Q 2tb box 1 of 1st release

[Awall69]

Hi everyone, please be patient with this post as it's a long 1.

having been advised to upgrade bb from 150mbps to 500 mbps to fix pixelated streaming and done this it hasn't worked. Problem persists.

text service with Sky yesterday and I'm now confused.

tech advised a new Q box as current 1 doesn't support HDR and apparently UHD.

Now i have had UHD subscription from February 21 so I was a little miffed I wasn't getting best service. 
contact customer support and honestly it seems like confusion and the run around.

they say my box is UHD .

My question is does anyone know if the original Q 2 terabyte box is UHD and does it support HDR.

hate to think I have been paying 3.5 years for a service I'm not getting.

Thanks

Andrew

[Daniel0210]

@Awall69 

If the box hardware version is 32BOxx like mine from 2019, it's UHD but not HDR compatible.

If the box hardware version is 32B1xx it's UHD and HDR capable. 

[nigea99 · Accepted solution]

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@Awall69 wrote:

Hi everyone, please be patient with this post as it's a long 1.

having been advised to upgrade bb from 150mbps to 500 mbps to fix pixelated streaming and done this it hasn't worked. Problem persists.

text service with Sky yesterday and I'm now confused.

tech advised a new Q box as current 1 doesn't support HDR and apparently UHD.

Now i have had UHD subscription from February 21 so I was a little miffed I wasn't getting best service. 
contact customer support and honestly it seems like confusion and the run around.

they say my box is UHD .

My question is does anyone know if the original Q 2 terabyte box is UHD and does it support HDR.

hate to think I have been paying 3.5 years for a service I'm not getting.

Thanks

Andrew

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hi @Awall69 

the original 2TB boxes support UHD but not HDR:

See - Home - Settings - System Info - Hardware Version

If it is 32Cxxx then you have an older 1TB non-UHD Box
If it is 32B0xxx then you have a (V1) UHD but non HDR 2TB Box
If it is 32B1xxx then you have a (V2) UHD HDR 2TB Box (which has a separate Power supply)
If it is 32B2xxx then you have a (V3) UHD HDR 1TB or 2TB Box

https://www.sky.com/help/articles/check-which-sky-q-box

SKY usually requre an upgrade fee to move from either a non UHD box or a UHD non HDR box to a UHD/HDR box
 

BTW I should add the UHD sub is needed for UHD irrespective of whether it is HDR or not 

[Awall69]

Thank you for answer, yes I have paid for UHD from February 21.

[pd14d]

I think the topic has strayed away from the original question. Just to let you know, up until 1 month ago I was happily viewing UHD (non-HDR) programs via streaming on 75 mbps without any pixelating. I don't think the speed is a problem, it's the quality of your WiFi connection from the Hub to the box. Increasing the download speed will help, but you will be paying an extra cost for that. Is the TV located far from the router (hub) or shielded in someway? 

[Laing1]

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@pd14d wrote:

I think the topic has strayed away from the original question. Just to let you know, up until 1 month ago I was happily viewing UHD (non-HDR) programs via streaming on 75 mbps without any pixelating. I don't think the speed is a problem, it's the quality of your WiFi connection from the Hub to the box. Increasing the download speed will help, but you will be paying an extra cost for that. Is the TV located far from the router (hub) or shielded in someway? 

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@pd14d is this when you are using the apps on the Q box that you are getting the pixelating ?

[Awall69]

Yes, and faster bb hasn't sorted it.

New Q2t box on way hopefully sort it but I'm not so sure it will.

Thanks for your reply 

[Awall69]

Hub behind sky box and both beside tv.

nothing to obstruct view.

thanks for responding 

[Laing1]

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@Awall69 wrote:

Yes, and faster bb hasn't sorted it.

New Q2t box on way hopefully sort it but I'm not so sure it will.

Thanks for your reply 

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@Awall69 there is a known problem that is being looked at by Sky with pixallation on apps through the Q boxes  as in the link below 

https://helpforum.sky.com/t5/Sky-Q/Sky-Q-Apps-pixelating/m-p/4692163#M654135

[pd14d]

@Laing1 I don't get pixellation. I was just trying to explain that it is not the speed but the quality of signal that @Awall69 @was probably experiencing, irrespective of which box he was using. 

[Laing1]

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@pd14d wrote:

@Laing1 I don't get pixellation. I was just trying to explain that it is not the speed but the quality of signal that @Awall69 @was probably experiencing, irrespective of which box he was using. 

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@pd14d as right I was asking as per my previous post there is currently a known problem with pixelation on Q apps that Sky are investigating and looking into a fix for

[Awall69]

Yes i see that now, wonder why Sky tech and customer service don't know about this .

thanks for your help and response