topic Re: Power lead for sky q box in Sky Q

Power lead for sky q box

Looneyboo — Fri, 24 Nov 2023 15:14:25 GMT

I have been waiting for a replacement sky q box as had hardware issues, was not made aware that I would need to do a doorstep swap, so felt so rushed that I didn't realise the box was different at the back and so didn't take out the lead I needed as delivery guy looked pretty **bleep** that he had to wait, I literally just swapped the box and now I don't have the right power cable. Help. Had no end of issues recently.

Re: Power lead for sky q box

Chodley — Fri, 24 Nov 2023 15:33:57 GMT

Did you take your viewing card out?

What connection does the new box have?

Re: Power lead for sky q box

Looneyboo — Fri, 24 Nov 2023 15:39:48 GMT

I did take the viewing card out. Have got through to sky, so because I didn't take the leads out they have to send me a whole new box. So now gotta wait for a call back Sunday as the system hasn't shown up as delivered yet. My old power cable was kinda like a figure of 8 connection, as the new one is a circular with 5 pins.

Re: Power lead for sky q box

Chodley — Fri, 24 Nov 2023 15:41:21 GMT

@Looneyboo wrote:
I did take the viewing card out. Have got through to sky, so because I didn't take the leads out they have to send me a whole new box. So now gotta wait for a call back Sunday as the system hasn't shown up as delivered yet. My old power cable was kinda like a figure of 8 connection, as the new one is a circular with 5 pins.

Sounds like you have a v2 box, the one with the external power brick.

Re: Power lead for sky q box

Looneyboo — Fri, 24 Nov 2023 15:52:20 GMT

Have no idea. I now know how old our box is, just didn't think to check the back of the box. I wasn't made aware that I was doing a doorstep swap so I kinda got flustered.

Re: Power lead for sky q box

TimmyBGood — Fri, 24 Nov 2023 16:11:49 GMT

@Looneyboo wrote:

My old power cable was kinda like a figure of 8 connection, as the new one is a circular with 5 pins.

Unfortunately the external power transformer was probably in the carton which the replecement shipped in, but got overlooked. You'll need to log the issue with Sky, probably for another swap-out, as while those transformers are sometimes available elsewhere they are expensive.

Re: Power lead for sky q box

colnagogeo — Mon, 11 Dec 2023 09:45:30 GMT

Exactly the same thing happened to me just an hour ago. The dpd driver said all the connections are the same so I simply swapped the boxes over, only to discover the power leads are different. By the time I discovered this, the driver had gone. There is no mobile number for the driver and the dpd number kept cutting off. I managed to get hold of Sky and they now have to send out a whole new box, which I have to wait in for. I'm not happy as we will already have been inconvenienced with a failing box as well as losing all our recordings. DPD drivers need to be briefed to hand over all contents, not just the box.

Re: Power lead for sky q box

dru100 — Thu, 21 Dec 2023 15:08:21 GMT

I'm having exactly the same problem. Wasn't advised I needed to swap the box over until DPD arrived at the door. Sky helpline telling me I know have to book an engineer visit for a power cable, as they can't just send a cable out.

Re: Power lead for sky q box

colnagogeo — Thu, 21 Dec 2023 17:58:17 GMT

If you phone Sky and explain what happened they will send a whole new box, the next day. That's what they did with me and I made sure I took the whole box off the driver and just gave him back the returns label, which was inside, so he could scan it.

Re: Power lead for sky q box

rob2828 — Fri, 06 Sep 2024 07:17:58 GMT

I've been reading all of these forums re not being told about the different power lead in the box,dpd driver instruction is to just swap out the q box with customer,same information given to me,and to keep viewing card,,sky won't/can't send a lead and want to send a complete new box,still waiting,been without tv now for 7 days,,,,come on SKY get your act together and put a stop to this,where is my bl%#dy box.

Re: Power lead for sky q box

Chodley — Fri, 06 Sep 2024 08:41:56 GMT

@rob2828 wrote:
I've been reading all of these forums re not being told about the different power lead in the box,dpd driver instruction is to just swap out the q box with customer,same information given to me,and to keep viewing card,,sky won't/can't send a lead and want to send a complete new box,still waiting,been without tv now for 7 days,,,,come on SKY get your act together and put a stop to this,where is my bl%#dy box.

Do you have a readable version of that? What has happened, you were promised a box replacement and it hasn't shown up?

Re: Power lead for sky q box

CJD1959 — Thu, 14 Nov 2024 12:44:06 GMT

Excatly the same problem. DPD opened the box and did not deliver the new power cable. Driver was rude and impatient. 40 minutes to get through to Sky who said he should not have opened the box. Now I have to wait for another box as the cable can't be retrieved and a new one sent out.

Awful, sub standard service both from Sky and DPD. Sky need to get a better delivery service and drop DPD.

Re: Power lead for sky q box

Mister_Dalek — Thu, 14 Nov 2024 12:57:07 GMT

@CJD1959 wrote:
Excatly the same problem. DPD opened the box and did not deliver the new power cable. Driver was rude and impatient. 40 minutes to get through to Sky who said he should not have opened the box. Now I have to wait for another box as the cable can't be retrieved and a new one sent out.
Awful, sub standard service both from Sky and DPD. Sky need to get a better delivery service and drop DPD.

Unfortunately no single delivery service is perfect. I have to say our local DPD delivery drivers have always been excellent in the years I've used them. Both times I had a Q box swap it was quick and straightforward, but I do think Sky need to be much clearer with informing customers exactly what it entails.

They need to give precise and clear instructions to the customer so they know what to expect and to not let a courier leave until they have handed over a box and power cable at the very least. Sky also need to make it crystal clear that viewing cards need to be removed from the old box and kept - that's another common mistake customers make.

Re: Power lead for sky q box

Fio3 — Sat, 24 May 2025 14:53:23 GMT

Exactly the same has happened to me, spent an hour on the phone to Sky only to be told that as it's a replacement box, the cables are not included, as it's a straightforward swap. Seeing as there's 3 versions of these boxes, Sky should've asked what version I had so the cables would fit. Have to say that Sky customer service was absolutely **bleep**e, and if that's the way they treat a customer of 24yrs then they can ram it. Fire stick for me.

Re: Power lead for sky q box

alsobeth — Mon, 01 Sep 2025 14:13:07 GMT

Have just had this exact experience - particularly frustratingly, I said to the DPD guy it was probably a different power cable, he said he'd do it after registering the return of the box, then turned and left.

I have contacted Sky via the online chat and been advised to buy one "from any nearest store" and will be credited back the cost. When asked for specifics on what the cable is called, I ended up in a circuitous conversation that got me nowhere. We've ordered one from eBay and are hoping for the best. I've asked for confirmation I'll be refunded the subscription fee for the days without power, and will most likely be complaining.

Re: Power lead for sky q box

Chodley — Mon, 01 Sep 2025 14:21:59 GMT

@alsobeth wrote:
Have just had this exact experience - particularly frustratingly, I said to the DPD guy it was probably a different power cable, he said he'd do it after registering the return of the box, then turned and left.
I have contacted Sky via the online chat and been advised to buy one "from any nearest store" and will be credited back the cost. When asked for specifics on what the cable is called, I ended up in a circuitous conversation that got me nowhere. We've ordered one from eBay and are hoping for the best. I've asked for confirmation I'll be refunded the subscription fee for the days without power, and will most likely be complaining.

If it's a v2 box with the external power brick it's proprietary and might be available on ebay.

if it's a v3 it just needs a standard figure 8 AC lead.

Re: Power lead for sky q box

AG2010 — Mon, 01 Sep 2025 17:55:24 GMT

I've also just had the same issue. From this thread alone it seems like this issue has been known about for two years and Sky have not yet found a solution. Weird.

Anyway, I spoke to sky and they are going to try to send me another new box, but per someone earlier in the thread I need to wait until my old box has been received back with them. You couldn't make it up, really.

my question though.... the box I have now needs the circular power lead, with the "brick". Is that an older version of the box than the one that requires the figure 8 power cable (which I have just returned)? If so I am pretty annoyed that they have even sent me the older version given that I thought the box I had was pretty old and in need of an upgrade!

Re: Power lead for sky q box

TimmyBGood — Tue, 02 Sep 2025 07:21:42 GMT

@AG2010 wrote:

the box I have now needs the circular power lead, with the "brick". Is that an older version of the box than the one that requires the figure 8 power cable

Either older or younger.

v1 2016 figure eight

v2 2017-18 circular

v3 2019 figure eight

Re: Power lead for sky q box

nigea99 — Tue, 02 Sep 2025 09:01:02 GMT

@TimmyBGood wrote:

@AG2010 wrote:

the box I have now needs the circular power lead, with the "brick". Is that an older version of the box than the one that requires the figure 8 power cable

Either older or younger.

v1 2016 figure eight

v2 2017-18 circular

v3 2019 figure eight

@AG2010 As you will see from @TimmyBGood 's post all boxes are now a few years old and no new ones are being made so boxes are refurbished.

There seem to be very few V3 2TB boxes in circulation (there was a shortage of these a few years ago) as most V3 boxes are 1TB.

Spec wise there is not much between the V2 & V3 boxes and both are UHD/HDR capable - being loaned customers can't specify which type they will receive & most of SKY's computer systems do not distinguish between them

Re: Power lead for sky q box

AG2010 — Tue, 02 Sep 2025 12:28:22 GMT

Thanks to both of you for your replies. That makes sense.

Hoping the next box they send me, regardless of version, comes with all the required cables etc!