How to add a new user and get an additional sky q box + install

[Andyh2025]

Last year I helped an elderly couple with setting up their Sky tv in their lounge. An engineer duly came out and installed a new sky box and everything works fine. They had only cancelled their multiroom about 6 months previously but they only wanted a single user when they set up their new service. Now the husband wants to be able to watch what he wants in a separate room. I am finding it impossible to add him as a user and get an engineer out with a new sky box and set it up! I have already wasted 4 hours of my life and desperately need to speak to someone at sky to sort this out. Their website is appalling and confusing. Can anyone help please?

[SKY1992bf]

@Andyh2025   He doesn't need adding as a user you just need to add a multi room subscription to the existing household account and order a mini box from the same account 

[nigea99 · Accepted solution]

---

@Andyh2025 wrote:

Last year I helped an elderly couple with setting up their Sky tv in their lounge. An engineer duly came out and installed a new sky box and everything works fine. They had only cancelled their multiroom about 6 months previously but they only wanted a single user when they set up their new service. Now the husband wants to be able to watch what he wants in a separate room. I am finding it impossible to add him as a user and get an engineer out with a new sky box and set it up! I have already wasted 4 hours of my life and desperately need to speak to someone at sky to sort this out. Their website is appalling and confusing. Can anyone help please?

---

hi @Andyh2025 

The  subscription is not based around individual users so there is no adding any individual users.

Did they switch from SKY HD with multirrom or did they have SKY HD at that time ?

they need a multiscreen subscription. 

If this is the first time of Multiscreen on SKy Q itself then they should get a mini box for free (but not guaranteed) otherwise there usually is an admin fee for the mini box needed

SKy don't usually install mini boxes as there are instructions to set one one up but it may be possible.

You possibly can't do this online and you would need them to be able to verify their account etc if you contact SKY :

I believe these are the current methods for contacting Sky. Depending on the reason for making contact some methods are more appropriate than others …

call Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated which may offer you the online help route or 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.

online help via this link
https://www.sky.com/help
At the end of the help it MAY provide a phone number if it's appropriate.

 Sky Assistant is now available at the top of sky.com/help (or as a chat bubble bottom right if used before) for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

[Andyh2025]

Thank you for that. I can't find anywhere to do that and still need an engineer to install. I am based in the Channel Islands.

[SKY1992bf]

@Andyh2025  See the response from @nigea99  for ways to contact sky

[Andyh2025]

Thank you

[Andyh2025]

I can't find anything's related to this user in my thread but thank you

[SKY1992bf]

---

@Andyh2025 wrote:

I can't find anything's related to this user in my thread but thank you

---

@Andyh2025 See post 5 above