A NEW SKY Q UHD BOX I ORDERED AND THE COMPLAINTS TEAM

[Addie15]

Update-We are closing this session now due to no further communication within 48 hours. If you still need help, please let us know so we  can re-escalate this for you. Thanks.

[AlunCT]

I have just found through calling DPD my new Sky Q box was delivered back to them on the 7th of March and signed for by Jonathan King. When spoke to SKY on Thursday they told me that it had not been received back by them. I have spoken to over 8 people in the past two weeks who lied to me. The advisor I spoke today told me that no ine in Sky had bothered to check in the right place.  He has now passed a message to the customer support teamwho can  now change the status of the parcel as 'received' and order the new box for me. 

I HAVE NEVER COME ACROSS SUCH A USELESS INCOMPETENT COMPANY AS SKY! 

[steve30x]

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@Chodley wrote:

I'd take 1TB with HDR over 2TB without.

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Shortly after my post I was FINALLY contacted by a SKY adviser on facebook and aparently the SKY Adviser on WHATSAPP tookup the information he was given recently wrong. He was informed SKY no longer makes then 2TB Box that don't support HDR and they are still manufacturing the 2TB Boxes with HDR support.

Again I am playing the waiting game because the facebook adviser said he has raised it to get an engineer out to change the bopx for a 2TB Box with HDR. He said he will let me know if he gets a response or SKY will let me know (Again I won't hold my breath because I had to contact SKY four times before I got a response)

[steve30x]

The company that installed the SKY Q Box last week called me this morning to confirm they are coming to install the correct box this coming wednesday. Aparently they have to order in the HDR boxes

[Laing1]

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@steve30x wrote:

The company that installed the SKY Q Box last week called me this morning to confirm they are coming to install the correct box this coming wednesday. Aparently they have to order in the HDR boxes

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@steve30x hope all goes well for you 😀

[TimmyBGood]

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@steve30x wrote:

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He was informed SKY no longer makes then 2TB Box that don't support HDR

Well, yes: that was the 'Q Silver' in 2016

and they are still manufacturing the 2TB Boxes with HDR support.

But not as a standard device: that's been a 1TB UHD/HDR since November 2019

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[steve30x]

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@TimmyBGood wrote:

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@steve30x wrote:

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He was informed SKY no longer makes then 2TB Box that don't support HDR

Well, yes: that was the 'Q Silver' in 2016

and they are still manufacturing the 2TB Boxes with HDR support.

But not as a standard device: that's been a 1TB UHD/HDR since November 2019

Thats not what I was told about the 2TB HDR Boxes. I was told by a sky adviser that just a few months ago that the other adviser was told they stopped making the non HDR 2TB SKY Q boxes. But with the phone calls and messages I have been getting from different SKY Advisers nobody knows what is what at SKY. I literally had to contact ACTAVO myself to get the SKY Q 2TB HDR Box situation sorted.

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[bob1234]

Sky have not been supplying NEW non 2TB HDR boxes for a long time even some "silver boxes" the V2 with an external power supply was HDR.

HOWEVER Sky do still lend non HDR boxes as they replace like for like so if you have a faulty non HDR box you are likely to get a pre-used loan box unless you pay extra to upgrade.

[steve30x]

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@bob1234 wrote:

Sky have not been supplying NEW non 2TB HDR boxes for a long time even some "silver boxes" the V2 with an external power supply was HDR.

HOWEVER Sky do still lend non HDR boxes as they replace like for like so if you have a faulty non HDR box you are likely to get a pre-used loan box unless you pay extra to upgrade.

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I did pay extra to upgrade. I paid €155 to get an upgrade and they gave me a non HDR box.

[bob1234]

@steve30xSeems an excessive amount as you are quoting Euros I assume you are in the ROI, in the UK it is about £50.

Complain to Sky and get what you paid for.

[steve30x]

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@bob1234 wrote:

@steve30xSeems an excessive amount as you are quoting Euros I assume you are in the ROI, in the UK it is about £50.

Complain to Sky and get what you paid for.

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If you were following along all along you will see I did complain to SKY about it and €155 is what we are charged here in Ireland for an upgrade. Even our channels are twice the price of what you pay in the UK. Just like the original poster its very difficult to get in touch with an adviser who knows what they are talking about and its just as difficult to get in touch with an adviser thats willing to help because most of them don't know that 4K / UHD is different to HDR. Most advisers assume they are the same thing and will not send an engineer to change the box to one that has HDR support.

[EDIT] I just got a SKY Q 2TB UHD HDR box installed 15 minutes ago. Its the one with Silver on the bottom of it. I had to contact the SKY Engineers themselves to get it sorted because I was getting nowhere with SKY. The box hardware version is 32B12C

[steve30x]

So when I got SKY Q first five years ago. I didn't like the box itself because it was loud and ran hot. Also the USer Interface was a bit different to what it is now. I didn't like the user interface then either. Before my 14 day cooldown was up I asked SKY To revert me but the engineer was sent out after my cool down period so I had to fight with SKY for 11 weeks before they reverted me to SKY+ HD. They replaced the SKY Q box about 6 times and every 2TB SKY Q box they installed was loud and ran hot.

Then about three weeks ago I got a 1TB 1080P SKY Q box installed. I was ok with the newer look of the user interface. Its a very slight more user friendly but still missing some really good features from SKY+ HD. But the 1TB Box was loud and hot. I was on the fence wether to get SKY to revert me back to SKY+ HD again because that box was beyond Irritating with that tiny and noisey fan.

Then I decided that I would give the 2TB Box a try. I had a non HDR 2TB Box installed and that was muc much better. It was relatively quiet. I still could hear it a tiny bit but it was tolerable. But I wanted a HDR Box. I tried my best to get a few SKY advisers to change the box for me but one out of four understood the difference between 4K and HDR. The three advisers assumed 4K and HDR was the same thing. The fourth said he would ask his manager if he could change it for me. He told me I would hear back within 48 hours.

I never heard back from SKY. So I contacted the contractor they hire here in Ireland and told him the situation. Within 2 hours the contractor called me and told me that they had to order in the 2TB HDR SKY Q box and they will install it for me in two days after the call. The engineer came to install the correct box and I am very happy with it. The box is almost completely silend. Except for that Hard Drive noise that some people complain about , that intermittent sound it makes while recording something but its barely noticeable its at such a low volume.

I am more than happy with the SKY Q Box I have now.

[best+of+the+best]

7 years on and my Sky Q box is quiet as a church mouse and cool as a cucumber Sky Q box installed in bedroom.

[Godfrey]

The ambient noise in my lounge is presently around 28.8 dBA, the noise from my Sky Q 2TB mk3  receiver increases this to around 32.2 dBA when measured at 1 metre away from the centre of its front panel, 32.9 dBA when 0.5 metres away from the centre of its front panel and 44.2 dBA when 0.001 metres away from the centre of its front panel.

[steve30x]

As I said the current 2TB box I have now is dead silent. Unlike the 1TB Box that was very very noisey and hot.