Thomson Sky-HD (and Sky+) PSU failure

[admin]

[Smileyweb]

quick update:

I've not yet received my replacement REBUILD, as I'm in a queue, but will ask Nicola for an update, as she had expected it to be this week...

...but, When I got home tonight, I had the "all future planner recordings failed" error (joy). not that many do record, but this is usually a classic sign of PSU failure, so I'm hoping that this is just a duff unit and the replacement will sort it out. I live in hope.

my subs are due again on the 8th, so if I can get a new PSU in and tested before then, it will give me the chance to cancel my subs if it's *not* the PSU and an Sky software/firmware issue, as I'm at the end of my tether now.

what with the HD box basically useless, and my iPod deciding to die and force me to restore it this evening (after nothing I tried would get it sorted out) - I'm close to chucking large amounts of electrical equipment out of the window...

rant over. ;-0

cheers,


miles

[Smileyweb]

Martin - apologies for doing this via the forum, but I can't find an email address for you.

I've not had a response from Nicola (perhaps she's away?), and it's now been two weeks since I requested my replacement rebuilt PSU.

I had an email from the warehouse robot on may 28th that my order ((number hidden)) had reached the warehouse, and that I would get an email when it had been dispatched - but nothing in the week since then.

you posted on the 23rd that the average wait was c.5 days, so did i time it badly and get stuck in a wave of extra demand, or have i fallen through a crack in the system?

sorry to hassle, but my box is now almost completely useless and I'm very keen to try another PSU before my subs are due again at the start of next week...

...as I don't want to pay Sky another 55 quid if it's something other than a PSU issue, and would prefer to tell them to shove their subscription where the sun doesn't shine.

thanks a million,



miles

[admin]

Please use the web site email form. If you use one of our personal email addresses your message could easily get lost, trashed or ignored because it has the wrong subject line - or the person might be on holiday.

Edit: I've just checked and the last form message from you was dated April 3rd.

Edit: Nicola tells me she did reply to your email and she has just sent you a copy. (I haven't seen it so I don't know what it says).

See http://www.SatCure.co.uk/reviews/review115.htm#12

[pj]

Hi,
I received a ACTPSU043 (SATO26314) on the 15th May 2008. I fitted it straight away with no problems. I thought it had cured the problems of the Sky HD box resetting itself, but after only 20 minutes the box reset. It done this another 3 times during the first hour. I unplugged it from the mains and left it for a few days. After this the box seemed to be working much better i.e. somedays the box would stay on all day with no resets.

Last night was the final straw however, the box had managed to record all of the afternoon's darts (all 4 hours of it). Within 30 minutes of watching the recorded programme the box reset. I managed to turn the box back on via the remote but the box would only stay on for a maximum of five minutes before resetting again.

Sorry for the rant, but I would like to know what my options are:-

1. Could the power supply unit you supplied be faulty.
2. Could the hard drive be on its way out.
3. should I threaten to cancel my sky in the hope of Sky replacing my Sky HD Box (I don't see why I should have to pay £65 for an "engineer call out"), but if they did replace the box, would I then be back to sqaure one in regard to having a box with sub-standard capacitors, etc.
I am so tempted to just cancel Sky totally and save myself £58 per month.
Look forward to your reply.

PJ
I still have the original power supply as I keep forgetting to return to you.

[admin]

You haven't confirmed that you read the page or mentioned WD-40 etc. so I wonder if you have seen the updated fitting instructions?
http://www.SatCure.com/tech/thom_psu.htm

[pj]

Thanks for replying so promptly.

Sorry I missed the WD-40 and the washer, will try that and get back to you on the results.

PJ

[admin]

No apologies required. I'm sure it was added after you ordered. A couple of people had the same symptoms as you and it took a while to determine the cause.

I hope this solves it for you but, if not, I recommend you contact Michael at Digifix and see if he can fix it. The problem with getting an exchange off Sky is that, unless you are really very persuasive, you'll end up with a "refurb", which could be worse than yours is now.

However, if you do decide to go that route, please hang on to our PSU because you might need it!

[pj]

"May I suggest that anyone having problems with a new PSU should try spraying the connector pins (on both boards if there's a socket on both) with WD-40 (or similar) and reconnecting. Wiggle the plug up and down a few times to clean the pins. It's fragile so do this carefully. The lubrication will make it easier."

Regarding the above comment. I imagine by spraying directly onto the connector pins on the actual boards some of the WD-40 will go elsewhere on the board, this will not cause any damage to the boards.

PJ

[admin]

Thanks for that reassurance. It shouldn't cause any immediate harm but it will attract dust which itself might cause a long term problem. Therefore I suggest limiting the spread by putting a piece of card behind the pins.

In fact it should be sufficient simply to spray the female plugs alone.

[andyt]

[pj]

That is what I done last night, just sprayed the female connectors.

I switched the box back on at 8:05 and it reset after just 5 minutes, started it back up and it lasted about 30 minutes before it went off again. I now have it unplugged again. It is very frustrating.

PJ

[admin]

And be sure to fit the washer.

[admin]

STOCK SITUATION June 12, 2008

We currently have around 70 orders outstanding. This is partly due to the reluctance of customers to return their faulty PSUs and partly because it takes time to rebuild and test them. However, this situation is about to change. We now have a second technician who is rebuilding PSUs. We have around 90 dead PSUs awaiting repair and the bulk of these will be completed by the end of next week. So those customers who are currently waiting should have received their PSUs within the next 7 - 10 days. We also have acquired more dead PSUs so we will be able to create a buffer stock. I anticipate that, within a fortnight, we will be in a position to supply PSUs on the day of ordering!

Meanwhile I do apologise for the delays. As mentioned, that's partly due to customers who hang on to their old PSUs and partly to my reluctance to employ a second technician. But my hand has been forced and the price has increased slightly to pay for the additional manpower.

[admin]