Sky Q Massive downgrade, massive regret

DaveKitson — Thu, 14 Mar 2024 19:13:39 GMT

Where do i start.....

Upgraded (lol) to Sky Q 2 days ago from the old Sky HD..... After talking to an advisor they offered a free upgrade blah blah.... i explained we have a UHD TV so we would like to move to Sky Q to make the most of the 4k. Oh yes on Sky Q there's 4k etc etc I was told....

So the engineer comes out installs the box and leaves and the problems start instantly.....

1) wheres my HD channels gone, so I've gone from HD to 720p yay!

2) 4k what 4k there is no 4k, called the customer services and got a guy that I couldn't understand a word of, he tell's me he's the only one doing customer service tonight.... eh what Sky? do you only employ one CS rep?

From what I could understand in broken English I can get UHD if I have multiroom, but I don't have multiroom nor do I need it? anyway words I understood multiroom.... £99... UHD included... multiroom... odd 2 mins silence I didn't know if the call had dropped. Then a response of you don't have UHD (yes I know this) then random words including multiroom.

Come on sky I cant understand what your staff is saying please hire someone I can understand all I want to know is what is going on on my account!!!!

Re: Sky Q Massive downgrade, massive regret

nigea99 — Thu, 14 Mar 2024 19:31:46 GMT

@DaveKitson wrote:

Where do i start.....

Upgraded (lol) to Sky Q 2 days ago from the old Sky HD..... After talking to an advisor they offered a free upgrade blah blah.... i explained we have a UHD TV so we would like to move to Sky Q to make the most of the 4k. Oh yes on Sky Q there's 4k etc etc I was told....

So the engineer comes out installs the box and leaves and the problems start instantly.....

1) wheres my HD channels gone, so I've gone from HD to 720p yay!

2) 4k what 4k there is no 4k, called the customer services and got a guy that I couldn't understand a word of, he tell's me he's the only one doing customer service tonight.... eh what Sky? do you only employ one CS rep?

From what I could understand in broken English I can get UHD if I have multiroom, but I don't have multiroom nor do I need it? anyway words I understood multiroom.... £99... UHD included... multiroom... odd 2 mins silence I didn't know if the call had dropped. Then a response of you don't have UHD (yes I know this) then random words including multiroom.

Come on sky I cant understand what your staff is saying please hire someone I can understand all I want to know is what is going on on my account!!!!

hi @DaveKitson

You should be getting full HD channels but like on SKY HD you need the SKY HD add on to get any HD versions of the pay channels (Freesat ones don't need the sub) - if you have the HD add on it may just be a case of the 'Smart' switch to move the HD channels first not working yet - in which case look for the HD versions further down the channel list

UHD is not provided by the multiscreen add on (although many moons ago it was) - it is provided by a separate UHD add on. - it does need a UHD box

To see which box you have :

Home - Settings - System Info - Hardware Version

If it is 32Cxxx then you have an older 1TB non-UHD Box
If it is 32B0xxx then you have a (V1) UHD but non HDR 2TB Box
If it is 32B1xxx then you have a (V2) UHD HDR 2TB Box (which has a separate Power supply)
If it is 32B2xxx then you have a (V3) UHD HDR 1TB or 2TB Box

There are only a couple of live UHD channels - SKY Sports Main event & SKy F1 with some sports available in UHD via the red button. when applicable

Other UHD content is available (with the UHD sub) via download

BTW it is quite usual for SKY to issue the non UHD box to customers getting a free upgrade - a bit late for you now, unfortunately, but this (amongst many other things) is covered in some notes I made for those considering changing:

SKY +/HD to SKY Q

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Sky Q Massive downgrade, massive regret

Re: Sky Q Massive downgrade, massive regret