Engineer

[Julie3333]

Hi there I want to book an engineer to sort sky box. we have been having issues with sky box for over a year and now it's got to the point where it's now saying "you have a problem with your planner so recordings, playback and on demand services are unavailable" it says "we can get fix this for you" so i press the yellow button and follow the steps that it goes through "system fault" but it doesn't do anything. The viewing card or the box where the viewing card is inserted is faulty so need an engineer to come. 

[Daniel0210]

@Julie3333 

So basically Sky+ (where you've posted) being a legacy package, is no longer supported by Sky.

Sky therefore won't send an engineer for any Sky+ issues. You would have to employ a local satellite engineer at your own expense.

You can still call Sky to discuss your options which will be upgrading to Sky Q or moving to Glass / Steam to continue to view Sky content through a Sky subscription.

[Annie+UK]

Try a Planner Rebuild

See question Q02 in my Sky Plus F⋅A⋅Q

[Julie3333]

Well I'm a sky customer with a full package, and if that was the case then why is it just this one box with the issue, I have 2 others with no problem and able to use on demand and record and playback 🤔 

[Julie3333]

Tried a planner rebuild and doesn't do anything 

[Annie+UK]

You do understand that each box has its own separate hard drive that can fail at anytime, Sky+ boxes do not run as a single unit

It would be like saying my living room lights don't work but every other light in the house works so the living room one should also work 😿️

Does the planner rebuild givew any error messages? ie Diskless mode

[Julie3333]

I am aware each box has its own hard drive. Hence why I said an engineer needs to look / replace etc. not because sky doesn't support sky+ as if they've turned it off on us. Planner rebuild doesn't give any information, the option it gives is to restart or full system reset and upon doing this there is no change. 

[GD1]

@Julie3333  Sky+HD is no longer supported, if the box has failed your option is to speak to Sky to move to Sky Q.

Purchasing a replacement Sky+HD box is no longer an option as you won't be able to pair your viewing card to it.

[Annie+UK]

Please Note: Sky+ is now a legacy/obsolete service that Sky are replacing with their newer services: Sky Glass, and/or Sky Stream.

Satellite TV is on its last legs and is being replaced due to the lack of any new satellites being launched to replace the existing ones that are at the end of their service

As said above, Sky don't send engineers to Sky+ customers any more, hard drives will fail at sometime as the newest Sky+ boxes are over 10 years old they wioll all start to fail more often, this is why Sky have offered free upgrades to newer systems (Sky Q, Sky Stream etc...)

[Julie3333]

I can't get to speak to sky, it's all automated 

[oj01]

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@Julie3333 wrote:

I am aware each box has its own hard drive. Hence why I said an engineer needs to look / replace etc. not because sky doesn't support sky+ as if they've turned it off on us. Planner rebuild doesn't give any information, the option it gives is to restart or full system reset and upon doing this there is no change. 

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Then, unfortunately, that box has died. It can't be replaced by another Sky+Hd box as Sky no longer allows that.

Your only realistic option, assuming you want to stay with Sky is to switch to either Sky Q or Sky Stream. 

I'll tag in @nigea99 who has written a guide to switching to Sky Q .

Sky Stream is another beast entirely.

[Julie3333]

I'm happy to stay & switch to sky q, but it just want to speak to someone at sky to discuss and sort but like I said I cannot get to speak to anyone other than automated, no matter what steps I go through. 

[oj01]

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@Julie3333 wrote:

I'm happy to stay & switch to sky q, but it just want to speak to someone at sky to discuss and sort but like I said I cannot get to speak to anyone other than automated, no matter what steps I go through. 

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Just stay on the line and wait to speak to an agent. Usually no longer than a few minutes when I call.

[Daniel0210]

@Julie3333 

You can only arrange Sky Q by calling. Sky Q has a lifespan of another 3-4 years only. 

All calls will start automated (aka 'the bot') which may try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

[nigea99]

hi @Julie3333 

As @oj01  says, you may  wish to read some notes I have made for people considering switching from SKY +/HD to SKY Q

SKY +/HD to SKY Q