Replacement q box won’t accept viewing card

[TheDoctor667]

So now I have a Sky Q box and a very expensive subscription that I can't access. 
There also appears to be no way to actually speak with a real person. 
the AI nonsense just goes round in circles asking about switching the box in or checking the plug socket. 
very frustrating 

[Me134]

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@TheDoctor667 wrote:

So now I have a Sky Q box and a very expensive subscription that I can't access. 
There also appears to be no way to actually speak with a real person. 
the AI nonsense just goes round in circles asking about switching the box in or checking the plug socket. 
very frustrating 

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Settings > System Info and select the VCN option, that should give you an option for a "callback" (not a phone call, just a confusing technical term). I seem to recall that there's an issue with HD boxes and pairing, I'm not 100% if this applies to the Q box.

[TheDoctor667]

It's a physical inability to accept the card. It goes into the slot, but doesn't retain the card. There is no 'click' as usual and the card just comes back out by about 1.5 cm. 
In this position it isn't engaging with the reader in the box. 
I've seen suggestions to turn it off at the mains and reset, but that didn't do anything. 
very frustrating as I've now lost all my recordings due to the box swap and now can't access any of my paid for Sky subscriptions. 
I've also lost the ability to download all the apps, so currently no NetFlix, Apple, Disney etc via the TV. 

[Me134]

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@TheDoctor667 wrote:

It's a physical inability to accept the card. It goes into the slot, but doesn't retain the card. There is no 'click' as usual and the card just comes back out by about 1.5 cm. 
In this position it isn't engaging with the reader in the box. 
I've seen suggestions to turn it off at the mains and reset, but that didn't do anything. 
very frustrating as I've now lost all my recordings due to the box swap and now can't access any of my paid for Sky subscriptions. 
I've also lost the ability to download all the apps, so currently no NetFlix, Apple, Disney etc via the TV. 

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Ah, are you making sure that it's being pushed all the way in, it does go in surprisingly deeply. Fat finger syndrome or long fingernails can come into play here.

[Laing1]

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@TheDoctor667 wrote:

It's a physical inability to accept the card. It goes into the slot, but doesn't retain the card. There is no 'click' as usual and the card just comes back out by about 1.5 cm. 
In this position it isn't engaging with the reader in the box. 
I've seen suggestions to turn it off at the mains and reset, but that didn't do anything. 
very frustrating as I've now lost all my recordings due to the box swap and now can't access any of my paid for Sky subscriptions. 
I've also lost the ability to download all the apps, so currently no NetFlix, Apple, Disney etc via the TV. 

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@TheDoctor667 it could also be the spring in the mechanism that holds it in has broken,  I'd suggest contacting Sky for a replacement box I can escalate this to Sky for you. If you would like me to.

Some people have found pushing the card in and putting a bit tape over the end of the card to hold it in as a work around until a replacement box is supplied 

[TheDoctor667 · Accepted solution]

Another replacement box is in its way.