Worth trying for a refund?

bozza

bozza

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For over 2 weeks now i've had over 20 channels on my Sky box not working saying there is "no signal"

I've phoned Sky went through all the troubleshooting tips/updates etc but still no joy. I noticed one of the coax cables that goes into the back of the Sky box is slightly damaged and they said this could be the fault so i had to phone the local Sky supplier to arrange them to send a new cable out.

So i did that last saturday, got told the bloke would make the cable up for me after he got off the phone and send it straight out.

Rang weds as i hadn't got it, got told it hadn't been sent out till Tuesday 2nd class so would have it by Thursday, Rang again Friday. Apparently there had been a "mix up" and it had been sent 1st class Thursday so i would have it by Saturday at the very latest and guess what....... Still no cable!!

So thats been over 2 weeks without having at least 20 channels and probably more i never watch but thats not the point as i'm paying for them.

Would it be worth calling Sky to try get a refund on my next bill, i know it's not directly there fault but it's a company they use as a local installer/repairs etc.

Sorry about the long rant, it's just starting to annoy me i'm forking out £62 a month for a 2nd rate service.
 
Your contract is with Sky so who they use (3rd parties) for making sure you are receiving what you are paying for is of no consequence, it is their responsibility.

The key is how or why is the cable faulty?

If the faulty cable is not their, Sky's doing you have no case, if the cable has developed a fault or has been installed faulty by them or a 3rd party on their behalf, then they (Sky) are liable and as you are not receiving the channels you are paying for, they will refund you.

They would be simply in breach of contract.

You get more done though by being nice than letting off steam so play nicely and you'll hopefully be pleasantly surprised.
 
I installed the box myself as i live in flat that is fed from a communal dish that is wired into all the flats so i doubt they would be liable but to be fobbed off by one of there 3rd party companys over something as simple as sending a cable out is annoying.

I think it's actually the dish thats the problem which should be fun trying to get fixed as the 3rd party company said it's not up to them to fix it and it's the management company for the block of flats job to repair it.
 
I would get all the contact details together of the 3rd party and the management company of the building and then telephone Sky and ask them what the situation is and could they involve themselves or otherwise you may have to cancel the extra channels which would be a loss of revenue for them

You should be able to cancel them as you have a legal cooling off period but as soon as you mention that they may just contact the other parties themselves.

The worse case situation is that Sky are not concerned as they are in affect supplying you with the service and the fault lies elsewhere which they have no jurisdiction so it may be a case that the management team responsible for maintaining the dish are liable and that the fight needs to be aimed at them.

Stating to them that you will set all losses against them may get them to act quickly if the supply and maintenance of the dish is their responsibility and you are losing your enjoyment and experiencing a financial loss due to it being at fault.
 
Thanks for that i'll give that a try.

I couldn't really cancel the channels i'm not receiving as it's complelty random ones, that i'm not getting, they do from time to time come back on then i can check back an hour or so later and they have gone again which to me points to a problem with the dish.

I'll phone the management company on monday and put pressure on them to get it sorted and speak to Sky letting them know that i know it's out of there hands but if i don't get the problem fixed within a week i will look at going elsewhere as i've had it for just over a year so i can cancel my contract, hopefully that might speed things up a little.
 
If it was a sky dish fault then your neighbours would be loosing channels, have you asked them if they have?
 
Mark_G said:
If it was a sky dish fault then your neighbours would be loosing channels, have you asked them if they have?
Click to expand...

I asked the girl upstairs the other week and she said hers was fine last time she checked.

When this cable finally turns up at least i will be able to narrrow it down to either the dish or maybe the box.
 
So you did the work yourself and you now want a refund from them?

I must be missing the part of this story where Sky have some liability.

What if you had botched the job in the first place?

Maybe you should take them to the European Court of Human Rights for the damage done to your life while you haven't has Sky Sports.
 
Ethan said:
So you did the work yourself and you now want a refund from them?

I must be missing the part of this story where Sky have some liability.

What if you had botched the job in the first place?


Maybe you should take them to the European Court of Human Rights for the damage done to your life while you haven't has Sky Sports.
Click to expand...

It was a self install because the flat i live in is already wired in for sky so it was a case of plugging 2 coax cables into sockets in the wall then into box then connecting the box to the tv via a HDMI lead.

Sky recommed this as it's pointless getting a engineer to come out to basiclly plug 4 cables in.

It has been fine for a year and it may not be the cable that is the problem, Sky said that the cable may be at fault as i noticed the metal sleeve was loose when they were getting me to go through there trouble shooting tips but i can't find that out until the 3rd party company sends a new cable out they said they were sending out last Saturday.

So i doubt i botched the job in the first place as it's been fine for a year without any problems.
 
brendy said:
Coax cable is very easy to retip. Why not do it yourself (plenty of guides on tinternet) rather than wait?
Click to expand...

The cable itself looks fine, it was just the shield/connector part that was loose which a friend who works with coax nipped up tight again for me.

Sky and the 3rd party company said to try a new cable first though as it could be damaged elsewhere.
 
If this is sky plus then the two coax cables go to seperate lnb connectors, so they are interchangeable, if you swap the coax cables over and the channels are changed then that would support the cable diagnosis. If it doesnt change them then its not the cables. On a basic sky plus system the twin coaxs are used for twin lnb's, this so you can watch a channel and record another channel. Each lnb is capable of receiving all the channels, the voltage sent down the coax is used to tune the lnb to the channel required. Problems with cables would effect the voltages received by the lnb's making tuning into certain channels difficult. Its unlikely that both coax are faulty, so swapping them over would eliminate them as a cause if nothing changes.
 
Mark_G said:
If this is sky plus then the two coax cables go to seperate lnb connectors, so they are interchangeable, if you swap the coax cables over and the channels are changed then that would support the cable diagnosis. If it doesnt change them then its not the cables. On a basic sky plus system the twin coaxs are used for twin lnb's, this so you can watch a channel and record another channel. Each lnb is capable of receiving all the channels, the voltage sent down the coax is used to tune the lnb to the channel required. Problems with cables would effect the voltages received by the lnb's making tuning into certain channels difficult. Its unlikely that both coax are faulty, so swapping them over would eliminate them as a cause if nothing changes.
Click to expand...

It's a Sky HD box and yeah i tried swapping the cables over when on the phone to Sky and still didn't fix the problem and they still said it could be a cable fault which i thought was strange but went along with it as they supposedly know best.

Still find it strange that Sky won't touch the dish as it's a communal one and i have to rely on the maintainence company for the flats who may not have the knowledge to fix it.
 
Ethan said:
So you did the work yourself and you now want a refund from them?

I must be missing the part of this story where Sky have some liability.

What if you had botched the job in the first place?

Maybe you should take them to the European Court of Human Rights for the damage done to your life while you haven't has Sky Sports.
Click to expand...

I have to say I find this a very unnecessary and argumentative response and it coming from a moderator, well, you do yourself no favours IMO
 
Ethan said:
So you did the work yourself and you now want a refund from them?

I must be missing the part of this story where Sky have some liability.

What if you had botched the job in the first place?

Maybe you should take them to the European Court of Human Rights for the damage done to your life while you haven't has Sky Sports.
Click to expand...

lolz
 
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