What time will the engineer arrive to install my system?
You will receive a telephone call from the engineer between 8:30am and 10am on the day of your install advising you of the estimated time period (up to 3 hours) of when they will arrive at your home. All bookings are ALL DAY CALLS however, if you have requested an AM or PM call we will do our best to attend within this time period but, unfortunately, this cannot be guaranteed. If you need to notify Campbell & Kennedy of a change to your contact details you must do so, at least, 24 (working) hours before your agreed installation date.
What do I need to do if I have not received my viewing card and my installation is booked for the following day?
Please call our customer services team on 0141 952 1933 to re-schedule your appointment. Unfortunately, if you have not received your viewing card (or cards for multiroom installations) then we will be unable to install your system.
Can I change my booking date?
Of course. All you need to do is call our customer services team on 0141 952 1933 to re-schedule your appointment. Please give Campbell & Kennedy as much notice as possible if you are unable to attend at your agreed appointment time/date.
Can I change the package I have ordered?
Yes and no. Once Campbell & Kennedy have ordered your viewing card(s), which we normally do on the same day as you order, we are unable to change your package. However, once you have had your system installed you can phone Sky (08442 41 41 41) to request the changes you want. You can change your package on a monthly basis.
I live in a building which has a Communal/Shared Satellite System - Do I have to make special arrangements for the installation?
There are two main types of communal system Single Feed and Dual Feed which may affect what equipment and work that must be undertaken to successfully install your new Sky TV equipment. For more information on Communal Systems and potential installation issues visit our Communal System Information Page. If your building has a Shared Dish or FSD system please consult the Free Shared Dish FAQ Page.
Can I cancel the booking?
Cancellations MUST be made, at the latest, before 10am on the ‘working’ day before your agreed installation date. You can cancel, or rearrange, your booking by calling 0141 435 7760 (Monday to Saturday 08:30 - 17:30).
If an install date is arranged and you fail to keep the appointment without notifying our office then the first £30 of the installation charge will be non-refundable. Should the installation not go ahead for any reason, out with the control of Campbell & Kennedy, then again the install charge is non refundable.
There are significant costs involved in sending out engineers and a vehicle to your home. If the job cannot proceed then you will need to pay a reduced cost “call out” fee of £30 (Normally £55). If the job does not proceed because we have failed to turn up at the agreed time or a newly notified time by the engineer (who may be running late through no fault of his own) then we do not expect you to pay a “call out” if you feel you have to cancel your order. If however the installation is cancelled due to non provision of suitable access on your part or you have not cancelled the job at least 24 hours before your appointment or the installation cannot proceed due to line of site problems or other installation prohibitors then you will either be required to pay the full call out fee of £55 or your initial fee at the time of booking (whichever is the lesser of the two).
Campbell & Kennedy ‘cooling off’ period for cancellations is 8 days from date of original booking. This cooling off period can be invoked if no engineer has been allocated/attended your installation and/or no works have been carried out.”
This does not affect your statutory rights.
Do I have to be at home when the system is being installed / fitted?
We recommend that you attend the installation to ensure that you are completely happy with the routing of cables etc. However, we understand that you may not be able, or willing to take time of your work and we would never ask you to do so, therefore, at your discretion, you can request a responsible adult to allow access to supervise and ‘sign-off’ the installation. However, it will be accepted by Campbell & Kennedy that the person allowing entry and permission for the installation will have the deemed authority to provide a signature of satisfactory installation. Therefore, if cables etc need to be re-routed post-installation then this will become a chargeable job and not included as part of the service/warranty support offered.
If you have paid by Visa or Debit card then the person who’s card details were used to pay for the installation needs to be present in order for the engineers to verify the card details and obtain a confirmation signature.
Can I add a magic eye (remote link) to my order?
Yes of course. Please call the Campbell & Kennedy Sales team on 0141 435 7764 to discuss how to do this.
If I am not happy with the standard of the work what can I do?
Campbell & Kennedy ask that you only sign the installation ‘job sheet’ when you are completely satisfied with the standard of the installation. However, if you are unhappy we can arrange for an engineer to come out and inspect the work.
Should you wish to raise a formal complaint then please telephone 0141 435 7760 or write to Customer Services Manager, Customer Services Department, Campbell & Kennedy, Unit 11, Telford Court, 9 South Avenue, Clydebank Business Park. G81 2NR. We will respond to your written complaint/query with 10 working days.
What can be done if I am unable to have a satellite dish fitted to the wall?
Our engineer will discuss what options are available to you in order to install your Sky system. If roof access is required then you will be responsible for providing access to any hatches or roof space. Our engineer will advise prior to your installation if there are any additional costs (such as heights, extra cabling, non-standard installation etc) over and above what you were quoted or have paid for.
Do I need a telephone line to get Sky?
To get Sky you need a UK landline telephone with incoming AND outgoing calls or we will be unable to install the Sky system for you. If you do not wish the box connected to your telephone line then please call us and ask about an NPL (no phone line) card (£25 charge applies).
I have order the broadband, telephone and Sky viewing package through Campbell & Kennedy will this be fitted the same day as my Sky TV system?
No. Campbell & Kennedy will raise the order for you but Sky will deal with the set up of your broadband and telephone line. If you need to query this further then please call Sky on 08442 41 41 41.
Is the price I was quoted on the telephone the price I will pay for the job?
The price quoted is, in most cases, the price you pay. However you are quoted on the basis of the information you have provided to us and, very often, for a Standard Installation only. Non Standard costs (e.g. fitting to a tenement chimney instead of the wall, extra long cable runs or hidden cables etc), are non – standard and additional costs will apply.
I cannot get my system to work, is there anything I can do before telephoning for an engineer visit?
Yes. Campbell & Kennedy have created some helpful guides located in the Technical Help section of our website. Read our FAQ Help Sheet this has a list of common problems and their solutions. If the FAQ Help Sheet does not have the answer you are looking for Sky also provide a comprehensive help page. You can find more information by visiting Sky's own Help Guide. It is often possible for you to resolve common issues yourself without having the need for an engineer to visit, which means you can spend more time enjoying your Sky TV package.
If my product is covered by 1 years warranty why am I being asked to pay a call-out fee for an engineer to attend?
Most faults arise within 4 weeks of the initial installation. Beyond this external factors, such as power fluctuations (internally or externally generated), accidental damage, box ventilation issues, loose cabling (due to equipment being moved), line of sight changes (trees, building works, new obstructions, weather etc) can cause consequential faults to occur in equipment installed which, as you can appreciate, is out with the scope of any warranty cover than can be provided. Once an engineer has attended they can determine, more often than not, the likely cause of the fault and advise if this is covered under warranty or not. If the fault is covered under warranty the engineer will notify the Campbell & Kennedy office the next working day and you will be given a FULL REFUND with NO FUSS.
In the above respect, if you reside in a property served with a communal system, we ask that this is inspected (your factor or landlord will be happy to arrange this) first as 95% of faults, especially in relation to ‘no signal’ problems, are due to the communal system and not the equipment Campbell & Kennedy have provided for you. A common myth regarding communal systems is that if there is a fault it will affect all people served by the same communal system. Unfortunately, that is often not the case and the fault may lie with the port or cable etc that is routed to your property. Campbell & Kennedy, would not want for you to incur a charge by requesting an engineer to attend and for Campbell & Kennedy not to be able to be rectify the fault due to the problem with the equipment supplying your box(es) and not the box(es) itself.
So what is covered in my first year warranty?
As you will appreciate Campbell & Kennedy can only provide cover in the event of equipment breaking down due to a defect in the equipment and/or system(s) installed/supplied. Unfortunately, as detailed above, consequential faults can arise which, unfortunately, cannot be covered under warranty. Please see below a summary overview of what is, and what is not, covered under our first year's warranty support cover.
Definitions
Equipment - is defined as a satellite dish, LNB (low noise block), Sky box, Sky+ box, Sky+HD box or boxes, all connecting cables, and remote control in each case where applicable. Aerial installations include aerial mast, booster (if fitted) and related cabling.
Note: Communal system satellite installations cover the box and internal connecting cables ONLY. The communal system will be own/managed by your factor/housing association and it is they who you would need to contact should you lose the satellite signal being delivered to your home.
WHAT IS COVERED BY WARRANTY
· Damage or loss of signal/viewing resulting from original (Campbell & Kennedy) installation (subject to exclusions (noted below)).
· Equipment fault arising from a defect in the system/equipment (Campbell & Kennedy supplied equipment only).
WHAT IS NOT COVERED BY WARRANTY
· Damage resulting from poor ventilation, dust, dampness or condensation caused by the homeowner’s failure to maintain proper care of equipment installed.
· Any problem directly or indirectly caused by the domestic supply of electricity (extended to any damage caused by municipal services or other utilities).
· Damage caused by moving equipment.
· Components of an integrated digital television.
· Failure to follow the Equipment operating instructions.
· Equipment being recalled by Sky or any other supplier due to a generic manufacturer defect.
· Unauthorised modification of the Equipment including (without limitation) any upgrade not authorised by Sky or addition of any unauthorised non-approved accessories.
· Theft, attempted theft, malicious damage or damage caused by fire or explosion.
· Rust and/or corrosion damage to the satellite dish and LNB.
· Replacement of any item that is intended to be replaceable such as fuses and batteries
· Loss or damage to interactive or viewing cards. (please refer to BskyB directly)
· Loss of programmes saved to the hard drive of the Equipment
· Property or personal injury or consequential losses caused by the Equipment.
· Faults with your telephone or broadband connections.
· Costs arising from not being able to use the Equipment.
· Normal wear and tear, such as scuffs and scratches (extended to cosmetic damage such as damage to paintwork or dents or scratches to the equipment).
· Damage from pets, insects or rodents.
· Accidental or deliberate damage caused by the homeowner, family members, visitors or third parties (authorised or unauthorised).
· Structural damage to the property, unless where clearly and demonstrably caused by the aerial/satellite installation.
· Removal or replacement of any component of the installation.
· Works done on installed system(s) by a non Campbell & Kennedy third party.
· Loss of signal due to winds in excess of 40mph (Satellite dish) & 60mph (Aerial).
· Broadcaster changes, such as movement or disappearance of broadcast programming, change of channel allocation, interference from new service start-up.
· Removal or replacement of socket outlets or faceplates by third party.
· Unusual or unforeseen event(s) or circumstance beyond our reasonable control. These include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, fire, flood, drought, adverse weather conditions, levels in water in rivers and acts of god
I have a query regarding my Sky bill can Campbell & Kennedy help?
Unfortunately not as we do not hold the billing information. However, you can call Sky on 08442 41 41 41 and they will be glad to help.
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