No satellite signal. Failed engineer visit due to height of roof. Possible termination of service.

[GavinNJ]

We are getting intermittent and regular failures of signal recept on our Sky+HD box. Engineer vist arranged for Monday 9th May. Visit failed becuase they didn't have sufficiently high ladders to reach the dish on our roof. This is depite the fact that Sky engineers originally installed the dish on our roof seven years ago, and I had advised them of this prior to their visit. As a result they have aborted the visit. We were going to upgrade to SkyQ at the same time, so it now appears that this will not happen. Worse still, we have had a text from Sky telling us that we cannot now have a Sky TV service. Sky online help is useless in offering any resolution, and it's impossible to get through to a real person who knows what they're talking about by telephone. If we cannot resolve this issue, we will have to cancel our entire Sky TV/Broadband package and find another supplier. Help please!

[Mark39]

Sky now normally install and maintain dishes at no more than bedroom window height, so unless your dish can be re-positioned away from roof level, I imagine they won't commit to providing a service for you.

What problem are you having with calling them?

[TimmyBGood]

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@GavinNJ wrote:

Visit failed becuase they didn't have sufficiently high ladders to reach the dish on our roof. This is depite the fact that Sky engineers originally installed the dish on our roof seven years ago, and I had advised them of this prior to their visit.

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Unfortunately (or fortunately, depending whether you're the person on the ladder) safe working practices do get updated.  If Sky can't service the dish based on their current regime, they can't offer a satellite product.

[techman9 · Accepted solution]

@GavinNJ Call Sky and  ask them and ask them if you can get a local independent satelitte installer to change the LNB/Dish beforehand, you will have one locally.  If this is the case they can then complete the relivant work without the need for ladders etc..

If you can have a dish elsewhere on the property you could just get them in to remove the old dish, and sky could install elsewhere which fit's their health and safety.

Otherwise depending on your internet speed/connection you could get Glass, it's pretty buggy at the minute but can be used as a very worse case scenario.

Other options are freeview/freesat and a Now TV subscription for sky content it all depends on what you view and how you do it.

[GavinNJ]

Thanks. The challenge is getting through the automated answering system to be able to articulate our problem and then talk to the right people about it. Perseverence seems to be the order of the day.

[GavinNJ]

@techman9 That's very helpful; thank you.

[techman9]

@GavinNJ   I find when they open is the quickest as everyone is on their way to work or in bed! etc..