topic Re: Moving Home Issue in Sky Q

Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 10:36:40 GMT

I've requested a home move through the sky vip section. The problem is I move out on the 12th of July & move into my new home on the 25th of July.

For some reason Sky are sending a new/replacement Sky Q box to the new home address & not the one I'm currently living in.

How can this be fixed?

Re: Moving Home Issue

SKY1992bf — Thu, 20 Jun 2024 10:39:02 GMT

@AdamMcArdle For security reasons Sky will only deliver to the address the hardware will be registered to

no exceptions

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 10:42:33 GMT

Yeah but I haven't moved my address yet so all my hardware is registered to my current address not my new home address.

it says on the app & shows my current address.

is the conversion kit a new Sky Q box?

Re: Moving Home Issue

cookiemonsteruk — Thu, 20 Jun 2024 10:47:03 GMT

@AdamMcArdle

Please note the image has been removed as it contains personal info

Re: Moving Home Issue

cookiemonsteruk — Thu, 20 Jun 2024 10:48:50 GMT

@AdamMcArdle

A conversion kit is merely an ethernet cable presumably because full fibre fttp is available

Re: Moving Home Issue

SKY1992bf — Thu, 20 Jun 2024 10:49:10 GMT

@AdamMcArdle You registered your new address during the home move request therefore sky will send all equipment to that address even though the app still says your current address

once you move you will need to call sky to update the address on the app

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 10:56:42 GMT

Ok thanks for that.

do you know when they send a replacement sky q box? Why would a new box be required if I can just take it with me to my new address?

Re: Moving Home Issue

cookiemonsteruk — Thu, 20 Jun 2024 11:01:49 GMT

@AdamMcArdle

@AdamMcArdle wrote:

Ok thanks for that.

do you know when they send a replacement sky q box? Why would a new box be required if I can just take it with me to my new address?

How old is your current sky q box ?

Is it uhd compatible?

Have you requested UHD ?

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 11:07:26 GMT

Its around 7 years old & I haven't requested UHD so not sure why they want to send me a replacement box

Re: Moving Home Issue

cookiemonsteruk — Thu, 20 Jun 2024 11:14:49 GMT

@AdamMcArdle

Are you referring to sky q satellite tv or an old sky q router?

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 11:16:54 GMT

Yeah i mean my Sky Q box, they are sending me a replacement one since i have requested a home move.

Re: Moving Home Issue

cookiemonsteruk — Thu, 20 Jun 2024 11:29:18 GMT

@AdamMcArdle

Unless its to do with shutting down SD channels and broadcasting the remaining HD channels on dvbs2. Not sure that a q box that old would have dvb s2 instead dvb s. Others here would have more insight

@nigea99 is sky sending out new q boxes due to shutting done sd and not sure if it means transferring all broadcasts to dvb s2 .and whether a 7 year old sky q box would have a dvb s2 thanks

Re: Moving Home Issue

nigea99 — Thu, 20 Jun 2024 11:36:27 GMT

@AdamMcArdle wrote:
Yeah i mean my Sky Q box, they are sending me a replacement one since i have requested a home move.

Are you sure it is a SKY Q TV box - SKY do not usually send TV boxes on home move.

The image you posted has not been approved for public view as it contains personal informantion but that refers to Broadband not TV

Re: Moving Home Issue

nigea99 — Thu, 20 Jun 2024 11:43:05 GMT

@cookiemonsteruk wrote:

@AdamMcArdle

Unless its to do with shutting down SD channels and broadcasting the remaining HD channels on dvbs2. Not sure that a q box that old would have dvb s2 instead dvb s. Others here would have more insight

@nigea99 is sky sending out new q boxes due to shutting done sd and not sure if it means transferring all broadcasts to dvb s2 .and whether a 7 year old sky q box would have a dvb s2 thanks

All SKY Q and SKY HD boxes accept DVB-S2 signals (which the HD channels already use)

It really is only the very old SD only boxes that are affected

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 11:49:08 GMT

Yeah the email just said my replacement sky q box is on its way

Re: Moving Home Issue

SKY1992bf — Thu, 20 Jun 2024 12:26:55 GMT

@nigea99 wrote:
@AdamMcArdle wrote:
Yeah i mean my Sky Q box, they are sending me a replacement one since i have requested a home move.
Are you sure it is a SKY Q TV box - SKY do not usually send TV boxes on home move.

The image you posted has not been approved for public view as it contains personal informantion but that refers to Broadband not TV

If it is indeed a q tv box then the only reason I can think of where this would occur is where sky treat it has a cancellation of services at old address and a complete new installation/contract at new address

so @AdamMcArdle are you certain you completed a home move and not a cancellation/new installation

Re: Moving Home Issue

SKY1992bf — Thu, 20 Jun 2024 12:30:09 GMT

@AdamMcArdle wrote:
Yeah the email just said my replacement sky q box is on its way

@AdamMcArdle There's the catch a sky q box could refer to tv or hub as sky aren't being specific in what they are sending out

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 12:25:00 GMT

Ah ok it might be a replacement sky broadband hub then? As the new home im going to has fttp

Re: Moving Home Issue

cookiemonsteruk — Thu, 20 Jun 2024 12:28:18 GMT

@AdamMcArdle

Even if you were staying on fttc sky would send you out the broadband hub as all lines are moving away from pstn eventually .

Re: Moving Home Issue

AdamMcArdle — Thu, 20 Jun 2024 12:31:02 GMT

ok so to be clear then they must be sending me a replacement sky broadband hub to use at my current address & then i can take it with me to my new address.

and to confirm it was definitely a home move I requested.