topic Re: How do I find out if my sky box is UHD and HDR ready? in Sky Q

How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 12:25:44 GMT

Hi there, I think I have a HDR/UHD compatible box, the hardware version is 32B212. when I call sky they keep telling me that it is not compatible with UHD and I need a 2 trilabite box. There is often a language barrier and though I keep trying I fail to get the information I need. I have seen on other posts about this that the hardware version IS compatible with HDR the sky engineer also confirmed this when he installed it unless I was mistaken (he diddnt have the other type on the van.) Any help would be appreciated.

Re: How do I find out if my sky box is UHD and HDR ready?

Daniel0210 — Sat, 27 Jan 2024 12:30:06 GMT

@HRGiger

Yes, compatible.

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 12:40:11 GMT

Thanks for clearing that up. how then can I make Sky understand that I have a compatible box? They keep telling me that it is not compatible and I have to pay £99 to have a new one installed.

Re: How do I find out if my sky box is UHD and HDR ready?

Daniel0210 — Sat, 27 Jan 2024 12:43:29 GMT

@HRGiger

The image above is from Skys website

https://www.sky.com/help/articles/sky-software-updates

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 12:53:12 GMT

But when I call them to get a HDR subscription they insist my sky box is incompatible.

Re: How do I find out if my sky box is UHD and HDR ready?

MightyQuinn — Sat, 27 Jan 2024 12:55:24 GMT

Hi @HRGiger There is no such thing as a HDR subscription. You just need UHD.

Re: How do I find out if my sky box is UHD and HDR ready?

Jones_The_Cat — Sat, 27 Jan 2024 12:56:47 GMT

@HRGiger wrote:
But when I call them to get a HDR subscription they insist my sky box is incompatible.

There is no subscription for HDR.

There is a UHD add-on for Sky Q and HDR comes as part of that.

If you have UHD already then all you need to do is make sure the box is set to output 2160P 10bit on the video output settings, then you will be able to download the UHD HDR versions of on demand content and will be able to see any of the live sport broadcast in UHD HDR on the appropriate channel.

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 12:58:12 GMT

Sorry that's what I meant, how can I get a UHD subscription if they keep saying I don't have the correct box?

Re: How do I find out if my sky box is UHD and HDR ready?

Jones_The_Cat — Sat, 27 Jan 2024 13:00:43 GMT

@HRGiger wrote:
Sorry that's what I meant, how can I get a UHD subscription if they keep saying I don't have the correct box?

Unfortunately you'll need to ring Sky and try to convince them. Write down the serial number of the box you have and inform them that you have checked everything and can categorically confirm that their information is wrong.

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 13:01:36 GMT

'Jones the cat' excellent user name!

I do t have a UHD subscription as tmSky say my box is incompatible, yet the hardware version says it is.. that's the problem.

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 13:06:04 GMT

@Jones_The_Cat

I'll try that but unfortunately due to language differences I can't seem to make them understand.. very frustrating. I'll keep calling until I get through to a British call centre. Simply because of the language barrier, it seems that what comes up on their information screen is all they can really believe.

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 13:15:35 GMT

Is there any way I can get to talk to one of the Scottish call centre's?

Re: How do I find out if my sky box is UHD and HDR ready?

Daniel0210 — Sat, 27 Jan 2024 13:19:27 GMT

@HRGiger wrote:

Is there any way I can get to talk to one of the Scottish call centre's?

@HRGiger

You take your chances. All calls go to the next available agent no matter where they are based.

Re: How do I find out if my sky box is UHD and HDR ready?

nigea99 — Sat, 27 Jan 2024 13:19:52 GMT

@HRGiger wrote:

@Jones_The_Cat

I'll try that but unfortunately due to language differences I can't seem to make them understand.. very frustrating. I'll keep calling until I get through to a British call centre. Simply because of the language barrier, it seems that what comes up on their information screen is all they can really believe.

hi @HRGiger

As you previously mention a HDR subscription here I suggest you make sure that you do not reference HDR when trying to take out the UHD add on just quote UHD - it may not make a difference but makes sure they don;t get confused

BTW you mention they said you need a 2TB box which is not correct - the 32b2xx boxes are UHD (& HDR) capable and come in both 1TB & 2TB variants

Re: How do I find out if my sky box is UHD and HDR ready?

HRGiger — Sat, 27 Jan 2024 13:29:41 GMT

Thanks for that info I will now keep trying and post here if I get anywhere with it.

Re: How do I find out if my sky box is UHD and HDR ready?

xenon81 — Sat, 27 Jan 2024 13:47:05 GMT

There shouldn't be any problem adding the UHD package, even if you had a box that didn't support HDR, as that isn't a requirement for the UHD pack.

Re: How do I find out if my sky box is UHD and HDR ready?

Jones_The_Cat — Sat, 27 Jan 2024 13:47:49 GMT

@xenon81 wrote:
All main Sky Q boxes are UHD compatible so there shouldn't be any problem adding that package, even if you had a box that didn't support HDR.

Not true. There are still earlier HD-only boxes in existence, used primarily for switching customers from Sky+HD to Q when they have no interest in UHD.