topic Re: Replacement Sky Q Box in Archive

Replacement Sky Q Box

DerekW64 — Thu, 13 May 2021 16:29:13 GMT

Hi all,

So my Sky Q box died on me yesterday, I have had a few glitches with it over the last month resulting in needing to reset it.

Yesterday it started make a noise like a jet engine, I heard it from another room, it has never made this noise before.

I went and checked the box and it was obviously the fan inside going bonkers!

As I was stood there I could feel heat coming from the box and when I touched the top of the box I had to pull my hand away quickly as the box was to hot to touch.

I unplugged the box and left it for a few hours to cool down.

When I plugged it back in and restarted it within 10 minutes the same thing happened again so I have now disconnected it.

I found a link to order a replacement Sky Q box, which I duly did, and it is now showing up in my orders but no dispatch date as yet.

I notice on the FAQ's for the process it say's a courier will deliver the new box and I am to take everything out and put the old box in along with the old power lead, HDMI cable and old remote, then hand that back to the courier who will send it back to Sky.

So a couple of questions:

1. Is it really necessary to return the old power cable, HDMI cable and remote? I ask as I am disabled and although the box is easily accessible the other ends of the power and HDMI cable are not so I would need to get someone in to remove and then replace them.

2. Also will the courier really wait for me to unpack the new box and repackage the old box? And will they also seal the box and provide and tracking number?

Sorry for the length of the post and thanks in advance for any help and assistance.

Kind regards,

Derek

Re: Replacement Sky Q Box

TimmyBGood — Thu, 13 May 2021 16:46:32 GMT

@DerekW64 wrote:

1. Is it really necessary to return the old power cable, HDMI cable and remote?

As long as one of each comes back, it doesn't really matter which one it is. I'd suggest swapping the remotes though.

2. Also will the courier really wait for me to unpack the new box and repackage the old box? And will they also seal the box and provide and tracking number?

Yes, that's the arrangement with the courier company, although personally I think it's unfair on both driver and customer to put them under that kind of time pressure.

Also remember to take the viewing card out of the failed box before it goes back: you'll need that for the new one ; )

Re: Replacement Sky Q Box

DerekW64 — Thu, 13 May 2021 16:44:09 GMT

Hi @TimmyBGood

Many thanks for your reply, it is greatly appreciated.

Kind regards,

Derek

Re: Replacement Sky Q Box

TimmyBGood — Thu, 13 May 2021 16:52:35 GMT

@DerekW64

Just on the subject of the power cable though, there's a potential complication because the v2 main Q box has a non-standard power connection going into it, and an external transformer on its power lead, so in that case it really does need to go back as well. v1 and v3 boxes use IEC C7 ('figure 8') leads which are interchangeable..

Re: Replacement Sky Q Box

DerekW64 — Thu, 13 May 2021 16:53:39 GMT

Hi @TimmyBGood

The power cable on the box I currently have is a normal figure of eight style with a purple end to it.

So do I need to return this or will the new box have the no standard one?

Re: Replacement Sky Q Box

TimmyBGood — Thu, 13 May 2021 16:58:21 GMT

@DerekW64

If the new box has the same socket, just plug it in with the existing lead and send the 'new' one back.

I'd hope Sky wouldn't make too much fuss about not getting a figure-8 back though: they have negligible cost.

Re: Replacement Sky Q Box

DerekW64 — Thu, 13 May 2021 17:06:00 GMT

Hi @TimmyBGood

Many thanks, much appreciated.