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Problems with Sky HD installation

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I originally registered with Sky for upgrade to HD and bought a new TV to take advantage, several weeks prior to the World Cup.  The earliest date for installation they could give me was 14th August.  On the appointed date, the engineer arrived and promptly told me that the chimney on my house, which is a normal 2 storey detached house, was too high and he would have to arrange a "qualified climbing team" to come out and install.

Because I have had previous bad experiences with Sky, I didnt let him go until he had arranged a new date which was the Thursday of that week.  Not too bad, I thought.  The "climbing team" arrived and duly installed.  When they left they said it would take up to 2 hours to provision the new system.  After 2 hours nothing had happened.  I then negotiated the increasingly frustrating myriad of menus and suffered the "please wait patiently, your satisfaction is important to us" type messages interspersed with adverts extolling the virtues of SKY and its various extra services.

Close up of a TV screen Next stop India then a transfer to the Call Centre in Scotland.  The Call Centre operatives are always friendly, sympathetic and helpful but very rarely able to do anything.  Eventually the operative said that she would initiate activation from her end (why had the installing engineer not done that when he installed the box?).

Then disaster struck - none of my SKY package was operational at all - SKY Sports, Premiership Plus etc. and all that during a Test match and with the first day of the new football season imminent.  Then I was informed there was a problem with my account which would take 24-48 hours to resolve.  I was very frustrated by this time and insisted on more detail and what they were going to do to resolve it.  It became obvious that I was in a queue and that there was absolutely nothing that could be done.  Friday came and still no SKY or HD.

A sky satellite dish Many phone calls later, further waiting and more frustration with no hint that this would ever be resolved.  By this time it was Saturday and the problem had not been resolved.  After a 40 minute wait on holding listening to the adverts and apologies on speakerphone I spoke to India who soon transferred me to Scotland.  By now I am VERY frustrated but immaculately polite.  The response was that he had sent another "e-form" to escalate the issue but left me with no confidence that my issue would be resolved.

On applying further pressure and seeking to escalate the process, I was told that this would not be solved this week-end.  He would not supply me with any names to escalate this quoting the Data Protection Act but eventually I got to speak to his manager who was also very polite and helpful.  She gave me her email address and promise to give me progress reports.  This was a step forward at least.

So there we end the saga so far, however all this followed a complete billing debacle which went along similar frustrating lines when I changed credit billing details.  This ended in at least 4 successive months having my SKY account terminated for a significant period and always affecting peak evening viewing when I return from work.

My gripe is the frustration of the processes in place to address customer problems and the appalling quality of technical support given to customers of SKY.  Polite platitudes are not enough and the eternal frustration that my voice is not being heard by SKY to improve the future of their service.  I would certainly not recommend people to upgrade yet.  I can only guess at the problems they are likely to encounter launching their Broadband service.

What would I like to see?

  1. Simplified call answering system and menus.
  2. Reduced waiting time for calls by ensuring more staff availability at times when customers are likely to call.
  3. Proactive follow up of problems, even if only emails.
  4. A better escalation procedure.
  5. More empowerment for installation engineers - not leaving until card handshaking etc completed.

By: CJ


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Shorty

Shorty

No TV again. Back in August of 2012 my sky box went on the blink. it happened before this very early in the year as well so I that I'd check the same issue, and the issue being one of the aerial in feeds to the back of the box had fused out. I called Sky, went through the checks after trying to explain to the sky customer service person all the checks wouldn't work. We got to the end and guess what !! it didn't work. They said an engineer would be out, we were without the TV for several days, now don't forget I'm still paying but SKY can back with nothing, not a sausage. When we eventually got a box we were told that SKY was having problems with the box manufactures and it was going through the courts. I thought ok and the engineer assured me this box was different ( Looked the same to me). It's now December some 5 months after a brand new box had been fitted and the sames happened again. I went through the motions, checks, same old same old and guess what again!! it didn't work. The aerial has fused out again. I was told an engineer would be out on Sunday 16th December, so we are to go without TV for Friday and Saturday (Prime TV viewing). I asked to speak to a Senior member of the customer service team and a chap by the name of Kevin came on, I explained all the above and he knocked my £13 off my next bill but still couldn't get an engineer out any quicker. Now my gripe is, I don't want money back I just want the bloody thing sorted. One of my neighbours has just jumped ship and moved to Virgin because he's not satisfied with SKY, my father in law has done the same, how many customers are you losing!!. If this isn't rectified I have assured Kevin I'll be doing the same. Come on SKY just sort it for me please, I've been a valued member with you for donkeys, we have everything from you under one roof, it would be a pity to lose my hard earned cash each month, Ahh and to top it all off, when I had multi room fitted in our daughters room the cable they supply is only 1.5 meters so it wouldnt reach from the box to the TV, the engineer said he'd get a 3 meter one and he'd bob back, never saw him again. I eventually went out, bought one myself, fitted it, called sky and they hooked my up so all in all I did the bloody engineers job for him
Shorty
15th Dec 12 09:24

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sam1wise

sam1wise

I am a Sky HD customer fully paid up on my account. I changed my direct debit payment date (as the companies policy allows me to do) I have now discovered that they have cut off my services. I have tried to email them but their contact form is "having difficulties"
I am now paying for a service I am not receiving. My phone does not phone 0844 numbers precisely because of costs involved. If I cannot email them what recourse do I have to reinstate my services?
sam1wise
5th Sep 11 17:10

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Bobby

Bobby

Sky has undoubtedly the worst product range I have ever experienced, nothing works. Our HD box just stops working in the middle of programs and I end up only being able to receive terrestrial tv, which I really do not need Sky for. I have called through over 5 times to be told that I need to reset the box. The customer service people are pleasant enough but they do everything possible not to send me a new box, as this one is quite obviously defective. I've had enough to be honest and have just cancelled all Sky services, I used to take their broadband, tel and tv package but just ordered a Virgin package to replace the lot. I know that Virgin have a similar poor reputation but unfortunately have no alternative. It seems that we have no protection against these cowboys, as you would have if you bought a faulty car or p.c., shouldn't we all be taking a class action..?
Bobby
19th Feb 11 07:11

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Peter

Peter

Lost most saved recordings & record doesn't work every time.
When I try to play recordings I just get a blue screen with the play/pause icon in the bottom left corner of the screen.
The annoying thing is, not all the recordings have disappeared, some are still okay and can still be viewed perfectly (both normal & HD)
Some of the missing recordings are from months ago and have been watched many times before, while others are only days old.
I have tried to record new programmes but have only had very limited success. Some of the shows record fine while many others don't and it doesn't seem to matter whether it is set up to record in HD or not.
NOT VERY PLEASED!!!
Peter
4th Jan 11 13:02

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la la

la la

get a life you lot...can watch this game,cant get these tickets
la la
7th Dec 10 17:33

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john.hartley131@btinternet.cco

john.hartley131@btinternet.cco

Until to-day I have been without Sky altogether. The Chief Engineer from my installer (Telaer) has been with anew box this afternoon as arranged. The new box will not record and he is having to come again next Thursday with yet another replacement. Apart from the fact that I have been without Sky for over 2 weeks (will now be three) I have also had to take two days off work to sit and wait for the engineer to call (I live alone). The box is just over eight months old and this standard of service is not hat I expected whn I bbouht into Sky +HD with the Sports package whicch ccsts me over £46 per month.
john.hartley131@btinternet.cco
18th Nov 10 14:23

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Gerald Lambert

Gerald Lambert

I am a Sky HD customer and pay for sky sports and I am very angry that sky are not showing the Birmingham city v Aston villa match live. It is very hard to get tickets for this match and it is the second city derby so why would I want to watch Liverpool v Bolton. Sky show the other derbys like the Manchester and London derbys so why not the second city derby.

I am so angry with sky I am now thinking about leaving them. As the second city of England why are we never treated as such?
Gerald Lambert
17th Nov 10 14:21

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azza

azza

we're leaving virgin to go to SKY to find out now that our phoneline and broadband will not be installed until mid december - how stupid is this! they put the SKY HD in last weekend, they said two weeks - we got a letter through last week to say our phoneline will be installed on 30th November, then two weeks later the broadband! we live in London and they say its lack of engioneers - what a load of old tosh - whats the longest anyone else has waited or is it just me?
azza
30th Oct 10 00:07

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sky helper

sky helper

They are a lot of strange problems Sky HD boxes.I was talking to a guy at Digi Repairs UK he told me that they are always coming across new software and hardware bugs.They should know as Digi Repairs UK are the specialist repair centre for Sky+ HD in the UK
sky helper
29th Sep 10 21:56

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bati

bati

My sky hd box says no satellite signal received so I cant watch but I can watch on my pc sky.What is the problem ?
bati
11th Sep 10 01:22

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punx

punx

Had Sky H.D. installed 31/12/2009 and ever since then I haven't been able to get Sky Box Office movies unless I ring them up , then they want to charge me an extra £1 for them to put the film on. I've even had a 40 minute arguement with somebody because he didn't know that there was a Box Office channel 713 and that the film Inglorious Basterds didn't excist. There has been a number of occasions when they've said that they would put a film on for me and charge me £4.99 that i've sat down to watch it and after 5 minutes the screen goes blank. I have had 4 engineers come out so far this year and 3 HD boxes and still the same problem occurs. When you eventually get through to someone they don't know what there doing and say the same things like "is your phone line connected", "we'll do a call back" or "lets check to see if your system details are correct". I'm thinking of leaving Sky and going to Virgin Media.
punx
4th Sep 10 13:25

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Anonymous

Anonymous

To anyone thinking of installing a Sky+HD box - DON'T. Not that you cannot watch HD channels on it - you can. But various other things which are minor, but important, don't work properly, such as Programme Synopsis, which works occasionally but usually doesn't, and recording which only works if you already have a second input from your satellite dish.
But the most important factor is that Sky's technical assistance is worse than useless. Everyone is very nice and polite but they know very little and will give you different answers every time you call, and will say things like 'that is a known software problem so we can't do anything about it'. And their engineers are not allowed to do anything above ground level so if your dish is not reachable from the ground you will find yourself having to pay a specialist company to come in and connect the feeds in order to get the service that Sky promises. Any contact with Sky involves frustrating waits on phone lines, long conversations with a call centre in India where it is clear that they work from scripts which are unlikely to answer your questions, further conversations with a call centre in Scotland where they refer to everything as an 'issue' and tell you that things are being 'escallated up' or 'cancelled down' but tell you that as, technically you are just paying for the programmes, and all of the other facilities are 'free' they have no obligation to provide you with those, even if they were part of the package they sold you. Perhaps one day they will get it sorted out, but in the meantime, buyer beware!
Anonymous
9th Jun 10 15:30

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Wardy

Wardy

Im on my 4th box since Xmas, Ive just had problem after problem with the HD box, from pictures freezing and jumping to the fan never stopping to not getting half the channels. I rang up and complined and got 25% off my bill for the next 6 months. From what I have read the engineers are dishing out reconditioned boxes and they havent been tested correctly. I am so temted to give up and cancel my contract with them as they are a waste of time. I wouldnt recommend sky to anyone nowadays and am looking into virgin or another provider at the moment
Wardy
10th May 10 19:23

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Dave in S Wales

Dave in S Wales

Had Sky+ HD fitted, on my 3rd box and now this one makes my phone line go dead. this is the second one that has done that. I just leave it unpluged now. Can't be bothered to speak to somebody in india again. Now my neighbour said his has gone the same.
Dave in S Wales
7th Apr 10 22:38

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confused.com

confused.com

hmm where do I start?.... I had sky+ HD fitted a week ago.. however I am now finding that whenever I change channels I keep getting the channel display cropping up and staying put...disappears for about 4 seconds wen backup is pressed but then re-appears.. most annoying and only happens on some channels :( don't want to be a twit n ring sky if I can help avoid it!
confused.com
7th Apr 10 09:07

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