibe but if it has to be, then it has to be.

If Sky fix the problem then it ALWAYS involves replacement of the box since Sky only exchange -never repair. The box will also always be "re-furbished", not brand new, but does come with a three month guarantee.

There are plenty of reports suggesting that threatening to cancel the subscription will lead to Sky waiving the £65 fee for replacement.

McKneff

If you feel that you don't receive the service that you pay your monthly fee for, why do you pay it.


Why not just cancel if you feel that way????

[Deleted User]

McKneff wrote: »

If you feel that you don't receive the service that you pay your monthly fee for, why do you pay it.

To be fair, the OP doesn't appear to think the service is at fault, but rather the hardware technology.

macman

You are getting the service you pay for. The equipment is not leased, but yours from day one. Once out of the 12m Sky warranty, any faults or repairs are your responsibility.
As above, if you are out of minimum term, then giving notice to cancel usually results in a waived service call-out charge.

almillar

Has anyone had success with getting Sky to waive the callout fee and successfully get their box fixed (or as a last resort, replaced)??. I'd rather not have the box replaced if possibe but if it has to be, then it has to be.

Yes, lots and lots of people have. Let's start at the beginning though. No point in replacing your box if something else is wrong. How's your signal strength? Maybe your dish is mis-aligned. This would mess up recordings, though you should usually get a 'part recorded' message instead of nothing at all.
WiFi - well, does restarting the router work? Is it a decent router? Any problems with other devices in the house and again, is the Sky box getting a good WiFi signal?
Anyway, after all that maybe the power supply is on the way out on your box (see if you can find out the make/HDD size). If so, asking to leave, they ask why, you say your box isn't working, will usually result in an engineer turning up for free. Be nice and polite about it though. It'll be a reconditioned box which seems to annoy people. Finally if you do get another box, you'll be starting with an empty HDD. It's possible (and a little techy) to get the recordings off the old box, and onto the new one. You have to take the hard drives out and you'll need a computer with plenty of disk space available and a way of connecting SATA drives.

Moneymaker

mikepoole wrote: »

now our Sky mini wifi box has decided to stop finding our wireless router

No, you are mistaken. It has no intelligence so it can't "decide" anything. Chances are high that you have done something that is causing interference or blocking the WiFi signal. However, the first move with any such problem is to reboot the router and reboot the Sky box.

mikepoole

Moneymaker wrote: »

No, you are mistaken. It has no intelligence so it can't "decide" anything. Chances are high that you have done something that is causing interference or blocking the WiFi signal. However, the first move with any such problem is to reboot the router and reboot the Sky box.

Moneymaker - a turn of phrase, not to be taken literally

As my original post said, I've rebooted both.

Many times

Moneymaker

Moneymaker wrote: »

Chances are high that you have done something that is causing interference or blocking the WiFi signal.

^^^^^^^^^^^