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42 posts

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# 45402 2-Nov-2009 09:34
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Hi,

Saturday afternoon had to call Sky support - as Sky box was reporting rain fade on a clear Wellington day, and no channels were being received. Tech support had got me to reboot and wipe Sky card with a tissue.  All channels restored.

Saturday night, a few mates were around to watch the AB game. Beers, pizza, looking forward to a good night. 

25 minutes into the game - Sky Sports 1 feed disappears - to be replaced by the C:4 error - 'You are not subscribed to this channel, please contact service provider."

Cue: WTF? from assorted mates and myself.

All other Sky channels were clear and fine - including Sky Sports 2. Only channels with the C:4 error were SS1, 3 and SS Highlights. Which made for some confusion.

Rebooted Sky box at the wall twice, wiped the card again, sacrificed a chicken - all to no avail.

Called Sky customer support - but as it was 10:15pm - support was closed.

Once air was cleared of bad sweary words - we settled in to wait for the replay on Prime.

Sunday morning I fired up Sky and TV to see if problem had corrected itself. Rebooted again, with no joy - so called Sky support. Got through and explained issue.  Could hear a couple of keyboard clicks from tech support - and voila - Sky Sports channels all restored.

I asked "So what was the issue?" - tech support response "Sometimes bad things can happen"

Me: .... "What?!?"

Tech support: "Is there anything else I can help you with today sir?"

I asked about a credit - or a free movie as compensation - and was told he'd have to talk to his supervisor and would call me back. I don't imagine that conversation actually happened and I've not heard back. It wasn't a 24 hour outage - but I only get Sky Sports to watch the rugby, so IMO it's a bit poor if that fails. If I hadn't have called, I'd imagine I'd still be without Sky Sports two days later, and would be entitled to a refund/credit.

I'm no cable TV guru - but I was a bit stumped by the response - and was wondering if anyone else had had "bad things happen" to them, and if anyone else had thoughts or comments to a situation like this.


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  # 269285 2-Nov-2009 14:50
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it seems you have had some very bad luck, i've never had any issues like the ones u've been having. i hope it stays problem free.




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  # 269292 2-Nov-2009 15:19
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SkyTV isn't cable ;-)

Yes, sometimes bad things can happen.. especially when the blue smoke escapes from the pipes.

 
 
 
 




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Geek


  # 269424 2-Nov-2009 20:54
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Yeah - sorry - I know SkyTV isn't cable - was just using a generic term for subscriber TV.

Was somewhat surprised at the 'technical' term for a systems error or an accounting snafu is all. I'm assuming they don't that use that term with business accounts - or customers who actually do feel aggrieved.

Mind you - if it happens again this week during the All Blacks v Wales game - I might be slightly less generous - about the "bad things" excuse.

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  # 269437 2-Nov-2009 21:31
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poor form from Sky.

interestingly I note that SS1 and Sky Sport Highlights are on the same transponder (12546 H). Wonder if you had some sort of technical issue.

Do you live in apartments or something?



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Geek


  # 269439 2-Nov-2009 21:38
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No. Live in a villa - standalone house.

Have never had any other issues with SkyTV - apart from having to replace 2 remotes due to wear and tear.

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  # 271208 9-Nov-2009 10:13
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This is the annoying thing, there are certain shows that you don't care about missing.

But, the rugby! With all your skyless mates at your house. Pretty bad, i'd expect a decent credit.

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