Helpdesk

[homer1968]

Getting help through online services is ridiculous. My box is clearly broken but no options to communicate it. Allniam getting is tips to reboot the box. Clearly can't. The chat option is no better.

[GD1]

@homer1968  I'm afarid it's not clear to anyone reading your post as you've not actually said what the issue is, mind reading isn't one of our strong points.

If you want the comunity to help please provide as much info as possible.

[Daniel0210]

@homer1968 

If your box does eventually need replacing (once you've told us the issue you have), Sky will probably arrange a replacement via what is known as a 'doorstep box swap' whereby a courier company (usually DPD in the UK) deliver a new box and take your pre-disconnected faulty box away so remember to remove the viewing card from the old box before it disappears into the van. Also accept the power cable the courier brings in case it's a different fitting to the one you have already.

[AJ767]

My recording on skyq box failed last week when the tv was off and the box was in standby. Today when I switched the tv and box on, I got a no hard drive error message. Only tv channels are available to watch, which isn't what I'm paying for skyq for. Finally got through to an advisor on chat who just told me to switch on and off and hold the start button down. That's temporarily brought the services back, for now. However when looking at my account there is a problem with my sky equipment. The advice I'm being given is to reset the box, which means I'll lose all recordings and purchases. This is the second skyq box I've had as the first one was faulty. No option for a new box and clearly the advisor didn't do any diagnostic checks. 

Now the chat has disappeared and I'm back to square one. I have a feeling that I'll be forced into a reset before I can request a new box. So frustrating that you can't just phone and speak to a human. So I've had a week now of my skyq box not working and potentially even longer, will I get a reduction on my bill. I doubt it

[PandJ2020]

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@AJ767 wrote:

The advice I'm being given is to reset the box, which means I'll lose all recordings and purchases

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Recordings, yes - but purchases can be downloaded again.

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No option for a new box and clearly the advisor didn't do any diagnostic checks. 

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With hard drive errors it's usually fatal.  A reset may just delay future problems.  You'll have to convince the agent to swap the box...

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will I get a reduction on my bill. I doubt it

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Possibly but you'll have to ask.

[Daniel0210]

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@AJ767 wrote:

So frustrating that you can't just phone and speak to a human. 

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@AJ767 

Why can't you? 

Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn't allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls start automated (aka 'the bot') which may offer you an online help route or even try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Laing1]

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@AJ767 wrote:

My recording on skyq box failed last week when the tv was off and the box was in standby. Today when I switched the tv and box on, I got a no hard drive error message. Only tv channels are available to watch, which isn't what I'm paying for skyq for. Finally got through to an advisor on chat who just told me to switch on and off and hold the start button down. That's temporarily brought the services back, for now. However when looking at my account there is a problem with my sky equipment. The advice I'm being given is to reset the box, which means I'll lose all recordings and purchases. This is the second skyq box I've had as the first one was faulty. No option for a new box and clearly the advisor didn't do any diagnostic checks. 

Now the chat has disappeared and I'm back to square one. I have a feeling that I'll be forced into a reset before I can request a new box. So frustrating that you can't just phone and speak to a human. So I've had a week now of my skyq box not working and potentially even longer, will I get a reduction on my bill. I doubt it

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@AJ767 as others have said all purchases can be downloaded again, bear in mind that also if a new box is needed then you will lose all recordings anyway as they cannot be transferred to the new box.