Hi

I have had a Sky subscription for the last 5 years and just recently I am experiencing some satellite signal issues on certain channels.

The picture just glitches and I receive an error message stating 'no satellite signal received.'

When checking the signal strength and signal quality in my sky settings, the bar is virtually at zero.

I have contacted Sky about this and they have notified me that I will need to pay £30 for an engineer to come out because my box is out of warranty.

I advised the customer services that it has nothing to do with the box and it is clearly a satellite signal issue.

(I went through all the troubleshooting, replaced every single cable etc)

I wanted the engineer visit to be complementary as I am effectively paying a subscription for something that doesn't work properly.

Unfortunately the Sky advisors I spoke to just responded like robots with generic responses that didn't help and the bottom line was that I had to pay a call out fee.

Part of me now wants to cancel and move to an alternative provider as I think it is poor that I am paying a hefty monthly subscription whereby half the channels don't even work and the only way they can attempt to resolve the signal problems is for me to pay yet more money for an engineer.

Surely they are in breach of the contract.

I think I only have 2 months left on my contract.

Would I have the right to cancel this without being charged a cancellation fee based on the circumstances?

I would be interested if anybody has had any experience in a similar scenario.

I completely agree that if for example my box was damaged then it would be the responsibility of the customer,

but when the signal sky are providing is of poor quality,

surely the onus is on them to fix this as per the service I pay?

Thanks in advance.

Has your satellite dish moved slightly? It need re alignment.

Or has your neighbours built an extension and partiality blocking the signal?

Tell sky you wish to end your subscription, you will then get an engneer out for free

nothing to do with the satellite nor sky

your dish or you LNB [the thing that sticks out from the front of the dish on the arm]

is either on the way out [most probable]

or the dish has slightly moved.

[doubtful IMHO]

its 5yrs old

that's about right for the LNB to fail.

is it accessible to you?

easy fix if it is..

Thanks for the prompt replies.

I live in a block of flats so I presume the dish is communal.

The only alteration I'm aware of is about 6 months ago, the building upgraded to Sky Q so there were some changes to the main dish.

I know once this happened, a large number of residents had problems with their signal, however, after contacting the property management, nobody has reported anything recently so it seems to be a problem on mine only.

I may give them a call tomorrow and cancel. I have been dealing with their text message service over the last few days and it has been shocking. Maybe a call is necessary, I just don't want to be charged a cancellation fee as I feel it is their fault and they aren't providing the service I'm paying for.

Unfortunately the dish is not accessible to me.

nothing to do with SKY sadly.

it will be an issue your way or the distribution equipment provided by the property management company.

easiest way it either pop your box on a neighbours feeds

or pop a neighbours box on your feeds

BTW: if yu haven't already worked it out for yourself

its not your problem

simply check your box is ok on another feed elsewhere

or pop a known working box on your feed.

once you know its the box

its your property management company problem

you pay them rent etc...

contact them again once you've done the basic check above

and give them say 48hrs before you call out a local eng yourself and bill them for it.

Check the box & all cables from & to the box (swap them (it may be a cable) after checking cables then try a different box)

Above Fails do as dx100uk says

I'm nowt to do with sky or anyone

but

theres a known issue with the latest update to a std sky +HD box of known serials numbers dated Aug 11, 2017

if it fails, then the 12/18v v/h switching ..its being hidden by thompson manu...

when did this issue 1st occur?

is your skybox connected to the internet?

might pay you to force an upgrade.

just musings

dx

Manually update Sky box software link: https://www.sky.com/help/articles/manually-update-sky-box-software

Sky Q LNB probably will not work with a normal Sky HD+ box. If you have had Sky for 5 years how come you are still in contract?