||Have Your Say
Here we publish any emails or
letters that users have sent us.
If you have any thoughts on Sky+ then
please contact us using the email link below.
Send us your comments here
|No Company At
|I've had, and still have
(just), a Sky+ box since September 2001.
When I first heard about I
knew it was just what I was looking for. It's a great concept and has
revolutionised our viewing.
Unfortunately this has been marred by bad
experiences with installation, subsequent problems and poor tech. support.
Things got off to a bad start from the word go. While they were taking
my order they had a problem with the computer and so couldn't complete it. They
said they phone me back. After 2 days and no call I phoned back to complete the
order and arrange an installation date.
The installation didn't go
well. For starters they forgot my remote keyboard - ok not major. They also
sent me the wrong type of viewing card but it was only when the installers
wanted it to insert into the box this was apparent. It seems it was for a 2 box
installation. They then spent the next 3 days not phoning me back and making up
excuses why I couldn't be activated now. A new one was in the post and I'd get
it tomorrow which I didn't of course.
Saturday (+4 days) I had enough. After being told again they could do nothing
and would have to wait to Monday now I told them either they activate now or
the box is coming right back to them. It got activated half an hour
It wasn't long before we started getting failed recordings.
Again it took ages to convince someone there was a real problem. When another
installer finally came (6 weeks after the original) they told me the system was
very poorly installed. The dish was pointing through my garage, the LNB
connectors had already gone rusty, the cable itself was attached in a very
casual way (like mostly in my gutter) and the cable at the other end wasn't
attached to the Sky+ box properly. So not much really!
were corrected and that sorted out the repeated failed recording problem at
least. Then towards the end of September I received a warning that I should
return my signed contract to them. I phoned to explain I hadn't received one!
They said they'd send another. I also explained my keyboard still hadn't turned
early October all of a sudden (exactly a month after I had the installation!) I
couldn't get any programs apart from FTA. I phoned Sky and they told me I
hadn't returned my contract. I explained I hadn't received either of the 2 they
had sent out! They eventually reactivated the card after a few hours! I didn't
get the contract or keyboard until many weeks later.
I've had virtually every problem you'd care to name. Picture freezes, programs
disappearing from the planner, hanging up in the planner while searching for
listings, loss of sound, remote not working...
The most annoying and most
persistent one is the failure of series linked recordings (this is not the
problem where you have 2 programs one after the other which is another issue).
I've had this problem since before October 2001 and have lost count of the
number of times I mentioned it to support. Each time of course they know
nothing of such a problem. They'll get back to me and never do. They usually
try and fob me off by telling me to reset my box.
On one very memorable
occasion after just losing part of a series (Enterprise) I phoned support.
After 10 minutes of getting no where I asked to speak to a supervisor which was
refused. After persisting the phone was hung up!
Of course phoning
customer services straight after this to complain they had no record of the
The box is a
brilliant concept and I love for that, but my experiences with Sky are the
worst I've EVER had with any company in my entire life!
says: Mark has had many bad experiences. One has to ask why this happens? His
major teething problems with Sky+ in the early days of the service were not
that uncommon amongst the early adopters. However service standards at Sky have
moved on considerably since then. What hasn't changed is the engineer call out
charge for things that are Sky's fault. They should foot the bill when the
service goes pear-shaped. After all Sky+ subscribers are typically Sky's
highest revenue generating subscribers.
|A Done Deal for 2nd Sub Customers
|In case you
didn't know: We have Sky+ and a second subscription (using the old box). Sky
were charging £10 for the Sky+ and £12 for the second sub. Just
before Christmas, they put the second subscription up to £15; however if
we upgraded our subscription to the full package (we were on the MovieWorld
package) then we'd get Sky+ and the second subs for £15.
basically we now get every channel at home and have saved ourselves £2 a
month. Hope this info is usefull!
|Editor Says: Yes this offer has been made to me too, and I
signed up. Something for nothing isn't half bad!
|A Sky+ Saga & A Very Dissatisfied
(Are you sitting comfortably? Then we'll begin....)
Wednesday, February 26, 2003 4:15 PM
Subject: Immediate Cancellation
Dear Sir or Madam,
My details are as follows -
My sky viewing card number is xxxxxxxxxxxx
May I request
that my account is cancelled from today. I will be stopping my payment to Sky
through my bank from tomorrow. The equipment will be taken out/down and you
will need to get someone out to pick it up before the end of the week or it
will be left outside my door. I also have consulted with my bank regarding the
payment of £300 for the Sky Plus system and installation. They have
advised me that they are processing a refund of the money, as to date
(26/02/03) it is still within their banking system. They can on my request stop
it going to Sky's bank account and refund it back to my current account. I have
had nothing but trouble with your Sky Plus system, but it actually dates back
to before I had it installed.
||I have been an ordinary Sky Digital
subscriber for approximately 2 years. I was more than happy with the basic
system. My girlfriend and I decided that because of the varied shifts we work
that Sky Plus would be a benefit to us.
Hence we decided to sell the basic digibox on
an Internet auction site (eBay) to raise some of the £300 required for
the Sky Plus. Before doing this I rang up to enquire about the workings and
installations of the Plus system.
Unfortunately I cannot remember exact
dates but it was between the 10th and 13th of this month (Feb). I asked the
lady, as I have a dish on the wall and could easily wire a cable from the area
of the dish to the living room why should I pay £50 for the installation.
She proceeded to advise me that I cannot buy the system direct from you without
installation, but I would be able to go to the likes of Dixons, Currys etc etc
and buy JUST the system without installation. I quote - "Look in your local
free news papers for aerials, sky etc etc installations and they would probably
do it cheaper than £50." I asked was the LNB in the box and she said it
was. She advised me that if I was going to proceed down this line, that I would
then have to contact the Sky Plus number to activate the £10/month
subscription to make the box work. I was involved in this conversation with
this lady for approximately 30 minutes, as I had a lot of questions to ask her
before I made any decision.
I proceed to sell my digibox on eBay for
£100 and it was sold within 12 hours of being listed. The gentleman
actually lives locally, so was keen to pay cash and pick the box up asap! He
did so the next day which left me without a box and still paying a
Well that day I proceeded to go to Dixons to buy the
system for £249.99 based on the information that I had received. I, once
in the shop was advised that they, like you do not sell the Sky Plus system
||I advised them that they were incorrect as
I had spoken to your Sky Plus department the previous night and explained what
that lady had said to me. They firstly pointed out that no Sky Plus system
comes anymore with an LNB included. But again I voiced my opinion based on the
| They proceed to get a sealed Sky Plus
system from the store, opened it in front of me and low and behold NO LNB. They
then on my request phoned the various contacts that they deal with, within you
company for correct information. And came back to me with totally the opposite
information. I eventually, after nearly 1 hour in the store, getting more and
more embarrassed by the minute, asked to speak to one of their contacts in your
company. She promised to phone me back that day between 5pm and 6pm, after she
had consulted with various people and the lady from the evening conversation
previously. 6pm arrived and no phone call!!!!!
Typical. At this stage I didn't expect
anything else. She did call me back the next day, giving me all the excuses why
she didn't phone the previous day. Why say she would call definitely between
those times if she couldn't? She could have at least asked some else to call
for her to say something/anything. So eventually she phoned as I said and
agreed to credit me one months subscription after I agreed to buy the Sky Plus
system. Someone else called me back, and I booked the installation for the
following Thursday and paid the £300.
The following Thursday
arrived and the phonecall from the installation company at 8.30am. Great Sky
have seemed to get something right I thought. The guy turned up at 2pm and was
finished at 3pm. But not without problems though. But hey what's new! If it
related to Sky in any way there has to be problems associated!
specifically asked the installer to check the alignment of ALL of the dish, not
just to swap the LNB's and install the wires. I thought he did, as I had a
rather important phonecall while he was here to attend to. So he did his thing,
and then connected up the telephone to do the callback to initialise the
system. The problems continued. The callback system wouldn't work. The box
advised that the telephone line was connected but it would call out. Now I do
not withhold my telephone number and have no call barring on the line either. I
counted the number of time that her did this which totalled 14 in
|| Eventually it did the callback and
everything was done regarding the box. But just for curiosity he'd did it again
and guess what (well its still to do with Sky so...................?) it didn't
work!!! But low and behold again.............he left it! It still doesn't work.
So he packed his tools and got me to sign the form, which I did only because I
had to start work at 4.30pm. I realise that I shouldn't have if everything was
not up to standard, but as I explained I had to got to work, and get ready so I
did not have the time.
While he was on the phone to you, I asked to speak
to the gentleman he was on with to confirm that a credit had been applied to my
account. And surprised it had only partially been applied. I was advised that
£38 for the Sky World package and the £10 Sky Plus subscription
would be applied. Only the £38 for the Sky World package had been
Well he left, and I had maybe 5 minutes to spare so I decide
to see what I had paid £300 for. But the box didn't work properly. I kept
freezing when I went into the TV guide, selected a programme, and hit the I
button for information on it. I decided to ring Sky for advice as he had only
left 28 minutes ago and it wasn't working. The Sky Plus technical department
advised me after a brief conversation that the software version was not current
at all and that was the problem. I did a forced download and that solved it.
But I was advised that the installer should have checked the software version
to make sure it was current and if it wasn't he should have updated it. But
again he didn't.
I called the Sky Plus technical department on Friday
night to report this fault. I was asked take out the leads from the dish and
measure the length of the inner core! Switch them around, and do various things
with them. Not really what I should have been doing as that's what I paid
£50 installation fees for! Correct? So he advised that it seemed like a
faulty box, but I did mention that the installation guy delivered the box
opened. The seal had been broken. But I was advised that they are all broken to
put the LNB's in. I am not happy about this either as I cannot be guaranteed a
brand new box for my £300 which is what I paid for. And it looks as if
this box has been used before from the telltale scratches on it. The Sky Plus
technician advised me that the local installation company is not open on a
Saturday, but they would get in touch with me within 48 hours of receiving the
email. They would receive the email on Monday morning, so I should expect a
phonecall by at the latest 6pm Tuesday (yesterday). I also give my mobile
number to make sure that I would not miss the call as my mobile has an
|Well, my girlfriend was off the next day
and decided to try out the machine/system. She set it to record a few
programmes. On playback it still froze and had to be rebooted, and the picture
quality was bad. The picture both live and recorded looks as if the signal is
weak. The picture has squares on it sometimes which gives the impression of
poor quality, and it freezes occasionally.
No phone call, well as you are probably aware by now
what a surprise! NOT. So I called last night to record my absolute disgust at
the service from which I am receiving from you for £300. The girl said
they would ring today (Wednesday) as she had email and URGENCY (or something
along those words) email. It is now 4pm Wednesday and I have had no phonecall.
I don't see why I should have to pay more money to phone you to report
something time and time again and nothing is done about it.
listen to my words that you will not be receiving payment from me and I will be
getting my £300 back, and you can collect your equipment from outside my
front door if you haven't picked it up by Friday night because I am just sick
to the back teeth of you sh*t service.
|| I will be emailing the BBC's watchdog with
a copy of this email and hoping that they will help me sort out this mess. I
also will be contacting the governments Office Of Fair Trading with the same.
I am currently paying £18.50 for a sh*t
service and will be requesting any refunds due from the start of the
Thursday, February 27, 2003 12:52 PM
Subject: Fw: Immediate Cancellation
Required Dear sir or madam,
Further to my email to you yesterday
(Wednesday) enclosed below, I have still had no contact from the installation
company regarding my faulty box, and bad picture. But what else do I expect
from Sky as you think you have my money (£300) and now don't care whether
the box works or not! Leave it a wee bit longer and you will have reached a
week, that I have had a faulty supposed brand new box, and it not working
Saturday, March 01, 2003 12:44 PM
Subject: Fw: Immediate Cancellation
Required Dear sir or madam,
Further to my telephone calls with you
yesterday, I am still currently waiting on a lady from the installation team to
call me back! Once again, she promised me that either her or a lady that deals
with swapping Sky Plus boxes over would contact me by 5pm to tell me when an
installation team would be out to re-install my Sky Plus equipment again! But
surprise surprise (NOT!) nobody rang. So basically I am speaking to people how
give me bulls**t answers to get me of the phone.
Well - I WANT THIS
EQUIPMENT OUT OF THE HOUSE ON MONDAY OR TUESDAY. I HAVE STOPPED PAYMENT TO
YOURSELVES FOR MY MONTHLY PACKAGE AS I CANNOT VIEW SOME OF THE PICTURES. THE
BOX FREEZES AND THE EQUIPMENT IS SECOND HAND.
PS YOU BETTER GET IT OUT BEFORE IT IS LEFT OUTSIDE MY FRONT DOOR
CONSIDERING MY £300 HAS BEEN STOPPED BY MY BANK!!!!!!!!!!!
|Editor Says: No organisation is perfect, but this is so far
away from perfect, it's almost unbelievable. I'm glad to say that Stephen's
experience is in the minority of Sky+ installs. However this does not excuse
the terrible service he has received. Sky should contact Stephen and try to
make amends. We'll let you know if Stephen eventually gets any satisfaction at
|Sky+ Box of Nightmares
I had Sky+ installed at 11am on Friday 24th January 2003.
By about mid-day I found a problem when accessing program information from the
TV Guide. The box would just reset itself. The instant rewind feature was
missing also. I assumed that a software upgrade was required, so contacted Sky
to find out what the procedure for upgrading the software
upgrade everyting seemed to be ok until I recorded CSI at 9pm. After the
recording the program appeared as FAILED in my planner. I deleted the offending
program, but the %free did not get returned. I then recorded a movie at
10:15pm, however the box did not stop recording after the movie had finished -
even after 10 minutes. I pressed the (R) button to stop the recording and
everything seemed to be ok. At this point I noticed that the planner had still
not returned the space used by CSI. I therefore decided to restart the box. I
removed the power, waited about a minute then re-applied the power. BIG
MISTAKE! Once the box was back on line. All my SKY+ recording functions had
gone and I get a SYSTEM FAULT error every time I try them. I tried a full
system reset but still no joy.
I called Sky on the morning of 25th Jan
to see if there was anything else to try. They couldn't help! I was informed
that an Engineer would be required. On enquiring when, I was told that it would
be Monday before they could contact the repair company and that it usually
takes 48 hours for them to respond to a call. I then asked about the
replacement box and whether it would be a new one. I was told that it would be
reconditioned. I informed the Sky representative that this was unacceptable and
that I would accept nothing less than a brand new box. After all, the box had
not even been in use for 12 hours when it failed. Sky have reluctantly aggreed
to replace the box with a new one. However, now comes the really annoying part.
I had to take days leave on the Friday for the install as they could not offer
me a Saturday installation. I have now been informed that the Repair company do
not work on Saturdays. This means another day off work. Are Sky going to
compensate me for this? I doubt it.
Over all I am extremely disatisfied
with the way Sky are handling this problem for me. Why are the boxes so
unreliable? I'm beginning to wish I had gone for a TIVO.
Sorry for the
rant, but I would be interested to hear if any other readers have had similar
problems both with their hardware and Sky+ customer service.
Ed: Sky+ customers
should be treated like VIPs, we're their top paying customers - obviously for
you that was not the case. Sky should hold their heads in shame. What an
When is a recorded movie not a recorded
filled my 120GB drive with movies then thinking I was being clever, I cancelled
my movie subscription. Now I cant play back anything I recorded from the movie
channels. This seems inconsistent with the ability to offload recordings to
VCR. How would I go about requesting the ability to playback recorded items if
I no longer subscribe to the channels they were originally broadcast on? I'd
like to take part in a campaign that requests this functionality.
advance for any help/advice you can offer.
Ed: Serves you right for having a a hard
drive 3 times bigger than mine!...(hard drive envy creeping in there). Actually
this is a common bone of contention and Sky show no signs of changing their
policy. If I was you, I'd resubscribe to movies for one month and watch movies
night and day, then downgrade your package again.
"There is a
Technical Fault with..."
Hi , you may have noted a fault with the
Live Pause feature which is an obvious and annoying bug. Scenario: You are
watching one of the part-time channels, say CBBC or UK BrightIdeas, and the
phone goes - you Live Pause don't you? All well and good. It tells you that you
are 20 mins behind live TV as you yap so much on the phone - no problem, just
press Play on the remote. Off you go, 20 mins behind - no worries.
... "There is a Technical Fault with this Channel ... No satellite signal being
received. Sky+ needs a working Satellite Signal to operate" - its 18:00. The
channel has gone off the air. But hang on, you are watching with Live Pause, 20
mins behind. Shouldn't be a problem.... Well, it IS. You will loose the last 20
mins (or whatever you have buffered) when the transponder goes off. BUT, if you
have recorded it, you could have watched it. Surely the same 'rules' should
Try it - then call Sky+ CSC and see how far you get? Not very
helpful here..... they don't see it as a bug!
Look forward to hearing
Ed: I didn't believe this until I tried it myself- oops...
another "feature" to add to the list ! Come on Sky+ boffins - this is