How to cancel the delivery of a replacement Sky Q box

[skyuser32]

Long story short - there appeared to be a problem with my Sky Q box. A new one was ordered. I have received messages from DPD and Sky to say its on its way. 

I need to stop the delivery!

The Sky Q  box is now working!

I don't want to lose all my recordings by putting in a new box.

I've been going round and round in circles trying to find a Sky phone number to cancel the delivery - no luck.

Any suggestions?

Thanks in advance...

[Daniel0210]

@skyuser32 

You need to contact Sky asap.

These are the current methods for contacting Sky, and some will be more appropriate than others …

🟧 📞 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 will start automated (aka ‘the bot’) 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 sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟧online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟧Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should 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 or Instagram, (links at the bottom of the forum page).

🟩Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[Laing1 · Accepted solution]

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@skyuser32 wrote:

Long story short - there appeared to be a problem with my Sky Q box. A new one was ordered. I have received messages from DPD and Sky to say its on its way. 

I need to stop the delivery!

The Sky Q  box is now working!

I don't want to lose all my recordings by putting in a new box.

I've been going round and round in circles trying to find a Sky phone number to cancel the delivery - no luck.

Any suggestions?

Thanks in advance...

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@skyuser32 If you can't get through to Sky then the only other thing to do would be to let the DPD driver you don't need the box and refuse the delivery they will return the new box to Sky

[skyuser32]

Many thanks - I finally made contact with Customer  Services. Sheer dogged persistence paid off eventually! They confirmed that the package was beyond the point at which it could be cancelled and that I should just tell DPD to return it to Sky - i.e. not accept delivery.

[skyuser32]

Although this is a different issue to the main topic  - how to cancel a delivery from Sky - I think it's worth highlighting because it illustrates the difference between the main Sky Q box and the minibox.
Why did I think there was a fault with my Sky Q box in the first place, and why was a replacement box ordered after consulting with Sky support?

I had ordered a new TV and was on a temporary arrangement involving a HiSense TV which used to be in the bedroom. This set was previously connected to the Sky Q minibox, and worked perfectly well, so I had no reason to think there was anything wrong with it. However, when moved to the main Sky Q box, it displayed "weak or no signal" when the HDMI cable was connected. I tried several different cables, connecting a different box to the TV's HDMI in, etc etc.  At this point I contacted Sky support, who agreed that there appeared to be a problem with the main Sky Q box and ordered a replacement. When the new TV was delivered I connected it to the Sky Q box, expecting to be disappointed, but no, it worked brilliantly. Those of you who know Sky equipment will already have the explanation. The HiSense tv was HD only - not UHD/4k. The video output from the Sky Q box was still on it's previous setting - UHD/4K. Clearly, the HiSense tv couldn't cope with this input signal, so it just displayed "weak or no signal".  I immediately tried to cancel the delivery of the new Sky Q box but it was too late and had already been sent to DPD. Incidentally, they were perfectly ok with the situation when I told the driver I wasn't accepting delivery and asked for the package to be returned to Sky.......

[TimmyBGood]

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@skyuser32 wrote:

However, when moved to the main Sky Q box, it displayed "weak or no signal" when the HDMI cable was connected. 

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A rather odd message in that situation: more typically a screen would show 'out of range' (although neither is particularly informative as the latter frequently gets misinterpreted as referring to WiFi ; )

[Chodley]

That sounds like it had given up on hdmi and the message was related to an antenna input.