topic Re: All my recordings have been deleted in Sky Q

All my recordings have been deleted

Poston01 — Sat, 06 Apr 2024 10:24:24 GMT

The TV remote stopped working, we struggled for 24 hours to even get the box switched on. Luckily enough we had a spare Sky remote l, which we were able to connect to our main Sky Q box and get everything started. However, when we got the Sky Q back on, we noticed all the settings were different, volume control not connected, subtitles were playing and connection to our network was disabled. We then noticed the main issue, being all of our recordings from the past 12 months had been deleted. Some of these recorded shows were held deeply within our hearts and we would like them back if possible, if not, then we would like compensation for the issues we have been dealt with.
Please feel free to contact me directly on my accounts email.

Re: All my recordings have been deleted

Daniel0210 — Sat, 06 Apr 2024 10:28:55 GMT

@Poston01
You aren’t contacting Sky Customer Services by posting on here. This is a customer to customer forum where we try to help each other.

Try a reboot of the main Sky Q box, then once that’s back up and running do the same with any mini boxes if necessary-
~ Using the remote put your main Sky Q box into standby
~ switch the box off at the plug
~ wait at least 30 seconds and then switch the box back on at the plug
~ follow the on screen instructions
~ when the screen goes blank and the blue Q stops pulsating wait another 30 seconds
~ press the 🏠 button

Sky wont compensate you for lost recordings. Sky boxes aren't designed for long term storage.

Re: All my recordings have been deleted

Poston01 — Sat, 06 Apr 2024 10:36:55 GMT

You seem to have misunderstood. Everything is now working as it should, however it has taken us 24 hours off googling and YouTubing videos in order to regain access to the Sky Q box we pay £130 a month for. In addition to this stress, we have lost all of our recordings. Sky advertises the use of the recording system and this is what shifted us to Sky in the first place. Now this has been tarnished, we are worried about the future use of our Sky recording system.
First of all may you please explain what exactly has happened in order for all of these issues to occur at once? Our whole system has been reset without our knowing or doing. Which caused a lot of stress.
Also the loss of recordings has been a deep cut as we had recordings of shows that family members were involved in ect. Are we able to get them back? If not, we would like some form of compensation, as the whole reason we came to Sky in the first place has been once again, tarnished.
kind Regards

Re: All my recordings have been deleted

Daniel0210 — Sat, 06 Apr 2024 10:42:29 GMT

@Poston01 wrote:

You seem to have misunderstood.

No, not at all.

Everything is now working as it should, however it has taken us 24 hours off googling and YouTubing videos in order to regain access to the Sky Q box we pay £130 a month for. In addition to this stress, we have lost all of our recordings. Sky advertises the use of the recording system and this is what shifted us to Sky in the first place. Now this has been tarnished, we are worried about the future use of our Sky recording system.

Have you rebooted your Sky box as I suggested?

First of all may you please explain what exactly has happened in order for all of these issues to occur at once? Our whole system has been reset without our knowing or doing. Which caused a lot of stress.

As stated in the first reply we are customers on here. You are not talking to Sky!

Also the loss of recordings has been a deep cut as we had recordings of shows that family members were involved in ect. Are we able to get them back? If not, we would like some form of compensation, as the whole reason we came to Sky in the first place has been once again, tarnished.

If the reboot doesn't work and restore them and they aren't in the Deleted section they are lost. Sky may suggest a box swap if you contact them which will result in all recordings being lost anyway. They will not automatically provide compensation.

Re: All my recordings have been deleted

nigea99 — Sat, 06 Apr 2024 11:05:53 GMT

@Poston01

We know it will be disappointing if you have lost recordings which are personal to you but we must stress that SKY do not consider SKY boxes as long term storage - the recording facility is just for time-shifting & just like computer hard drives the discs can fail at any time.& have other tech. problems

As @Daniel0210 indicates any box failure could result in a swap of a box which would also result in the loss of any recordings

We have to manage your expectations & say that SKY won't provide compensation for loss of recordings

Re: All my recordings have been deleted

TimmyBGood — Sat, 06 Apr 2024 11:38:09 GMT

@Poston01 wrote:

Also the loss of recordings has been a deep cut as we had recordings of shows that family members were involved in ect. Are we able to get them back? If not, we would like some form of compensation, as the whole reason we came to Sky in the first place has been once again, tarnished.

No single hard drive system can ever provide assured storage, and as indicated above a Sky Q box has a disk for time-shifting and downloading, not archiving (which isn't a right anyway: paying a subscription does not purchase the content being viewed)

For content which is actually owned by the user ('Buy and Keep' items bought through Sky Store) there's an option to download again: that's simply impossible for Sky to provide for recordings made from broadcast items.

Sky will replace the loaned Q box 'for free' if the hard drive is failing, but there's no realistic chance of 'compensation' for something which was never offered and won't be found in any contract.

Re: All my recordings have been deleted

Gemski2022 — Mon, 18 Nov 2024 08:35:08 GMT

Exact same has just happened to me did you get you recordings back? Some of mine were paid for off sky store am I able to get at least the paid for recordings back

Re: All my recordings have been deleted

PandJ2020 — Mon, 18 Nov 2024 09:31:20 GMT

@Gemski2022 wrote:
Exact same has just happened to me did you get you recordings back? Some of mine were paid for off sky store am I able to get at least the paid for recordings back

Yes, you can redownload purchases.

Re: All my recordings have been deleted

pra29 — Sat, 17 Jan 2026 16:32:33 GMT

After a series of errors today (no satallite, no broadband, no response to remote) I got back to a working SkyQ box but all recordings had gone. Have arranged a replacement but asked customer service if there was any way, once box had been returned, if they could recover an irrepaceable recording (of my wife singing at Berlin Arena). Their reply : "No worries! Once the box has been sent , please insert the viewing card and try again. It should be available".

Sky customer service failes again!!!

Re: All my recordings have been deleted

Chodley — Sun, 18 Jan 2026 08:28:56 GMT

Clearly only true if it was a paid item from the Store which seems unlikely. Sorry you lost that but all hard drives eventually fail.

The only thing you can really do to prevent things like this is record the screen with a phone on a tripod to get a poor quality cloud backup.

Re: All my recordings have been deleted

TimmyBGood — Sun, 18 Jan 2026 12:15:10 GMT

@pra29

Unfortunately no matter what the personal connection with recorded content is, none of us has the right to permanent retention of it. Recording is permitted by limited exemption to copyright for time-shifted viewing: it's not an archiving mechanism.

Re: All my recordings have been deleted

pra29 — Sun, 18 Jan 2026 12:44:13 GMT

At least with the Sly HD box you could copy to another device.

Re: All my recordings have been deleted

TimmyBGood — Sun, 18 Jan 2026 13:34:03 GMT

@pra29 wrote:

At least with the Sly HD box you could copy to another device.

Over an analogue video connection which is now obsolete, yes. HDMI cannot permit that because it would break the licencing conditions for HDCP.

Re: All my recordings have been deleted

Chodley — Sun, 18 Jan 2026 13:38:27 GMT

@pra29 wrote:
At least with the Sly HD box you could copy to another device.

yeah the compromise between quality (no way to do perfect copies with the old analog connections) and property rights worked quite well. Shame it's not supported any more.

Re: All my recordings have been deleted

TimmyBGood — Sun, 18 Jan 2026 13:45:34 GMT

@Chodley wrote:

@pra29 wrote:

At least with the Sly HD box you could copy to another device.

Shame it's not supported any more.

Still potentially possible from a Q Mini with the appropriate composite video adapter, assuming you can find a recording device which accepts such input ; )

It's Sky Stream which finally kills off the option without doing actually illegal things.

Re: All my recordings have been deleted

Chodley — Sun, 18 Jan 2026 13:42:56 GMT

@TimmyBGood wrote:
@Chodley wrote:
@pra29 wrote:
At least with the Sly HD box you could copy to another device.
Shame it's not supported any more.
Still possible from a Q Mini with the appropriate composite video adapter, assuming you can find a recording device which accepts such input ; )

Yeah true.