Sky TV connection error causes problems for Freesat user

I am having problems making a complaint to Sky TV, which is not helped by the fact I am not one of its subscribers.

I don't have a username, password or order number to negotiate the options on its telephone system. The reason for my complaint is the couple who live in the maisonette above my property, who subscribe to Sky's TV and broadband services.

Without my knowledge the Sky technician connected their service to my Freesat dish.

I only found this out when my TV picture quality degraded and I checked my dish.

Arthur Craft

Mr Craft's neighbours were being unhelpful because, despite him asking them to contact Sky about the matter, they continually prevaricated. We don't know why - perhaps they were avoiding having to pay for the installation of their own dish.

Even if they hadn't realised what the Sky installation technician was up to initially because they were under the impression the dish was a communal one, after being informed by Mr Craft there was no excuse not to act.

We contacted Sky and asked it to resolve the problem. After assuring Sky the dish was not communal, and that Mr Craft owned his property, we are happy to say the matter has been resolved.

We have, however, had no explanation from Sky as to why this mix-up happened. "Thanks to your intervention, Sky customer services rang me and offered me one month's free Sky package as compensation, which I declined. The alternative was a cheque for £10, which I accepted," Mr Craft told us.

He said Sky had removed its services from his dish, realigned it and provided a new dish for the maisonette above. We agree £10 is a rather paltry amount for disrupting Mr Craft's TV service for so many months and not verifying the owner of the dish.

If Sky had checked, it would have been obvious that no-one else at the address had a Sky service.