topic Re: Need a 2TB Mainbox in Sky Q

Need a 2TB Mainbox

Jonathan24B — Fri, 14 Jun 2024 10:18:47 GMT

I recently bought a second minibox and was told I could watch two miniboxes at same time with my equipment. However it turns out I only have a 1TB mainbox and now Sky want me to buy a 2TB mainbox despite the fact they told me the two miniboxes would work with my existing kit. I would like a free 2TB mainbox due to their error.

Online support is rubbish and the robot suggested here.

Re: Need a 2TB Mainbox

nigea99 — Fri, 14 Jun 2024 10:47:45 GMT

@Jonathan24B wrote:

I recently bought a second minibox and was told I could watch two miniboxes at same time with my equipment. However it turns out I only have a 1TB mainbox and now Sky want me to buy a 2TB mainbox despite the fact they told me the two miniboxes would work with my existing kit. I would like a free 2TB mainbox due to their error.

Online support is rubbish and the robot suggested here.

hi @Jonathan24B

2 minis are supported on a UHD capable 1TB box but not the older non UHD box

Please may I suggest you check which box you actually have & let us know

Home - Settings - System Info - Hardware Version

If it is 32Cxxx then you have an older 1TB non-UHD Box (which only supports 1 active mini)

The following, all suport 2 active minis

If it is 32B2xxx then you have a (V3) UHD HDR 1TB or 2TB 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)

Re: Need a 2TB Mainbox

PandJ2020 — Fri, 14 Jun 2024 11:05:40 GMT

Technically they do work, just not concurrently. (But check the version as noted by @nigea99 above)

Sky will usually charge for an 'upgraded' box but you'll have to argue that directly with them.

(As an aside you haven't bought any boxes - they are lent for the duration of your subscription and have to be returned)

Re: Need a 2TB Mainbox

TimmyBGood — Fri, 14 Jun 2024 12:27:39 GMT

@Jonathan24B wrote:

I would like a free 2TB mainbox due to their error.

There are no 'free' 2TB boxes: those haven't been generally available hardware since late 2019 when the UHD/HDR 1TB (which can support two Mini boxes in simultaneous use) was released.

Re: Need a 2TB Mainbox

Jonathan24B — Fri, 14 Jun 2024 13:41:08 GMT

I have a 32Cxxx therefore this does not support two minis at once as you say.

I found this out AFTER Sky sold me my second mini which is why I'd like them to remedy this as I was mis-sold the mini on the pretence that two would work at the same time.

I'm not fussed how they remedy it (free UHD 1TB box or a free 2TB box), I just feel it is their responsibility to correct the error.

Re: Need a 2TB Mainbox

Jonathan24B — Fri, 14 Jun 2024 13:43:24 GMT

Good point, in that case I would like them to "lend" me a new main box so I can use my two minis at the same time.

The minis work but only one at a time as you said.

Re: Need a 2TB Mainbox

MightyQuinn — Fri, 14 Jun 2024 13:47:22 GMT

@Jonathan24B wrote:
I have a 32Cxxx therefore this does not support two minis at once as you say.

I found this out AFTER Sky sold me my second mini which is why I'd like them to remedy this as I was mis-sold the mini on the pretence that two would work at the same time.
I'm not fussed how they remedy it (free UHD 1TB box or a free 2TB box), I just feel it is their responsibility to correct the error.

Hi @Jonathan24B What have Sky said following your demands? You should note that they did not sell you a second Mini box, like all Sky Q boxes they are loaned to you and the money you paid is an admin fee.

Re: Need a 2TB Mainbox

PandJ2020 — Fri, 14 Jun 2024 14:04:46 GMT

@Jonathan24B wrote:
I have a 32Cxxx therefore this does not support two minis at once as you say.

I found this out AFTER Sky sold me my second mini which is why I'd like them to remedy this as I was mis-sold the mini on the pretence that two would work at the same time.
I'm not fussed how they remedy it (free UHD 1TB box or a free 2TB box), I just feel it is their responsibility to correct the error.

If they explicitly said you could run 2 concurrently then you may have an argument. Obviously, they can check the voice recording (you can access it to via SAR).

Re: Need a 2TB Mainbox

Daniel0210 — Fri, 14 Jun 2024 14:08:24 GMT

@Jonathan24B

What they might say is return the second mini box and they'll credit the admin fee amount to your Sky account. .

Re: Need a 2TB Mainbox

Jonathan24B — Fri, 14 Jun 2024 15:24:43 GMT

Hi @MightyQuinn

Initially they said I could pay for a 2TB box but I objected as they had told me (incorrectly) that I could watch two mini boxes at a time on my current mainbox. After being transferred to various dpeartments once helpful lady said they could possible send me a new mainbox free of charge due to the error, but then she came back saying they couldnt. I asked her to escalate it and she said she would. She took my deails and said she would call back. This was 2 1/2 weeks ago.

Now I tried contacting them online and I get pushed to this forum.

I'm paying £92 a month, then another £50 (admin fee) for a 2nd minibox and feel like I'm being totaly ignored.

Re: Need a 2TB Mainbox

Jonathan24B — Fri, 14 Jun 2024 15:27:40 GMT

@PandJ2020

Yes they did say that. Therefore I do have an arguement. My problem is no-one seems to want to take up my arguement??

Multiple phone calls and promises of calls back and silence. Now I'm pushed by them to this forum.

Re: Need a 2TB Mainbox

Padam_Padam — Fri, 14 Jun 2024 15:29:18 GMT

@Jonathan24B wrote:
Hi @MightyQuinn

Initially they said I could pay for a 2TB box but I objected as they had told me (incorrectly) that I could watch two mini boxes at a time on my current mainbox. After being transferred to various dpeartments once helpful lady said they could possible send me a new mainbox free of charge due to the error, but then she came back saying they couldnt. I asked her to escalate it and she said she would. She took my deails and said she would call back. This was 2 1/2 weeks ago.
Now I tried contacting them online and I get pushed to this forum.
I'm paying £92 a month, then another £50 (admin fee) for a 2nd minibox and feel like I'm being totaly ignored.

You may be best off lodging a formal complaint via one of the means listed on this page:

https://www.sky.com/help/articles/how-to-make-a-complaint

They are usually pretty good at getting back to you when you do this and can be very helpful at getting you a satisfactory outcome.

Re: Need a 2TB Mainbox

PandJ2020 — Fri, 14 Jun 2024 15:40:39 GMT

@Jonathan24B wrote:
Now I'm pushed by them to this forum.

This is primarily a customer helps customer forum as you're probably aware. As noted above the complaint route is the way to go.

You can also submit a SAR here: https://www.sky.com/help/forms/customer-information-request