Sky 'No Satellite Signal Received' message
I think that Sky on occasion may treat their customers badly. I work for MGT which is a sub company for Sky, and to be honest with all you people who are having this problem, Sky don't care about you once they have your money.
Just a small tip - if you are experiencing No Satellite Signal and you are out of warranty, just say to them that you want to cancel and you will be passed through to cancellations turnaround department where they will attempt to keep you as a Sky customer. They will either offer you a half price service call (decline this) or they will then offer you a free service call. Let them know that you are highly unhappy and suggest that you could maybe get half price TV for the next 3 months it'll work wonders for yourself.
Sky only have a writing department and take 28 days for a reply most of the time. Sometimes they wont even bother to reply and if they do it'll be 3 months down the line! Don't let Sky mess you about, just tell them you'll go to Telewest. They don't want to lose you as a customer so it will have a profound effect.
You will never get a Team Supervisor/Team Leader even though "we" as agents say that we'll go and ask them. We just sit there and do nothing because they won't take over the call as they are not really allowed to by orders of BSkyB!
If you do get an engineer out for free, he'll just come out and change your box as that's the easiest thing to do. Make sure you get confirmation from the cancellations team that they'll check the following (Satellite Dish, LNB, Sky Box and cabling).
Normally all they will do is change the box which automatically means that your Sky will work for 10-15 minutes then they'll get you to sign the piece of paper then clear off. This of course means phone us back later to say that the engineer has not done his job! You know why? Sky doesnt have a clue how to fix YOUR problem. They can only move the sat dish or replace stuff if that doesnt work then they'll just keep on trying.
Sky can be unprofessional at times and as contractors we are not allowed to tell customers how much the call-out actually costs. We're not allowed to mention any deals etc. to the customers. If I wanted to tell you say... how much a Sky HD box is I would have to transfer you through to Sky Sales, which is probably at least a 15 minute wait on the phone when I could have just told you.
I will try to pop back from time to time and update this site with information on how to do an LNB reset etc. That way you wont need to phone Sky!
By: Anonymous from Fife (Can't say more, otherwise will get sacked!)
Comments from visitors
Anon - cannot give details due to same reason as author - 26-Jan-12 16:37
Is this just incompetence or one big Scam!!! I also wonder what sort of phone bill I have racked up waiting for next person to come to phone!!
If everyone voted with their feet they would have to improve. Simples.
Sky do not only have a writing department (and the writing department we do have contact customers within 72hrs). In a Sky in house call centre ask to speak to a manager and you will (or the advisor will get into trouble). The service you get from out-sourcers however, is shocking.
9 times out of 10 when I get a call with no satellite signal it can be fixed on the phone - because I'm properly trained. And if I feel someone deserves a free service call, or a reduced rate service call I give it to them. Chances are though, if you're paying £100per month just for TV, you can afford a £65 one off fee for an engineer. Free service calls are for pensioners who can barely afford the basic package as it is.
Oh, and the guy below who can't wait 7 days for an engineer? Read a book. Seriously, you can't live without TV for 7 days? You don't pay for it while you're waiting for it to be fixed, you know.
A Sky Employee - 23-Feb-11 01:18
Thanks so much, we had this problem and followed your advice, we have a sky engineer coming out free of charge in 2 days!!! Saved us £65!!! Thank you!!!
When I pay for a service, the equipment should be included. I mean if a telephone pole blows over, BT need to ensure it is fixed to provide me with the service I am paying for.
I shouldnt have to pay, for thier design flaw. I mean, they could spend double on dishes, with hardcore brackets which simply wont move in the wind.... but they choose not to knowing that when it does break... ill pay for it.
Again and again.
Ill be leavin thats for sure, TV is ok, but im not desperate and im not a mug.
The comments stated are very interesting particularly the last one. I live in the IOM and unlike UK residents we dont have any access to the other packages offered by SKY e.g Broadband. . The good thing is after reading this forum (especially the last visitors comments) I have made a decision and I now intend to cancel my subscription (£72 per month). Does anyone have Rupert Murdoch's contact details? I suggest we contact him and let him know what a poor service he is head of.
I am a very unsatisfied customer with sky, I think there services are aweful and the company will do everything in its power to get the most money out of you. I am going to try your method and cancel my subscription with sky and see if they can offer me anything. thank you





