Forum Discussion

EG1's avatar
EG1
Superfast
19 days ago

Help re queries pre possible move from Sky TV

Hi, I have struggled to find answers to these queries online. I tried the chat service but after a 40 min wait, the chat took an hour going thru options and packages and I didn't have time to stay on so I could ask these.

Are the multi boxes connected by wifi or cable? If it’s cable and the other side of the house, I’m guessing an engineer visit to install may be needed. I was trying to find out if that's chargeable as a fee. 

If the Broadband goes down, does that ALWAYS mean no TV too or are there exceptions to that? 

I have no idea typically how long it takes from order to install, I don't want to cancel Sky too early, nor too late. 

All the online stuff just wants to seek you the standard package and doesn't seem to cover any of this. I haven't found a telephone number either where I can quickly jump to these simple questions without going through loads of hoops, Info and options first. 

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    19 days ago

    In most areas the Hub and TV boxes are connected via co-ax cable.  In Nexfibre XGS-PON areas, the Hub is connected with fibre and the TV is provided by a streaming box called Flex, over Wifi/Ethernet and recording is not possible.   If the Broadband is down, the TV is also down, as well as the landline if supplied.

    If you do decide to move from Sky, I would strongly advise you keep it running until VM is installed, and you are over the 14 day testing/cancellation period...

    As for install, if the property has previously had VM, then a Quickstart kit is used, i.e. you install the kit yourself.  But you can request a manned install as well.   If there is no previous VM, the install wil be manned.

    • EG1's avatar
      EG1
      Superfast
      17 days ago

      Ok thanks. That helps somewhat. I guess I have to persevere and try and order/talk to VM to work it out fully. Odd that they seem to make it a bit complex rombut from them. 

      • roy247's avatar
        roy247
        Superstar
        17 days ago

        If you are in a coax connected area and a new installation then the 360 main box is connected by coax and the multi boxes are now the Flex box (formerly the stream box), connected by wi-fi.

        Just ask for a manned installation which is free for new customers and the engineer can check and adjust signal levels if required.

        If it's a coax cable connection then you will still be able to watch live TV even if the broadband goes down, but you will lose red button services.