Sky box broken, they wont replace for free

Mort · 21 Jun 2016 at 13:59

So have had sky+HD for a while now, probably 5-6 years. I barely watch it apart from the F1 tbh, but the mrs likes a few shows.

The sky box itself recently has started freezing up, the planner is corrupt (rebuilding doesnt help), rewind etc doesn't work as HDD mode is disabled, and just browsing the guide takes forever (20 seconds to register I've pressed a button, and takes ages to display what is on).

Tried the whole power off, and various trouble shooting. Anyways the mrs got on to Sky, and they said the best they can do is send us a new one for £30.... :mad:

Then tried to sell some multi room deal thing!

Considering we've been with them a while, and their hardware is at fault, this seems a little off. I know £30 isn't loads to most people, but the general principle should be they replace it for free as they are at fault. What is to stop us just cancelling and coming back as a new customer, or just cancelling altogether as I am paying monthly for something I can't even use right now

Any ideas?

tom_e · 21 Jun 2016 at 14:00

You own the hardware so if it breaks out of warranty you pay for it. Just threaten to go elsewhere and they'll probably fall over themselves to send you a new one though.

Kyle009 · 21 Jun 2016 at 14:09

Phone up to cancel. Get passed through to retentions, tell them the reason you're cancelling, receive new box for free.

Jez · 21 Jun 2016 at 14:16

Indeed, retention's will give you a replacement. I have had cause to do this a few times over the years and they have never not sent someone out.

Mort · 21 Jun 2016 at 14:18

Yeah i guess, but always the rigmarole, never have I dealt with Sky and been left satisfied, or without a bad taste in my mouth afterwards

Jez · 21 Jun 2016 at 14:21

Always the way with sky unfortunately, you have to play their games at every contact

XeNoNF50 · 21 Jun 2016 at 14:39

You're out of contract right? Threaten to leave and they'll send out a new one in no time.

varkanoid · 21 Jun 2016 at 16:31

Sounds like it needs a new hard drive. Ever considered fitting a bigger one yourself ? Its easy.
When I cancelled last week I told them my box is on its last legs and faulty (even though it wasnt) and they never offered me a replacement even at a cost. Just the discount deal.
So they might not necessarily offer you a new box.
£30 doesnt seem to bad if its the new Wifi ones with a 12 month warranty.

Strange thing was there was no mention of Sky Q at all. You would think when you go and cancel they would try and offer your a Sky Q deal but not a thing, just Sky HD discount deal.

Begbie · 21 Jun 2016 at 16:33

Just threaten to leave, or send an email to the care team.

It worked every time, when I worked there it was £65!

pepp77 · 21 Jun 2016 at 16:35

Whilst it would be great to get it replaced for free, you did agree to this setup when you joined them

Mort · 21 Jun 2016 at 17:22

I think they tried to sell the mrs some multi room thing, which may have been Q. apparently they are ringing me back this evening.

Thanks for tips, I will let you all know, definitely prepared to just ditch it though so have got nothing to lose

£hundreds per year just for F1 does seem silly

booyaka · 21 Jun 2016 at 17:23

either that or find a spare box locally on facebook groups/gumtree etc.

Vertigo · 21 Jun 2016 at 17:29

Wouldn't he be better off cancelling and then waiting for the inevitable 50% off offer that everyone seems to get?

Even if he then has to pay for the box, he'd save more in the long run. Surely if he uses the threat of leaving to get a new box, he's then going to forfeit any chance of a discount on monthly subs and all he'll save is £30?

GSXR Gaz Mc · 21 Jun 2016 at 17:29

cex etc sell for about 10-20 quid

demonix · 21 Jun 2016 at 17:53

GSXR Gaz Mc said:
cex etc sell for about 10-20 quid

^This

Sky+HD boxes are a dime a dozen and would be found for cheap in a majority of second hand stores.

C.R.A.Z.Y · 21 Jun 2016 at 18:19

Have you tried a full system reset ??
I'd try that first, see link below:
http://www.detoxcomic.com/articles/sky-box-maintenance.html

If that doesn't solve it I'd open it up and chuck an old spare SATA HDD to see if that solves the issue, if it does then I'd do some research and buy a new 2TB one that has been confirmed 100% working in Sky box.
As others have stated it's normally the HDD that goes as everything else is solid state.

Nevakonaza · 21 Jun 2016 at 18:36

I dont quite get why you have to "buy" their boxes anyway,If your taking out a subscription for a service they should provide you with the goods required to use the service end of.

Its like renting a car,yet you will need to buy a steering wheel in order to use it..

tom_e · 21 Jun 2016 at 18:44

Nevakonaza said:
I dont quite get why you have to "buy" their boxes anyway,If your taking out a subscription for a service they should provide you with the goods required to use the service end of.

Its like renting a car,yet you will need to buy a steering wheel in order to use it..

It's exactly the same as a contract phone, once you're out of warranty tough luck if your phone dies but they'll still charge you for the contract.

Mr-White · 21 Jun 2016 at 18:44

Cancel
Get the misses to sign up under her name
Receive new Sky box and some cash from Quidco

Woden · 21 Jun 2016 at 18:50

tom_e said:
It's exactly the same as a contract phone, once you're out of warranty tough luck if your phone dies but they'll still charge you for the contract.

Only real difference is you can use pretty much any phone you like on Vodafone, but sky only let you use their boxes. No option to replace their amstrad (I think?) With a humax.

I'm on Virgin, and have to use their cable box, but at least they akways replace defects.