I have a contract for Sky TV and a Sky TV box. The package I pay for includes, at additional cost, the MUTV station. Over the summer the picture on MUTV became unwatchable – all other channels were fine. MUTV told me that Sky TV moved the coverage of the channel to a different satellite at around the time the problems started, but Sky refuses to acknowledge a link. It insists that the only way the problem can be fixed is if I pay £65 for an engineer to visit. If the problem can’t be sorted I don’t get this fee back. I am refusing to book an engineer – but still paying for a service that I am not receiving. LO, Rainham, Essex
Now isn’t this odd. When I put the coincidence of the satellite change and your lost service to Sky it books an engineer immediately and waives the fee as a “goodwill gesture”.
“Customers own the Sky equipment in their home and it is our standard policy to ask them to pay for engineer visits unless they are under an extended warranty,” says a spokesperson.
Moreover, a replacement satellite dish is installed, also at no charge and, lo and behold, MUTV is resurrected. Sky still doesn’t admit a link between their transfer of the channel and your loss of it, but have offered to refund you the period you were without it. Corporate respect for the media warms the heart, doesn’t it!
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
