How hard is it to get an engineer

[Pashby]

My sky Q has no satellite signal, so did I he tests required, more than 8 times, still no signal. Phone to book an engineer with sky cover and get fobbed off with, you need to be at home to do some tests. I've done the tests, we have no signal. We can't help you until you go home, so what you are saying is I need to take time off work to phone you to get an engineer which I pay extra for in my sky cover insurance? I just need an engineer to check the satellite, please.

[GD1]

@Pashby  You're not addressing Sky via the forum, we are all customers here, rather than phoning try this link  https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q/fixing-live-tv/no-satellite-signal/articl...

[PandJ2020]

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@Pashby wrote:

 I just need an engineer to check the satellite, please.

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I presume you mean your dish instead of the satellite itself?

But, someone would need to be present for any engineer as they would need to connect diagnostic equipment inside your house to check the signal and modify alignment.  (I don't believe this work can be done otherwise)

If you have Sky Protect then I believe you can get an engineer more quickly.

[TimmyBGood]

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@Pashby wrote:

 I pay extra for in my sky cover insurance?

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Are you phoning the Sky Protect claims number?

https://www.sky.com/help/articles/sky-protect-frequently-asked-topics 

[Pashby]

Yes I am phoning the sky protect number

[Pashby]

They want me to be present to talk me through fixing steps, not the engineer. I wanted to book a time and slot for an engineer to come out.

[PandJ2020]

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@Pashby wrote:

They want me to be present to talk me through fixing steps, not the engineer. I wanted to book a time and slot for an engineer to come out.

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You'll have to insist on an engineer with them - unless there's a requirement to perform remote diagnostics first.  (Check your contract)

[TimmyBGood]

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@Pashby wrote:

They want me to be present to talk me through fixing steps, not the engineer.

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That would be standard practice to avoid unecessary call-outs.

The call-centre script probably doesn't permit booking unless those steps have been completed.

[PandJ2020]

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@TimmyBGood wrote:

The call-centre script probably doesn't permit booking unless those steps have been completed.

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Yes, it's quite normal.

Many years ago the PSU blew in my Sky box (dead as a doornail).  Sky insisted that I turn the box on to run some diagnostics.  Of course, with a dead PSU that's rather difficult...  But they maintained they wouldn't do anything until I turned the box on - I asked to be connected to cancellations, suddenly they were a tad more helpful...

[TimmyBGood]

@PandJ2020 

The classic 'my computer isn't working' IT telephone tech support joke, ending with " but I can't find the on/off switch because there's been a power cut and the office is too dark to see it "