New Q box pulls down software update but falls at the last

[Q-tips]

I was (still) getting video glitches on the replacement (32B12C) Q box installed by the Sky engineer last week which was running software version Q210.000.06.03L. I rang Sky and they said I should have the latest vQ220 software so I proceeded to initiate the download, which took over 20 minutes to arrive.

It eventually told me to put the box into standby so as to activate the new software but when the picture came back, the settings still showed the previous software version. I power cycled the box and still no sign of the new software.

Worse, when I again tried to initiate the software download, the whole process repeated with the same result.

Any idea why this isn't working? Is it a faulty box? Sky advised me to wait a while to see if the box reported the new software number but, after 24 hours, it clearly isn't going to.

[I also noticed that it always displays the green status light even when I try to put it in standby via the remote so I can only get the orange standby light by physically pressing the button on the box. And I also found that the EPG channel guide always shows my Favourites even when I switch it to show 'All channels'.]

[Daniel0210]

@Q-tips 

Software updates are rolled out in stages. I haven't had mine yet and still on Q210. Until the vast majority of Sky Q customers have had the update you can't normally force an update. 

[Q-tips]

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@Daniel0210 wrote:

@Q-tips 

Software updates are rolled out in stages. I haven't had mine yet and still on Q210. Until the vast majority of Sky Q customers have had the update you can't normally force an update. 

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But in that scenario, I presumably wouldn't be able to initiate the download?

[Invisiblename]

@Q-tips  You can't 'force' an update to your box unless either you're on the current wave of customers getting it, or the saturation level of customers updated has reached a level (unknown how many) that Sky release it to the all.  I suspect that the customer service team incorrectly suggested that you were 'on the list'

[xenon81 · Accepted solution]

The box will still appear to download the update, but really it is just downloading and re-installing the current version (Q21). Q22 is not available to manually download yet.

[Q-tips]

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@xenon81 wrote:

The box will still appear to download the update, but really it is just downloading and re-installing the current version (Q21). Q22 is not available to manually download yet.

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Thanks - that sounds like the right answer but why no initial handshake to prevent mugs like me wasting time with the download?