Grr Sky HD box

[envisage]

Looking for help, one of our Sky HD boxes is refusing to do the call back thing where they check that your boxes are where you say they are. Been on the phone 3 times with tech support and they are no use whatsoever, just keep telling me to do exactly what I have done 10 times.  Because our home no. is ex-directory have to put in a prefix to do the call back, I do is try the call back thing, which has worked on both our other boxes, and it fails every time.  Anybody else had this and know what to do to sort it as if not sorted out soon, they will charge full whack for each box instead of the discounted multi room price.

Ta in advance

Gareth

[Colin Jones]

Does it say your line is connected?

[envisage]

Yup, even the green light comes on to show its calling, tested line with an analogue phone(kept in a cupboard in case of power failures) too working fine.  Think if I cant get it sorted will ask for an engineer visit for free or I will cancel everything

[Colin Jones]

Will give my mate a ring now 

[Colin Jones]

Just spoke to my mate who's an engineer and he said most common problem is people plugging the sky direct in to the phone socket. It needs to go through an ADSL filter first and he said the prefix is 1470.

Hope this helps

Colin

[envisage]

All boxes running through filters and using correct prefix, might try running an extension cable from main socket + filter to the box upstairs, thanks for giving me that idea with your last post 

[martymoffatt]

We had a similar problem with our non-HD Sky box a couple of years ago, where it kept saying we weren't connected to the phone line, when we clearly were.  That turned out to be a faulty ADSL filter.  As soon as I changed that it was fine.

However, the Sky HD boxes themselves are notoriously unreliable.  Since we moved to Sky HD about 2 years ago we've had to have five replacement boxes because the hard disks keep failing, causing the whole system to hang.  I know of several others with similar experiences.

The technical support at Sky is a joke too, as the Call Centres they use in the Phillipines or India or wherever they are work strictly to a script, which means they ask you the same inane questions over and over and they don't seem to be capable of deviating from that script.  If you don't get any joy from them, ask for the issue to be escalated to a supervisor or second line support and they should give you a number for their technical support in Scotland.  The people there seem to be much better informed and capable of thinking for themselves.

Sorry, Rant over.  As you might have guessed I've had less that less than pleasurable experiences with Sky technical staff.

[Colin Jones]

Any luck Gareth?

[Neil Macbeth]

Good luck Gareth I hope it gets sorted we had problems with our Sky system (not the same as yours) and I found their technical support to be among the worst I have encountered, I generally have a low opinion of technical support, anyway I threatened to leave Sky altogether before they sorted it out - that was after one helpful technician suggested I ring Bill Gates!

[envisage]

Got an engineer coming tomorrow, even the exstntion lead didn't work (eliminate anything that could interfere, known working filter, nothing else plugged into line).

Not my week lol, meant to have had a battery grip for 7D arrive yesterday too, not turned, phoned Jessops (should have known better) customer support this morning, who promptly told me to phone the store I bought it from, which I did.  They were more helpful and after a few minutes told me they had tracked it as being sent out this morning.

At least Apple came through with an exact date for my camera connection kit for the iPad, although it's been a long wait for it (6 weeks), 

[John Radford]

Just taking the opportunity of a moan...my HD box never worked without needing be rebooted every week or so.  Sky blamed the dish, the area we live in, the power supply voltage and prbably the crap programmes on sky (can't remember that to be honest), one or two people were v helpful and at one point I finally got through to level 3 tech support...but then lost the line
Finally somebody called me back and arranged a replacement box.  Same crap programmes, but only needed to reboot it every 2 weeks then!
We unplugged the phone line a few weeks ago when a bt engineer was "upgrading the broadband" and he told me that the sky was a problem.  Didn't believe him..but anyway, since then the sky box has only failed twice in 2 months.

We concluded that if we turned it off altogether it probably would never fail...but since our tv aerial fell down 3 years ago and I'm too scared to climb up the ladder to mend it we really do need the satellite !!

My story, sorry to bore you...bon soir!