Box won;t turn on..3 days now no service

[LoobyLil]

I have the Sky HD + box ..it started having intermittant problems wuth coming on but usually after unplugging and plugging back in it would re-initialise and come back on... then the lights started going weird...it would get stuck in recording mode then I'd have both green and red lights stuck on ...then no lights came on...  then it would be on green light (standby mode) and red would come on when started it up!

last three days red light only and won;t start up...I'm absolutely fed up with as disabled and its an old TV that has no built in freeview so can't get any TV on it at all ... if Sky box isn't working.

I'm still paying £51.50 fopr this ..I'm deaf so can't ring the helplines as my minicom (which I used to use via text relay) no longer works over the VOIP lines. 

Seems the only way to communicate is post on here or cancel my DD and wait until they notice and contact me with hopefully a direct email I can reply to! ..but will probably be easier to just get a freeview box or a new TV with it already in and just cancel SKy TV as I'm not getting any service and can't get any help when I do have problems.

It's so frustrating!   Sky used to be the best and most accessible with the most subtitled programs of any of the satellite and freeview servces when it first came out...I guess they have so many customers now they no longer care!

[Mark39]

@LoobyLil it sounds as though your Sky box has given up, I'm afraid, but you could try Sky's help here: https://www.sky.com/help/articles/sky-box-stuck-on-standby-sky-plus-hd

If it doesn't resolve the issue, you'll need to upgrade to either Sky Q or Stream or Glass. Best to contact Sky for your options - I assume you're registered with their Accessibility team.

Cancelling your direct debit won't get you the attention you may be hoping for - it will only result in an email asking you to reinstate it.

[LoobyLil]

I haven't been able to contact their accessibility team ...when I followed the link last time you had to be already registered to contact them it said! ..so how you're supposed to get registered the first time I don't know!! 

so How do I leave and cancel my subscription altogether then without getting constant auto emails (with no return address).  are we not allowed to leave unless able to speak on the phone? 

I live on my own I don't have anyone esle to be able to phone them for me.

[nigea99]

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@LoobyLil wrote:

I haven't been able to contact their accessibility team ...when I followed the link last time you had to be already registered to contact them it said! ..so how you're supposed to get registered the first time I don't know!! 

so How do I leave and cancel my subscription altogether then without getting constant auto emails (with no return address).  are we not allowed to leave unless able to speak on the phone? 

I live on my own I don't have anyone esle to be able to phone them for me.

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hi @LoobyLil 

This is the link from the Accessibility link at the bottom of these community help  pages:

https://www.skyaccessibility.sky/

It has a link to register with the accessibility team on it as well as other info

Hopefully this will assist you

[BenJoBanjo]

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@LoobyLil wrote:

I haven't been able to contact their accessibility team ...when I followed the link last time you had to be already registered to contact them it said! ..so how you're supposed to get registered the first time I don't know!! 

so How do I leave and cancel my subscription altogether then without getting constant auto emails (with no return address).  are we not allowed to leave unless able to speak on the phone? 

I live on my own I don't have anyone esle to be able to phone them for me.

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If you click on the 'no I still need help' button at the bottom of this page, it'll give you the option to start on online chat, during which you can request cancellation:

https://www.sky.com/help/your-account/my-account-and-subscription/cancelling/cancel-my-subscription/... 

[LoobyLil]

how do i get to the page where it shows me my account number and viewing card number from here pls? will they ask me for that when I open a chat?

[LoobyLil]

weird that live chat was available until I clicked on it then suddenly it wasn't ...can only get the virtual assistant thats unable to help as need to talk to a human ..

Don't suppose i get to speak to a human if I send an official complaint and notify them that I've ended my DD as I've had no service at all now for 4 days!!!

Any ideas if there's a direct email address for their complaints department???   or accessibiltiy dept (if it still exists!)

terrible service ... very disappointing when I've been with them for years since before the SKy HD box... i remember a time they were very attentive and helpful to customers and you got to speak to a real person online!

[Mark39]

Different ways to contact the Accessibility team here: https://www.sky.com/help/articles/contacting-sky-accessibility

Chat is shown as currently available.