Q box won’t take extra mini box

[Mike1965]

I ordered a second mini box and paid the £50 but now it's arrived I find I can't run two simultaneously, even though I asked if I could when I ordered it. Is there a quick fix as I'm now told I have to call next week and pay £99 which is refundable to upgrade my Qbox (and lose all recordings), not sure why when I ordered a second mini box I wasn't told that my current equipment wouldn't take it. Anyone any ideas? 

[nigea99]

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@Mike1965 wrote:

I ordered a second mini box and paid the £50 but now it's arrived I find I can't run two simultaneously, even though I asked if I could when I ordered it. Is there a quick fix as I'm now told I have to call next week and pay £99 which is refundable to upgrade my Qbox (and lose all recordings), not sure why when I ordered a second mini box I wasn't told that my current equipment wouldn't take it. Anyone any ideas? 

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hi @Mike1965 

Check :

Home - Settings - System Info - Hardware Version

If it is 32Cxxx then you have an older 1TB non-UHD Box which only supports one active mini
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

I am afraid there is no fix if you have the older 1TB non UHD box other than  upgrade (which unfortunately they will charge for as you have been informed)

[Daniel0210]

@Mike1965 
You can have a maximum of 4 mini boxes loaned to you by Sky. You can watch Sky content on two minis and the main box at the same time. You may be able to use a 3rd mini box at the same time if you’re using it for one of the apps such as Netflix.

Be aware the original 1TB (non-UHD) Sky Q box only allows one mini to be in use. To check if you have the non UHD 1TB box check in:-
Home - Settings - System Info - Hardware Version
If it shows as 32Cxxx then you have a non UHD 1TB that only supports 1 active mini box.

All 2TBs and the UHD/HDR 1TB permit two mini boxes. Each mini box which is loaned to you may be subject to a one off upfront charge but you only need one Sky Q monthly Multiscreen subscription.

[Mike1965]

Thanks for the prompt response's, looks like I'm going to have to either send it back or upgrade my main box.  I'm more upset that I asked if I needed to upgrade and was told no, I could run 4 mini's but only 2 at the same time but it's 32b007 so guess not! I stressed that I wanted it up and running for the weekend, if I'd been told when ordering it, I could have done the upgrade at the same time, very quick to take my £50 for a piece of equipment that is currently useless and more concerned that I gave a 5 star review for her service, just hoped there may be a quick fix 

[Mike1965]

Sorry it's 32c007 not b

[nigea99 · Accepted solution]

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@Mike1965 wrote:

Thanks for the prompt response's, looks like I'm going to have to either send it back or upgrade my main box.  I'm more upset that I asked if I needed to upgrade and was told no, I could run 4 mini's but only 2 at the same time but it's 32b007 so guess not! I stressed that I wanted it up and running for the weekend, if I'd been told when ordering it, I could have done the upgrade at the same time, very quick to take my £50 for a piece of equipment that is currently useless and more concerned that I gave a 5 star review for her service, just hoped there may be a quick fix 

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Sorry that you were not informed correctly - unfortunately we do find that sometimes the knowledge can be lacking.

I hope you do get it resolved - although it may cost you to do so

[Mike1965]

Thanks for your help, frustrated and annoyed but grateful to you all

[oj01]

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@Mike1965 wrote:

I ordered a second mini box and paid the £50 but now it's arrived I find I can't run two simultaneously, even though I asked if I could when I ordered it. Is there a quick fix as I'm now told I have to call next week and pay £99 which is refundable to upgrade my Qbox (and lose all recordings), not sure why when I ordered a second mini box I wasn't told that my current equipment wouldn't take it. Anyone any ideas? 

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Just checking that this is a typo and you are aware that the £99 is non-refundable 

[Mike1965]

I was told on the phone that it was definitely refundable, hopefully a recorded conversation as I did reiterate this! I'm not hugely confident of the knowledge of the online advisers so far though! They said I could pay £99 refundable or they could escalate it to the rapid response team whereby I wouldn't have to pay anything so I'm not totally convinced by anything they tell me, just this last guy was the only one who has never asked me to give him a 5 star review!!

[PandJ2020]

Any Q hardware fees are definitely NOT refundable no matter what they say....  and all hardware must be returned if you end your subscription 

[TimmyBGood]

@Mike1965 

Unfortunately there's no way to make that change without losing all Recordings.

Fees are definitely not 'refundable'.

[Daniel0210]

@Mike1965 

If you change your main box and Sky arrange a doorstep box swap via DPD, don't forget to remove your viewing card before the original box disappears into the back of a van.