topic Charged whilst waiting on Q box replacement in Account & Billing

Charged whilst waiting on Q box replacement

L3aur — Sat, 21 Feb 2026 15:21:14 GMT

There is an issue with our Sky Q box. After following all ways to "fix" the issue we have been told it's needing replaced. This can take up to 3-5 working days. It's Saturday so we won't have Sky Tv until Wednesday at earliest. Will be be refunded for the time our service is down?

Re: Charged whilst waiting on Q box replacement

Daniel0210 — Sat, 21 Feb 2026 15:26:53 GMT

@L3aur

Not automatically. Billing continues as normal but once your replacement box has been delivered contact Sky to ask if they'll add a credit onto your Sky account but there's no guarantee.

Also remember to remove the viewing card from the faulty box before it disappears into the back of the couriers van and accept any new power cable DPD deliver with the replacement box in case it's different to the one you have.

Re: Charged whilst waiting on Q box replacement

TimmyBGood — Sat, 21 Feb 2026 15:36:43 GMT

@L3aur wrote:

Will be be refunded for the time our service is down?

Subscription television isn't covered by the same automatic compensation scheme as broadband/phone. As @Daniel0210 indicates, you'll need to negotiate with Sky: they may, for example, argue that you could still make use of Sky Go.