The Official Sky HD Thread and FAQ - Page 38

powder · 11-06-2011, 16:22

and now i have had a response from my written request to cancel (email through the site as instructed). This is from the Sky Help Centre

Quote:

Thank you for contacting Sky Help Centre.

We�re sorry to hear that you wish to cancel but the services you ordered were for a minimum term of twelve months. As you�re still within this contractual period I am unable to cancel your account at this time.

Of course we don�t want you to cancel, but after your minimum 12 month subscription period if you really do want to leave Sky you just need to give us one month�s notice.

If you need any more information or advice, or want to change the package you�ve got to one that suits you better, just call our Customer Services team, giving your account number, and we�ll be happy to help.

Kind regards

Susan

Sky Help Centre

So i was told i could cancel multiroom though it was only as a goodwill gesture, then told i couldn't, then told it was written in a note on my account that i could, but that i would have to write in, and now the helpful Susan says that i can't.

The left hand really doesn't know what the right hand is doing!

Will have to try calling them again later to see what they say about it. When i rang about our Broadband not working the other day and them informing me that it had been cancelled despite our request to keep being a customer so we could use SkyAnytime+, they said that whoever told me that you couldn't cancel over the phone was talking nonsense.

So i'll get back to them again and see what they say this time. Trying to decide if i'm just better off emailing the directors office instead. I've given them the opportunity to deal with it several times.

LouBarlow · 11-06-2011, 17:30

Well a nice surprise this morning. I have been offered a free replacement HD box without any catches! A miracle when dealing with Sky!

Not sure why though. Could it be because I bought my HD box privately? They know I must have one though as I am paying the HD charge each month

Definitely no small-print about new contracts being undertaken etc. Anyone else get one today?

Alan b · 11-06-2011, 17:35

What model of box was it replacing Lou ?

LouBarlow · 12-06-2011, 12:32

Thomson. It has had the transformer replaced so works fine although the signal strength doesn't seem very strong. Might as well replace it if there are no catches.

The Bear · 12-06-2011, 14:14

Does anyone have the issue where sometimes you select a channel through the planner and it comes up as "sattelite signal not being received" in the preview window? But then if you go fullscreen and go channel up then back down it loads fine.

This also sometimes happens when you type a number in directly to go to a channel. Could it be a slight alignment problem or a software issue? The signal strength and quality are fine.

Alan b · 12-06-2011, 17:42

Quote:

Originally Posted by LouBarlow

Thomson.

They are replacing all these as they can't have Anytime+ on them apparently and some of them have dodgy PSUs.

LouBarlow · 12-06-2011, 17:55

Ahhh that might explain it. When I activated my card, the guy seemed to know what make it was, I'm guessing from the serial number, so they must have it on file.

mnementh · 12-06-2011, 18:21

I've got an original Thomson - do I need to contact them, or will they get round to replacing mine eventually ?

Alan b · 12-06-2011, 18:29

I think you have to wait for them to contact you but you could always call them up yourself if you want a free replacement. Do you also have your Broadband with Sky ?

Guest 78457 · 12-06-2011, 18:56

my 12 months with sky is coming up to an end next month, i am going t ocancel as i have got a family and friends code that my wife is going to use, will my box and moden have to go back to sky?

mnementh · 12-06-2011, 19:13

Quote:

Originally Posted by Alan b

Do you also have your Broadband with Sky ?

Nope. Live In a village where the exchange was installed a billion years ago, so unable to get any decent packages.

Alan b · 12-06-2011, 19:27

Quote:

Originally Posted by sburns666

will my box and moden have to go back to sky?

No as you own it and not Sky so you get to keep it.

Quote:

Originally Posted by mnementh

Nope. Live In a village where the exchange was installed a billion years ago, so unable to get any decent packages.

Give them a call and see what they say, failing that you could always login to your online account and play with the box upgrade options.

wen · 12-06-2011, 20:22

Quote:

Originally Posted by The Bear

Does anyone have the issue where sometimes you select a channel through the planner and it comes up as "sattelite signal not being received" in the preview window? But then if you go fullscreen and go channel up then back down it loads fine.

This also sometimes happens when you type a number in directly to go to a channel. Could it be a slight alignment problem or a software issue? The signal strength and quality are fine.

Yes, driving us mad, nothing for ages then its back to no signal, more so with HD channels. Affects recordings too. Phoned Sky they made me do a Lnb something or other, still doesn't alter things. Lost another recording so will have to get onto them again.

Amstrad box.

The Bear · 12-06-2011, 20:34

I haven't lost any recording as of yet. Let us know if Sky manage to fix the issue.

powder · 13-06-2011, 10:28

You keep the box. It's only if you get a free upgrade to your box that they will want the old one - that's the proviso with the box upgrades to bring anytime+ to a wider audience.

Apparently anytime+ not only requires SkyBroadband to get it turned on and kept on your account, but it also won't work through any other service. eg. we had skybroadband and are getting infinity installed - the plan was to try plugging the sky+hd box into the infinity connection as it's a lot faster, but apparently it just won't work. You have to be on the Sky network for it to talk to the servers to download content.

johnson293 · 13-06-2011, 12:18

Quote:

Originally Posted by powder

You keep the box. It's only if you get a free upgrade to your box that they will want the old one - that's the proviso with the box upgrades to bring anytime+ to a wider audience.

Not entirely true.

I have just received a free box upgrade, after complaining about the delays in Anytime+ coming to the Amstrad 780 box.

The installer arrived with an Amstrad 890 box, but I wanted to keep my old box, so I could give it do my dad to use for Freesat.

I asked the installer if I kept the box, or if he had to take it away, and his answer was that it was down to the discretion of the installer. He said some did take them away for disposal, but many (like him) just left the old box behind. I told him why I wanted to keep it, and he was happy with that.

MJ

powder · 14-06-2011, 15:01

Looks like it's well worth emailing a copy of your complaint or customer help centre correspondence to the director Jeremy Darroch. Have not long got off the phone with a very helpful and apologetic person from his office.

Now have a booking arranged for an engineer to comes next Monday, bringing with him a 1tb box. The existing new smaller model box is going to be the multiroom box, and the old component out one i have is mine to do with as i please. The offer of 25% off the �53 Sky World package is being continued till October this year, so multiroom isn't going to cost me anything.

Would still rather have never had to deal with it at all, but relatively happy to have the boxes that we wanted, and the offer we've had for a while continued.

You really do have to let them know when the customer services team are failing, otherwise they'll never know about it

Guest 34041 · 14-06-2011, 16:09

I also got the free box offer....which is handy as mine is fairly knackered now.

Anytime+ is only for Sky BB users isn't it?

Can't really whack Sky for this....a bit of loyalty finally gets me somehwere!

Alan b · 14-06-2011, 16:34

Quote:

Originally Posted by einstein

Anytime+ is only for Sky BB users isn't it?

At present yes it is only available to Sky Broadband customers.

Flip Martian · 14-06-2011, 19:55

Hi, I'm 1 of those dinosaurs with a bog standard old Sky+ box which is on its last legs with stuttering recordings etc. I've just logged on to my MySky account and they're offering me a free upgrade of a Sky+HD box with 3 months of the HD pack thrown in for no charge, OR a 1TB box for 49 quid.

Which would be the one to go for? Is the 1TB box particularly good/better than the standard HD box? Anytime+ is neither here nor there for me as I don't intend getting Sky broadband.

Any opinions welcome, please!