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  • FIRST POST
    • CountingPennies
    • By CountingPennies 29th Dec 11, 8:51 AM
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    CountingPennies
    Sky, Error number 25, How much to repair?
    • #1
    • 29th Dec 11, 8:51 AM
    Sky, Error number 25, How much to repair? 29th Dec 11 at 8:51 AM
    Hi

    Just come off the phone to sky. We have had little signal on our sky box this christmas meaning we have lost a lot of tv we have recorded due to no satalite signal being recieved. Very annoying! Anyway, called them up and they said error number 25 (it says this when the " no satalite signal recieved" message comes up) means that there is a problem with either the cables or the dish. And the engineer visit is 65. Anyone know where i can get this done cheaper? I'm in the north east area and not sure where to look!

    Its quite annoying really when i only just upgraded to sky HD less than 6 weeks ago. If i hadn't i would have just told them to cancel my contract as i've been with sky a couple of years but i don't think i can do this with me just upgrading to sky hd.

    Thanks in advance to anyone who can help
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Page 1
  • spike7451
    • #2
    • 29th Dec 11, 9:41 AM
    • #2
    • 29th Dec 11, 9:41 AM
    Have a read of this;
    http://www.stevelarkins.freeuk.com/no-satellite-signal-is-being-received.htm

    You also need to check the signal quality/strength. (quality being the important one) on the remote press;
    SERVICES
    SETTINGS (the spanner symbol)
    Down arrow then scroll across to Signal.

    You should have about 60% strength & 70+% Quality ideally.
    Lock should say OK

    If you dont,then turn the box off at the mains,unscrew the cables from the back & swap them over,turn the box back on & try the above again.A fault I've came across numerous times is the dish monkey not fitting the retaining pin thru the dish arm to lock the quad LNB in place,so the LNB slides out of the arm.Easy to fix,push back into place & secure the LNB with something thru the hole.
    • macman
    • By macman 29th Dec 11, 9:43 AM
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    macman
    • #3
    • 29th Dec 11, 9:43 AM
    • #3
    • 29th Dec 11, 9:43 AM
    Have you done the basics and checked the physical connections from the cables to the box, and from the cables to the LNB? Has the dish moved out of alignment?
    Edit: spike you beat me to it.
    No free lunch, and no free laptop
    • Parva
    • By Parva 29th Dec 11, 12:22 PM
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    Parva
    • #4
    • 29th Dec 11, 12:22 PM
    • #4
    • 29th Dec 11, 12:22 PM
    Phone Sky back up and tell them that as the equipment is broken you are switching to cable (regardless of whether you have it available or not) and you wish to cancel your subscription. If you are under a new 12 month contract for the HD and they say that you must pay the remainder then just tell them you will not be paying for a service that you cannot receive and be adamant that you wish to cancel everything.

    They will then put you through to the cancellations department who will again ask why you are cancelling. Explain that the equipment isn't working and you cannot afford to pay for the callout fee and you therefore wish to cancel everything. As if by magic Sky will agree to send an engineer to fix your equipment free of charge!

    I have now had 4 callouts free of charge in total over the years using this method (the last one being literally 2 weeks ago)! And yes Sky if you're watching, I would have carried out my threat.

    NB. You may also be offered insurance at X amount per month in order to have your stuff fixed, refuse this also and be persistent about cancelling.
    Last edited by Parva; 29-12-2011 at 12:31 PM.
    • CountingPennies
    • By CountingPennies 29th Dec 11, 4:39 PM
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    CountingPennies
    • #5
    • 29th Dec 11, 4:39 PM
    • #5
    • 29th Dec 11, 4:39 PM
    Thanks for all the replies. I did all the test as per above and then the hubby found himself up a pair of ladders to "tighten the dish"..... so far so good. Seems to be working! Thanks for all the advice

    If it goes off again i'll be sure to follow Parva's advice
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    • davemurgatroyd
    • By davemurgatroyd 29th Dec 11, 5:12 PM
    • 668 Posts
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    davemurgatroyd
    • #6
    • 29th Dec 11, 5:12 PM
    • #6
    • 29th Dec 11, 5:12 PM
    Phone Sky back up and tell them that as the equipment is broken you are switching to cable (regardless of whether you have it available or not) and you wish to cancel your subscription. If you are under a new 12 month contract for the HD and they say that you must pay the remainder then just tell them you will not be paying for a service that you cannot receive and be adamant that you wish to cancel everything.

    They will then put you through to the cancellations department who will again ask why you are cancelling. Explain that the equipment isn't working and you cannot afford to pay for the callout fee and you therefore wish to cancel everything. As if by magic Sky will agree to send an engineer to fix your equipment free of charge!

    I have now had 4 callouts free of charge in total over the years using this method (the last one being literally 2 weeks ago)! And yes Sky if you're watching, I would have carried out my threat.

    NB. You may also be offered insurance at X amount per month in order to have your stuff fixed, refuse this also and be persistent about cancelling.
    Originally posted by Parva
    Unless the equipment has just been installed by them (in which case it has a full 12 month warranty) and yours was merely an upgrade in package to your own existing equipment, the responsibility for non reception of the signal is yours as you own all the equipment and does not give legal grounds for cancelling a 12 month contract.
    • CountingPennies
    • By CountingPennies 29th Dec 11, 8:46 PM
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    CountingPennies
    • #7
    • 29th Dec 11, 8:46 PM
    • #7
    • 29th Dec 11, 8:46 PM
    Unless the equipment has just been installed by them (in which case it has a full 12 month warranty) and yours was merely an upgrade in package to your own existing equipment, the responsibility for non reception of the signal is yours as you own all the equipment and does not give legal grounds for cancelling a 12 month contract.
    Originally posted by davemurgatroyd
    Is this aimed at me? Because as i said in my original post, i know that the equipment belongs to me as i only upgraded my package, not my box.

    Anyway... problem solved now
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  • spike7451
    • #8
    • 29th Dec 11, 8:57 PM
    • #8
    • 29th Dec 11, 8:57 PM
    Is this aimed at me? Because as i said in my original post, i know that the equipment belongs to me as i only upgraded my package, not my box.

    Anyway... problem solved now
    Originally posted by CountingPennies
    Reads like it was aimed at Parva....
    • CountingPennies
    • By CountingPennies 29th Dec 11, 9:03 PM
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    CountingPennies
    • #9
    • 29th Dec 11, 9:03 PM
    • #9
    • 29th Dec 11, 9:03 PM
    You never know on here....
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    • Parva
    • By Parva 29th Dec 11, 9:35 PM
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    Parva
    I'm aware that the OP had only just subscribed to the HD package and I also understand that this incurs a new 12 month contract but I'm pretty sure that my line of action would still work in this instance. Ordinarily however people are usually out of contract when this issue occurs in which case it definitely works!

    Had I just upgraded to HD and incurred a new 12 month contract I would argue that it was once again their responsibility to fix the equipment (bearing in mind that such an upgrade usually means the installation of a new box and possibly LNB) so my advice to threaten to cancel stands.

    In either case, it is only on getting through to the cancellations department that you get hold of the people that can authorise the waiving of the 65 fee and as stated I have now had four free visits in this manner.
    • CountingPennies
    • By CountingPennies 29th Dec 11, 9:37 PM
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    CountingPennies
    Its a good system Parva!
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    • Parva
    • By Parva 29th Dec 11, 10:11 PM
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    Parva
    The irony is that I don't even have access to cable in our street, the houses were built after the days of fleets of vans and trucks digging the streets to install cable and TV reception here is dire so I would be pretty screwed without Sky but they don't know that when I go through my threaten to cancel routine.
    • davemurgatroyd
    • By davemurgatroyd 30th Dec 11, 9:27 AM
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    davemurgatroyd
    Had I just upgraded to HD and incurred a new 12 month contract I would argue that it was once again their responsibility to fix the equipment (bearing in mind that such an upgrade usually means the installation of a new box and possibly LNB) so my advice to threaten to cancel stands.
    Originally posted by Parva
    I clarified my post by stating that if it was not a new installation you have no legal grounds whatsoever for cancelling a 12 month contract due to failure of equipment that you own which is outwith warranty.

    Outside contract yes cancellation threat will often work to get either free service visits/ replacement of equipment but is very dependant on the value of the subscription you pay. Within contract and warranty for installed equipment the problem should be solved without any need for a threat to cancel.
    • macman
    • By macman 30th Dec 11, 9:31 AM
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    macman
    Unless the fault is on the new HD box, then the warranty will not apply. An upgrade to a newer box does not 're-warranty' the rest of the equipment (cabling, LNB and dish), which could be decades old.
    Did they renew any of the other components when doing the HD upgrade?
    No free lunch, and no free laptop
    • Parva
    • By Parva 30th Dec 11, 11:48 AM
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    Parva
    Unless the subscriber has previously upgraded to multiroom and/or Sky+ in the past then this will entail the installation of a new LNB (and possibly dish) aswll as the HD box which would mean the entire system would then be subject to warranty anyway.
    • macman
    • By macman 30th Dec 11, 11:59 AM
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    macman
    The OP makes no reference to any other upgrade than the HD box, so it is reasonable to assume that they already had Sky+ in place-and therefore a twin feed.
    Since HD alone does not require a twin feed, would an upgrade to HD give you the additional cabling if required (even though obviously Sky+ would not operate fully without it)?
    No free lunch, and no free laptop
    • CountingPennies
    • By CountingPennies 30th Dec 11, 3:42 PM
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    CountingPennies
    Already had a HD box. Just didn't have HD channels. So it was simply an upgrade of chanels.
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  • spike7451
    Already had a HD box. Just didn't have HD channels. So it was simply an upgrade of chanels.
    Originally posted by CountingPennies
    Right,so it was a non - technical upgrade,in that case;

    Did you have normal Sky before?
    How long ago was it installed?
    Where is the dish in relation to the box?
    Does the cable go over the roof?
    • CountingPennies
    • By CountingPennies 30th Dec 11, 4:53 PM
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    CountingPennies
    Right,so it was a non - technical upgrade,in that case;

    Did you have normal Sky before?
    How long ago was it installed?
    Where is the dish in relation to the box?
    Does the cable go over the roof?
    Originally posted by spike7451
    Not sure why this is all relevant since its now fixed as i said but we had normal sky, full package APART from HD. We have had it a couple of years. Dish is on the side of the house, not far from box and i wouldn't have thought the cable goes over the house, but i really wouldn't know. I didn't install it. Sky did.
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