Sky+ PVR2 Sound is Skipping on Recorded Programmes - Page 87 - Sky+

digitalsatman · 08-06-2007, 07:16

I'm afraid you are! I'd say you should receive a response either Today or Monday.

Gingerino · 08-06-2007, 08:48

Spot on Digitalsatman - I just received the following email a few minutes ago:

Quote:

Thank you for your email addressed to James Murdoch, which has been passed to me to investigate and respond on his behalf.

I would like to begin by apologising for the problems you have had with your Sky+ box.

As it appears that you require an engineer to either repair or replace your equipment, I can advise that I have arranged a service call, free of charge, for Tuesday, 12 June 2007. The reference for this job is xxxxxxxx and the engineer will call you before 9.30am on the morning of the job to give you an estimated time of arrival. Should you need to change the date, please email me at the above address.

Unfortunately, as equipment is subject to availability, I am unable to guarantee which make of box that you will receive, however I can advise that it will be a new PVR3.

I trust that this is satisfactory and thank you for your patience and understanding regarding this matter.

Kind regards
Jacqueline McCue
Customer Liaison Consultant

Result! Thanks and a big well done to everyone responsible for the information on this thread.

Cheers,
Gingerino.

smpepsi · 08-06-2007, 08:48

Quote:

Originally Posted by Gingerino

Quick update on my progress (or lack of):

I emailed James Murdoch last Friday morning (1st June).

On Monday afternoon (4th June), I received the following response:
I still haven't heard anything (I sent a chaser email to both the above CustomerCareEscalation address and James Murdoch late on Wednesday night (6th June)).

Am I being too impatient?

Cheers,
Gingerino

Hi - I was going to e-mail James Murdoch but I came across viewer relations phone number. 08702 40 3000. When I spoke to them they reckon all e-mails to his address go to their department! I think they are getting loads of e-mails about this very issue. If I were you if you don't get a response soon phone viewer relations. I did and I got an engineer sent on the Saturday and I had a refurbished box. It is extremely noisy - don't know if this is a common thing with the new boxes??? There is 3 months warranty so I'm happy to phone back now I have a contact. Give viewer relations a try - maybe if they're getting such a high volume of e-mails to James Murdoch it could take a while???

smpepsi · 08-06-2007, 08:51

Quote:

Originally Posted by Vickster69

Glad to hear you got a new box

Any chance you kept your old box details so you can post them in this thread, as requested in previous posts?

Hi - Sorry I didn't write down the details of my old box but I know the version number was 4F2001.

hammersrule · 08-06-2007, 09:00

another dodgy amstrad, emailed on wednesday night as yet no reply.

MODEL A20B15
VERS. 4F2001
SER.NO 921218XX
OP.SYS.V 1.31B00
EPG SOFT SKY+4.10C

nognolan · 08-06-2007, 10:14

Quote:

Originally Posted by smpepsi

Hi - I was going to e-mail James Murdoch but I came across viewer relations phone number. 08702 40 3000. When I spoke to them they reckon all e-mails to his address go to their department! I think they are getting loads of e-mails about this very issue. If I were you if you don't get a response soon phone viewer relations. I did and I got an engineer sent on the Saturday and I had a refurbished box. It is extremely noisy - don't know if this is a common thing with the new boxes??? There is 3 months warranty so I'm happy to phone back now I have a contact. Give viewer relations a try - maybe if they're getting such a high volume of e-mails to James Murdoch it could take a while???

Thanks for your advice. Usually there isn't a problem with response times from Sky when the email method is used, and it's normal for a response to take anything from 2 hours to 5 days. On some rare occasions a follow up email has been necessary, especially for the less patient

.

However, I would not advise people to use the telephone number you gave as the main method for resolving this problem. It is important to get all communications with Sky in writing, so you have evidence of their offer of a free call out and a brand new PVR3. This is not just in case you need to argue about it later with Sky, but also because sometimes the engineer takes matters into their own hands and tries to give a refurbished model despite what Sky said. Arguing with the engineer that "someone on the phone said I would get a new box" is not a strong enough position to guarantee you win the argument.

By having the offer in writing 1) it's difficult for the engineer to argue about it, and 2) if the engineer insists on a refurb despite what Sky offered you will be able to cancel the service call there and then without fear of being charged for a subsequent visit.

So I would strongly advise everyone to use the email route to get this sound skipping problem resolved (see my next post), and reserve the telephone number you gave for chase ups only.

Thedebster · 08-06-2007, 11:18

I too have been experiencing the same sound and picture problems with my Amstrad Sky+ box and like the rest of you it has been mostly affecting Channel 4, its got so bad now the recordings are unwatchable. Sky tried a full sytem check and then I was told when they have come across this problem before re-sending the signal usually clears this up (think they are telling porkies!).
They obviously know that the boxes need replacing with this particular problem because when I said I'd have to think about paying £65 for an engineer she said all parts and labour are covered under the £65 and if you need a new box that will be replaced at no extra charge to the £65!

I am thanking my lucky stars I found this site, I was just about to pay the £65 to have an engineer but Sky's computers were down and I was told to ring back in half an hour, when I rang back I got cut off so having had enough of the whole situation decided to look into maybe purchasing a freeview digital recorder just to record channel four on and thats when I stumbled on this page! So thank you to everyone without you all putting the time and effort in I wouldn't have known that I'm not alone in this. I've just sent my e-mail so fingers crossed!

Details of my box are:

MODEL A20B15
VERS. 4F2001
SER.NO 00921079XX
OP.SYS.V 1.31B00
EPG SOFT SKY+4.10C

nognolan · 08-06-2007, 12:12

How to Get the Amstrad Sound Skipping Problem Resolved

For the benefit of new and future visitors to this site, here is detailed information about what to do to get your Amstrad sound skipping problem resolved with a free call out and hopefully a brand new PVR3 box (with twice as much recording capacity as your PVR2 and the Sky Anytime feature). You'll be surprised how easy and quick this approach is after all the months of suffering you have endured.

Firstly, you are not alone and the good news is you can get this problem fixed within a few days

!

Secondly, do not worry if you are out of warranty. The following advice is mainly for Sky+ boxes that ARE out of warranty, although it can also be used by those that still have unexpired warrranty protection.

Thirdly, you do not need to feel guilty that you are 'trying it on with Sky' because this is simply not the case. Whilst not proven, all the indicators seem to suggest that the sound/picture skipping problem that a batch of Amstrad PVR2's are suffering from may have been introduced by BSkyB themselves through a software update. As Sky supplied the Sky+ units, and they control the software updates, and they receive ongoing service fees for the services received on the unit, then they have duty of care to resolve the probelm. So no guilt needs to be felt

Fourthly, I urge everyone following this procedure to remain polite and courteous to all Sky employees and contractors at every opportunity. These people are going to help you resolve the problem. Anger and demands will only alienate them which will make your cause more difficult. The trick is to be very polite but clear and determined about your expectations. That equals 'assertiveness'. Anger and demands equal 'aggression'. You'll also be pleased to hear that there have been many reports on this thread that using the approach below has resulted in nothing short of first class customer service from BSkyB. Don't expect that though if you 'lose it' with the person you are dealing with :0. Having said that, it doesn't always go perfectly and I have given some advice below about how to deal with the more common problems.

Fifthly, before we go any further please make a written note now of the System Details of your failing Sky+ unit. On you remote, select Services, 4, 5, and write down the details you find there. You should include this information in your email to Sky (see below) and we want you to post this information to this thread otherwise we will send round our army of imaginary monsters who will turn you into mucus before sucking you up

. Seriously though, the system details data collected in this thread about the failing units is critically important in providing each of us the collective consumer leverage that helps to get the problem resolved with BSkB. Please post the following details on this thread:

- Manufacturer
- Model Number
- Version Number
- Serial Number (replace the last two digits with xx in your post on this thread)
- Operating System Version
- EPG Software Version

The reason for asking you to write these details down now is because sometimes the failing units are replaced by BSkyB more quickly than you can get registered on Digital Spy

, and once your old box is gone, it will be too late

.

Sixthly, don't bother with telephone based customer services at BSkyB. Most likely they will tell you that they've never heard of the problem, that you are the only person in the world to be suffering from it, that you should try various system reset procedures (which won't cure the problem) and finally that you will need to pay £65 for a service call. This will cost you money for the call/s, will waste at least an hour of your time (most of the which you will be listening to some crap music and Sky adverts) and will eventually result in a trip to the doctor's and a three month course of blood pressure tablets. It's just not worth it.

Ok, so now you've made a written note of your system details (you HAVE, haven't you?????) and we've finally got to the bit where you find out what to do. The rest of this post looks long, but that's because I like to blab alot, not because the process is complicated. It isn't. Actually it's remarkably simple.

You need to email James.Murdoch@BSkyB.com explaining your problem and presenting the following arguments (if the statements are true for you):

1. That there is mounting evidence (eg. the data collected at Digital Spy) that a whole batch of Amstrad's are suffering from this this common problem. More importantly however it was Sky themselves that supplied these units to enable their Sky+ service (for which they charge you monthly) but the units they supplied have been rendered unfit for purpose to fully enable that service.
2. That there is mounting evidence that the problem started directly as a result of Sky changing the operating software during the summer 2006. Ie. Sky caused the problem to occur in equipment they supplied, for a service they charge you monthly for.
3. That your expectations are that the unit will be replaced for free by a brand new Sky+ PVR, as Sky have done for other customers that are in exactly the same situation. There is evidence that replacement refurbished units start to suffer from the same problem in due course and you do not want to risk that. You pay a lot of money for the Sky services so you expect to be given the best possible customer service and have your expectations met.
4. That you will have to consider cancelling the whole Sky service if your expectations are not met, because with a failing unit the monthly cost does not represent value for money.

Don't forget to include you System Details in the email.

Within 2-5 days you should receive an email reply from 'All Customer 'Care Escalations'. This is the "Customer Liaison" department, which is a department trapped in a time warp somewhere in Murdoch Towers, and as a result they provide traditional and excellent customer services like companies used to back in the good old days. Ahhh, remember them?? If only we could go back.... Anyway, getting back on topic, the email you receive will hopefully offer a free call out, and a brand new PVR3 (although they can't guarantee the make). You may also receive a courtesy telephone call. If you only receive the call but not an email, then email back requesting details of their intentions in writing by way of a return email.

If your email does not mention a brand new Sky+ box (or a PVR3) than email back immediately re-stating your expectations for a brand new Sky. The logic of this is that BSkyB can not control the make of Sky+ you will get as this depends on the stock carried on the engineers van on the day of the call. As BSkyB can't control the make, you could end up with another dodgy Amstrad PVR2. However as there is no evidence of batches of PVR3's suffering from the sound skipping problem, then by requesting a new Sky+ you are protecting yourself from the risk of the replaced unit being another Amstrad PVR2 suffering from the same problem. However, remember that BSkyB's obligation is to resolve the problem by whatever means they see as appropriate, and if they are confident that they can do that without a new PVR3 then you should accept that. You are not owed a PVR3, nor do you have any rights to one. It just that by asking for one you are providing yourself a degree of protection against the fault continuing.

If you are contacted by phone and the person says they cannot authorise a new Sky+ box, simply ask for your case to be referred to someone that does have that authority. With luck you will soon be contacted again by a more senior person that will offer a new Sky+. That's what happened to me, but if this happens, make sure you get a follow up email setting out the offer in writing.

You want to ensure you have all the details of BSkyB offer in writing (email or letter). Partly, just in case BSkyB do accidentally charge your account, but mostly because the visiting engineer has no authority to offer you a new box regardless of what protest you make. The engineers are only authorised to provide refurb units for service calls. However, BSkyB can approve the engineers to provide a new Sky+ box. Sometimes though the engineer tries to provide a refurb unit (brown cardboard box) because that is their default routine. If you can show the engineer a written offer from BSkyB of a new Sky+ (PVR3) then that will provide enough evidence for him/her pop back out to the van to get a new unit (white cardboard box). You may well find the engineer is amazed at how you managed to wangle that, but that's our little secret, isn't it?

. The fact is the instruction has come from the top.

Now, a word or two about the make of boxes. Many people have a preference for one make over another. This is not the thread to discuss that particular subject, but if you do have a preference then BSkB genuinely do not have a great deal of control over the matter. It really does depend on the stock on the engineers van, so don't waste your time requesting a Pace/Thomson/Amstrad (delete as appropriate) with BSkyB. Instead, the best advice is to ask the engineer when they make their pre-visit telephone call (usually the day/evening before the planned visit) if they have said make of box on the van and if so could they put one aside for you. Then ensure you're ready to offer tea/coffee and quality biscuits when the engineer arrives.

Some people have wondered what they warranty position on the replaced unit. My understanding is that all replacement units come with a three month warranty (regardless of whether new or refurb). However, there have been reports here that by querying the warranty position with the Customer Liaisin person dealing with your case, you may get an offer of support for one year. I can verify this because I did make such an enquiry and I got that offer. It's not exactly a promise or a legal protection or a right, but it is a 'gentleman's agreement' and should hopefully be honoured if needed.

Finally, we do enjoy seeing the success stories, and also accounts of any problems encountered along the way because that helps us to develop better advice, so please do let us know how you get on.

Lastly, the only cost of this advice is for you to post the system details of your failing unit!!! So it's almost free but not quite

That's not much to pay for a working Sky+ unit and to avoid being turned in to a gooey soup now is it?

Good luck.

nognolan · 08-06-2007, 12:25

Quote:

Originally Posted by Thedebster

They obviously know that the boxes need replacing with this particular problem because when I said I'd have to think about paying £65 for an engineer she said all parts and labour are covered under the £65 and if you need a new box that will be replaced at no extra charge to the £65!

I'm glad you found this site just in time!!

Re. your point above, the regular telephone customer support staff know pig all about this sound skipping problem. They just work from a script. In fact what you described is actually the case for all £65 service calls regardless of the fault. If the box needs replacing the cost is covered in the £65.

I would like to apologise to pigs.

Vickster69 · 08-06-2007, 14:44

Quote:

Originally Posted by nognolan

How to Get the Amstrad Sound Skipping Problem Resolved

Well done nogs!

A very informative and comprehensive post - no-one should have any problems getting their dodgy box replaced now.

PS it must have taken you ages to do!

u505013 · 08-06-2007, 16:08

I'm having the same problems.

Details of my box are:
MAKE AMSTRAD
MODEL A20B15
VERS. 4F2001
SER.NO 00920404XX
OP.SYS.V 1.31B00
EPG SOFT SKY+4.10C

Many thanks for your posting.
Will email today.

nognolan · 08-06-2007, 16:51

Quote:

Originally Posted by Vickster69

PS it must have taken you ages to do!

Yup.

All for the cause....

f1l71 · 08-06-2007, 19:14

Started experiencing sound skipping problems in September last year, thought hard disk was on its way out then discovered this thread!!

BOX NUMBER 1
Manufacturer: Amstrad
Model: A20B015
Version Number: 4F2001
Serial Number: 00920879XX
Operating System Version: 1.31B00
EPG Software Version: sky+4.10.c

Followed noglogan excellent tips for e-mailing James Murdoch, received first replacement box 5th April. After various e-mails to AllCustomerCareEscalation I was told I would receive a brand new box, and the engineer who visited also told my wife we were getting a new box – however, by new he meant new to us, and not brand new, as he gave us a refurb Amstrad PVR 2. Despite this only having 15hrs and not 20 hrs recording capacity, we thought we’d see how we got on with it…. Needless to say, box 2 lasted 7 weeks before the same problems started again – though as well as sound skipping, we also got the box not recognising the viewing card (needed to disconnect mains to reboot and fix) and recordings failing even though we were watching another channel fine.

BOX NUMBER 2
Manufacturer: Amstrad
Model: A20B015
Version Number: 4F2001
Serial Number: 00920851XX
Operating System Version: 1.31B00
EPG Software Version: sky+4.10.c

E-mailed AllCustomerCareEscalation Tuesday 29th May to ask for another box, no response received by Sunday 3rd June so e-mailed James Murdoch again. Got a response from ACCE on Tuesday 5th, saying a senior engineer would be here on 16th June!!!

I rang the number they provided to change the appointment, after 15 minutes speaking to someone on the other side of the world finally got transferred back to someone in the UK who gave me an appointment for 7th June. Engineer came, tried fobbing my wife off with another refurb, once we explained that this would be box number 3, and showed him the e-mails saying we would get a new box “where possible”, all of a sudden he was able to find a brand new Thomson box at the back of his van….

Let’s see how long this one lasts, MANY MANY thanks though to all contributors to this post, amongst them Saint Nognolan, patron saint of frustrated Sky customers – your place is assured in heaven

.

nognolan · 08-06-2007, 22:17

Quote:

Originally Posted by f1l71

...amongst them Saint Nognolan, patron saint of frustrated Sky customers – your place is assured in heaven...

ROTFL

I don't think I'll be getting canonized or sanitised (or whatever the correct term is for being made into a saint) - unless the Holy See's own Sky+ starts to suffer the problem and he then discovers this DS thread

I'll keep a look out for anyone with the nickname 'Pope'.

mkwillms · 09-06-2007, 10:31

RESULT!!

Email sent to JM last weekend, reply received mid week from Customer Escalation, Sky installer arrived this morning.

I now have a brand new Pace PVR3. The installer was very friendly and responsive, and even set up my box for a better picture.

A big thanks to all on this forum especially nognolan, and well done to Sky for finally (albeit after much pressure from you guys) for realising that Customer Satisfaction is important.

Marco

Thriller · 09-06-2007, 15:30

Why has everybody else managed to get new boxes at the drop of a hat when I was refused one?

That said, there haven't been any problems since my signal strength/quality was improved so fingers crossed.

nognolan · 09-06-2007, 22:06

Quote:

Originally Posted by Thriller

Why has everybody else managed to get new boxes at the drop of a hat when I was refused one?

That said, there haven't been any problems since my signal strength/quality was improved so fingers crossed.

Sound skipping problems can be caused by many root causes. The typical Amstrad PVR2 sound skipping problem that this thread is about occurs even with high signals inputs.

Whether a box needs replacing or not is always at the discretion of the visiting engineer. What Sky usually offer for this Amstrad skipping problem is a new box if the old box needs replacing. In your case I guess the engineer determined that the low signals you were getting were a far more likely cause if problems than a faulty box - and if you haven't had problems since it looks like he was right.

Actually you could consider yourself lucky that you got your problem fixed for free instead of paying £65 which is what most customers with low signals would have to pay to get them fixed

.

skyuser6 · 10-06-2007, 13:42

To be sure your box is ok set a recording on Ch4 And history +1 at the same time. If the box is faulty one of them will always skip sound. Also try recording history and history +1 at same time. Your box could appear to be ok because you have not recorded certain channels. Eg if only BBC channels are recorded there is unlikely to be a problem showing. Do this while the engineer is still there if he says it's fixed by the signal improvement.

This happened to me wasting more time off etc.

Vickster69 · 11-06-2007, 13:24

Quote:

Originally Posted by f1l71

...amongst them Saint Nognolan, patron saint of frustrated Sky customers...

Fame at last!

bairnpunter · 11-06-2007, 14:44

I've been following this thread for a couple of weeks now, as we've got the skipping problem on an old Amstrad box. I've had Sky+ for about 3 years, and the skipping problem has got significantly worse over the last 3 months or so. Firstly, it seemed to be CH4 only (The F Word, ER, etc) but now its affecting some other channels (maybe when CH4 is being recorded, not sure). ER on one occasion was completely unwatchable on playback, and a movie we recorded the same thing. Unacceptable.

Now, before I contact Sky and JM, I have a problem. We got out tv/setup box moved within the living room, and its now not connected to the telephone connection. The engineer at the time (didn't work for SKY) muttered something about a wireless telephone extender from Maplin, but I've not got it yet. Its not been connected for 3 months and no letters have been sent. I understand that the skipping problem is unrelated to the telephone connection?! If a SKY engineer appears, I assume I'll need to get a wireless telephone extender. BUT I see the All in One extender is not compatible with SKY+. Help...!!!

Does anyone have a wireless extender and SKY+ (old Amstrad box - I've misplaced all the system details and serial number)

nognolan · 11-06-2007, 15:16

Quote:

Originally Posted by bairnpunter

Does anyone have a wireless extender and SKY+ (old Amstrad box - I've misplaced all the system details and serial number)

You might be better posting this particular question in the main Sky+ forum as it will get more exposure to lots of knowledgeable folk. Once you've got yourself sorted re. the telephone connection, please do come back to this thread with your system details and update us on progress in getting your skipping problem sorted out.

DJ_SL · 11-06-2007, 22:57

hi,
Sent JM an email, following the guidlines on here, just over a week ago. Today I received an email from Customer Escalations with a date for a free engineer visit and a new none amstrad box subject to availability.

Date for engineer visit it the 20th June which is a bit further in the future (might be becuase i'm in London) than other ppl on here i think but I don't care as long as they sort it properly.

Will post with results after this date.

Cheers

nognolan · 11-06-2007, 23:21

Quote:

Originally Posted by DJ_SL

hi,
Sent JM an email, following the guidlines on here, just over a week ago. Today I received an email from Customer Escalations with a date for a free engineer visit and a new none amstrad box subject to availability.

Date for engineer visit it the 20th June which is a bit further in the future (might be becuase i'm in London) than other ppl on here i think but I don't care as long as they sort it properly.

Will post with results after this date.

Cheers

I'm surprised you didn't email sooner - it was ages ago that you first posted to this thread

Before they come and swop your box, please could you post your system details of your current Sky+ so these can be added to the collected data. Thanks.

DJ_SL · 12-06-2007, 07:44

Quote:

Originally Posted by nognolan

I'm surprised you didn't email sooner - it was ages ago that you first posted to this thread

Before they come and swop your box, please could you post your system details of your current Sky+ so these can be added to the collected data. Thanks.

yeah so am I :s ... i think i did post my details sometime back but i'll put up the latest before it gets swapped.

Cheers

hammersrule · 12-06-2007, 10:42

emailed last wednesday,did not get a reply by email,but recieved a phonecall today,and a ref no,wife took call its in her name,she did not ask if it is a foc call out.every one else had an email so had a point of referance.cannot phone back as number not recorded,am unsure as to how to proceed now .any advise?........thanks

08-06-2007, 07:16	#2151
digitalsatman Forum Member Join Date: Sep 2005 Location: W Yorks Services: 2 x Sky+ HD, Sky World, 50Mb BB, iPhone 3GS 32GB, Labour Party Supporter Posts: 6,822	I'm afraid you are! I'd say you should receive a response either Today or Monday.

08-06-2007, 09:00	#2155
hammersrule Forum Member Join Date: Jun 2007 Posts: 15	another dodgy amstrad, emailed on wednesday night as yet no reply. MODEL A20B15 VERS. 4F2001 SER.NO 921218XX OP.SYS.V 1.31B00 EPG SOFT SKY+4.10C

08-06-2007, 11:18	#2157
Thedebster Forum Member Join Date: Jun 2007 Posts: 8	I too have been experiencing the same sound and picture problems with my Amstrad Sky+ box and like the rest of you it has been mostly affecting Channel 4, its got so bad now the recordings are unwatchable. Sky tried a full sytem check and then I was told when they have come across this problem before re-sending the signal usually clears this up (think they are telling porkies!). They obviously know that the boxes need replacing with this particular problem because when I said I'd have to think about paying £65 for an engineer she said all parts and labour are covered under the £65 and if you need a new box that will be replaced at no extra charge to the £65! I am thanking my lucky stars I found this site, I was just about to pay the £65 to have an engineer but Sky's computers were down and I was told to ring back in half an hour, when I rang back I got cut off so having had enough of the whole situation decided to look into maybe purchasing a freeview digital recorder just to record channel four on and thats when I stumbled on this page! So thank you to everyone without you all putting the time and effort in I wouldn't have known that I'm not alone in this. I've just sent my e-mail so fingers crossed! Details of my box are: MODEL A20B15 VERS. 4F2001 SER.NO 00921079XX OP.SYS.V 1.31B00 EPG SOFT SKY+4.10C

08-06-2007, 12:12	#2158
nognolan Forum Member Join Date: Dec 2006 Posts: 1,066	How to Get the Amstrad Sound Skipping Problem Resolved For the benefit of new and future visitors to this site, here is detailed information about what to do to get your Amstrad sound skipping problem resolved with a free call out and hopefully a brand new PVR3 box (with twice as much recording capacity as your PVR2 and the Sky Anytime feature). You'll be surprised how easy and quick this approach is after all the months of suffering you have endured. Firstly, you are not alone and the good news is you can get this problem fixed within a few days ! Secondly, do not worry if you are out of warranty. The following advice is mainly for Sky+ boxes that ARE out of warranty, although it can also be used by those that still have unexpired warrranty protection. Thirdly, you do not need to feel guilty that you are 'trying it on with Sky' because this is simply not the case. Whilst not proven, all the indicators seem to suggest that the sound/picture skipping problem that a batch of Amstrad PVR2's are suffering from may have been introduced by BSkyB themselves through a software update. As Sky supplied the Sky+ units, and they control the software updates, and they receive ongoing service fees for the services received on the unit, then they have duty of care to resolve the probelm. So no guilt needs to be felt Fourthly, I urge everyone following this procedure to remain polite and courteous to all Sky employees and contractors at every opportunity. These people are going to help you resolve the problem. Anger and demands will only alienate them which will make your cause more difficult. The trick is to be very polite but clear and determined about your expectations. That equals 'assertiveness'. Anger and demands equal 'aggression'. You'll also be pleased to hear that there have been many reports on this thread that using the approach below has resulted in nothing short of first class customer service from BSkyB. Don't expect that though if you 'lose it' with the person you are dealing with :0. Having said that, it doesn't always go perfectly and I have given some advice below about how to deal with the more common problems. Fifthly, before we go any further please make a written note now of the System Details of your failing Sky+ unit. On you remote, select Services, 4, 5, and write down the details you find there. You should include this information in your email to Sky (see below) and we want you to post this information to this thread otherwise we will send round our army of imaginary monsters who will turn you into mucus before sucking you up . Seriously though, the system details data collected in this thread about the failing units is critically important in providing each of us the collective consumer leverage that helps to get the problem resolved with BSkB. Please post the following details on this thread: - Manufacturer - Model Number - Version Number - Serial Number (replace the last two digits with xx in your post on this thread) - Operating System Version - EPG Software Version The reason for asking you to write these details down now is because sometimes the failing units are replaced by BSkyB more quickly than you can get registered on Digital Spy , and once your old box is gone, it will be too late . Sixthly, don't bother with telephone based customer services at BSkyB. Most likely they will tell you that they've never heard of the problem, that you are the only person in the world to be suffering from it, that you should try various system reset procedures (which won't cure the problem) and finally that you will need to pay £65 for a service call. This will cost you money for the call/s, will waste at least an hour of your time (most of the which you will be listening to some crap music and Sky adverts) and will eventually result in a trip to the doctor's and a three month course of blood pressure tablets. It's just not worth it. Ok, so now you've made a written note of your system details (you HAVE, haven't you?????) and we've finally got to the bit where you find out what to do. The rest of this post looks long, but that's because I like to blab alot, not because the process is complicated. It isn't. Actually it's remarkably simple. You need to email James.Murdoch@BSkyB.com explaining your problem and presenting the following arguments (if the statements are true for you): 1. That there is mounting evidence (eg. the data collected at Digital Spy) that a whole batch of Amstrad's are suffering from this this common problem. More importantly however it was Sky themselves that supplied these units to enable their Sky+ service (for which they charge you monthly) but the units they supplied have been rendered unfit for purpose to fully enable that service. 2. That there is mounting evidence that the problem started directly as a result of Sky changing the operating software during the summer 2006. Ie. Sky caused the problem to occur in equipment they supplied, for a service they charge you monthly for. 3. That your expectations are that the unit will be replaced for free by a brand new Sky+ PVR, as Sky have done for other customers that are in exactly the same situation. There is evidence that replacement refurbished units start to suffer from the same problem in due course and you do not want to risk that. You pay a lot of money for the Sky services so you expect to be given the best possible customer service and have your expectations met. 4. That you will have to consider cancelling the whole Sky service if your expectations are not met, because with a failing unit the monthly cost does not represent value for money. Don't forget to include you System Details in the email. Within 2-5 days you should receive an email reply from 'All Customer 'Care Escalations'. This is the "Customer Liaison" department, which is a department trapped in a time warp somewhere in Murdoch Towers, and as a result they provide traditional and excellent customer services like companies used to back in the good old days. Ahhh, remember them?? If only we could go back.... Anyway, getting back on topic, the email you receive will hopefully offer a free call out, and a brand new PVR3 (although they can't guarantee the make). You may also receive a courtesy telephone call. If you only receive the call but not an email, then email back requesting details of their intentions in writing by way of a return email. If your email does not mention a brand new Sky+ box (or a PVR3) than email back immediately re-stating your expectations for a brand new Sky. The logic of this is that BSkyB can not control the make of Sky+ you will get as this depends on the stock carried on the engineers van on the day of the call. As BSkyB can't control the make, you could end up with another dodgy Amstrad PVR2. However as there is no evidence of batches of PVR3's suffering from the sound skipping problem, then by requesting a new Sky+ you are protecting yourself from the risk of the replaced unit being another Amstrad PVR2 suffering from the same problem. However, remember that BSkyB's obligation is to resolve the problem by whatever means they see as appropriate, and if they are confident that they can do that without a new PVR3 then you should accept that. You are not owed a PVR3, nor do you have any rights to one. It just that by asking for one you are providing yourself a degree of protection against the fault continuing. If you are contacted by phone and the person says they cannot authorise a new Sky+ box, simply ask for your case to be referred to someone that does have that authority. With luck you will soon be contacted again by a more senior person that will offer a new Sky+. That's what happened to me, but if this happens, make sure you get a follow up email setting out the offer in writing. You want to ensure you have all the details of BSkyB offer in writing (email or letter). Partly, just in case BSkyB do accidentally charge your account, but mostly because the visiting engineer has no authority to offer you a new box regardless of what protest you make. The engineers are only authorised to provide refurb units for service calls. However, BSkyB can approve the engineers to provide a new Sky+ box. Sometimes though the engineer tries to provide a refurb unit (brown cardboard box) because that is their default routine. If you can show the engineer a written offer from BSkyB of a new Sky+ (PVR3) then that will provide enough evidence for him/her pop back out to the van to get a new unit (white cardboard box). You may well find the engineer is amazed at how you managed to wangle that, but that's our little secret, isn't it? . The fact is the instruction has come from the top. Now, a word or two about the make of boxes. Many people have a preference for one make over another. This is not the thread to discuss that particular subject, but if you do have a preference then BSkB genuinely do not have a great deal of control over the matter. It really does depend on the stock on the engineers van, so don't waste your time requesting a Pace/Thomson/Amstrad (delete as appropriate) with BSkyB. Instead, the best advice is to ask the engineer when they make their pre-visit telephone call (usually the day/evening before the planned visit) if they have said make of box on the van and if so could they put one aside for you. Then ensure you're ready to offer tea/coffee and quality biscuits when the engineer arrives. Some people have wondered what they warranty position on the replaced unit. My understanding is that all replacement units come with a three month warranty (regardless of whether new or refurb). However, there have been reports here that by querying the warranty position with the Customer Liaisin person dealing with your case, you may get an offer of support for one year. I can verify this because I did make such an enquiry and I got that offer. It's not exactly a promise or a legal protection or a right, but it is a 'gentleman's agreement' and should hopefully be honoured if needed. Finally, we do enjoy seeing the success stories, and also accounts of any problems encountered along the way because that helps us to develop better advice, so please do let us know how you get on. Lastly, the only cost of this advice is for you to post the system details of your failing unit!!! So it's almost free but not quite That's not much to pay for a working Sky+ unit and to avoid being turned in to a gooey soup now is it? Good luck.

08-06-2007, 16:08	#2161
u505013 Forum Member Join Date: Jan 2006 Posts: 2	I'm having the same problems. Details of my box are: MAKE AMSTRAD MODEL A20B15 VERS. 4F2001 SER.NO 00920404XX OP.SYS.V 1.31B00 EPG SOFT SKY+4.10C Many thanks for your posting. Will email today.

08-06-2007, 19:14	#2163
f1l71 Forum Member Join Date: Jun 2007 Services: Sky+ Posts: 1	Started experiencing sound skipping problems in September last year, thought hard disk was on its way out then discovered this thread!! BOX NUMBER 1 Manufacturer: Amstrad Model: A20B015 Version Number: 4F2001 Serial Number: 00920879XX Operating System Version: 1.31B00 EPG Software Version: sky+4.10.c Followed noglogan excellent tips for e-mailing James Murdoch, received first replacement box 5th April. After various e-mails to AllCustomerCareEscalation I was told I would receive a brand new box, and the engineer who visited also told my wife we were getting a new box – however, by new he meant new to us, and not brand new, as he gave us a refurb Amstrad PVR 2. Despite this only having 15hrs and not 20 hrs recording capacity, we thought we’d see how we got on with it…. Needless to say, box 2 lasted 7 weeks before the same problems started again – though as well as sound skipping, we also got the box not recognising the viewing card (needed to disconnect mains to reboot and fix) and recordings failing even though we were watching another channel fine. BOX NUMBER 2 Manufacturer: Amstrad Model: A20B015 Version Number: 4F2001 Serial Number: 00920851XX Operating System Version: 1.31B00 EPG Software Version: sky+4.10.c E-mailed AllCustomerCareEscalation Tuesday 29th May to ask for another box, no response received by Sunday 3rd June so e-mailed James Murdoch again. Got a response from ACCE on Tuesday 5th, saying a senior engineer would be here on 16th June!!! I rang the number they provided to change the appointment, after 15 minutes speaking to someone on the other side of the world finally got transferred back to someone in the UK who gave me an appointment for 7th June. Engineer came, tried fobbing my wife off with another refurb, once we explained that this would be box number 3, and showed him the e-mails saying we would get a new box “where possible”, all of a sudden he was able to find a brand new Thomson box at the back of his van…. Let’s see how long this one lasts, MANY MANY thanks though to all contributors to this post, amongst them Saint Nognolan, patron saint of frustrated Sky customers – your place is assured in heaven .

09-06-2007, 10:31	#2165
mkwillms Forum Member Join Date: Jun 2007 Posts: 2	RESULT!! Email sent to JM last weekend, reply received mid week from Customer Escalation, Sky installer arrived this morning. I now have a brand new Pace PVR3. The installer was very friendly and responsive, and even set up my box for a better picture. A big thanks to all on this forum especially nognolan, and well done to Sky for finally (albeit after much pressure from you guys) for realising that Customer Satisfaction is important. Marco

09-06-2007, 15:30	#2166
Thriller Forum Member Join Date: May 2004 Posts: 1,485	Why has everybody else managed to get new boxes at the drop of a hat when I was refused one? That said, there haven't been any problems since my signal strength/quality was improved so fingers crossed.

10-06-2007, 13:42	#2168
skyuser6 Forum Member Join Date: Feb 2005 Posts: 49	To be sure your box is ok set a recording on Ch4 And history +1 at the same time. If the box is faulty one of them will always skip sound. Also try recording history and history +1 at same time. Your box could appear to be ok because you have not recorded certain channels. Eg if only BBC channels are recorded there is unlikely to be a problem showing. Do this while the engineer is still there if he says it's fixed by the signal improvement. This happened to me wasting more time off etc.

11-06-2007, 14:44	#2170
bairnpunter Forum Member Join Date: Jan 2005 Posts: 4	I've been following this thread for a couple of weeks now, as we've got the skipping problem on an old Amstrad box. I've had Sky+ for about 3 years, and the skipping problem has got significantly worse over the last 3 months or so. Firstly, it seemed to be CH4 only (The F Word, ER, etc) but now its affecting some other channels (maybe when CH4 is being recorded, not sure). ER on one occasion was completely unwatchable on playback, and a movie we recorded the same thing. Unacceptable. Now, before I contact Sky and JM, I have a problem. We got out tv/setup box moved within the living room, and its now not connected to the telephone connection. The engineer at the time (didn't work for SKY) muttered something about a wireless telephone extender from Maplin, but I've not got it yet. Its not been connected for 3 months and no letters have been sent. I understand that the skipping problem is unrelated to the telephone connection?! If a SKY engineer appears, I assume I'll need to get a wireless telephone extender. BUT I see the All in One extender is not compatible with SKY+. Help...!!! Does anyone have a wireless extender and SKY+ (old Amstrad box - I've misplaced all the system details and serial number)

11-06-2007, 22:57	#2172
DJ_SL Forum Member Join Date: Sep 2005 Posts: 49	hi, Sent JM an email, following the guidlines on here, just over a week ago. Today I received an email from Customer Escalations with a date for a free engineer visit and a new none amstrad box subject to availability. Date for engineer visit it the 20th June which is a bit further in the future (might be becuase i'm in London) than other ppl on here i think but I don't care as long as they sort it properly. Will post with results after this date. Cheers

12-06-2007, 10:42	#2175
hammersrule Forum Member Join Date: Jun 2007 Posts: 15	emailed last wednesday,did not get a reply by email,but recieved a phonecall today,and a ref no,wife took call its in her name,she did not ask if it is a foc call out.every one else had an email so had a point of referance.cannot phone back as number not recorded,am unsure as to how to proceed now .any advise?........thanks