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    Great News if wanting Sky+ and HD and waiting provide

    This is a discussion on Great News if wanting Sky+ and HD and waiting provide within the Sky news and announcements forums, part of the SkyUser Announcements category; Great News – we now have the ability to reduce visit cancellations and improve customer satisfaction by giving customers the ...

    1. #1
      NewsreadeR's Avatar
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      Great News if wanting Sky+ and HD and waiting provide

      Great News – we now have the ability to reduce visit cancellations and improve customer satisfaction by giving customers the option to have Sky+ and HD single box installations completed without a phone line.

      Overview:
      Sky has recognised that there are a large number of households that don’t currently have a phoneline and either plan to have one installed, or have no intention of getting a landline. This has been reported as one of the barriers for people not taking up Sky+ and HD. As a result, Sky will be launching a NPL option on Sky+ and HD in the UK. HD will now be available in ROI.

      What does this mean?
      This means that customers, who don’t currently have a phoneline and absolutely don’t want to get one, will now have the option of paying a one-off payment of £25 as a NPL option and taking up Sky+ or HD. This includes Sky+ A Grade box types. For customers that are awaiting a phone provider to install a line, then the existing ‘Awaiting Provider’ process applies.

      Please note that a phoneline is always recommended for customers taking up Sky+ or HD, so that they can gain access to Sky’s full range of interactive services (e.g. Sky Box Office*, Sky+ Remote Record etc), and so this offer needs to be made covertly, after the benefits of having a phone line have been resold. However in cases where a phoneline simply isn’t an option for a customer, then the NPL on Sky+ / HD is a perfect solution.

      * Box Office can still be booked by telephone however their will be a £1 administration fee.
      Note: Multi-room installations are not eligible for an “Awaiting Provider” installation or NPL alternative. It is available to existing customers who have already got a NPL on their standard Sky box.

      Re-Cap of Awaiting Provider Process
      In order to counter the number of cancellations for Awaiting Provider issues, when an Engineer visits a customer who is still waiting for their phone service provider, they are to proceed with the installation on the basis that the
      customer will have a fully operational phone line connected within 6-8 weeks from the installation date. This will not require changes to the order details as the installation and offer type will remain unaltered.

      Sky’s systems will continue to request call back from the installed box. This test will be used to identify those customers who fail to connect their boxes (just as today with customers who disconnect their line after install). Call
      back failures will continue to be monitored through Team Managers but will not directly effect Engineer job completion payments.

      2
      Completing the Awaiting Provider Installation
      Customers must also be made aware that by installing their equipment when they do not have a working two-way phone line available to be connected to their Sky Box means that we have to carry out a manual enablement, which is
      charged a fee of £25.00/€37.50. This fee will be charged to the account if they do not connect their Sky box to a working two-way phone line within 6-8 weeks of installation.

      Customers should also be made aware that “Sky’s System” will test the phone line connection at regular intervals and will be searching for a connected, functional phone line within 6-8 weeks from install. This will help to ensure that customers are clear on our requirement for them to have the line ready within 6-8 weeks.


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    3. #2
      James67's Avatar
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      Re: Great News if wanting Sky+ and HD and waiting provide

      Quote Originally Posted by NewsreadeR View Post
      Please note that a phoneline is always recommended for customers taking up Sky+ or HD, so that they can gain access to Sky’s full range of interactive services (e.g. Sky Box Office*, Sky+ Remote Record etc), and so this offer needs to be made covertly, after the benefits of having a phone line have been resold. However in cases where a phoneline simply isn’t an option for a customer, then the NPL on Sky+ / HD is a perfect solution.
      Nothing covert about it now…

      I'm surprised that they're making Multiroom available under this. It gives an obvious opportunity for abuse.

      Edit: hold on, it's only customer who already have been allowed a Sky box without a phone line who can get Multiroom. New subscribers under this scheme won't be able to have multiroom.

    4. #3
      sat.guy's Avatar
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      Re: Great News if wanting Sky+ and HD and waiting provide

      if you have multi-room old and new customers alike you will have to have an active phone line or they will charge full price on all cards
      all infomation i give is advice only

      Regards
      Sat.guy


    5. #4
      Postman Pat's Avatar
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      Re: Great News if wanting Sky+ and HD and waiting provide

      First got wind of this a month ago when i emailed James Murdoch regarding an installation for my step daughter, they wouldnt let her have multiroom without a phone line but have agreed to an installation . The thread by newsreader was pretty much what they stated to me in their reply.

     

     

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