All my recordings have been deleted

[Poston01]

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.

[Daniel0210]

@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. 

[Poston01]

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 

[Daniel0210]

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@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. 

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[nigea99]

@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

[TimmyBGood]

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@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. 

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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.