MySky app has showing incorrect serial number for SKY Q Box

[Marko1970]

Hi All.

When I run the service checker in the MySKY app, it say's the SKY Q box isn't showing any info. I've noticed the app is displaying the incorrect serial number as when I go into settings/system info on the box itself, it's showing a completely different serial number.

Now the box is connected to my hub via Wi-Fi with no issues, but was just womdering why I have this issue and can the serial number be corrected to match the SKY Q box correctly.

Thanks in advance.

[cookiemonsteruk]

@Marko1970 

Do you mean MAC address,

Sky q has different MAC addresses depending on whether you use ethernet or wifi

[Marko1970]

Hey there.

Not, it's nothing to do with the MAC address, just the serial number of the box itself.

[Doc5907]

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@Marko1970 wrote:

Hey there.

Not, it's nothing to do with the MAC address, just the serial number of the box itself.

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Hi @Marko1970 

Where in the Mysky app do you see the Sky Q box serial number as can't find it on mine. Maybe post a screenshot.

[Marko1970]

If you go into Broadband and then service checker, you'll see a placed to click on SKY Q, there you will see the box's serial number (Well the one sky thinks you have)

 

[Doc5907]

@Marko1970 

I see what you mean. Mine is also different but if everything is working ok i wouldn't really worry about.

Edit: Its probably worth giving Sky a call as to why yours says isn't showing any information as mine does show all the information.

[MightyQuinn]

Hi @Marko1970   If you are talking about the B40218... number. Then clearly that is not a serial number, it is too long. I have just checked mine and it doesn't match anything, probably an internal reference at Sky.

[Doc5907]

@Marko1970 

Just another thought. If you haven't already, reboot your sky Q by switching off at the wall for 30 seconds and restarting, then check mysky app.

A few weeks ago my q box didn't even show up on devices (though was working fine) as connected but then showed after reboot.

[brianbeag]

I have the same issue on both the Sky Q box and Sky Q mini box. Both are connected but the serial numbers in the app do not match those in the Settings > System Information. Been on hold now with Sky for 73 minutes. Shambolic customer service!! 

[Jimmer007]

I have the same issue, tried all the steps. Called SKy this norming, they were less than helpful. Opened a complaint and closed it straight away after saying i should unistall and reinstall the mysky app. 

Has anyone actually managed to fix it? I think the Service checker could actually be useful, if it managed to link to my Sky Q box!! 

[brianbeag]

I managed to speak to Sky. They said there were two numbers. I got him to read both out in full and they were correct. He had no rational explanation as to why. I pointed out this needs to be reflected in the MySky app as it was showing the Sky Q box wasn't connected when it clearly was. Uninstalling and reinstalling the app doesn't resolve the issue. I asked him to raise it as a technical issue. I've not received any update. 

[Jimmer007]

thanks for replying. Please update if you get a solution! 

[Justplumb]

Hi , how did you go about changing the serial number in the app ?? 

thanks

[MightyQuinn]

Hi @Justplumb   What it shows in the App is meaningless, mine shows just a Mini box, whereas I obviously have a Main box, plus two Mini boxes. Real numbers can be found Here

[Jimmer007]

In the app the serial number matches what's on the sticker underneath the sky box -  not what's in the settings.  

also it turned out I had a faulty main Q box, sky replaced that and everything is working now.