Questions Of Cash: With set-top TV boxes, Sky sets the limits...


Q. I have a Sky TV package, which gives me a second Sky set-top box for £10 extra a month – £45 in total – allowing me to watch Sky on two TVs in my house. A condition is that there must be two phone lines, with each set-top box permanently connected to a phone line. When I moved home, I arranged for two phone lines, and Sky engineers installed the two-box service. One phone line failed and Sky warned me I would be charged in full for two boxes if this continued. I had the phone connection repaired and performed Sky's on-screen system check, which gave me the message "line connected". I thought the problem was settled. I recently checked my bank statements and found that I had paid the full amount for two boxes for at least a year, which is more than £300 extra. I pay by direct debit and I have not received any bills by post. JC, Reading

A. Sky's policy is to require each set-top box to be permanently connected to a phone line to prevent a box being used elsewhere without a subscription. This requirement is enforced rigorously. Sky insists that it notified you at least six times that the phone line was not correctly connected to the set-top box and that failure to correct this would lead to you being charged the full rate for the second set-top box. Sky's spokesman says it is not its fault that you failed to respond to its letters or monitor your bank account. "We believe that we did all we can," says Sky's spokesman.

Q. I placed an order online with Debenhams on 16 May. I was overcharged, which Debenhams advised me. They offered me an additional 10 per cent discount and made the refund in two payments. Initially I thought I had been refunded correctly, but I now believe I am still owed £20.29. I returned several items on 5 June and I am awaiting an additional refund for two items. I have repeatedly emailed and phoned Debenhams, without success – its customer service is terrible. NS, Maidenhead

A. Debenhams had an IT systems failure on the day you placed your order and the company says this led to a series of problems with the processing of your order and the refund. It has promised to fully refund you.

Q. I have shares in Tesco. I received my voting form on Hugh Fearnley-Whittingstall's resolution against it selling intensively reared chickens, and tried to vote online. Despite repeated attempts, I could not vote, despite using several computers and different web browsers. I kept getting notices that my attempts to vote had been unsuccessful – but despite this I received an email saying that my vote was registered. I was also annoyed that the printed form was shaded to encourage shareholders to vote against the resolution. RH, Peterborough

A. Tesco's online voting is conducted independently by Equiniti. Tesco says that it has had no other reports of difficulties in voting online and that your vote must have been registered for you to have had a confirmatory email. Tesco suggests that the problems may lie with the computers you used, though you dismiss this. And while you may regard it as unfair that shading on the voting forms makes clear how Tesco's directors want you vote, this is standard practice.

Q. Last December, my easyJet flight from Gatwick to Barcelona was cancelled because of fog. We were told that as we had no insurance, nothing could be done. We tried to use the cost of the cancelled flights as a credit to book online for new flights – but easyJet's website was down, so we could not do so. We ended up paying more – £371.04 – for the replacement tickets. But our repeated letters requesting a refund for the full cost of the new tickets have been ignored. IR, London

A. When we took your case up, we were caught between easyJet, which insisted that it had repaid you in early February, and yourself, who said that no such payment had been received. We asked you to double-check your bank account, whereupon you found that you had been refunded the full amount of £371.04, but had overlooked the payment.

Questions of Cash cannot give individual advice. Please do not send original documents. Write to: Questions of Cash, The Independent, 191 Marsh Wall, London E14 9RS; cash@independent.co.uk

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Arts and Entertainment
Chris Martin of Coldplay performs live for fans at Enmore Theatre on June 19, 2014 in Sydney, Australia. (Photo by Mark Metcalfe/Getty Images)
music
Sport
Dave Mackay lifts the FA Cup in 1967 having skippered Spurs to victory
football
Life and Style
Marie had fake ID, in the name of Johanna Koch, after she evaded capture by the Nazis in wartime Berlin
historyOne woman's secret life as a Jew in wartime Berlin
News
Jihadi John
newsMonikers like 'Jihadi John' make the grim sound glamorous
Arts and Entertainment
As depicted in Disney's Robin Hood, King John was cowardly, cruel, avaricious and incompetent
film
Life and Style
Travis Kalanick, the co-founder of Uber, is now worth $5.3bn
tech
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Ashdown Group: Junior Application Support Analyst - Fluent German Speaker

    £25000 - £30000 per annum + benefits: Ashdown Group: A global leader operating...

    Recruitment Genius: Customer Service Advisor

    £15000 - £16000 per annum: Recruitment Genius: A Customer Service Advisor is r...

    Ashdown Group: Trainee Consultant - Surrey / South West London

    £22000 per annum + pension,bonus,career progression: Ashdown Group: An establi...

    SThree: HR Benefits Manager

    £40000 - £50000 per annum + pro rata: SThree: SThree Group have been well esta...

    Day In a Page

    Syrian conflict is the world's first 'climate change war', say scientists, but it won't be the last one

    Climate change key in Syrian conflict

    And it will trigger more war in future
    How I outwitted the Gestapo

    How I outwitted the Gestapo

    My life as a Jew in wartime Berlin
    The nation's favourite animal revealed

    The nation's favourite animal revealed

    Women like cuddly creatures whilst men like creepy-crawlies
    Is this the way to get young people to vote?

    Getting young people to vote

    From #VOTESELFISH to Bite the Ballot
    Poldark star Heida Reed: 'I don't think a single bodice gets ripped'

    Poldark star Heida Reed

    'I don't think a single bodice gets ripped'
    The difference between America and Israel? There isn’t one

    The difference between America and Israel? There isn’t one

    Netanyahu knows he can get away with anything in America, says Robert Fisk
    Families clubbing together to build their own affordable accommodation

    Do It Yourself approach to securing a new house

    Community land trusts marking a new trend for taking the initiative away from developers
    Head of WWF UK: We didn’t send Cameron to the Arctic to see green ideas freeze

    David Nussbaum: We didn’t send Cameron to the Arctic to see green ideas freeze

    The head of WWF UK remains sanguine despite the Government’s failure to live up to its pledges on the environment
    Author Kazuo Ishiguro on being inspired by shoot-outs and samurai

    Author Kazuo Ishiguro on being inspired by shoot-outs and samurai

    Set in a mythologised 5th-century Britain, ‘The Buried Giant’ is a strange beast
    With money, corruption and drugs, this monk fears Buddhism in Thailand is a ‘poisoned fruit’

    Money, corruption and drugs

    The monk who fears Buddhism in Thailand is a ‘poisoned fruit’
    America's first slavery museum established at Django Unchained plantation - 150 years after slavery outlawed

    150 years after it was outlawed...

    ... America's first slavery museum is established in Louisiana
    Kelly Clarkson: How I snubbed Simon Cowell and become a Grammy-winning superstar

    Kelly Clarkson: How I snubbed Simon Cowell and become a Grammy-winning superstar

    The first 'American Idol' winner on how she manages to remain her own woman – Jane Austen fascination and all
    Tony Oursler on exploring our uneasy relationship with technology with his new show

    You won't believe your eyes

    Tony Oursler's new show explores our uneasy relationship with technology. He's one of a growing number of artists with that preoccupation
    Ian Herbert: Peter Moores must go. He should never have been brought back to fail again

    Moores must go. He should never have been brought back to fail again

    The England coach leaves players to find solutions - which makes you wonder where he adds value, says Ian Herbert
    War with Isis: Fears that the looming battle for Mosul will unleash 'a million refugees'

    The battle for Mosul will unleash 'a million refugees'

    Aid agencies prepare for vast exodus following planned Iraqi offensive against the Isis-held city, reports Patrick Cockburn