topic Re: Broken Sky Q box in Sky Q

Broken Sky Q box

Ayl — Mon, 30 Dec 2024 15:17:37 GMT

6 yer old box has been freezing for past few weeks, constantly having to unplug it and reboot. How can I talk to someone to order a replacement. I cant find a telephone number anywhere

Re: Broken Sky Q box

PandJ2020 — Mon, 30 Dec 2024 15:18:48 GMT

Number is on the help page: https://www.sky.com/help/home

Re: Broken Sky Q box

oldfella — Mon, 30 Dec 2024 15:19:21 GMT

@Ayl wrote:

6 yer old box has been freezing for past few weeks, constantly having to unplug it and reboot. How can I talk to someone to order a replacement. I cant find a telephone number anywhere

Hi @Ayl

If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

Re: Broken Sky Q box

Ayl — Mon, 30 Dec 2024 15:38:39 GMT

Tried suggestions. There is a tel.no. 0333 009 3017 but it doesnt connect!
Any other suggestions please

Re: Broken Sky Q box

Daniel0210 — Mon, 30 Dec 2024 15:43:20 GMT

@Ayl wrote:
How can I talk to someone to order a replacement.

@Ayl

If you do end up needing a new box it'll probably be via a 'doorstep box swap' whereby a courier company (DPD in the UK) deliver a new box and take your faulty box away so remember to remove the viewing card from the old box before it disappears into the van.

Re: Broken Sky Q box

PandJ2020 — Mon, 30 Dec 2024 15:41:55 GMT

Are you in Ireland?

Re: Broken Sky Q box

Daniel0210 — Mon, 30 Dec 2024 15:42:11 GMT

@Ayl
To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile or alternatively use this link:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and a dedicated 03** UK number is displayed.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated 0818 ROI number.
(The forum doesn’t allow us to type the numbers in full).

The start will be automated which may try to send you here to the forum or suggest you receiving a text. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

Re: Broken Sky Q box

Ayl — Mon, 30 Dec 2024 15:42:38 GMT

No, Bucks

Re: Broken Sky Q box

Ayl — Mon, 30 Dec 2024 15:44:14 GMT

Daniel, thats what I did but tel.no. does not work

They seem intent on not letting them be contacted!

Re: Broken Sky Q box

Ayl — Mon, 30 Dec 2024 16:15:21 GMT

Thanks - if only I could get a replacement!

Re: Broken Sky Q box

lettice — Mon, 30 Dec 2024 16:30:33 GMT

If you have tried all the help listed below, you can also get a replacement Sky Q box online from the links provided in the help articles, no need to ring;

https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q

https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q/fixing-q-equipment/sky-q-box-wont-turn-on/articles/sky-q-box-wont-turn-on

Make sure as mentioned above, you remove your current viewing card before the courier doorstep swap, as you will need that for your replacement box.

Re: Broken Sky Q box

Ayl — Mon, 30 Dec 2024 16:42:34 GMT

Thanks, I will have another go as you suggest once I summon up the energy to go through it again!

Re: Broken Sky Q box

Ayl — Mon, 30 Dec 2024 16:59:30 GMT

Lettice, thanks - it worked!

What a palaver given how much it costs each month I feel I hould be billing them for my time fighting through the maze they create!

Re: Broken Sky Q box

Ayl — Wed, 01 Jan 2025 07:10:58 GMT

Once I had ordered thanks to specific advice from Lettice above I was amazed that it turned up at midday the next day, yesterday. Very efficient swap via DPD.

box successfully installed although the setting up did not happen in line with the instructions that came with it. Seems there was a step missing as it would not initially start the install, once started it was child's play to set up.

overall comment, as an existing customer very disappointed the telephone number seems to be invalid and maze of a internet site was difficult to navigate.