If you want say a multiroom with sky they wont replace the old box anywhere but as soon as you have new equipment they would be allowed to send an engineer where if it was a technical fault they may or may not send one at their discretion, I had a problem with my broadband with them and they send another free router and also got BT open reach to take a look at the lines coming into the house and then a sky engineer came out - free of charge so it does really depend on a lot of things just keep on at them
