Problems with Sky+ Box

Davidboy

Hi - is anyone else having problems with their Sky+ box? We are now on our third box in 4 months, the first lasting just under 3months, they then supplied a reconditioned replacement, which lasted 5 days. Then talking to CS people at Sky I found as I had only had the first box for less then 3 months before it went wrong, you are entitled to a new box, so eventually they replaced the reconitioned one with a new box. That was 3 weeks ago. Last night this "new" box froze and we had to reboot it by unplugging at the mains. So for now it is working ok but assume it won't be long before it goes wrong too.

Now I am not complaining about Sky+, cos we think it is brilliant, being able to record at a touch of a button and freeze live TV, it's just the reliability of the boxes that concerns me....or is just me?

Anyone else had problems?

deanos

Have you downloaded the lastest software ?

Unlpug the box from the mains , then hold the backup button on the front of the box , keep holding it down then switch back on, keep holding for about 20-30 seconds then a banner will show saying downloading software, you can then let go of the button

This can solve a few problems.

Davidboy

Yeah thanks for that, done that on the 2 boxes that went wrong, was advised by the CS desk to do that, did not help!!


As no one else has added to this thread, I must be the only one!!! Oh well



D

RoxieW

hi davidboy - we've had many many many problems with sky + - in fact we've had an engineer out 13 times and 3 boxes. sky are a nightmare - each engineer tells a different story to customer services etc. I got £100 from sky for all the problems we've had cos i asked to cancel - but i dont really want to cos like you i love being able to record at the touch of a button. It's so frustrating thou!!

nickmack

Davidboy wrote: »

it's just the reliability of the boxes that concerns me....or is just me?

When I first got Sky+ a few years ago, I lost count of the number of boxes I had in the first year. It was close to every other month though. At that time there was a problem with the software which was eventually rectified. I think a combination of this and bad luck with disks in refurbished boxes was the cause.

The box should download the latest software, so I don't believe that is necessarily an issue. Another thing to check is ventilation. I used to read alot about boxes overheating and subsequently failing. Ensure you have adequate space around the box and make sure it doesn't get too hot.

deanos

Had 2 Sky boxes over recent years, never had a problem, only changed to get bigger capacity ones.

jackieb

I'm having problems with my Sky HD box. I got my first one at the end of July this year, and had to have it replaced about 4-5 weeks later, because it kept turning itself off, and wouldn't turn back on for ages. Now today, when i'm recording something I can't get a signal on any other channel, only the one i'm recording. I also can't record more that one thing at a time. It also froze today. Well the picture froze, but the dialogue just carried on as normal! Thigs i've recorded in the past couple of days keep jumping and going 'blocky' too.

I'm paying over £50 a month for something that's not reliable. It's a joke.

Ventilation's not a problem either.

happykayaker

I am now on the 3rd box in 4 months, the current one being installed on Sat (2 days ago) and this one is faulty. There are issues recording, playback and for the first time this box is showing picture and sound issues on live TV. I phoned to report it - having spoken to the sky engineer on Sat - who suggested I argue for a free HD box (not upgrading my package) as this is what all new customers are getting anyway. I was told by the chap (in India who was not very able at coming off script) that they were not able to do that - this was up to the engineer - which contradicted what the engineer said on Sat. I asked to speak to his manager, and off he went, came back saying the manager agrees with him (seemingly too busy to speak to a mere customer). I asked for a customer complaint department telephone number, all he was able to do was to give me the bskyb.com website - which after a lot of playing, eventually found me at the mysky websites. There is seemingly only an online email form, or a postal address to use as methods of complaint. I used the email form, had an automated response to say they have a higher volume of emails than usual and therefore may take longer to respond. So when the engineer comes tomorrow, it looks like I shall be on the 4th box in 4 months of the white sky+boxes. If that fails, I shall be more angry that I currently am - paying for a service which is not fit for purpose and is not worth watching or recording!

happykayaker

happykayaker wrote: »

I am now on the 3rd box in 4 months, the current one being installed on Sat (2 days ago) and this one is faulty. There are issues recording, playback and for the first time this box is showing picture and sound issues on live TV. I phoned to report it - having spoken to the sky engineer on Sat - who suggested I argue for a free HD box (not upgrading my package) as this is what all new customers are getting anyway. I was told by the chap (in India who was not very able at coming off script) that they were not able to do that - this was up to the engineer - which contradicted what the engineer said on Sat. I asked to speak to his manager, and off he went, came back saying the manager agrees with him (seemingly too busy to speak to a mere customer). I asked for a customer complaint department telephone number, all he was able to do was to give me the bskyb.com website - which after a lot of playing, eventually found me at the mysky websites. There is seemingly only an online email form, or a postal address to use as methods of complaint. I used the email form, had an automated response to say they have a higher volume of emails than usual and therefore may take longer to respond. So when the engineer comes tomorrow, it looks like I shall be on the 4th box in 4 months of the white sky+boxes. If that fails, I shall be more angry that I currently am - paying for a service which is not fit for purpose and is not worth watching or recording!

I feel it only fair to report that I have had an engineer visit today and he has replaced the satellite dish et al. I have also spoken to Sky who have organised for an install of the seemingly more reliable HD boxes, as well as some other forms of recompense (aka. money off the monthly bill etc). The customer relations person who phoned me was friendly, sympathetic and in theory has sorted the issues out. Fingers crossed the new dish et al, alongside the new box when it arrives, will combine to prevent any further issues.