‘Can’t upgrade to Ultra HD, may be an issue with the area you’re in’ ?

[Matt139]

I have a year old sky Q 1TB box, and recently moved house. We were connected by a Sky engineer to the existing dish and fibre broadband. Broadband appears excellent, bought a Samsung 7110 4K telly and all seemed well. Never had a 4K telly before, so I've spent a couple of hours now checking the telly and Sky settings - no4K/ultra hd option available. Check my account - constant offers to upgrade to Ultra HD.  Try to upgrade and get error message 'MySky_1999'. So I call Sky and eventually after explaining then being put on hold I was told the above, that they're very sorry but I can't upgrade to Ultra HD and the lady wasn't really sure why, just offered that it may be because of the area I'm in. 

Has anyone had a similar experience?   My box is '32C006' - have I got a box that doesn't allow ultra HD? Ordinarily I'd call them back to query but it took half an hour to get that far, and the poor lady I spoke to had slightly broken English so I couldn't really get any more info.  Any help would be hugely appreciated!

[oldfella · Accepted solution]

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@Matt139 wrote:

I have a year old sky Q 1TB box, and recently moved house. We were connected by a Sky engineer to the existing dish and fibre broadband. Broadband appears excellent, bought a Samsung 7110 4K telly and all seemed well. Never had a 4K telly before, so I've spent a couple of hours now checking the telly and Sky settings - no4K/ultra hd option available. Check my account - constant offers to upgrade to Ultra HD.  Try to upgrade and get error message 'MySky_1999'. So I call Sky and eventually after explaining then being put on hold I was told the above, that they're very sorry but I can't upgrade to Ultra HD and the lady wasn't really sure why, just offered that it may be because of the area I'm in. 

Has anyone had a similar experience?   My box is '32C006' - have I got a box that doesn't allow ultra HD? Ordinarily I'd call them back to query but it took half an hour to get that far, and the poor lady I spoke to had slightly broken English so I couldn't really get any more info.  Any help would be hugely appreciated!

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Hi @Matt139

Afraid your Qbox version will not do UHD.

https://www.sky.com/help/articles/sky-software-updates

[Matt139]

Thanks so much for replying, oldfella- don't remember ever being asked whether I want a 4K compliant box, I'd have said yes straight away. I'd best give them another call. 

thanks for your reply though, really appreciate it. 

[PaulP1]

Why should I pay to upgrade my SkyQ box to see UHD? It's not my fault Sky didn't provide the correct ☑️ Box 

[PaulP1]

I was on the phone for almost an hour to be told what I already knew, that the  box wasn't compatible.. Sky should provide this upgrade free as it's their services I'm paying for, they should have provided this service if they expect people to take them up on their offer to try UHD 

[PandJ2020]

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@PaulP1 wrote:

Why should I pay to upgrade my SkyQ box to see UHD? 

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Because they won't give you an upgraded box unless you do.  Unless you were promised something or misled then this is your only option.

[Padam_Padam]

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@PandJ2020 wrote:

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@PaulP1 wrote:

Why should I pay to upgrade my SkyQ box to see UHD? 

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Because they won't give you an upgraded box unless you do.  Unless you were promised something or misled then this is your only option.

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Not always the case. I reported my Q box which had a noisy hard drive and it was swapped for a newer, HDR capable model at no extra charge. 

It can be quite random which hardware variants are sent out - despite what Sky say about them being like for like replacements. They're often not. 

[PandJ2020]

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@Padam_Padam wrote:

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@PandJ2020 wrote:

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@PaulP1 wrote:

Why should I pay to upgrade my SkyQ box to see UHD? 

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Because they won't give you an upgraded box unless you do.  Unless you were promised something or misled then this is your only option.

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Not always the case. I reported my Q box which had a noisy hard drive and it was swapped for a newer, HDR capable model at no extra charge. 

It can be quite random which hardware variants are sent out - despite what Sky say about them being like for like replacements. They're often not. 

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Sure, but the only 'guaranteed' way is to pay (like we all did 😐)

[Anonymous]

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@PandJ2020 wrote:

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@Padam_Padam wrote:

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@PandJ2020 wrote:

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@PaulP1 wrote:

Why should I pay to upgrade my SkyQ box to see UHD? 

---

Because they won't give you an upgraded box unless you do.  Unless you were promised something or misled then this is your only option.

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Not always the case. I reported my Q box which had a noisy hard drive and it was swapped for a newer, HDR capable model at no extra charge. 

It can be quite random which hardware variants are sent out - despite what Sky say about them being like for like replacements. They're often not. 

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Sure, but the only 'guaranteed' way is to pay (like we all did 😐)

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We?

They upgraded mine not long back for a new UHD 2GB box for free.

[PandJ2020]

@Anonymous well done you've pulled a blinder 

[PaulP1]

It's almost impossible to talk to anyone these days, I've been with Sky since 1987, it's never been this bad to find someone to take responsibility and make a decision.