Installation of SKY Q Package.

[CatherineCampbe]

I`m still waiting for SKY Q installation since August 2024.I`ve had excuse after excuse for the engineers not going up onto the roof to install the dish and set up my TV Package.I`ve also heard that there`s a problem with my order for the sky box for the tv package as I`m still waiting for it to be delivered as I was told I would have to install it myself.I was told that the engineers can`t go up onto the roof as it would take 2 men to do the job,first 2 times 1 engineer was sent out to do the jod but couldn`t do it because it`s a 2 man job.2 engineers came out only to be told they can`t go up as they can`t drill a hole in the building to make steady their ladders.I had an aeriel engineer go up onto the roof to put up an aerial no problem whatsoever on his own.Yet 2 engineers won`t go up and put a dish on the roof.I`ve had to reschedule the engineers about 4 times now to try and get the SKY Q Package installed.The engineers are due out today.Can any one give me advice on what to do next.Any advice would be grateful.

[Daniel0210]

@CatherineCampbe 

Sky's Health and Safety policy is much more stringent than than for an independent satellite company. They'd face the sack for breaching it.,

[TimmyBGood]

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@CatherineCampbe wrote:

I had an aeriel engineer go up onto the roof to put up an aerial no problem whatsoever on his own.Yet 2 engineers won`t go up and put a dish on the roof.

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As @Daniel0210 indicates, what an independent installer judges to be an acceptable risk to themselves and to your property is between them and their insurer (which they probably don't have) 

The liability of Sky Group as an employer and supplier, and their consequent set of policies and procedures, is rather different.

Ultimately if Sky can't install a dish they will simply decline to offer satellite television subscription at the address.

[CatherineCampbe]

I understand about the health & safety policy for your engineers.I respect that they don`t  want to put their health & safety at risk I wouldn` 

t either.But what is the point of offering a service and not giving the customer the service that they chose.If a service requires an engineer or engineers requiring to go up onto the roof to install a dish for a TV Package and then not doing the service that they`re offering as part of a package then why offer the service in the first place.I was also told that a box would be sent out to me by post to install myself but I`m still waiting for it.If I remember correctly if someone has a contract to do something then they must carry it through by a certain date or face a fine and then they`re are fined for every day after that that they don`t carry out the contract.So what will happen now will an engineer still come out to set up the TV Package or what because I`m really frustrated that I/we made a contract and it`s not being kept by your company.Something should be done about this because I`me fed up having to rearrange other things around to accommodate your company.I wait in anticipation to hear from you in regards to getting this matter solved as it`s been going on for far too long it should have been solved by now.I can`t keep resheduling and engineers visit for them not to appear and the job not getting done as promised.Please contact me asap to let me know what`s happening because I want this SKY Q TV Package.

[daveNOS]

@CatherineCampbe No one will contact you based on you posting here, you are not speaking to Sky cutomer service, if you want an update on your order you will have to be proactive and call Sky.

[Daniel0210]

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@CatherineCampbe wrote:

I was also told that a box would be sent out to me by post to install myself but I`m still waiting for it. So what will happen now will an engineer still come out to set up the TV Package 

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@CatherineCampbe 

A first Sky Q installation will require an engineer and he/she will bring the Sky Q box, cables and remote with them. 

[TimmyBGood]

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@CatherineCampbe wrote:

But what is the point of offering a service and not giving the customer the service that they chose.If a service requires an engineer or engineers requiring to go up onto the roof to install a dish for a TV Package and then not doing the service that they`re offering as part of a package then why offer the service in the first place.

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The vast majority of satellite dish installations do not require roof access, and installers have to do their own risk assessment when they arrive at a particular address: they have no idea what to expect in advance.  Ultimately there will be some properties where it's not possible to proceed and the contract (which is technically an offer to attempt to supply a subscription service) will be cancelled.

Note that no-one replying to this post works for Sky.