SkyQ to Stream forced Upgrade

[crowdedcat]

Following a big storm, I lost satellite signal to SkyQ. Sky engineer turns up, replaces LNB and then diagnoses bad cable. Says he isn't allowed to replace it and that Sky want to turn satellite customers over to Stream. He gives me a number to call (which turns out to be standard customer services) and closes the job down. I call CS and eventually am put through to Stream sales who want to charge me upfront for the Puck and then an additional £6pm for the same TV package I have with Q. The agent explains this is because Stream counts as an upgrade. He doesn't budge when I explain that it isn't an upgrade to me and that I was quite happy with Q. Anyone had any better experience on the pricing front with moving to Stream because they had to - i.e. not a voluntary "upgrade"?

[Gincap]

Firstly stream is not an upgrade it's different and in many cases a step backwards. 

Do your homework investigate it thoroughly. If your broadband is weak or you have internal issues with WiFi then stream will be a nightmare for you. 

look at alternatives Sky is not the only option. Apple TV for one with the excellent TV Launcher and Now is brilliant. 

It's all horses for courses each person has a preference just look into it thoroughly is my recommendation as there are much cheaper options available. 

[Mister_Dalek]

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@crowdedcat wrote:

Following a big storm, I lost satellite signal to SkyQ. Sky engineer turns up, replaces LNB and then diagnoses bad cable. Says he isn't allowed to replace it and that Sky want to turn satellite customers over to Stream. He gives me a number to call (which turns out to be standard customer services) and closes the job down. I call CS and eventually am put through to Stream sales who want to charge me upfront for the Puck and then an additional £6pm for the same TV package I have with Q. The agent explains this is because Stream counts as an upgrade. He doesn't budge when I explain that it isn't an upgrade to me and that I was quite happy with Q. Anyone had any better experience on the pricing front with moving to Stream because they had to - i.e. not a voluntary "upgrade"?

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That just sounds like an engineer that couldn't be bothered to do the job they're paid to do. If they diagnosed a bad cable then they should have replaced the cable. 

Sky are still selling Sky Q to new customers. There is nothing to stop you continuing with Sky Q if that is the system you'd prefer to have. 

[Exiled-in-HH]

Submit a formal complaint to Sky to gets an explicit confirmation about this new policy🤔

[TimmyBGood]

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@crowdedcat wrote:

Says he isn't allowed to replace it and that Sky want to turn satellite customers over to Stream. 

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Two different things there.  Yes, Comcast/Sky see Stream as the future, but as noted above, Q is still a current product.

Are there any access issues with the satellite cabling?

[Fothergill1]

@crowdedcat See the post above by @Mister_Dalek..  I agree with what he has said. Unfortunately I believe you have been told a load of rubbish by either lazy or incompetent staff.  There is absolutely no reason that you can't continue with Sky Q.  Many people do not even have good enough broadband to use Stream.

[crowdedcat]

Thanks everyone. I've now got another engineer coming on Sunday, so we'll see if he can replace it. There are no access problems - the dish is on a short pole by a hedge, so nothing dangerous. Bizarrely, the engineer on the day said that Sky *might* replace the cable but it would be a different team. I now suspect he just wanted to get home.

[TimmyBGood]

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@crowdedcat wrote:

 - the dish is on a short pole by a hedge, so nothing dangerous. 

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With room for a ladder tethered to a wall?

Sky has much stricter rules for installers than they used to.