Need help with old sky hd box

[Rabbe1]

My grandmother has dementia and has been using a sky box for a very long time her model is sky hd box that she must of had since the 2010s. She cannot navigate any other service. She just isn't capable. No freeview no Netflix only the iteration of sky She had been familiar with since the 2000s. I am desperate to speak to an actual human as recently she's having issues with signal. Every time the box is turned off the signal is lost and I have to spend a long time initialising the box. I would love to get a technician out but the bot that im referred to only offers support for skyQ and other services. My grandmother has been a sky customer for over 20 years. I'd really love to talk to someone who can handle her issue sensitively as the tv is so important to her. Please can you help im really at a loss 

[SKY1992bf · Accepted solution]

@Rabbe1 

Sky no longer supports Sky+hd hardware unless it's covered by sky protect 

you would need to employ the services of an independent contractor at your own cost 

[Daniel0210]

@Rabbe1 

Sky no longer support set ups for Sky+ or Sky+HD although they may give some advice on the phone. 

[Mark39]

@Rabbe1 sorry to hear of the problem with your grandmother's Sky box. As others have posted, I'm afraid Sky no longer provide engineer support for Sky+ equipment, which is now obsolete, Best to speak to a local Sky installer who should be able to sort out any dish issues so that your grandmother can continue to use her Sky box. Do be aware, though, that at 15 years old, its hard disk is on borrowed time, and the box can no longer be replaced.

[Rabbe1]

Will sky not come and look at the dish? 

[BenJoBanjo]

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@Rabbe1 wrote:

Will sky not come and look at the dish? 

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I'm afraid not. You could employ a local independent satellite installer to come and check the dish and cabling instead, but this would be at your own expense. 

[TimmyBGood]

@Rabbe1 

Realistically all you can do is employ a local independent installer to check the dish orientation, LNB condition and cable integrity.  Sky isn't going to backtrack on their policy of not replacing boxes on a platform which ceased manufacturing a decade ago.

[Rabbe1]

Wait so just so I can understand shes paying for a service thats no longer supported so if she has any issues what's her solution? I dont have sky myself so im not familiar with how it works. 

Thank you for all your replies 

[BenJoBanjo]

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@Rabbe1 wrote:

Wait so just so I can understand shes paying for a service thats no longer supported so if she has any issues what's her solution? I dont have sky myself so im not familiar with how it works. 

Thank you for all your replies 

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Her solution would be to switch to Sky's services which are supported - Sky Q or Sky Stream, or cancel completely. 

[nigea99]

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@Rabbe1 wrote:

Wait so just so I can understand shes paying for a service thats no longer supported so if she has any issues what's her solution? I dont have sky myself so im not familiar with how it works. 

Thank you for all your replies 

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hi @Rabbe1 

If it is a problem with the dish (quite possible after various storms / strong winds etc) or cabling  then as the others have said local independent Satellite Installers are likely to be able to sort this.

Unfortunately, again as indicated,  the SKY HD boxes are no longer supported as they very old tech, so if the box fails the only option would be to switch to what some customers find is a less user friendly system such as SKY Q

Reallistically no companies support all kit in perpetuity - the service she pays for is for the reception of the channels

We know this can be a challenge for some older customers but all we can do is advise 

hopefully a local iinstaller can sort out the current problems