Has anyone else been told by Sky Q they no longer cover Sky Q boxes?

[Dweller]

My policy says "provided by Domestic and General" but the number on the policy document is  starts with  0333 (the forum wuldn't accept the whole number). As they are open tomorrow I'll phone them then. 

It has the same pledge to fix etc.

I don't see how I can possibly be confused. And I argued with the guy and he insisted that they didn't cover it.

And sent me the contract I'm referring to.

Doug who is off to bed now.

[Chodley]

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@Dweller wrote:

My policy says "provided by Domestic and General" but the number on the policy document is  starts with  0333 (the forum wuldn't accept the whole number). As they are open tomorrow I'll phone them then. 

It has the same pledge to fix etc.

I don't see how I can possibly be confused. And I argued with the guy and he insisted that they didn't cover it.

And sent me the contract I'm referring to.

Doug who is off to bed now.

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Well if you rang the number on the policy then you'd have to think the "other Sky Protect service" theory is dead in the water 🙂

[lettice]

The Sky Protect device number is listed in this help article.

https://www.sky.com/help/home/sky-protect/sky-protect-device-insurance/articles/sky-protect-frequent...

This is basically calling D&G, who provide this service for Sky.

[Dweller]

Odd as it isn't the one on the contract document I was sent a few days ago, but thanks, I'll phone that one shortly.

[Dweller]

Long conversation with Sky itself. Using the 0800 number given above. I was told explicitly that Sky Protect itself doesn't cover Sky Q boxes because they are owned by Sky. 

But I was also told that as the engineer can't come by Friday I'll be entitled to a refund, and advised to cancel the Sky Protect policy as it says it started last week and I'm within the cooling off period.

Doug

[Daniel0210]

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@Dweller wrote:

Long conversation with Sky itself. Using the 0800 number given above.

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@Dweller 

Calls to Sky direct are not via an 0800 number. If you ever need to call Sky then if you already have a Sky Mobile or a Sky Talk landline call free by dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full). 

[Dweller]

I have no idea why  I'm being told about phone numbers,  

My point is that the policy I have does not cover Sky Q boxes, only HD. It is from D&G. If there is anyone here who thinks I'm wrong, I doubt that's from their experience and I challenge them to actually phone Sky or Sky Protect and find out if I just might be correct and not incompetent or dumb. Because that's how some of these comments feel to me after my phone calls and reading the policy document carefully.

[lettice]

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@Daniel0210 wrote:

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@Dweller wrote:

Long conversation with Sky itself. Using the 0800 number given above.

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@Dweller 

Calls to Sky direct are not via an 0800 number

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That is the official Sky Protect Direct insurance number, not Sky although they can answer as Sky or D&G.

[TimmyBGood]

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@Dweller wrote:

My point is that the policy I have does not cover Sky Q boxes, only HD. It is from D&G. 

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Does the policy date from a time when you were using Sky+ rather than Sky Q?

As noted above, the value of a Sky Protect policy for a household with Sky Q is distinctly limited because Q television hardware is loaned, not sold, and so Sky replaces it anyway in the event of hardware failure.  The original Sky Protect dates from when Sky+ boxes were a substantial purchase.

[Dweller]

Policy says 0330, someone else gave  me an 0800 number from the website. Both work.

[Dweller]

So I've discovered. Sadly I've paid for too long thinking I was covered.

[Chodley]

Well, you are covered but not by that policy, just by the change of subscription model that came in with Q. Rather disingenuous of D&G to not proactively inform customers that they don't need to pay for a policy to cover Q hardware (and in fact even worse, can not get any benefit above and beyond what Sky do when the hardware fails anyway) when Q became the most common platform installed in customer's homes.

[Dweller]

@Chodley  Thanks, feels like a bit of a scam to me, maybe  more than a bit. I'll cancel.

[TimmyBGood]

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@Chodley wrote:

 (and in fact even worse, can not get any benefit above and beyond what Sky do when the hardware fails anyway) 

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In theory there's a faster response for Protect holders, plus dish and cable cover.  In practice Sky will replace dish and cable where there's a Q subscription (because otherwise that subscription would be fairly pointless) and availability of an 'engineer' is probably down to the job load of the local person anyway.

[Dweller]

@TimmyBGood That's interesting. I called to cancel - they offered me a new monthly price at 15.99 but told me Sky would  not cover dish and cable (and is there a "receiver" involved that's mine?). So I accepted the offer but of course as it's a rolling contract I can cancel if indeed Sky will replace it. 

In fact an engineer did replace the dish and as I recall a receiver earlier this year. I"m assuming Sky itself keeps a record and can tell me what they did (before they replaced my Sky Q box).

Thanks very much.

Doug