LG Nano tv / Sky Q HDR issue.

[Mr+Nick+D]

Hi, I have an LG 55UN810006LB 4K Ultra HD HDR tv.   When I watch HDR content through my Xbox series X I get the HDR content tag appear in the top corner indicating that it is working ok.  I got a 2 TB UHD sky Q box this week which I have enabled everything on but when I watch any HDR content on it the TV does not display the HDR tag.  Please help if anyone has any ideas.  Many thanks.  

[nigea99 · Accepted solution]

hi @Mr+Nick+D 

Edit : First of all - were you able to set the resolutio to 2160p 10 bit or just 8 bit ?

Please can you check the Hardware version of your box :

Home - Settings - System Info 

The original 2TB boxes 32b0xxx are UHD but not HDR

Let us know which one you have - we may be able to assist

[best+of+the+best]

Hi @Mr+Nick+D have you enabled HDMI Ultra HD Deep Colour on the HDMI port your Sky Q box is connected too

On your tv go to Picture Settings - Additional Settings - HDMI Ultra HD Deep Colour 

[Mr+Nick+D]

Hi and thank you, it is a brand new box and it allows me to select 8 or 10 bit or find it for me.  I have tried them all. 

[nigea99]

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@Mr+Nick+D wrote:

Hi and thank you, it is a brand new box and it allows me to select 8 or 10 bit or find it for me.  I have tried them all. 

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So can I just check that you mean the hardware version is 32B2xx (& not a 32B0xxx) ?

[LGUser]

If it's a v1 2tb box, then Sky is at fault for still giving these out.

[Mr+Nick+D]

Sorry for the late reply I have been at work.  The hardware version is 32BO62.   

[nigea99]

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@Mr+Nick+D wrote:

Sorry for the late reply I have been at work.  The hardware version is 32BO62.   

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Unfortunately, as I mentioned that is a v1 2TB box which whilst UHD capable, is not HDR capable.

As SKY Q is loaned rather than bought by customers SKY do re-use boxes

Did you get this box on any special deal ? 

Depending on what deal you may have you may have to pay for an upgrade but either way if expecting an HDR box worth getting on to SKY to discuss options

[Mr+Nick+D]

Thanks ever so much for your help everyone.  I will get in contact with sky.  

[LGUser]

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@Mr+Nick+D wrote:

Thanks ever so much for your help everyone.  I will get in contact with sky.  

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A self-install v3 2TB box costs £50.

[Mr+Nick+D]

Thanks.  That is what I have just paid last week for my 2tB box.  I shall get on to Sky over the weekend.  

[nigea99]

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@Mr+Nick+D wrote:

Thanks.  That is what I have just paid last week for my 2tB box.  I shall get on to Sky over the weekend.  

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One thing to watch out for. 

Some people have paid for upgrades to the HDR boxes and have been sent / given the non HDR boxes but SKY's system seems to think they have the correct box, so customers sometimes have problems convincing Customer services that they have the wrong box

[LGUser]

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@nigea99 wrote:

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@Mr+Nick+D wrote:

Thanks.  That is what I have just paid last week for my 2tB box.  I shall get on to Sky over the weekend.  

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One thing to watch out for. 

Some people have paid for upgrades to the HDR boxes and have been sent / given the non HDR boxes but SKY's system seems to think they have the correct box, so customers sometimes have problems convincing Customer services that they have the wrong box

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One thing to do is take a photo of the box number and when you get someone who thinks you have the correct box, ask how you can send the photo as proof that you have the wrong box.

[Mr+Nick+D]

I was just thinking that funnily enough.  I have emailed sky as I can't get through.  You folks are certainly correct as I found a section on the box that said test for HDR compatibility which it came back and said it wasn't. Very naughty of sky this is.  

[LGUser]

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@Mr+Nick+D wrote:

I was just thinking that funnily enough.  I have emailed sky as I can't get through.  You folks are certainly correct as I found a section on the box that said test for HDR compatibility which it came back and said it wasn't. Very naughty of sky this is.  

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I've escalated your post via the community chat. This link explains how it work.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite/ blue chat bubble. When the bubble appears you have 48 hours to respond or it will be automatically closed.

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