Just had sky HD installed :( - Sky+

ozzyoborne · 06-11-2009, 22:02

Hey Gang!

Just had Sky HD "installed" and its not working... Here's the full tale of events:

I previously had a standard Sky box and another standard Sky box (multiroom). I phoned sky to upgrade my host box to Sky+HD and the other box to Sky+. So skip foward to today and the engineer came out and installed the dual coax cables and setup the multiroom Sky+ (non HD box). All worked well, all features were availible immediately, but the host box (Sky HD) is a different story all together...

He went though the usual setup process and proceeded to try the call back which failed numerous times. In the end he said my phone line must have a fault as it won't do a call back. He said Sky could do nothing and BT need to look at the fault. I asked how this was possible because the other box went into the same phone line and worked fine! :S He waffled on a bit and left just advising to "call BT".

When he left I decided to go for a bit of trouble shooting. I plugged the phone line which was going from the HD box directly into an ADSL filter and into the main phone point and test using a standard phone - it worked fine. I plugged this into the HD box and went thorugh the setup process and the call back failed twice so I called Sky. The girl on the other end of the line said she would activate it, and after a slight delay she said "It should be fine in 4 hours". Well its been over 4 hours and nothing....

Anybody had this issue before? Or been blown off by the engineers like this before? Any advice would be awesome

Winston_1 · 06-11-2009, 22:37

Maybe the new HD box is faulty.

Problems with Sky can usually be quickly solved by telling them you are going to cancel as the service does not work. They hate losing customers.

toydestroyer · 07-11-2009, 15:57

They might say 4 hours but give it a day at least. I had problems with my standard def box and they kept telling me my card isn't in the box when it was, the next morning all was working fine (even though they sad it would be working in an hour).

coopermanyorks · 07-11-2009, 17:54

Ring back ,the four hours is tops,If its not on within that timeframe it needs intervention from Sky CS

Sounds like he possibly didn't pair your actual primary card to the HD box,it happens

ozzyoborne · 08-11-2009, 17:59

Hey guys, thanks for all the responses! I eventually managed a successful callback by putting the box in the place of the already "call'd back" Sky+ box and trying and retrying a few times, but for whatever reason it still didn't work after call back... so on the pohone to Sky again and the call back had been recieved, the girl on the phone went through some details and confirmed the viewing card number etc everything checked out fine. So we were still scratching our heads and eventually I asked her to check what services were applied to each card number at my address and it turns out that the engineer put the wrong card the HD box! A card which had no provisioning for HD or Recording functions. So I swapped the cards over and bang, straight away the HD channels unlock and recording comes online! So all this hassle caused by the stupid engineer putting the wrong cards in the boxes!

Now, I would love to say that this is the end of the palava, but after my initial recording test, I now keep getting the message: "FOR YOUR INFORMATION: Recording Interrupted. Please Wait". My first thought is the card still isn't provisioned properly to the box, because I ran the successful callback while the other card was in the box! What do you think? I will call Sky regarding it (probably tomorrow), but to be honest I've had enough of ringing them for the moment!

Thanks again guys!

ram jam · 08-11-2009, 18:26

i had the same problem when hd fitted with multiroom sky man put wrong cards in wrong box and after 4 hours of calls they finnally got both boxes running!!

Nigel Goodwin · 08-11-2009, 19:26

Quote:

Originally Posted by ozzyoborne

Now, I would love to say that this is the end of the palava, but after my initial recording test, I now keep getting the message: "FOR YOUR INFORMATION: Recording Interrupted. Please Wait". My first thought is the card still isn't provisioned properly to the box, because I ran the successful callback while the other card was in the box! What do you think? I will call Sky regarding it (probably tomorrow), but to be honest I've had enough of ringing them for the moment!

Try recording BBC1 or BBC2, it will probably work OK. This is because the card is authorised for Sky+, but it's NOT paired to that box. Such a card will record FTA channels, but won't record either FTV or subscription chanels, giving the error message you're getting.

If you select 301 or 401 you should get the message 'wrong card for this box'.

ozzyoborne · 08-11-2009, 19:27

Quote:

Originally Posted by Nigel Goodwin

Try recording BBC1 or BBC2, it will probably work OK. This is because the card is authorised for Sky+, but it's NOT paired to that box. Such a card will record FTA channels, but won't record either FTV or subscription chanels, giving the error message you're getting.

If you select 301 or 401 you should get the message 'wrong card for this box'.

Ah now you mention it, that is the case! So is it a case of doing another call back? Or calling Sky and getting them to amend the linked cards?

Nigel Goodwin · 08-11-2009, 19:38

Quote:

Originally Posted by ozzyoborne

Ah now you mention it, that is the case! So is it a case of doing another call back? Or calling Sky and getting them to amend the linked cards?

It's a question of ringing Sky and getting them to pair the card to the correct box. Callbacks only help for brand new never authorised cards, where it does it all automatically.

As you already had Sky+ and multiroom, the installer should have moved your Sky+ card to the HD box, and your normal card to the Sky+. He should then have done callbacks from BOTH boxes, then rung Sky to ask them to re-pair both cards, to add HD to the old Sky+ card, and to add Sky+ to the old normal card.

I'm presuming he left the Sky+ card in the Sky+ box, and tried to use the normal card in the HD box? - that's what messed everything up.

bunsen_honeydew · 08-11-2009, 19:41

We had a similar problem on our install in the end Sky had to send us a new card

ozzyoborne · 09-11-2009, 13:12

Quote:

Originally Posted by Nigel Goodwin

It's a question of ringing Sky and getting them to pair the card to the correct box. Callbacks only help for brand new never authorised cards, where it does it all automatically.

As you already had Sky+ and multiroom, the installer should have moved your Sky+ card to the HD box, and your normal card to the Sky+. He should then have done callbacks from BOTH boxes, then rung Sky to ask them to re-pair both cards, to add HD to the old Sky+ card, and to add Sky+ to the old normal card.

I'm presuming he left the Sky+ card in the Sky+ box, and tried to use the normal card in the HD box? - that's what messed everything up.

Yep thats pretty much it in a nutshell. Unfortunatly I got called away from home for the week by work so I have to wait a week to resolve this. I'll update once done. So it should be a case of Sky "Marrying" the Sky+HD box and the new card/.

Nigel Goodwin · 09-11-2009, 14:37

Quote:

Originally Posted by ozzyoborne

Yep thats pretty much it in a nutshell. Unfortunatly I got called away from home for the week by work so I have to wait a week to resolve this. I'll update once done. So it should be a case of Sky "Marrying" the Sky+HD box and the new card/.

Good luck, it's often very difficult to get sorted out, with inept CS's making it worse each time they try.

jacko 2 · 10-11-2009, 13:28

Quote:

Originally Posted by ozzyoborne

Hey Gang!

Just had Sky HD "installed" and its not working... Here's the full tale of events:

I previously had a standard Sky box and another standard Sky box (multiroom). I phoned sky to upgrade my host box to Sky+HD and the other box to Sky+. So skip foward to today and the engineer came out and installed the dual coax cables and setup the multiroom Sky+ (non HD box). All worked well, all features were availible immediately, but the host box (Sky HD) is a different story all together...

He went though the usual setup process and proceeded to try the call back which failed numerous times. In the end he said my phone line must have a fault as it won't do a call back. He said Sky could do nothing and BT need to look at the fault. I asked how this was possible because the other box went into the same phone line and worked fine! :S He waffled on a bit and left just advising to "call BT".

When he left I decided to go for a bit of trouble shooting. I plugged the phone line which was going from the HD box directly into an ADSL filter and into the main phone point and test using a standard phone - it worked fine. I plugged this into the HD box and went thorugh the setup process and the call back failed twice so I called Sky. The girl on the other end of the line said she would activate it, and after a slight delay she said "It should be fine in 4 hours". Well its been over 4 hours and nothing....

Anybody had this issue before? Or been blown off by the engineers like this before? Any advice would be awesome

Just a thought have you checked the HD BOX MODEM IS SET TO TONE AND NOT PULSE??

nigelb00 · 10-11-2009, 13:40

please forgive me but im a newbe to this site. i have a question.

i had arranged for my new sky hd box to be installed on Sunday (booked an AM appoint) no call from engineer in morning and no visit before 2pm - called sky 3 times to confirm appoint and was told he was on his way.

when he finally arrived he walked in with an Amstrad HD box - which after reading post on here - i refused to accept because it does not have the new epg upgrade.

they are now planning to arrange to fit my new box on Thursday afternoon 12 Nov. what i am asking is if another Amstrad turns up shall i except it (i have requested a samsung !!! - which is pot luck)

please help

Large · 10-11-2009, 14:08

Quote:

Originally Posted by nigelb00

please forgive me but im a newbe to this site. i have a question.

i had arranged for my new sky hd box to be installed on Sunday (booked an AM appoint) no call from engineer in morning and no visit before 2pm - called sky 3 times to confirm appoint and was told he was on his way.

when he finally arrived he walked in with an Amstrad HD box - which after reading post on here - i refused to accept because it does not have the new epg upgrade.

they are now planning to arrange to fit my new box on Thursday afternoon 12 Nov. what i am asking is if another Amstrad turns up shall i except it (i have requested a samsung !!! - which is pot luck)

please help

I wouldn't worry too much about which EPG your box has - they'll all get the new one eventually.

Rejecting a box just because it hasn't got the new EPG yet is rather like cutting your nose off to spite your face IMO...

nigelb00 · 10-11-2009, 14:12

thanks for replying

i did regret it once he left ...but i think i was cheesed off waiting in all day

is Amstrad a good HD box ?

Mystic Eddy · 10-11-2009, 14:42

Quote:

Originally Posted by nigelb00

thanks for replying

i did regret it once he left ...but i think i was cheesed off waiting in all day

is Amstrad a good HD box ?

It's as good as the Samsung and Pace boxes but it does have a problem with contrast over HDMI on the current EPG.
You might end up with one of the new 500GB Amstrad boxes that already has the new EPG

.

ozzyoborne · 10-11-2009, 14:51

I got the Samsung box, but no new EPG, do I have to do anything? Or do you think that once I get round to marrying the card and box (this weekend) it'll update?

Nigel Goodwin · 10-11-2009, 15:24

Quote:

Originally Posted by ozzyoborne

I got the Samsung box, but no new EPG, do I have to do anything? Or do you think that once I get round to marrying the card and box (this weekend) it'll update?

Samsung boxes aren't on the manual download stream yet, so you can't force them - all you can do is wait iuntil it comes round automatically. The card makes no difference, downloads occur fine with out a card inserted.

coopermanyorks · 10-11-2009, 15:30

good point about the 500 GB boxes

nigelb00 · 10-11-2009, 16:22

now i am regretting my rejection. has anyone had a new box over the last couple of days and what make were they

ozzyoborne · 10-11-2009, 16:37

Quote:

Originally Posted by nigelb00

now i am regretting my rejection. has anyone had a new box over the last couple of days and what make were they

Samsung, but no new EPG yet

tbh its not a mega issue really, all the boxes will upgrade in time.

nigelb00 · 11-11-2009, 19:02

thanks for all the previous comments. i have had a call from the Sky Engineer today to say he was coming tomorrow to fit my 1st hd box. i had previously rejected an Amstrad. he has told me he will bring a Samsung and a Pace

the obvious question is ....which 1 do i have ...please please help

Dinger · 11-11-2009, 21:05

Quote:

Originally Posted by nigelb00

thanks for all the previous comments. i have had a call from the Sky Engineer today to say he was coming tomorrow to fit my 1st hd box. i had previously rejected an Amstrad. he has told me he will bring a Samsung and a Pace

the obvious question is ....which 1 do i have ...please please help

Take the Pace box if you are offered a choice.

06-11-2009, 22:02	#1
ozzyoborne Forum Member Join Date: Jan 2005 Location: Swindon Services: 10MB VM, Sky+HD, 42" Regza 1080p, PS3, Wii, Xbox 360, BB Bold 9000 Posts: 736	Just had sky HD installed :( Hey Gang! Just had Sky HD "installed" and its not working... Here's the full tale of events: I previously had a standard Sky box and another standard Sky box (multiroom). I phoned sky to upgrade my host box to Sky+HD and the other box to Sky+. So skip foward to today and the engineer came out and installed the dual coax cables and setup the multiroom Sky+ (non HD box). All worked well, all features were availible immediately, but the host box (Sky HD) is a different story all together... He went though the usual setup process and proceeded to try the call back which failed numerous times. In the end he said my phone line must have a fault as it won't do a call back. He said Sky could do nothing and BT need to look at the fault. I asked how this was possible because the other box went into the same phone line and worked fine! :S He waffled on a bit and left just advising to "call BT". When he left I decided to go for a bit of trouble shooting. I plugged the phone line which was going from the HD box directly into an ADSL filter and into the main phone point and test using a standard phone - it worked fine. I plugged this into the HD box and went thorugh the setup process and the call back failed twice so I called Sky. The girl on the other end of the line said she would activate it, and after a slight delay she said "It should be fine in 4 hours". Well its been over 4 hours and nothing.... Anybody had this issue before? Or been blown off by the engineers like this before? Any advice would be awesome

10-11-2009, 13:40	#14
nigelb00 Forum Member Join Date: Nov 2009 Posts: 4	refused hd box please forgive me but im a newbe to this site. i have a question. i had arranged for my new sky hd box to be installed on Sunday (booked an AM appoint) no call from engineer in morning and no visit before 2pm - called sky 3 times to confirm appoint and was told he was on his way. when he finally arrived he walked in with an Amstrad HD box - which after reading post on here - i refused to accept because it does not have the new epg upgrade. they are now planning to arrange to fit my new box on Thursday afternoon 12 Nov. what i am asking is if another Amstrad turns up shall i except it (i have requested a samsung !!! - which is pot luck) please help

06-11-2009, 22:37	#2
Winston_1 Forum Member Join Date: Oct 2007 Posts: 541	Maybe the new HD box is faulty. Problems with Sky can usually be quickly solved by telling them you are going to cancel as the service does not work. They hate losing customers.

07-11-2009, 15:57	#3
toydestroyer Forum Member Join Date: Feb 2007 Posts: 20	They might say 4 hours but give it a day at least. I had problems with my standard def box and they kept telling me my card isn't in the box when it was, the next morning all was working fine (even though they sad it would be working in an hour).

07-11-2009, 17:54	#4
coopermanyorks Forum Member Join Date: Jan 2003 Location: Pontefract -In Gods Own County Services: Pace & Thomson HD & Pvr3's in Multiroom-Sky 6 mix & Sports - BB Max Posts: 16,760 Blog Entries: 1	Ring back ,the four hours is tops,If its not on within that timeframe it needs intervention from Sky CS Sounds like he possibly didn't pair your actual primary card to the HD box,it happens

08-11-2009, 17:59	#5
ozzyoborne Forum Member Join Date: Jan 2005 Location: Swindon Services: 10MB VM, Sky+HD, 42" Regza 1080p, PS3, Wii, Xbox 360, BB Bold 9000 Posts: 736	Hey guys, thanks for all the responses! I eventually managed a successful callback by putting the box in the place of the already "call'd back" Sky+ box and trying and retrying a few times, but for whatever reason it still didn't work after call back... so on the pohone to Sky again and the call back had been recieved, the girl on the phone went through some details and confirmed the viewing card number etc everything checked out fine. So we were still scratching our heads and eventually I asked her to check what services were applied to each card number at my address and it turns out that the engineer put the wrong card the HD box! A card which had no provisioning for HD or Recording functions. So I swapped the cards over and bang, straight away the HD channels unlock and recording comes online! So all this hassle caused by the stupid engineer putting the wrong cards in the boxes! Now, I would love to say that this is the end of the palava, but after my initial recording test, I now keep getting the message: "FOR YOUR INFORMATION: Recording Interrupted. Please Wait". My first thought is the card still isn't provisioned properly to the box, because I ran the successful callback while the other card was in the box! What do you think? I will call Sky regarding it (probably tomorrow), but to be honest I've had enough of ringing them for the moment! Thanks again guys!

08-11-2009, 18:26	#6
ram jam Forum Member Join Date: Jul 2007 Posts: 19	i had the same problem when hd fitted with multiroom sky man put wrong cards in wrong box and after 4 hours of calls they finnally got both boxes running!!

08-11-2009, 19:41	#10
bunsen_honeydew Forum Member Join Date: Jan 2009 Location: Scotland Posts: 214	We had a similar problem on our install in the end Sky had to send us a new card

10-11-2009, 14:12	#16
nigelb00 Forum Member Join Date: Nov 2009 Posts: 4	thanks for replying i did regret it once he left ...but i think i was cheesed off waiting in all day is Amstrad a good HD box ?

10-11-2009, 14:51	#18
ozzyoborne Forum Member Join Date: Jan 2005 Location: Swindon Services: 10MB VM, Sky+HD, 42" Regza 1080p, PS3, Wii, Xbox 360, BB Bold 9000 Posts: 736	I got the Samsung box, but no new EPG, do I have to do anything? Or do you think that once I get round to marrying the card and box (this weekend) it'll update?

10-11-2009, 15:30	#20
coopermanyorks Forum Member Join Date: Jan 2003 Location: Pontefract -In Gods Own County Services: Pace & Thomson HD & Pvr3's in Multiroom-Sky 6 mix & Sports - BB Max Posts: 16,760 Blog Entries: 1	good point about the 500 GB boxes

10-11-2009, 16:22	#21
nigelb00 Forum Member Join Date: Nov 2009 Posts: 4	now i am regretting my rejection. has anyone had a new box over the last couple of days and what make were they

11-11-2009, 19:02	#23
nigelb00 Forum Member Join Date: Nov 2009 Posts: 4	thanks for all the previous comments. i have had a call from the Sky Engineer today to say he was coming tomorrow to fit my 1st hd box. i had previously rejected an Amstrad. he has told me he will bring a Samsung and a Pace the obvious question is ....which 1 do i have ...please please help