Hello all, sorry, but this will be quite long post, because there is no other way to explain the whole situation in detail, I'll try to be as brief as possible. Over a year ago, I decided to put SKY TV in my kid's room, so I upgrade to SKY Multiscreen. Because I'm in flat, the sky box in my living room is connected to the communal satellite dish. So, the SKY so-called engineers mounted with my permission second satellite dish, run two feeds cable from the dish to the sky box, connected sky box to TV and everything seemed normal to me, except the sky box they connected, was about two times smaller than my original sky hd+ box. So I asked them if I can record programs and they said that this is not possible with this box. Anyway, I did not pay much attention to this then, because my original intention was just to have Sky TV in the kid's room, my kids were happy, so everything was OK. Recently, however, the sky box in my living room start to clash when try to record 2 programs at a time, so, I started to think to buy another SKY HD+ box for the kid's room, to be able to record some of the programs there, in order to prevent these clashes. So, I log on into the sky website, to check prices of SKY HD+ boxes, but then something else caught my attention. Under my "My Sky>My Account>My Package" is a section "TV>Sky Boxes". In this section are described the sky boxes that I have or supposed to have. The first one, my initial sky box, is described correctly, even the picture is fully relevant, but the second one, my multiscreen box is totally different from what I have. Is described as follows: "Your Sky+HD box with built-in WiFi comes with all the features of Sky+ and will enable you to bring your HD ready TV to life as you enjoy the UK's widest range of HD channels, when you also have the HD Pack. Sky+HD box Features of your Sky+HD box: Pause and rewind live TV Record up to 185 hours of standard definition TV with no tapes, timers or fuss Built-in WiFi with even easier access to On Demand Record an entire series at the touch of a button Remote Record from your mobile or online Ready for Sky 3D" This seemed very strange to me, so I researched my sky box, and I found that it is actually a model DRX595 and there is no built-in hard disk, so, there is no option to record, pause and rewind live TV, and also, there is no built-in Wi-Fi. So I decided to clarify this, and here where the problems started. Here's my letter to their Customer Support: "Dear Sir or Dear Madam, On your website in My Package/Sky Boxes is stated that I have two Sky+HD boxes who have the opportunity to record, pause and rewind live TV and one of those are even mentioned that it has built-in WiFi. When I first became your customer, I had installed Amstrad DRX890 which can record, pause and rewind live TV, but there is no built-in WiFi. When I signed for Sky Multiscreen, I had installed DRX595 and there is no option to record, pause and rewind live TV, there is no built-in WiFi, but the biggest problem with this Sky box is, that although I have two feeds from satellite dish, this Sky box have only one dish input, so, whenever the weather is bad, thick clouds or heavy rain I have no signal. So please check, why the information you have is not correct and what can be done about this. Kind Regards" Here's their response: " Thank you for your email. I understand that you wish to know regarding your Sky Box. Having checked your Sky Account details, I see that you have one primary Sky Box in your main Room. This Sky Box have Sky Viewing Card number *********. This Sky Box is not Wifi enabled Box. However, this is Sky+ HD Box. The second Sky Box in another room is Sky+ HD Wifi enabled Sky Box with Sky Viewing Card number *********. Both your Sky Boxes are compatible for Record and Live Pause/ Rewind. I would request you to confirm the exact error message with you try to record any Live content on your Sky Box." Very interesting response that has nothing to do with my question! So, my answer: " Thank you for the fast response, but I guess you did not read my letter carefully. Please leave aside the standard procedures for technical illiterate people in order to save time. I'm technically proficient, and as I wrote in my previous letter, the second device fitted by your engineers is model DRX595. This model doesn't have an internal hard drive for recording, for the same reason also cannot Live Pause/ Rewind and there is also no Wi-Fi. That is why I ask you to check why information held by you is different from reality. Regards" Their response: "Thank you for your email. I am sorry to her about the issues youve been experiencing with your Sky+ HD box. In order to rectify the issue with the Live/Pause and Rewind, I've now made changes and it will take 2 minutes to 4 hours for the issue to get resolved. If the issue still persist, please reply to my email or you can contact our Technical Team on 08442 41 14 11 for further assistance." As you can imagine I'm already pretty ****ed, so, my answer was not very polite: " Dear *****, under no circumstances I want to be disrespectful or rude, but you do not leave me much choice. I know that my English is not very good, but I'm pretty sure that my message is written on pure English. So, please find someone who can read my original message, to probe into what I have written, to verify the facts and to give me a satisfactory answer, thank you!" Their response: "I am sorry to hear that you are unable to use the Sky + features (Play Pause Rewind) on your Sky Multiscreen Box. I have confirmed the details of your Sky Box used in the Sky Multiscreen subscription, having checked I confirm that your Sky Multiscreen Box has a capability to Record,Play and pause features. My colleague has made changes to your account to fix the problem however if you still continue with the same problem, I request you to please follow the steps below and the issue will be resolved: Using your Sky remote control: 1. Press services. Services menu with Options highlighted displays. 2. Press right arrow, highlight Settings and press select. Settings menu with Picture highlighted displays. 3. Press 0, 1 and select to access the hidden installer setup menu. Setup displays. 4. Using left or right arrows, highlight Rebuild (which will become Sky+ Rebuild once highlighted) and press select. (OSM): “This will take a few minutes to complete. The rebuild will stop all recordings and reboot your Sky+” displays. 5. Press select. (OSM): 'Housekeeping please wait' displays and may take up to 2 minutes to clear. 6. Once Planner Rebuild complete, box will reboot and display a standby light. Your Sky+ HD boxes will display an amber light for standby and a red light for off-mode. All other box types display a red light for standby. 7.Wait 2 - 4 minutes with the box on standby then press Sky to switch box back on. Green light displays After performing the above steps if you continue with the same problem, I would request you to please speak to our experts in our Technical Support Team by calling on 08441 41 14 11 and we will be able to fix the issue. As you mentioned that the DRX595 Box has just a single feed going from in from the Sky Dish, we will need to investigate on this and it can happen only when you speak to our Technical Support Team Alternately, If you wish you can follow the link below..." At this stage I am now in a position, where I do not know to laugh or to cry! My response: " Dear***** I am grateful that you try to help me. But I am also very disappointed, that my question has passed through three persons, and so far, none of you managed to understand the real cause of my problem. I'll try one last time to help you help me, before move those things at a higher instance, so, please read carefully the following: The Sky box fitted by your engineers as my second box when I ordered my Sky Multiscreen is NOT suitable of recording, for the simple reason, that there is no built-in hard disk. This box, as I have already mentioned, is model DRX595 and doesn't have an internal hard drive for recording, for the same reason also cannot Live Pause/ Rewind and there is also no Wi-fi. So please carefully examine my issue. Thank you!" Their response: " Thank you for your email regarding the issue with your Sky Box. In order to use record and live pause/rewind facility you need to have 2 Dish Input Cable at the back of your Sky Box coming from your Sky Dish. We need to arrange a service call for a Sky engineer to visit your place and get this sorted. Having looked at your account, I can see that your equipment is no longer under warranty with us. If you do need to book a service call, we can arrange this for you for a fee of £65. This one off payment also covers the cost of a refurbished replacement box if the engineer can't repair your existing one. Your refurbished box will also have a 90-day warranty. If you wish to book a service call then reply to my email with a convenient date and time for the engineers visit." let's remind you, what exactly was my initial question and summarize what actually I ask. My initial question was why the information held by Sky about my Sky box is different from reality, or in other words, why their engineers do install a different model sky box from that stated in their website? You can see for yourself what answers I got! So I made a complaint, in which I note how I am disappointed by their Customer Support, explain in detail the case, quote all communication between me and their Customer Support,( the same which I have quoted above) and finished as follows: "Now I hope you understand my frustration! But due to past experiences, just in case I will explain below what exactly my problem is: When your engineers arrived to install my multiscreen subscription, they installed a small satellite dish, from which come two cables, two feeds. They also installed Sky box model DRX595. This box is two times smaller than the model DRX890. This model doesn't have an internal hard drive for recording, for the same reason also cannot Live Pause/ Rewind. There is also no wi-fi. Although I have two feeds from my satellite dish, only one is connected to this box, because this Sky box have only one dish input. On your website it is shown: "Your Sky+HD box with built-in WiFi comes with all the features of Sky+ and will enable you to bring your HD ready TV to life as you enjoy the UK's widest range of HD channels, when you also have the HD Pack... Pause and rewind live TV Record up to 185 hours of standard definition TV with no tapes, timers or fuss Built-in WiFi with even easier access to On Demand Record an entire series at the touch of a button Remote Record from your mobile or online Ready for Sky 3D When you also have the HD Pack: Access to over 68‡ amazing HD channels Get closer to the action with up to 5x more picture detail and superb quality digital sound" My question is, why your engineers have installed this old and already discontinued Sky box, instead of the one that is shown on your website with the above specifications?" Here's the answer to my complaint: "Thank you for your letter enquiring about your technical problems with your boxes. I understand that you're facing technical problems with your Sky+ boxes. You can contact out Technical team on ******, where one of our advisors will be able to help you to resolve your issues with recording and pause facility on your Sky+ boxes..." So... I do not know what to say!!! If anyone can tell me how I can explain to those clowns the core of my problem, so they finally be able to understand me, please help! I have my theory about what happened, but I do not want to speculate, but I'm ready to do everything possible to get to the bottom of this case, so I accept any advice and suggestions of what to do further. Thank you for your patience.

Of Mr Martin Kay Such a great asset, to this equally great website. R.I.P.