Ipre-ordered Sky HD weeks ago with an install date of 25 May.

Today, 22nd May,came a letter postponing until 5th June (an inconvenient date at the moment) offering £20 reduction. Or if you want to wait until after the World Cup - £40. You cannot get through to their hotline it's constantly engaged.

Having bought an HD Ready TV on the basis of the promise of Sky to have it in by the World Cup I am very cheesed off.

Posted by: Peter Roper | May 22, 2006 4:17 PM

Mine should have been installed on 24th. What annoyed me was that they have taken the money for the box from my account, but now no box.

Posted by: david cook | May 22, 2006 4:23 PM

I'm thinking 20 quid is not much of a consolation.

Posted by: Andy Merrett | May 22, 2006 5:48 PM

Yep - me too... 25th delayed until the 5th! That sucks!

Posted by: Dave Brophy | May 22, 2006 9:46 PM

Peter Roper you know the first England game is not on until the 10th June 06 buddy.

Posted by: Jamie Wynder | May 23, 2006 7:41 AM

Yeah but it takes 5 days to work out how to navigate the menus...

j/k

Posted by: Andy Merrett | May 23, 2006 7:49 AM

Dear Jamie Wynder, as I said in my post the new date is not convenient, and it's unlikely I will get a date before the game, since the line is constantly engaged. Don't patronise me.

Posted by: Peter Roper | May 23, 2006 10:41 AM

I had my installation delayed until June 5, 2006. Annoying given the fact that I know I was one of the first to pre-register and one of the forst to pay the £30 fee, paying it within 1 hour of the announcement that they were accepting these.

I talked to Sky for 47 minutes last night @ 10p per minute( 22 May).

* It is not being released on a first come first served basis. *

I had numerous attempts to convince me that it was not being installed on a first come first served basis, even though I had a letter in my hand stating this.

I asked for confirmation of how many boxes were being installed, but nobody knew.

Its a disgrace to leave it until 72 hours before an installation to inform customers of this kind of delay.

I repeat, it is not being installed on a first come first served basis as stated int he letter. Phone Sky and ask, if you can get through that is. The people on the helpline could not confirm if *ANY* SKY HD boxes were being installed in the North West (where I live).

Telewest on the other hand can install within a week. Telewest are claiming they will be carrying HD content from Sky, although I have not heard any such news. Can anybody confirm this?

Posted by: Carl S | May 23, 2006 10:50 AM

Like Carl I spent over 40 minutes on the phone to Sky last night. My install is due today, I received a letter yesterday with my new installation date of the 30th. However when I spoke to the call centre they said I'm booked for the 29th. That's not to bad as it's a bank holiday so I don't need to take more time off work. It's a shame they can't get their correction letters right!

I rang again this morning and the automated system said the call wait time was 26 minutes.
So I hung up and rang their head office on 020 770 53 000

Ask to speak to Mark Anderson their Customer Markteting Director, and you'll go straight through to Customer Care. No wait

Posted by: A McCallum | May 23, 2006 11:05 AM

I had my box installed yesterday and asked about the reports of cancelled installations. I was told this was due to a lack of engineers in certain areas and I was lucky as Scotland hadn't qualified for the world cup as most of the orders were for installation in England.

Posted by: Chris | May 23, 2006 1:22 PM

Well, I should have had my HD yesterday (May 23rd) but, they rang me (before the letter arrived) and re-arranged it for May 29th. I signed up before Christmas and paid my deposit so, presumably, I am part of the first batch of 40,000. I live in Aberdaron (North wales) which is well off the beaten track; so someone at Sky must think I am important!

Posted by: David Goadby | May 24, 2006 9:03 AM

I called Sky Installs last night and was told that my installation was going ahead on the 12th of June (originally booked for 27th) as there had been 700 jobs cancelled and it was on a first come first served basis. I ordered mine at 9:30 on the 24th of March. They did offer to bring mine forwrd (or backwards) which suggests that its not a shortage of boxes but a shortage of people.

The guy on the phone really anoyed me so I have actually cancelled it now dispite them offering 30th may install and £60 off.

As I understand it, the box should be a drop in replacment for a sky+ box (+ hdmi cable). Can someone who has had theirs installed confirm that as I may try just getting the box?

Just called the numeber above and got put though to Mark Anderson's voice mail and left a message asking for a call back (fat chance hey?).

Posted by: Ian MacDonald | May 24, 2006 9:19 AM

Well I got my Sky HD on Monday, but I am STILL waiting for the HD channels and premium channels to be activated.

Sky are having serious problems with a small number of smartcards whereby their system will not allow them to enable/disable HD on them.

I have been asked to swap cards between my Sky+ and Sky HD about 5 or 6 times, have done an equal number of callbacks from the installer menu, have spent ages on the 080702 line to get it fixed and still nothing.

I have been escalated to the IT people, but it doesn't seem to have helped so far.

Not happy.

For Ian - yes, it is a straight swap. Many engineers are changing dishes, but I can't see that being essential unless you have a realy old dish. Maybe the HD box is more sensitive to signal strength or something, but my engineer said he would change the dish before he checked any signal strength or alignment.

Posted by: steve | May 24, 2006 10:14 AM

Thanks for the info Steve.

Just got off the phone with Sky again. Got escalated to a Customer Services Manager who confirmed that the new install dates were not on a first come first served basis but were actually on when the engineer was available to install it in the area (she admitted an engineer shortage too). She also claimed there was a special diary for booking installations for unhappy cutomers.

I asked for their legal departments contact details and she ended up (after 5 mins on hold) putting me though to customer care(?).

The helpful woman then confirmed the letter and said that all changed dates were on a first come first served basis and was very shocked to hear that I (and others above) had been told anything to the contrary. She was also unaware of this special diary and could not believe they could move them forward due to the first come first served basis.

She just called back and changed what she was saying. Now she is saying that the installations were changed on an first come first served based on the installation date and not the order (or preorder) date as she had originally claimed. It would seem that you can not even get a consitant answer from the same people in sky let alone from sky.

Just wish NTL would pull their finger out and present an HD/pvr solution in my area.

Posted by: Ian MacDonald | May 24, 2006 11:04 AM

We had our install cancelled on Sunday night,install due in less than 24 hours on the monday, being told it was a shortage of boxes, so our new date is Friday 26th May, but we are expecting a letter or call from Sky to re-arrange AGAIN, we too were one of the first to pay out for HD, well we will see what happens,or what doesnt........

Posted by: Neil Duncan | May 24, 2006 11:06 AM

It was nice of Sky to at least let most of you know there was a shortage of boxes! I was expecting a call from the engineer on Mon 22nd (before 9 of course!!) and nothing. Waited and waited, then called Sky and waited some more before being told they would have to do it on 25th.
Later that day, got a call from the engineer saying he'd be round between 2 and 4pm on Monday so naturally I thought great stuff! Nothing. Phoned Sky and they said to wait 'til Thurs. Got a call today saying they'd be rounnd to install between 9 and 12 on Thurs. I have my fingers crossed.
By the way, I noticed someone wondered if any installs happening in North West. I'm in North West and it is happening tomorrow. Apparently.

Keep up the good work Sky!

Posted by: Luke | May 24, 2006 10:49 PM

I thought I was having problems - I wasn't even contacted with an install date even though I was a pre order mug - paid the £30 and waited only to be give a pile of Bull S*** by SKY what a load of rubbish their customer service is, absolute bunch of liars.

I am fighting for an install date, then I read all these threads I may as well give up - Suggest all boycott Sky and wait for NTL/Telewest I only pre-ordered on the promise of the world cup. I am absolutely P***** off with sky and will do everything I can to dissuade people from going with them.

Posted by: Steve Gough | May 24, 2006 11:26 PM

Well said my friend, i too have been treated with contempt by sky regarding the hd fiasco. they dont care one iota for there customers because they are struggling to cope with the bad publicity they have got.strange how all those who had original dates cancelled could phone to complain and their install dates were then brought forward. why were so many free dates available for those threatening to cancel or complain. were they being kept in the hope that most people would just accept the compulsary delays therefore freeing up earlier install dates for those new customers they were trying to attract using the same carrot that was dangled in my face. THE WORLD CUP.SKY USED THE world cup TO THERE ADVANTAGE, WITHOUT IT THERE WOULD HAVE BEEN VERY FEW WHO WOULD HAVE SIGNED UP SO EARLY. i think they have shot themselves in the foot now, how can they reasonably expect anyone who has been thinking of getting sky hd in the future to now pay up well in advance for a service that sky cannot provide. sky have used the small print get out clause in the original letters saying thatsome installations may be delayed.my contract was with sky theirs was with thomson. as a result of being pushed too far by sky NON CUSTOMER SERVICE I CANCELLED MY COMPULSARY DATE CHANGE, WOULD HAVE BEEN BETTER HAD I BEEN ASKED.i also cancelled my full package too. so thats £299 for the heavily delayed hd box, £10 for extra subscription and £42-50 for the full package. not a lot to sky but i work really hard for that money and im sure my kids will benefit from it.

Posted by: Alan Dunn | May 25, 2006 11:09 AM

Cheers Alan,
Well said too, mate.
After I sent a rude e-mail about not being even contacted, they sent me an e-mail telling me that there was a special number they had set up for the pre-order saps, and we would be given priority, I phoned the special number and the girl on the end didn't know what i was talking about - and told me August was the nearest date - I got an August date the day before by just phoning anyold sky number - Special phone number? Don't lie to me!!! Do not treat people with contempt, this is the 21st Century and YOU will be found out thanks to sites like this - Come on Sky spend some money and get all those who pre-odered on the false pretence of the world cup,fitted up in time? I dare you!!! any one who gets an order date after the world cup cancel your order and treat them with the same contempt.

Posted by: Steve Gough | May 25, 2006 10:26 PM

Well, i've recently started working for a major electrical store, about 2 weeks ago, naturally on top of warranties our bosses are pushing for this sky HD, now having a demo instore, and having seen it for myself, i think, yes, it is good, infact the picture quality is quite amazing compared to a normal picture, but on the other hand, no, its not worth it, sky charge £300 so you get to pay them monthly for a service which will be delayed from when whenever its suppose to be installed, in my opinion the least sky could do would be to give away the HD boxes, then that may somehow justify the already overcharged prices sky do.

I'm currently a sky customer, but its not my choice to stay, personally i'd recommend everyone to stick to freeview, sky doesn't seem worth it to me, its incredibly expensive since most of the money we pay is to watch adverts, surely sky can make enough from the thousands of adverts alone without having to charge £45 a month for a full package.

as you can tell i'm quite annoyed with sky, only in the uk does tv cost so much, its a shame sky has no real competition :(

Posted by: i love sky | May 30, 2006 12:40 AM

ordered my sky hd box in early march, was told that the install would be on june 10(englands first match)so paid my 299 up front. today may 30 got the dreaded letter telling me that the install was put back to june 26. like many the world cup was my only reason to go hd, so i phoned the help line(no help)and spoke to a girl who was clearly p****d off giveing excuses to people complaining. its not good enough sky, i will now cancel my hd box, stay with my sky plus and wait till later when sky needs me, and get a better deal

Posted by: kevin walshe | May 30, 2006 8:22 PM

Seems everyone is having the same problem. I preordered on the day announced and was told my install who be yesterday (30th). I was away Friday till Monday so quel suprise when I arrive home Monday night to two sky letters announcing a delay till 16th.

Needless to say my blood pressure increased given the fact I had already taken off the 30th as holiday to be there for the Engineer.

Can't be bothered to contact sky as they don't care (I knew what I was getting into) but I do think there should be an impartial representative that we can all petition.

I bought this on the basis of being able to watch the England games in HD (would have been cheaper to go down the pub) and now sky are making money off us and 20 quid is hardly compensation for the pain and frustration we are all going through!

Posted by: Rich Wallace | May 31, 2006 12:09 PM

I pre-ordered sky and got an install date of 25th May. This was put back to 3rd June but its ok because I get £20 creditied to my account (yeah right).

Tonight (2nd june) I get a telephone call to say that an engineer will definitely be calling to my house but he may NOT HAVE A BOX!!

Will have to wait and see but if they do not install again, I will be cancelling my entire subscription.

Posted by: Pete Harbron | June 2, 2006 8:15 PM

Like many others I pre booked HD, Sky had all monies in their bank account in March. Got an installation date of 22nd May, no show on that day, but Sky were good enough to inform my wife two days later that the installation could not take place on the date given, surprise, surprise. New date is given as 5th June, if this does not happen I will cancel the full Sky package including HD, what a bunch of tossers we are dealing with, lets kick arse a get some results instead of being dictated to, ok!!!
Have spent a fortune on the phone with no results, Sky have sent me two letters complaining that my phone line is not plugged into the "box", they can go and shite.

Posted by: John Black | June 3, 2006 10:24 PM

Had HD box installed on 23rd May. HD channels did not appear until 25th May and I still do not have access to my Sky Sports and Movies including HD channels. After six phone calls have been told there is a problem with viewing card and this has been escalated to technical people so I will just have to wait to view my premium channelsThere is no timescale for resolution of this problem and as I am paying for these channels SKY has one very unhappy customer.

Posted by: Jim Fergus | June 4, 2006 4:48 PM

This is like a broken record I'm afraid. I sympathise with everyone as I have a similar story to tell. 22nd May was the original installation date I was given. I was phoned ON THE DAY, to inform me the same story you've all told...not enough boxes...not enough engineers..sorry etc. I took a day off work and I get £40 compensation? The wife answered the phone because she's been fed up with me going on about HD for months..She wants some peace! Another phone call later to tell me the new date would be June 3rd a Saturday, Great! They still said If I didn't get a call by 10am, to phone them. So that sounded reassuring!! The engineer phoned and arrived as promised. However, He was only expecting a swap out not a swap and relocation. So more phone calls, I had to cancel and re-pay for the new instructions and job reference. In the end he was at the house for nearly two hours, trying to contact Sky, swearing , shaking his head, rolling his eyes. He did work hard though. Up at 3am to collect a load of boxes so he was not amused by any of it.
I have the same problem with the HD channels. I don't get my Sky movies or Sports. I do get Sky oneHD, Discovery HD and National Geographic HD, so I consider myself lucky compared to some. I phoned three times on Saturday after the engineer had left, He said the "syncing" of the card to the box can take up to 2 hours but check it after 40 minutes. I laugh now. The third phone call of the day, was to a gentleman who informed it was a computer system error and I was not the only one affected and that patience was a virtue. So I'm going home tonight to see if they've done anything. .By the way, does anyone else get problems with the "recording Interrupted" please wait message or live pause/playback on some channels? I do get BBC HD preview channel. Yes lovely. I can only watch the water buffalo being trapped by the crocodile so many times but ironically I know how it feels, sort of analogy of me and Sky. Guess which one I feel like? Good Luck to everyone else.

Posted by: colin Rogers | June 5, 2006 9:10 AM

got my hd install last weekend - delayed of course and now the box has packed up! tried the 'help' line various times - was told you have to turn off the box for at least a minute then wait three minutes until trying to reboot it - it still doesn't get out of standby and of course they can't get an engineer out till the 13th - customer service? Bollocks.

Posted by: Simon Mattacks | June 5, 2006 5:29 PM

Preordered on the 4 April & agreed an instal date on 3 June. No one came. After calling Sky post 9.00 was told the order was cancelled on the 18 May. I did explain that after waiting in with my new £3500 tv it wasnt me that cancelled. New install date of 23 August offered. Has anyone else had their order cancelled (but not by them)?

Posted by: david boyne | June 6, 2006 5:05 PM

Hi,

Just thought I'd add my complaint. HD box box arrived Monday June 5th (install postponed from May 25) but sonce installation none of my Sky premium channels (all sports & movies) work at all. Also I can't record. And in almost three days all I've been told is that it's been escalated to tier 2 support; there is no information on when a fix can be expected, no response to emails. I don't think this product is fit for purpose, and I know that the support process is broken.

Posted by: Jim Cleary | June 8, 2006 11:04 AM

Further to post of 5 June.
Original offer by Sky to install 23 august rejected. date brought forward to 20 July (after footie final) rejected (i nicely threatened to throw my toys out of the pram), and date brought forward to 22 June.
Well done Sky (so far). compensation offered above offers posted on other blogs

Posted by: david boyne | June 8, 2006 12:25 PM

In reference to my earlier posting: Persistance pays off! No reply to my email. Then I called the HD Support number (08702 43 5000) and talked to (?)Gerry; he explained a bit more about the problem that he could see, and promised to escalate to the IT folks asap. Much to my surprise, I got a call back within about 30 minutes from Mary, and my problem had been solved. Hurrah!

Posted by: Jim Cleary | June 8, 2006 12:55 PM

Well my install was changed to the bank holiday just gone, engineer turned up 8:00am installed the box in less than 30 minutes and all has been fine since.

I hope you guys all get sorted soon.

Posted by: Paul Warren | June 10, 2006 10:04 AM

got mine installed on 8 june after a2 week delay so far so good touchwood

Posted by: mick | June 11, 2006 9:50 AM

Hi all,

In same position as most here - registered early, got delayed, had install Thursday 2006-06-08 - 2 engineers, re-wire dish (not change of dish), move of Sky+ box, etc - all went well. My 2 year-old Hitachi Plasma DVI not HDCP enabled (boo!), but component connection v.good (supprisingly). Able to record on both boxes (+ & hd) ok, but all (old) recordings on + box not available - beacuse cards swapped between + & hd box - ARGH!!!! Known issue, according to Sky support (only 30 min on phone on Sunday - not so busy!). Asked them to make engineers aware of this 'feature'.....
There's always a fly in the ointment - this was it - it was all going so well.... However, quality of HD pics amazing - even the wife can spot the difference, & the (Live) footie was very good, too. I can only wait for more HD content & channels.

Posted by: dunnpj1 | June 12, 2006 10:29 AM

Hi all what a pain for all you guys,as like most had my first date cancelled so whats new,but engineer turned up on the 1st of june said it was his 1st hd install this wasnt because he was new to the job because he was the guy that put my sky in 5 years ago so how come he had no others before june very odd me thinks.Well to be fair to the guy i was up and running within an hour and touch wood all is well and am very impressed with it all,hope all you guys get yours sorted soon.

Posted by: john | June 12, 2006 11:33 AM

Sky Tv what a rip off & joke! HD ordered & as expected delayed, the world cup will be over by the time I see it land! taken my money 2 months ago, offered me crap compensation, yes we still have good tv quality, but its like getting your birthday present 6 months late! typical Uk, we cannot do or get anything correct anytime, supply & demand should not be in our dictionary! hope you are reading this Sky Tv ..even Dick Turpin wore a mask....YOU ARE A JOKE!

Posted by: steve | June 13, 2006 3:21 PM

Hi
As for most of you, I had my install date changed by letter the day before, 22nd May to bank holiday day 29th May, one of the first to pre book. When the big day arrived, recieved my nine o'clock call, sometime between 1500 and 1800hrs. Engineer arrived at 1500hrs ok, but my install was a swop out with my sky+ box, but I have forseen this and swopped around my sky+ with my old multiroom box. leaving only one lead to lounge from dish, but my engineer is not allowed on the roof to fit extra lead, to high, 22 foot to dish. So why do all engineer vans have all those ladders on roof ? I had a understaning engeneer, new lead fitted ok. But the big problem now is, all my normal recordings in normal def not hd fail to record and no instant record ether, it just sits in the planner after record time passes. sky aware as of 12 June. Also programs clashed when only recording one program, done a planner rebuid on advice of sky, just have to wait and see tonights recordings, all for now.

Posted by: Lurch | June 13, 2006 5:44 PM

Cancelled HD box after sky phoned to delay my installation for the second time. Not happy with customer rep when I tried to cancel saying 'why did you buy HD TV if you are not prepared to wait for box then'. Smug remarks like this only enhance my dislike for sky TV. Hope people follow my example....

Posted by: Alan | June 17, 2006 11:11 AM

Update

Sky Engineer came and installed after two week delay. No problems getting it up and running immediately, friendly Engineer.

Very happy with the box etc. Picture on the HD channels is beautiful.

Alan - very sorry to hear about your experience, that is unacceptable customer service. You should complain to their manager.

Posted by: Rich Wallace | June 17, 2006 5:53 PM

My installation date has been cancelled for the second time and they cant even give me a date now! Very very annoying! At this rate we will have hd through freeview before we do through sky! I just wanna get it installed and get this beast working > http://www.wizardprice.com/product_details.asp?id=SAMLCDTV40M61B. Have tried a few hd videos through my pc but I want to see real hd tv! Come on SKY

Posted by: aaron | June 22, 2006 4:42 PM

Hi, I had a Sky+ box installed a couple of months ago. Can I go into a shop anywhere and buy a Sky HD box and then simply install it myself (swap the cables over)? Has anyone done this, and if so can they share their experience? Or is it simply not possible. Thanks.

Posted by: Alex | June 25, 2006 12:05 PM

My Sky pacakage has just gone up again, I can't believe that Sky are signing up 77000 new customer every quarter and still need to fleece me some more. When are they going to lower costs for a change, maybe they should scrap that useless magazine they send out, which only purpose is to pedal more junk mail through my door, no doubt making them even more money in advertising, does anyone actually read that magazine, what a load of c*ap

Posted by: IAN SMITHINTON | August 3, 2006 6:42 PM

I would like to start a campaign to boycott Sky until they start once again to care about their customers. The price increases are now a joke and I can't wait for a decent alternative to Sky TV to come out, I for one will have no loyalty towards Sky as they are a ripp off, come on Stellios, how about Easy HD TV !!!

Posted by: Dave Scrace | August 3, 2006 6:46 PM

iv got sky 130+ box.iv had it about 9 months now.iv just changed my tv to a hd set and would likea hd box of sky.but i dont think i should have to pay another £300 for it.sky are only interested in the money. not there old customers

Posted by: paul barber | November 4, 2006 8:37 PM

I personally had difficulties with sky and now i'm sticking with NTL:TELEWEST. hop NTL's PVR box will introduce more HD channels in the near future.

Posted by: Aswad | January 15, 2007 12:54 AM

I signed up for sky, they sent all the information to another house in the street, eventually an engineer rang me on my mobile I gave him the correct address and he came to install the system to my all singing all dancing new television (£1300 worth), he didn't have the correct cables to fit and I suggested leaving it till another day but he said it would be ok, the TV was running whilst he was connecting the wires etc and when he was leaning on the television and making connections onto the set there was a blue flash and my television went off!! never to work again!!
He apologised and left, telling me to ring customer care the next day.

I have tried ringing and emailing and can get no answer!! I am desperate,what can I do?
Can anyone help me/
Regards
Joe

Posted by: Joseph Goolding | June 19, 2007 4:51 PM