Contact details. (For e-mail forms & address details - scroll down).

Please note that we do not sell goods on e-bay. Please do not ring us about ebay purchases.
(An ebay company has a similar name to ours & people ring us for help when their emails are not answered after buying on ebay.)
If you intend to ring us for advice on a product that you have already bought from us - you must use the
support form below or the technical helpline number shown on your invoice. Not the sales line numbers below.
Sales lines - Tel. 01207 544664 and 01207 544224.
International Tel. +44 1207 544664 and + 44 1207 544224

Please read this section BEFORE
asking a question. All questions are
through one of the 4 forms below.

Questions through the support forms below are given priority over any other e-mail
(And they come to us without being mixed up with spam which can result in normal e-mails being accidentally deleted.)

But first note - 1. If your question is about Digiboxes, Sky+, HD, contracts, recording etc.
First read the Sky FAQ as this tells you want you need to know.
2. If your question is about freesat. First read the freesat FAQ as this tells you want you need to know.
3. If your question is about Getting more signal, dish size, LNBs etc.
First read the Getting More Signal FAQ as this tells you want you need to know.

We receive these questions 1000+ times a year so please read these FAQs first.
To check out the other Frequently Asked Questions (FAQs), click here as this could save time.



Contact Forms.

1. Order Tracking and order status.
All e-mails for order tracking or order status must be done through the "Order tracking, progress or status" form below.
Click here for the order status, progress and tracking form.

2. Pre-sales advice and all other questions.
All e-mails for pre-sales advice & all other questions "pre-sales advice & all other questions" form below.
Click here for the pre-sales advice and all other questions form.

3. After-sales advice.
All e-mails for after-sales support on a product you have already bought from us
must be done through the "after-sales support" form below.
Click here for the after-sales support form.

4. Returns Form.
E-mail and print this form to accompany any returned products.
Click here for the returns form.



Another question that we receive 1000+ times a year is how to get more signal
(and better LNBs ... etc.) so please first read FAQ No 1 on Advice page 3 first.
Technical questions are not a problem but if you are asking a question about a particular channel, we need to
know which satellite it is on so that advice on the right equipment can be made. This can be fully researched
at www.lyngsat.com.

If our main www.satellitesuperstore.com site is "down" go to our
identical back up site at www.satellitesuperstore.co.uk

Our address.
Visiondotcom Ltd. Enterprise House. Strathmore Road, Rowlands Gill. Tyne and Wear. NE39 1HZ. UK
Please do not visit without checking the times below. We may be closed.

Hours of business, telephone contact times, caller times.

Telephone - mail order sales

Monday to Thursday 9.00 am to 5.30 pm
Friday 9.00 am to 5.30 pm
Satuday morning Closed.
Saturday afternoon, 1.00 p.m. till 4.00 p.m.
Sunday. Closed all day Sunday.
Closed on Bank Holidays.
Please note that from 3.30 pm to 5.00 pm is the busiest time of the day and there may only be
sales staff available without technical advice.
E-mail support and advice after hours. E mails are answered during the day and after hours.

Callers for local collections.

Appointments only.
Appointments to collect goods can be arranges for the following times,

Monday - Closed (mail order only).

Tuesday - 9.30 am to 2.00 pm
Wednesday - 9.30 am to 2.00 pm
Thursday - 9.30 am to 2.00 pm
Friday - 9.30 am to 2.00 pm
Saturday - 1.15 pm to 3.45 pm

Sunday - Closed.

The day after a bank holiday weekend - Mail order only - Closed for collections / callers.

Telephone technical support on a product
you have purchased from us.

Use the special telephone support number on your invoice.
Have your invoice number ready.
Monday - 9.30 am to 12.00 pm
Tuesday to Friday 9.30 am to 12.00 pm and 1.30 pm to 2.30 pm
Saturday afternoon, 1.00 p.m. till 4.00 p.m.
Questions about faults or returns must include an invoice number or order number & date of purchase.

Telephone technical advice on products you wish to buy.

Tel. 01207 544664 and 01207 544224. International Tel. +44 1207 544664 and + 44 1207 544224
Monday to Friday 9.00 am to 5.30 pm
Saturday afternoon, 1.00 p.m. till 4.00 p.m.

If you e-mail us,

We receive well over 100 e-mails per day and we do try to answer them.
It is very important to use the contact forms above.
These come straight through with no problems and are given priority. Using our e-mail address can result
in us not receiving the e-mail since we do have a strong spam filter in place and sometimes genuine
e-mails may be blocked.
On a busy day it may be that the answer will be in the following morning as often we catch up with mails from
7.30 till 9.00am before the phone lines start. If the phone is ringing every few minutes during the day,
answering e-mails may be delayed till the next morning.
There are some mails we will respond to with a "set answers",
If the mail is covered by an FAQ, you will directed to the FAQs on these advice pages.
If you require email support on a product you have purchased from us, this is done through the
after sales support form on the contact forms above. You will need your invoice number.
If you have bought a product elsewhere, you should contact that company for support
and not us. We look after our customers, not customers from other companies.
There are some e-mails we will not answer.
E-mails that are not in English are immediately deleted.
Answering 100s of e-mails takes time and working out what "text language" all means is something
we do not have time to do. We only answer questions in English. Text language
e-mails will be deleted.
We are a SATELLITE company. Questions about aerials, or cable (e.g. NTL) will not be answered.
We do not sell products for cable users. Contact your cable provider.
We do not provide advice on “internet via satellite.”
We do not provide advice on satellite computer cards.
We do not provide advice on "card programming" or card programmers.
(Questions from the USA) We do not provide advice on systems to unscramble US channels.
If you would like advice about receiving a particular channel, you must state which
satellite it is on (there are over 8000 channels in the sky) and include where you live (which country)
if we are to advise on dish sizes etc.
If you are asking several questions and e-mails are going back and forwards
between you and us, you must include all of the e-mail history below from the previous e-mails.
You cannot expect us to remember your exact circumstances from one mail
to another. We rely on the history to be able to remember your circumstances.
Customers using aol tend not to include the previous e-mail history. Please do so.

Many companies simply do not answer their e-mails. We try to answer all of ours with the exception
of the categories above. If you send a mail and it is not answered
it may have been accidentally deleted. This can happen as we receive (as I am sure you do)
large amounts of junk mail every day and it is possible that a genuine mail may be accidentally
deleted among the junk mail. If you think that has happened please send it again.
Through the contact forms there should be no problems
We do try to answer all genuine e-mails.

Dear satellite enthusiast,

I hope you find our on-line satellite product catalogue interesting and we look forward to your business
in the future. Feel free to ask for advice on system planning and upgrading. Technical advice is also
available most of the time by e-mail and telephone advice is available during office hours.
Vision started in 1991 although it was a small part of our other business from 1989. In 1998
the Satellite Superstore web site started. We pride ourselves in offering a comprehensive range of
high quality products. Even though it is a wide range but you will find that products do have to
be well made, heavy duty, and reliable or we WILL NOT STOCK THEM. Therefore some products that many
other dealers carry are NOT included in our range. We believe it is this policy and the resulting customer
trust in our judgement that is the main reason we have continued to grow while other companies have come and
gone. Please take the time to read the advice pages. Advice is also included on the many product pages as well.
Since we have been in this business a long time you may be interested in checking-out our museum as well.

David Craig BSc. MMIV. Managing Director.

WE ARE,

Authorised Freesat Dealers
Authorised Technomate Dealers.
Authorised Manhattan dealers.
Authorised Satcatcher dealers.
Authorised Topfield dealers.
Authorised Triax dealers.
Authorised Humax dealers.
Authorised Andrews dealers.
Authorised Orbital dealers.
Authorised Jaeger dealers.
Authorised Invacom dealers
Authorised Lacuna systems dealers.
Authorised Syntec dealer for the Syntec LNBs.
Authorised MaxPeak dealers.
Authorised Smart Titanium dealers.
Authorised Lyngbox dealers.
Authorised Dreambox dealers.
Authorised suppliers to the BBC.
Supplies to schools, colleges and universities.
Producer and distributor of satellite training videos that are recommended by BBC training.
(We are an independent company but many major manufacturers trust us to sell
and provide back up for their products.)
All products sold from these manufacturers are genuine UK products.
We do not sell grey imports
We manufacturer wall mounts and ground stands,

Installations.

Update 2003.

Please note that from now on we are not able to install. Only mail order.
But ... we do have a couple of very good installers telephone numbers.
One of them used to work for us and both we have known for years.
They are experienced motorised (and the rest) installers.
We are now 100% mail order and try to give the best service we can.
If we send out engineers to install, this compromises our technical
telephone back up service so we have had to withdraw the local installing services.

It may be of interest to read what we used to do. It may help you pick a good installer.

Vision motorised installations.
After a demo,
if customers are interested in selecting a system,
we encourage the booking of a site survey.
(£10 - £15 locally. A percentage of this fee is returned
if the work is carried out) This involves professional on-site
surveying equipment, resulting in system options.
Only then can an accurate fitting charge be given.
(In writing) As a guide however, installing a full
motorised (80cm or 1.0m) system (locally) with a dish on a
south facing wall and connections to the main TV & VCR
and including preparing the receiver by programming the channels,
costs about £210 including VAT (+ cable) Less if the wall
mount & cabling are already fitted. e.g. upgrading a system.
More for north facing walls, long cable runs, garden/conduit
installations, multiple TV/VCR's. It should also be noted that
a system which is analogue and digital can be more expensive
than it used to be due to the fact that the receivers are now taking
much longer than normal to program. e.g. typically, 2 extra hours
A motorised installation takes one day to one & a half days to
complete. With difficult installations, ladders alone may not be
used if access is difficult. To set up a dish of this
type so that it tracks the arc accurately may require
the use of a scaffolding tower.
Time is also spent with the customer explaining how to use
the system. The main system benefits from 1 years on site
maintenance with the exception of accessories and
stand-alone decoders (including digital decoders)
Easy to unplug extras of this type should be returned to
us for service.

History of long distance installations.

Please note that we can no longer offer long distance installations.
These days we are involved in a large amount of mail order.
It may be of interest however to read the following
from when we used to do long distance installs.

We are based in Newcastle but since there are not many good
motorised dealers in the country, we do (used to) frequently travel
quite large distances to fit motorised systems.
We fitted an Alchemy 2000 receiver and upgraded a dish
with a twin LNB and digital cable in Aberdeen.
Another big job was in Exeter and another in Dartford
This was a 6-hour journey and required overnight accommodation.
Next week we are working in Bradford (2 hours away).
We worked in both North and South Wales and
The Wirral. We often work in Leeds, and on the west coast
near Carlisle. Obviously working at this distance is more
expensive but we do price the job according to a formula.
We estimate how much the job would cost locally,
then we add two other charges. An extra time on the road
charge and a fuel charge corresponding
to the estimated cost of fuel to get there and back.
For very long distance installations overnight accommodation
may also be required.
Having the job done properly always saves money in the
long run.

Why The Satellite Superstore? (Visiondotcom Ltd / Vision International)

The choice is simple, either talk to the TV, Video &
Satellite salesperson in the high street showroom, who
sold double glazing last week and fitted kitchens the week
before, (they usually have enough technical knowledge to
tell you the price) or contact an independent satellite
system specialist. For free friendly independent expert
advice, professional installations and reliable after
sales service, whether you contact Vision first or last
you talk to people who know how to solve your satellite
problems. Most importantly, after your purchase we will
continue to be there with support should you need us.
Here today gone tomorrow? Look at our record. Did you know
we have been at these premises since 1976?
Video production since 89, motorised satellite since 91.

Prices, terms of business.

Prices on this site are usually very accurate but can
change without notice. Product specifications may change without notice.
We cannot be held responsible if a manufacturer changes the specification of
a product we sell. This may happen without notice.
When a product does change, we are not always able to update the
picture on the web site. This is particularly true with LNBs
where a manufacturer may change the casing but the LNBs performance and
specification stays the same. In this situation it is not an acceptable
reason to return goods just because their appearance is different than the
picture on this site.
The LNB casings change far too regularly for us to keep updating the pictures
and the appearance does not affect their performance or the way they mount on the dish.
Satellite & channels are subject to change without notice.
Telephone for latest information. We cannot guarantee to
be able to obtain a particular channel or satellite
as programme providers, circumstances and equipment
specifications may change without notice.
(e,g. Intelsat 602 at 63 degrees east is a difficult
to obtain satellite) Channels may change frequency,
polarity, or satellite. They may even disappear altogether.
Or they may become scrambled.
This is beyond our control and we cannot accept responsibility
if this occurs. TV program changes of this type are not covered
by the guarantee.
The customer should know what channels they are trying to obtain by doing the necessary research
on the program provider websites. Links to these sites are on our Links page."

Returns that are not collected.

When a customer is notified that an product needs to be picked up
We can only store the item for up to 4 months.
After that it will be disposed of.