topic Re: Sky can’t replace broken Q box until 27 September? in Sky Q

Sky can’t replace broken Q box until 27 September?

Hayn — Wed, 04 Sep 2024 09:59:47 GMT

My Sky Q main box broke this morning. It won't turn on. It's the ancient one from the first rollout of Sky Q.

They say they can't just post me a replacement box and the first date that they can get to me (unless I cancel my holiday...) is 27 September as it has to be an engineer visit. It's 4 September at the moment so that's a long time to pay for it all and get no service.

It seems preposterous. Is there any real reason why they can't just post me a replacement Sky Q box?

Re: Sky can’t replace broken Q box until 27 September?

MightyQuinn — Wed, 04 Sep 2024 10:34:27 GMT

Hi @Hayn It should be a box swap by DPD. I would try a different advisor, one that knows what they are doing.

Re: Sky can’t replace broken Q box until 27 September?

Hayn — Wed, 04 Sep 2024 10:52:37 GMT

I'll ring them later when I get home. The advisor got their manager to help them and clearly said that due to the type of box I have it would have to be an engineer visit.

Re: Sky can’t replace broken Q box until 27 September?

SKY1992bf — Wed, 04 Sep 2024 10:58:40 GMT

@Hayn if you do have to wait once you do have the new box (and not before) give sky a call and ask about a credit for days without service (giving this is at sky's discretion and not a obligation)

Re: Sky can’t replace broken Q box until 27 September?

Hayn — Thu, 05 Sep 2024 12:24:59 GMT

I've just got off the phone with them again. The agent said that as the box is a non-UHD box an engineer has to come out.

They also say that it would be impossible for me to paid the existing non-UHD viewing card with the new UHD Sky Q box.

Has nobody that had a first generation Sky Q box ever been able to just get the replacement box via DPD/the post before as I can't imagine that my situation is completely unique.

Re: Sky can’t replace broken Q box until 27 September?

nigea99 — Thu, 05 Sep 2024 12:44:30 GMT

@Hayn wrote:

I've just got off the phone with them again. The agent said that as the box is a non-UHD box an engineer has to come out.

They also say that it would be impossible for me to paid the existing non-UHD viewing card with the new UHD Sky Q box.

Has nobody that had a first generation Sky Q box ever been able to just get the replacement box via DPD/the post before as I can't imagine that my situation is completely unique.

hi @Hayn

I guess it is quite possible that the DPD service to replace boxes is limited to UHD boxes - Unfortunately SKY do seem to do their best to make sure that they don't 'upgrade' people for free

Regarding the card - I do wish that advisers would not make such false claims - it really does sound like they were making it up as they went along - the cards in the non UHD boxes are the same as UHD boxes (even many, if not most cards used in SKY HD boxes can be used)