Sky Q replacement box non HDR

[Rajneesh]

Hi

My Sky Q box model ES240, Hardware version 32B1 developed fault. Sky sent the replacement and collected the old box. I didn't pay attention when DPD guy did the delivery. Upon installation, I realised that the new box is model ES140 and hardware version is 32B0. This means there is no HDR. Although I don't have HDR tv now but we are going to upgrade soon. As Sky charges £50 for an HDR capable box, am I entitled to request for a like for like swap as our old box was capable of HDR. Even if I don't have the HDR now it is still a downgrade because of £50 fee for HDR capable box.

 Thanks

Raj

[pjhaahl · Accepted solution]

@Rajneesh 

Of course you are and I'd insist on it otherwise you'll end up having to pay later down the line. 

[PandJ2020]

They shouldn't replace a box with a lower spec.  (There may be an issue with availability)

But I'd call them and ensure you get the correct replacement.

[Rajneesh]

Thanks pjhaahl

I will call sky straight away.

I hope sky can check what model I had earlier as the only proof I have is the external power supply of the V2 box. Thank God the DPD guy refused to take that.

Thanks

[bemak187]

I saw something on anther thread where a similar thing happned and I think the upshot was Sky are basically short of HDR capable boxes and are sending out what they have (V1 boxes).  However this should be swapped out again for you for free when they have stock.  No way there should be any sort of charge.  Shouldnt be a charge at all to get an HDR boxes as sky have not been fully upfront about HDR from the start but thats another story.

[Rajneesh]

Thanks Pandj2020

I wasn't aware that Sky charges for HDR capable Box. Although I knew my old box was capable. Just last month I finished the HD/UHD trial and prior to the trial I went through settings to check the capability of the old sky q box, hence I know that was 32B1. Anyway a call to sky customer service is on the way.

Thanks

[Rajneesh]

Of course the swap should be like for like as sky charges £50 for an upgrade. Truthfully I wouldn't have paid attention to the version If I hadn't known that there are different boxes.  I am sure a lot of people don't know anything and end up paying extra later.

I too wouldn't have bothered if sky wasn't charging extra.

[bemak187]

Yeah basically there have been 3 revisions of Sky Q main box.  V1, V2 and V3.  Sky have been promising HDR since late 2017/early 2018.  It got delayed and delayed then when it laucnhed they admitted that the V1 boxes have a chipset that doesnt support it.  They were very cagey about it at first then admitted it outright.  If you have a V1 box you have to pay a £50 charge to get it swapped for a newer one.  The delay I suspect was in part because they were trying to figure out what do to about all these V1 boxes as I think the V1 ran for a fair while.  Massive thread on here about it somewhere but I dont think it was all really resolved.  Sky just took the PR hit and insisted on the charges.

[Rajneesh]

Thanks to all who replied. I just finished talking to a sky customer service rep. She tried to fob me off by saying that I don't have UHD subscription but when I mentioned the fees for an upgrade later and that replacement should have been like for like regardless of the subscription, she finally agreed. 

There were two options, one to send another box which  could come as early as tomorrow but no guarantee of the version because it depends what they have in the van and the second option to send an engineer with the correct replacement. I went with the engineer option, although I will have to wait 3 weeks for that but at least I'll get the correct replacement.

Thanks again

Raj

[Rajneesh]

Oh I forgot to mention one important thing. The replacement box I received today has another flaw. Obviously it is a refurbished box and whoever assembled it after repair didn't assemble it correctly. On the back, under the ethernet port, there are two tabs, which should have been secured in to the base. On my box these tabs aren't secured and they are clearly visible sitting on top of the base creating a gap in the middle.

[Rajneesh]

You are right bemark187. We know that sky loan us the equipment and sky is responsible for the faults and maintenance. When a company loans you the equipment then that equipment must match the service you are subscribing to. So if you subscibe to UHD then sky must ensure that their equipment can deliver without extra charge. I don't know how sky was allowed to get away with charges. 

I believe sky hasn't managed the distribution of their boxes properly. Right now there are people who subscribed to sky in the last 18 months without the UHD and they got the HDR capable boxes. Sky should have given V1 boxes to these subsribers and upgrade any existing UHD customers free. Then for future make different pricing points for installation based on what box the customer requires.

For example 1 TB at lower price then 2 TB in the middle and slightly higher price for a HDR capable box.

They shouldn't have penalised the existing customers who had already paid during the initial installation.

[MartynW89]

Just doing a quick Google search, I had my v3 box replaced today as it had a hard drive fault, anyway they've sent me the 32B0 with the silver rim, straight away noticed and called them (sat on hold for a long time) and said I wasn't happy that you have replaced my v3 (the latest box) with a non hdr box, I'm a uhd subscriber and basically tried getting fobbed off telling me it is hdr and I said no it's not you should visit your support pages and read up on your own company provided products, anyway they are exchanging again tomorrow but been told that v3 are no longer being manufactured and not in stock so they think they will send me another silver rim box, how can their employees not know what they are sending out. So will we see!! 

[nigea99]

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@MartynW89 wrote:

Just doing a quick Google search, I had my v3 box replaced today as it had a hard drive fault, anyway they've sent me the 32B0 with the silver rim, straight away noticed and called them (sat on hold for a long time) and said I wasn't happy that you have replaced my v3 (the latest box) with a non hdr box, I'm a uhd subscriber and basically tried getting fobbed off telling me it is hdr and I said no it's not you should visit your support pages and read up on your own company provided products, anyway they are exchanging again tomorrow but been told that v3 are no longer being manufactured and not in stock so they think they will send me another silver rim box, how can their employees not know what they are sending out. So will we see!! 

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There is a known shortage of v3 2TB boxes  so this may be why but they really should look to supply a v2 box rather than a v1 non HDR box.  

[GraceMc]

hi guys

I recently had my sky Q box replaced and my red button isn't working, I cant switch to uhd, How do i find my current version box, it was working on the previous one.

thanks

[pjhaahl]

@GraceMc 

Have you changed the display resolution of the new box to 2160p.