Stream issues

[Wayne_10]

Recently switched from virgin to sky stream, didn't really investigate sky to be honest, been with virgin for 25yrs+ just attracted by the price. Having issues with stream puck freezing the picture but the sound continues etc so contact sky regarding changing to go, agent said no problem but will have to cancel my stream account with immediate effect before I can speak to the relevant dept regarding the change over! But couldn't tell me how long before a dish etc can be installed...find this a bizarre way of doing things.

[BenJoBanjo · Accepted solution]

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@Wayne_10 wrote:
Recently switched from virgin to sky stream, didn't really investigate sky to be honest, been with virgin for 25yrs+ just attracted by the price. Having issues with stream puck freezing the picture but the sound continues etc so contact sky regarding changing to go, agent said no problem but will have to cancel my stream account with immediate effect before I can speak to the relevant dept regarding the change over! But couldn't tell me how long before a dish etc can be installed...find this a bizarre way of doing things.

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If you mean you are switching from Sky Stream to Sky Q then yes, unfortunately that's how Sky have chosen to do things. They do not allow the two different services to run simultaneously on one customer account, so the minute you place an order for Q, any active Sky Stream account cancels. Similarly, the minute a Sky Stream puck is activated, a Sky Q service stops. 

The Stream and Q departments are separate too, so unfortunately there are a few hoops you need to jump through to get the service you want. 

[Wayne_10]

I can understand the 2 accounts bit but not the unable to get installation date before cancelling, could mean no TV service for 2,3,4 weeks or more depending on availability 

[BenJoBanjo]

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@Wayne_10 wrote:

I can understand the 2 accounts bit but not the unable to get installation date before cancelling, could mean no TV service for 2,3,4 weeks or more depending on availability 

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Yeah, unfortunately that's the way of things now that the satellite service is being wound down and there are far fewer satellite engineers employed by Sky. 

You can always stream most of the channels from your Sky Q package on the Sky Go app in the meantime - it usually should become active as soon as your Q order is placed and confirmed, so you won't be without a TV service completely. Live channel streams of most of the free-to-air services are available via iPlayer, ITVX, Channel 4 etc apps so you can always use those on your smart TV. 

[Wayne_10]

Ok thanks, then that may be an option, forgot to say they wouldn't give me any costings until I cancelled stream, seems a crazy way of operating.