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[GeoffM5]

I am a newcomer to Sky, subscribing to skystream. Generally speaking I like what I see, but, is it worth the money given the problems that you clearly have. Firstly, because I pay to skip the ads I try and use Sky to watch other programs on Netflix, iPlayer or iTV x. However, when accessing these services through Sky stream I frequently encounter buffering issues making the program essentially unwatchable. When I then switch to the app directly I encounter no problems at all. There is therefore very good reason not to use Sky stream to access these services. For your information my broadband downloads speed is 370 megabits per second. Secondly, I always try and watch Trevor Phillips on Sunday, but today I missed that due to Mother's Day. No problem, it will be available on catch up through Sky stream. Well, actually, no it is not. In fact neither this week's episode of Trevor Phillips on Sunday nor last week's episode are available via catch up. If you look at what is available on catch up it is a random mix of dates– it is a mess. So why am I paying sky money for a service that actually is substandard and actually isn't delivering what I want. Lastly I had intended also to switch to full fiber with Sky, but this was not possible due to Openreach messing up the installation of full fibre in my close and then providing me with very misleading information. I like skystream and I would be happy to continue to pay for Sky stream if it actually worked properly, but as it does not work properly I have to ask myself if it is really providing value for money. Clearly I am in a contract with you at this point in time, however, if as can be clearly demonstrated, the service is not providing what it should do, there is no reason why I should not have the right to cancel this service.

[TimmyBGood]

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@GeoffM5 wrote:

Clearly I am in a contract with you at this point in time, however, if as can be clearly demonstrated, the service is not providing what it should do, there is no reason why I should not have the right to cancel this service.

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Well, there is: if you unilaterally cancel (i.e. stop paying) then you are in automatic breach of contract, debt will accrue and Sky will eventually launch legal proceedings.

Cancellation on consumer rights grounds (goods or services not as described, fit for purpose, of adequate quality) needs to be negotiated and agreed on both sides, with the supplier given opportunities to remedy the situation.

[GeoffM5]

Thank you..
Obviously I would not unilaterally do this..
At the moment I cannot even log a complaint in the usual way as they claim that I have no active services  when I authenticate - see my other post....

[MarkGoldsmith]

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@GeoffM5 wrote:

Thank you..
Obviously I would not unilaterally do this..
At the moment I cannot even log a complaint in the usual way as they claim that I have no active services  when I authenticate - see my other post....

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How do you have it connected to the internet, if its via WIFI its quite possible the buffering issues is because the wifi signal strength isn't strong and stable enough. This is key as everything on the sky streaming platform runs from Sky's own servers which is why you need the constant connection to the internet and any dropped packets or dropping behind the minimum speed will cause issues. If it is via wifi i'd suggest disabling Wifi in the networking settings, connecting via ethernet cable and then giving the puck a little unplug for a couple of minutes and see if this helps resolve some things.

With regards to the "Trevor Phillips" issue, have you adding the show to your playlist from the TV Guide ? This may trigger a Sky cloud recording of the show.

It is also possible to watch the show on demand, however it would appear that the show is being uploaded as a Hgihlights show, along with each segment/interview individually ( presumably this is being done to allow people to easily consume the interviews they want to watch rather than having to fast forward through portions of the shows). If on the Home page, you scroll across to the News section, or do a voice search for News. It will take you to the News page, and under "Latest news" rail you will see individually each of Trevor Philip's interviews from his show this morning.

[Jason+Golding]

@GeoffM5 @You can cancel free of charge and without penalty. Sky are not currently holding any customers to their contracts - this may change going forwards. Phone them up and cancel without penalty as soon as you can if this is what you wish to do 

[GeoffM5]

Thank you... 

At the moment they are listening.... 

[GeoffM5]

Thank you... 

I use an 1gbs ethernet connection, but actually WiFi would also be good.. 

With regard to Trevor Philips, yes, I had done what you suggested, but no luck.. 

Sky have said that it might be a contractual issue, but that does not really explain why some random episodes are there...

Hey ho... 

[GeoffM5]

I am very impressed. I was contacted by a sky engineer who asked lots of questions and made a few recommendations...
Hopefully the problem has been resolved....
Cross fingers

[Hobie]

He can cancel. Failure to provide the contracted service then Sky has repudiated the contract. Not a magistrate in the country will defend them. 

However you'll need a lot of screen shots throughout the period to demonstrate the failure to deliver.

Sky won't defend this, they won't go to court, costs too much and they'll lose.

[mikealanr]

@Hobie 

That's not a good way to view it at all. No they may no turn up to court, but if you unilaterally cancel they will pass it on to a debt collection agency and will record it on your credit file which may impact your ability to obtain credit and the stress and hastle this could create, isn't worth the risk IMHO.

The best advise is always to cancel in line with the terms of the contract and to make a formal complaint. If you don't get the outcome you are after following the complaints process you can obtain a deadlock letter and then take it to the ombudsman.

MikeAlanR