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Sky Digital BSkyB, Freesat & Saorsat support forum
Sky+ HD
Disk Space on Sky+ Hard Disk Misteriously Disappearing
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<blockquote data-quote="Mickha" data-source="post: 106425" data-attributes="member: 187442"><p>Hi Eugenius,</p><p>I did read an article, similar to your problem, and copied it for a friend, I don't know if it relates to you problem but it might be worth reading:</p><p></p><p></p><p><strong><span style="color: black"><span style="font-family: 'Verdana'">Sky charges for repairs to non-faulty digiboxes</span></span></strong> </p><p></p><p style="text-align: center"><p style="text-align: center"></p> </p><p><span style="color: black"><span style="font-family: 'Verdana'">British Sky Broadcasting has denied accusations that the company tried to profit from a known software fault in its digital video recorders, after customers were charged £65 for engineers to visit their homes.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">A recurring fault in the Sky+ system software causes recordings to fail for no apparent reason. The bug eats up space on the digibox's hard disk and, even after the failed recording has been deleted, the disk space is lost.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Although the problem has dragged on for two years, coming and going through various software updates, recent complaints from Sky+ customers have revealed an interesting development:</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Customers whose digiboxes are still under warranty are told by Sky that the fault is known about and will be fixed with an automatic software update, downloaded by satellite. But customers whose digiboxes are out of warranty are told that it is a hardware fault and will require an engineer visit. This incurs a £65 call-out charge.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">But calling twice as a customer whose digibox is out of warranty, both times we were told that it is a hardware fault and we would have to pay £65 for an engineer to fix it.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span><strong><span style="color: red"><span style="font-family: 'Verdana'">Refunds and retraining</span></span></strong><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Sky has so far been unable to explain the discrepancy in advice being given to customers, but a spokeswoman stressed that the company was "absolutely not" trying to profit by charging for unnecessary call-outs.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">"We have had complaints from a small percentage of customers and we have confirmed that it is a software fault," the spokeswoman explained.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">"We will review engineer call-outs on a case-by-case basis and although we can't make any promises with regard to refunds, some customers would receive a refund if the engineer was unable to fix the problem."</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">The spokeswoman acknowledged that "retraining" of some call centre staff may be necessary to ensure that customers are offered appropriate advice in future, regardless of whether or not their digiboxes are still under warranty.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span><strong><span style="color: red"><span style="font-family: 'Verdana'">Never miss a thing</span></span></strong><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">This recording fault has been a long-term thorn in the side of Sky and thousands of customers who subscribe to the £10 per month Sky+ service.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Why the fault cannot be fixed permanently is a mystery, and some Sky+ users have come to dread the automatic software updates, knowing that the problem may re-appear at any time.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">When the bug first struck, customers were infuriated by Sky insisting that there was nothing wrong. An extemporary campaign organised on an internet discussion forum resulted in a flood of complaints to Sky, but the company continued to deny the fault and denied receiving any complaints.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Concerns were heightened when it was discovered that a hidden menu option had been added to the engineer's menu on the Sky+ interface. "Planner Rebuild" seemed to serve no purpose other than to correct for the lost disk space caused by the recording bug. Rather than crushing the bug once and for all, it appeared that Sky had decided to simply work around it.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Much to the dismay and some ironic amusement of Sky+ users, the "Planner Rebuild" feature was a failure and has not solved the problem it was meant to fix.</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'"></span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Sky+ adverts infamously boasted that subscribers would "never miss a thing", a claim which has lead to Sky paying compensation to customers affected by the recording bug. The "never miss a thing" line does not appear in the latest round of advertising.</span></span></p><p> </p><p><span style="color: black"><span style="font-family: 'Verdana'">Best wishes</span></span></p><p><span style="color: black"><span style="font-family: 'Verdana'">Mickha</span></span></p></blockquote><p></p>
[QUOTE="Mickha, post: 106425, member: 187442"] Hi Eugenius, I did read an article, similar to your problem, and copied it for a friend, I don't know if it relates to you problem but it might be worth reading: [b][color=black][font=Verdana]Sky charges for repairs to non-faulty digiboxes[/font][/color][/b][color=black][font=Verdana] [/font][/color] [center][center][color=black][font=Verdana][/font][/color][/center][/center] [color=black][font=Verdana]British Sky Broadcasting has denied accusations that the company tried to profit from a known software fault in its digital video recorders, after customers were charged £65 for engineers to visit their homes. A recurring fault in the Sky+ system software causes recordings to fail for no apparent reason. The bug eats up space on the digibox's hard disk and, even after the failed recording has been deleted, the disk space is lost. Although the problem has dragged on for two years, coming and going through various software updates, recent complaints from Sky+ customers have revealed an interesting development: Customers whose digiboxes are still under warranty are told by Sky that the fault is known about and will be fixed with an automatic software update, downloaded by satellite. But customers whose digiboxes are out of warranty are told that it is a hardware fault and will require an engineer visit. This incurs a £65 call-out charge. But calling twice as a customer whose digibox is out of warranty, both times we were told that it is a hardware fault and we would have to pay £65 for an engineer to fix it. [/font][/color][b][color=red][font=Verdana]Refunds and retraining[/font][/color][/b][color=black][font=Verdana] Sky has so far been unable to explain the discrepancy in advice being given to customers, but a spokeswoman stressed that the company was "absolutely not" trying to profit by charging for unnecessary call-outs. "We have had complaints from a small percentage of customers and we have confirmed that it is a software fault," the spokeswoman explained. "We will review engineer call-outs on a case-by-case basis and although we can't make any promises with regard to refunds, some customers would receive a refund if the engineer was unable to fix the problem." The spokeswoman acknowledged that "retraining" of some call centre staff may be necessary to ensure that customers are offered appropriate advice in future, regardless of whether or not their digiboxes are still under warranty. [/font][/color][b][color=red][font=Verdana]Never miss a thing[/font][/color][/b][color=black][font=Verdana] This recording fault has been a long-term thorn in the side of Sky and thousands of customers who subscribe to the £10 per month Sky+ service. Why the fault cannot be fixed permanently is a mystery, and some Sky+ users have come to dread the automatic software updates, knowing that the problem may re-appear at any time. When the bug first struck, customers were infuriated by Sky insisting that there was nothing wrong. An extemporary campaign organised on an internet discussion forum resulted in a flood of complaints to Sky, but the company continued to deny the fault and denied receiving any complaints. Concerns were heightened when it was discovered that a hidden menu option had been added to the engineer's menu on the Sky+ interface. "Planner Rebuild" seemed to serve no purpose other than to correct for the lost disk space caused by the recording bug. Rather than crushing the bug once and for all, it appeared that Sky had decided to simply work around it. Much to the dismay and some ironic amusement of Sky+ users, the "Planner Rebuild" feature was a failure and has not solved the problem it was meant to fix. Sky+ adverts infamously boasted that subscribers would "never miss a thing", a claim which has lead to Sky paying compensation to customers affected by the recording bug. The "never miss a thing" line does not appear in the latest round of advertising.[/font][/color] [color=black][font=Verdana][/font][/color] [color=black][font=Verdana]Best wishes[/font][/color] [color=black][font=Verdana]Mickha[/font][/color] [/QUOTE]
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Disk Space on Sky+ Hard Disk Misteriously Disappearing
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