Fault hits 90,000 Sky+ HD boxes

[Nibb]

Fault hits 90,000 Sky+ HD boxes

Saturday, February 14 2009, 19:36 GMT
By James Welsh

Up to 90,000 Sky+ HD boxes are to be replaced after a manufacturing fault was identified in a batch of units manufactured by Pace, it has been confirmed.
The problem first came to light on Digital Spy on Wednesday, when some Sky customers reported being called by the pay TV operator and advised of a fault that could impact the long term performance of their Sky+ HD box.
When contacted by Digital Spy for comment, Sky's high definition team posted on the forum: "Pace has told us about a manufacturing fault that can affect around 90,000 of the first boxes supplied by Pace. The fault was resolved in Pace’s subsequent supplies of boxes.
"To be 100% clear, it’s nothing to with a faulty component; the problem relates to the way that some of the boxes were assembled. It doesn’t raise a safety risk or prevent them from being used as normal until we exchange them, but in the longer term it could lead to the failure of the box.
"We’re proud of our Sky+HD product and we’re not happy about customers having boxes that don’t meet our quality standards. So we want to swap all of the boxes in this batch.
"We started calling the affected customers earlier this week to fix an appointment for one of our engineers to come and install a free replacement box. Because of the number of boxes, it will take us about three months to contact everyone, so there is no need to be concerned if we haven’t called you already. The box can continue to be used as normal until we come to replace it.
"To make up for any inconvenience, we will give all affected customers three months’ free subscription to our HD pack (worth £29.25) when we replace their box."
Further details about the precise nature of the fault have not been released.
> Sky customers discuss HD box recall on Digital Spy


http://www.digitalspy.co.uk/digitalt...-hd-boxes.html

[kracken]

Further info from Sky themselves ....

Pace Sky+HD boxes




We are providing a free replacement Sky+HD box to customers who have one from the first batch of boxes supplied by Pace.

The reason for the swap is that Pace has identified a flaw in its manufacturing assembly process which might have affected some boxes from this first batch.

Pace alerted us to the assembly problem and has since rectified the flaw. Current box supplies are unaffected.

While there were around 90,000 boxes in the first batch (versions 9F3001, 9F3002, 9F3003 and 9F3004), the flaw is likely to have affected only a small minority. However, we are providing a replacement box to all customers as a precaution.

What is the flaw?
The issue relates to the way in which some of the boxes in the batch were assembled. In particular, it involves the internal cabling and the quality of the connections between components. This means that the build quality of a box that was part of this batch may not meet Sky’s standards.

The assembly flaw does not involve a faulty component, such as a hard drive, or a software problem. Importantly, Pace has confirmed that the assembly flaw does not pose a safety risk. The box can continue to be used in the normal way, as installed by a Sky engineer, until we come to replace it.

The assembly flaw is not affecting the performance of these boxes. But, because some of these boxes may develop a problem over the longer term, we are choosing to replace them while they are still under warranty.

How does the replacement programme work?
We have started calling the affected customers to fix an appointment for one of our engineers to come and install a free replacement box. Because of the number of boxes, it will take us about three months to contact everyone.

To make up for any inconvenience, we will give all affected customers three months’ free subscription to our HD pack (worth £29.25) when we replace their box.

In order to avoid problems in the future, we would encourage all affected customers to participate in the replacement programme while their box is still under warranty.

All replacement boxes will come with a new 12-month warranty.

Can customers request a particular make of replacement box?
Customers should tell us if they would prefer to receive a particular make of replacement box. While we can’t offer a firm guarantee, we will do our best to accommodate their request.

How can customers tell whether they have a Pace Sky+HD box?
The easiest way to find out is via the on-screen Sky Guide. Just press the 'Services' button on your remote control, then select 'System Set Up' followed by 'System Details', and the manufacturer and version number of your box will be displayed

[beerman]

damm was hoping for a new box. I have a Thomson

[ka$h]

Bugger, I got a 9F3003

On the brightside, a new box and warranty will be welcome as I've had this one nearly 4 months now

[tronads]

Mine is also one of the ones affected. Might be time to slip an old smaller HD in there on the day before they come to collect it.

[BFG]

Mine's an Amstrad

[4me2]

Mines a 9F3002 but no cunt has contacted me.

[ka$h]

Well this was 3 weeks ago and I still aint heard a thing!

[ka$h]

At last, Sky called tonight and they are sending an engineer on Wednesday with a new one Wonder if they are coming with the new EPG, anyone know?

[Mr.James]

A mate of mine reckons the real reason for the recall is coz the first gen boxes can receive all the premium channels without a sky subscription. Says he cancelled his after the first year and he still gets all the channels... Even porn channels he never subscribed to... I called bullshit but he's adamamt that it's true...

Does anyone else have a 1st gen HD box without a SKY subscription?

[Nibb]

A mate of mine reckons the real reason for the recall is coz the first gen boxes can receive all the premium channels without a sky subscription. Says he cancelled his after the first year and he still gets all the channels... Even porn channels he never subscribed to... I called bullshit but he's adamamt that it's true...

Does anyone else have a 1st gen HD box without a SKY subscription?

The recall isnt for first gen Thomson boxes tho!

Its for a certain type of Pace box.

There have been rumours of a hardware hack that is applicable to first gen Thomson boxes but it isnt as simple as canceling the sub, it involves major hardware modification which isn't available openly.

So therefore whilst there is a grain of truth in his comment about an unconfirmed hack....its nothing to do with the recall!

[ka$h]

They replaced mine with a samsung refurb unit. That'll be me last in the queue for the EPG upgrade then

[TheFincher]

Mine gets replaced on Wednesday.......... Woo hoo

[Nibb]

Mine gets replaced on Wednesday.......... Woo hoo

Make sure you refush a refurb box....if its in a brown box refuse it!

[Realist]

Why refuse it?

The boxes are new inside and a new case on the outside plus they come with a new warrenty so whats the problem?

[TheFincher]

Make sure you refush a refurb box....if its in a brown box refuse it!

Ill be out all day Wednesday so wont be able to refuse anything............ I really should call Sky but im also tempted to just not be here for all the fucking around they give me on the blower as well as the ludicrous prices they seem to be able to charge

[tronads]

I got a letter off $ky at the end of last week informing me that they have been unable to contact me by phone, and asking me to contact them at my convenience to arrange the box swap. They don't specify a time limit, so Im tempted to just keep hold of my current box until it breaks, then just "reply" to their letter, even if it is a couple of years down the line...meaning I have an indefinite warranty on my current box.

I see $ky say they will try to accomodate the customers choice on the new box. Whats the current box of choice ?

[ka$h]

Well I got the refurb sammy box and it's been nothing but trouble! Everyday once the box shuts down for the night, the only way to bring it back is to remove mains power and wait 30secs before powering up again. What a ballache to start the day, with 2 kids on half term wanting to watch disney! Spoke to them sunday and they factory reset the box. Yesterday I needed to pull the power before getting life and yes, this morning I was pulling the power again!

New box due tomorrow, and I said on the phone the refurb was no good, so tomorrow it's a new box, and I'll tell the engineer so when he gets here.

As for the 'fault' on the boxes, basically they can't handle the software of the new EPG and that's the problem with them. Nothing to do with manufacture processes, just they have developed software too far advanced for their own hardware!

[Nibb]

As for the 'fault' on the boxes, basically they can't handle the software of the new EPG and that's the problem with them. Nothing to do with manufacture processes, just they have developed software too far advanced for their own hardware!

You got any link to back that up?

Seems strange to me as the original Thomson boxes can handle the new EPG no problem.

[ka$h]

You got any link to back that up?

Seems strange to me as the original Thomson boxes can handle the new EPG no problem.

was quoted from the tech dept at sky. we were having a decent convo whilst trying to sort out my box and waiting for it to reset. He basically said it was missing a chip inside and the new EPG fell over during testing and that this was the reason for the swap out.

He could be feeding me a line, but it certainly didn't seem that way talking on the phone to him.

K