topic Re: Vulnerable customer Help Needed in Sky+

Vulnerable customer Help Needed

Mark845 — Sun, 28 Jun 2026 06:57:05 GMT

I am trying to help my mother in her 80s and another family member with severe mental health problems.

Last night, the picture on TV started jumping.

The Colour comes and goes.
It intermittently says no signal and services may be available in planner.

It is a Sky+ TV box. Have tried unplugging, checking the cables, holding the services button on the remote.

Sky no longer supports Sky +. Is it worth upgrading to Sky Q or calling a repair man or could the problem be with the TV set?

Also, does anyone know how to get help from sky as a vulnerable customer?

Thank you for your help

Re: Vulnerable customer Help Needed

GD1 — Sun, 28 Jun 2026 07:57:00 GMT

@Mark845 As Sky no longer support Sky+ they won't be able to help, it sound like a Box issue rather than a TV issue, even if you were able to source a second hand box you wouldn't be able to pair the viewing card to it, if you do dpeak to Sky you'd likely be asked to moved to Sky Q but more likely Sky Stream.

Have they registered with the Acessibility Team due to their vulnerabilities? https://www.sky.com/help/accessibility-information

Re: Vulnerable customer Help Needed

oj01 — Sun, 28 Jun 2026 10:55:02 GMT

@Mark845 I'd say another issue to consider is how well your mother would cope with a completely different system like Sky Q or Sky Stream.

Re: Vulnerable customer Help Needed

TimmyBGood — Sun, 28 Jun 2026 16:33:44 GMT

@Mark845 wrote:

Also, does anyone know how to get help from sky as a vulnerable customer?

Perhaps worth noting that while that's a concept which Ofcom insists ISPs apply to broadband and telephone service, its application to subscription television is rather less clear.

Re: Vulnerable customer Help Needed

Mark845 — Sun, 28 Jun 2026 19:17:21 GMT

Thank you for your help. Hopefully the installer could explain things very clearly and write steps down. My mother uses Sky for very basic things ... Watching TV, changing channels and not much else. Hopefully it won't be too difficult with Sky Q.

Re: Vulnerable customer Help Needed

Mark845 — Sun, 28 Jun 2026 19:18:22 GMT

Sky have upgraded us to Sky Q. The DVD player works so it definitely sounds like the Sky+ box. Thanks so much for your help.

Re: Vulnerable customer Help Needed

oj01 — Sun, 28 Jun 2026 19:44:39 GMT

@Mark845 wrote:
Thank you for your help. Hopefully the installer could explain things very clearly and write steps down. My mother uses Sky for very basic things ... Watching TV, changing channels and not much else. Hopefully it won't be too difficult with Sky Q.

One thing that occurred to me was Does your mother use the Reminder function on Sky+HD? I ask because there's no equivalent function on Sky Q.

I'll tag in fellow Superuser @nigea99 who has written a guide for customers considering switching from Sky+HD to Sky Q

Re: Vulnerable customer Help Needed

nigea99 — Sun, 28 Jun 2026 20:44:41 GMT

@oj01 wrote:

@Mark845 wrote:

Thank you for your help. Hopefully the installer could explain things very clearly and write steps down. My mother uses Sky for very basic things ... Watching TV, changing channels and not much else. Hopefully it won't be too difficult with Sky Q.

One thing that occurred to me was Does your mother use the Reminder function on Sky+HD? I ask because there's no equivalent function on Sky Q.

I'll tag in fellow Superuser @nigea99 who has written a guide for customers considering switching from Sky+HD to Sky Q

Here are the notes I have made for people considering switching from SKY +/HD to SKY Q

SKY +/HD to SKY Q

I think it is worth stressing that the UI is significantly different on SKY Q which is thumbnail driven

Note also you cannot bypass the Home page which is presented rather than just being on the last channel watched

Any other questions just ask