Subtitles

[Davidg3907]

I wasn't made aware of this issue at sign up , nor that it could take days for BB speed to reach contract figure, takes about 10 clicks to return to a programme if looking at a guide etc - so I wonder what other nasty surprises are in store.

[Stephen+Mourton]

@Davidg3907    Maybe it is just me, but I don't understand your question, what is the problem you were not made aware of and what is BB?

[Davidg3907]

BB is broadband in most people's eyes, so maybe you are the wrong person to be answering this.

[MarkGoldsmith]

@Davidg3907 you haven't made it clear exactly what the question you have is, or the details of the problem you are facing so its going to be very difficult for anyone in the Community to offer any useful advice.

[Davidg3907]

1. I paid for 150 Mb broadband and often getting between 13 and 24. Sky said that is OK.

2. Subtitles that large you can either watch them or the programme but not both.

3. Every time I start up, I get a 'No Signal' message displayed

4. No instructions for the remote but numbers part of it do nothing after being used for pairing.

5. Guide is that large it can only display 1 hour's programmes at a time.Playlist can produce dozens of large icons and if scrolling back, the left hand edge of the screen is missing.

6. Impossible to navigate conveniently between channels, or from recording to TV (or TV to recording)

7. Was on phone for SEVEN hours today - and eventually the agent said 'we are not trained on the system so don't really know it and just say what might work.

8. All these issues within first few hours and I just wondered how much worse it would get - or is the only sensible option to rejoin Virgin who care about customers.

[MarkGoldsmith]

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@Davidg3907 wrote:

1. I paid for 150 Mb broadband and often getting between 13 and 24. Sky said that is OK.

2. Subtitles that large you can either watch them or the programme but not both.

3. Every time I start up, I get a 'No Signal' message displayed

4. No instructions for the remote but numbers part of it do nothing after being used for pairing.

5. Guide is that large it can only display 1 hour's programmes at a time.Playlist can produce dozens of large icons and if scrolling back, the left hand edge of the screen is missing.

6. Impossible to navigate conveniently between channels, or from recording to TV (or TV to recording)

7. Was on phone for SEVEN hours today - and eventually the agent said 'we are not trained on the system so don't really know it and just say what might work.

8. All these issues within first few hours and I just wondered how much worse it would get - or is the only sensible option to rejoin Virgin who care about customers.

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@Davidg3907 for a number of these issues you have highlighted it sounds the problem is more you aren't sure how to use the system correctly. As part of their commitment to being net zero Sky don't provided paper instructions with the product, instead all the instruction videos on how to use the system are available online either on Sky's Youtube channel, or directly from the Sky Stream puck by accessing the Help menu tile on the Home page. The Help section contains several detailed instruction video on how to the use platform.

Regarding your broadband speed, yes for the first couple of weeks the speed will likely vary at times, however the key part of your contract is what the guaranteed minimum speed is and not what the initial sales pitch of up to X speed would have been. You can find out all about the minimum speed guarantee here: https://www.sky.com/help/articles/sky-broadband-speed-guarantee

[Davidg3907]

Just spent an hour replying and went to send - all I got was an invitation to join Community. I've decided absolutely nothing works with this company.

It says it has auto-saved this reply, but I don't suppose it bothered saving the other!

[Davidg3907]

Can't rewrite all so a precis.

Main issues were speed in general and unable to match wi-fi with printer.

Yesterday 9.00  - 10.30 spoke to 4 agents, first 2 said could not help and put me through to cancellations.

Another said the 19 speed was due to number of items using my bandwidth that was 151 when entering house.

Agent obviously didn't know about the menu as told me instructions should have been in the box but would post another manual.

Eventually trans to someone who said he could help, but I had to take dog for walk so he agreed to call me after 12.

Yesterday 12.10 - 17.00 printer could not find wi-fi and wi-fi could not find printer. In the end he changed Sky w-fi from 5 to 2.4, didn't help so changed back but eventually set up a different way using 2.4 but rebooting Sky box a few times.

I was at the computer while on the phone to him. Doing speed tests on 3 sites, the phone was about 125-145 but the computer at same time was 14-19 download and 150+ upload. He agreed with me that download is normally faster than upload but could not explain the difference between printer and phone speeds. Eventually, we solved that and I thanked him. He then said there was an issue with the TV that had been working fine even if not as good as it should be (mainly subtitles and guide pages). He then put me through to someone to fix the issues with TV. Seems these were caused by the reboots and changing of wi-fi name (obviously previous guy didn't think this would be a problem. However, that meant having to set the TV up from scratch again.

As I type this, the down speed is just 1.63 and up is 39.90. I assume both are above the minimum guarantee and with a bit of luck may even improve.

[Fothergill1]

Hi @Davidg3907 to find the saved reply you lost click on your joystick user icon (top right corder of screen) and then select view your profile.  You should see it just above "My activity".

[Chloe-W22]

Hey @Davidg3907,

Sorry about that, our moderation filter sucked that last response up thinking it was spam. I've released it now so @Fothergill1 can continue helping you🤞

[Davidg3907]

After 7 hours on the phone yesterday and 4 today, including Sky kindly arranging for an engineer visit on TUESDAY, I said the DD would be cancelled and the engineer could sort out the Sky issues while I sat and watched the re-installed Virgin set up.

With the 'help' of one agent, I had gone from having a broadband speed of 0.40, 1.63 and 2.97 and a TV service that just about worked to a BB speed of 40 and a TV that could not get a signal. 

I hung up, did a few things myself, and although by now the printer was no longer visible to the computer or wi-fi and the wi-fi was not visible to the printer, I got a TV service of a sort. I rang Sky again.

For once, the guy at Sky believed the issues I was having and that the system would not do as he said it should. He concluded that as the remote could not control the TV, the puck may need replacing. The remote's numbers would not register if wanting to change channel - it had to be done via the home icon and scrolling the guide as that was the only fix that worked. When I suggested it could be a faulty remote rather than the puck, he arranged to replace both and would replace the router too.

I will get the puck on Monday and the others will follow. In the meantime, I must continue with what I have.

[Davidg3907]

Just got email asking if query was answered so I typed a reply only for it not to be delivered.

The only reply I've got said it was probably my imagination, Sky say it wasn't and are replacing everything.

I will have more sense than to post on community in future.

[2muchTV]

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@Davidg3907 wrote:

... Was on phone for SEVEN hours today... 

... is the only sensible option to rejoin Virgin who care about customers.

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I would suggest leaving Sky during your cooling off period and rejoining Virgin.

If there is one thing that Sky is excellent at, it is chasing customers who owe them money by breaking the terms of the contract.

If you joined Sky to  save money, you now have to factor in the cost of your 7 hours  call(s).

I pay £55 pm for my BB and I know I could save by joining Sky, EE et al but with my partner and I WFH.. my ISP offers a level of support, reliability and speed, I am happy to pay extra for. 

[Davidg3907]

I was a happy customer of NTL/Virgin since the late 1990s apart from a 1 year trial with Sky a long while ago.

The box was under 12 month guarantee but broke after 3. I was given a replacement with a 3 month guarantee despite having 9 left - AND was told that I would need to pay for any other call out.

For some time, Virgin had been trying to convert me from V6 to 360. I resisted until recently and it took 8 days trying to set up because Virgin kept my account as showing V6 so eventually the engineer changed the box back to V6 while the only working remote was a 360 and they spoke different languages.

I contacted Virgin with the option to sort it out or I would change my £94 package to Sky. They said all they could do to keep me was to offer a new contract at £113. I told a friend who said "Join Sky it is much better and you get Netflix too".I went to ASDA a couple of hours later and there was a Sky display and rep at the exit. He offered me a 2 year deal at £76 so I signed up. Virgin suddenly contacted me and offered my OLD contract at £63 till April with small inreases then and the following year but it was too late. I even had to change mobile from O2 as no longer getting Virgin perks.

One agent said the reason for just 23 Mbps was due to me running more than one item on my 150 Mbps package - at least I normally get about 90 now which, even if below the minimum, is OK if EVERYTHING ELSE WORKS.

When the last replacement parts come today, it will be goodbye to Sky if they are not fully working tomorrow. City Fibre would not install as Virgin was and as a result, the printer has lost all connection with wi-fi although I expect to reconnect.

Sky certainly does not advertise how dreadful its service is. Live football and some other programmes cause buffering to some degree.