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Sky "Call Back" Box Issue

kimbyanne Avatar
6y, 1m agoPosted 6 years, 1 month ago
Has anyone else had letters from Sky asking them to manually perform call-backs on each of their Sky Boxes? Apparently it is to prove that your Sky Boxes are all connected to the same telephone line.

I have now received four letters from them, the first arriving in July. I have performed the call backs each time and after receiving the fourth letter today, called them to find out what was going on.

Apparently, as my telephone number is ex directory, I now need to manually perform call-backs on all three of my Sky Boxes each and every month or risk being fined. As I have not performed a call back this month, the letter was sent to prompt me.

I am really not happy, I have had Sky Multiroom since 2007 and have never been asked to do this before and am certainly not going to start doing it every sodding month. A call-back usually takes around five minutes and half the time, the first attempt fails. I am not doing this each month on three Sky Boxes.

I am now sending a complaint to Sky because if this information is correct, I will just cancel my contract and move to Virgin!
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kimbyanne Avatar
6y, 1m agoPosted 6 years, 1 month ago
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#1
I thought the boxes only had to be connected to the phone line for the first year? Thats what they told me...................we also have multi room and haven't had any letters
[mod]#2
I've had sky for years and only recently upgraded to HD multi room - I've left both boxes plugged in as I thought it was 12mths as well and am also ex-directory - but no letters as yet either re call back confirmations.
#3
I am not sure about the 12 month thing but when we upgraded to HD we had to sign a new 12 month contract, but I think that is up at the end of this month.

I am just hoping that some muppet has told me the wrong information because I am not performing call backs each sodding month.
banned#4
Ex-directory was never asked to perform a call back in the first 12 months, had sky about 3yrs now.
[mod]#5
Even an ex-directory number displays on caller display, so wonder if there is a fault in your box or something that the tel number isn't being confirmed ? Just did a quick hunt and found a post by 'pcbbc' on Digitalspyforums

http://www.digitalspy.co.uk/forums/showpost.php?s=d08b161a45c6ab68c1cc35702a87fb3e&p=38941567&postcount=5

Sky check both boxes remain at the same address. Otherwise everyone would get several multiroom cards and "rent" then out to their mates and family at £30pcm for the Sky World pack and pocket the £20 difference.
With the boxes connected to the phone line Sky monitor the telephone number the boxes call them from.
If a box doesn't call back, or calls from a different number, they assume you are trying to defraud them. After a few gentle reminder letters they charge you a full price sub (not just £10 extra) for each multiroom box which remains unconnected.


That sounds like the letters you are getting, so maybe your box isn't automatically calling back as it should - it could have been wrongly set up or something ? Just a thought, hope you get it sorted as those automatic calls can drive you nuts entering options and info.
#6
Sky check both boxes remain at the same address. Otherwise everyone would get several multiroom cards and "rent" then out to their mates and family at £30pcm for the Sky World pack and pocket the £20 difference.
With the boxes connected to the phone line Sky monitor the telephone number the boxes call them from.
that was the same thing the sky engineer told me when he fitted the sky+ and moved the old sky box upstairs.
#7
Daft question but if your number ex-dir to Sky, as in, do they not know it?
See, i had this issue, and you need to just add a prefix code.
I am not at home, but it's REALLY easy to do and once done, the box can call back whenever Sky want it to, as long as they're all connecting to a working phone line at the registered address.
If you want i'll post later on how to do it, otherwise i'll not bother :)
#8
In fact, just googled
Sky Box on
Press Services, 4, 0, 1, select to get to hidden installer menu (or 0,0,1 select for Sky HD box)
There should be summat like, callback prefix
Enter 1470 (this will by-pass your withheld number)
Callbacks *should* then work

Edited By: boydent999 on Oct 14, 2010 11:41: more info
#9
Had sky for over 7 years and never had it plugged into the phone line.
#10
Just had this response from Sky. Those of you who don't have your boxes connected to your telephone line may want to connect them of face the wrath of Sky!

To receive the subsidised multiroom subscription, the terms and conditions of your contract state that all boxes must be connected to the same telephone landline. If callbacks are not received from all your boxes we will automatically revert the subsidised multiroom subscription to the full rate until we have received the required callbacks. Please note that this requirement is for the duration of your contract and not just for the first 12 months.
#11
boydent999
In fact, just googled
Sky Box on
Press Services, 4, 0, 1, select to get to hidden installer menu (or 0,0,1 select for Sky HD box)
There should be summat like, callback prefix
Enter 1470 (this will by-pass your withheld number)
Callbacks *should* then work


Yeap, that is how to perform a call back..........which they want me to do every month!
banned#12
kimbyanne
boydent999
In fact, just googledSky Box onPress Services, 4, 0, 1, select to get to hidden installer menu (or 0,0,1 select for Sky HD box)There should be summat like, callback prefixEnter 1470 (this will by-pass your withheld number)Callbacks *should* then work
Yeap, that is how to perform a call back..........which they want me to do every month!

Part of the conditions of multiroom is that the box must be permantantly connected otherwise you could pass on your full subscription cards that may be worth £50 per month but actually costing you much less. The fact you've not had to do it means youve just got lucky.

Good luck with Virgin. Out of the frying pan......
#13
guv
kimbyanne
boydent999
In fact, just googledSky Box onPress Services, 4, 0, 1, select to get to hidden installer menu (or 0,0,1 select for Sky HD box)There should be summat like, callback prefixEnter 1470 (this will by-pass your withheld number)Callbacks *should* then work
Yeap, that is how to perform a call back..........which they want me to do every month!




Part of the conditions of multiroom is that the box must be permantantly connected otherwise you could pass on your full subscription cards that may be worth £50 per month but actually costing you much less. The fact you've not had to do it means youve just got lucky.

Good luck with Virgin. Out of the frying pan......


BUT ALL THREE OF MY SKY BOXES ARE PERMANENTLY CONNECTED!!

Edited By: kimbyanne on Oct 14, 2010 13:34: .......
#14
kimbyanne
boydent999
In fact, just googled
Sky Box on
Press Services, 4, 0, 1, select to get to hidden installer menu (or 0,0,1 select for Sky HD box)
There should be summat like, callback prefix
Enter 1470 (this will by-pass your withheld number)
Callbacks *should* then work


Yeap, that is how to perform a call back..........which they want me to do every month!
Sorry but why do they want *you* to perform the callback, they control when and how it is done. Have you set the 1470 prefix and it's still not working? It's hard to understand, since you've not said that........see what happens is, Sky pings the Sky box, and the Sky box, calls back; when it cannot, as it happening for you, they know and contact you.

Edited By: boydent999 on Oct 14, 2010 13:37: More waffle
banned#15
kimbyanne
BUT ALL THREE OF MY SKY BOXES ARE PERMANENTLY CONNECTED!!

Do you know why your number is being withheld? Being ex-directory has nothing to do with it. We are ex directory but the phone always sends its number when calling.
#16
prefix 1470 will work if done
#17
#18
I know all about 1470 but it doesn't work. I enter it every time I get the letter and the next month, another letter appears.

I am going to call Sky later because this is ridiculous.
#19
check your ren value for all telephony equipment connected to the line then and make sure you're not usign too many filters or splitters extensions etc change rj11 on boxes
#20
failing that click the 1470 link above and read all about stuff to try on google
#21
Had same story here. After a coupleof letters i got 1470 set-up - but it was too late. I was charged £50. I spent 50 mins this morning to a customer services manager who just blanked me on the phone, no refund. I kept my cool and kept him on the line for 50 Mins !

I checked the terms and conditions and couldn't see any referance to call-back, letters and fines (my 2 sky boxes have always been connected to phone line) and so called again a few moments ago. A nice scotts girl said "no problem, let me refund that" before i could explain anything ! Compete lottery who you speak to at Sky.....try several times and keep polite...it might work!
#22
sky ask u to do there job tel them you want paid if they say noooooo to any comp then tel them to send sum1 asap its wot u pay them for and they shouldnt be asking customers to do there work,yea they do call backs ive had loads but still get askd if id do1 but i do it and maksurei get free movie

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