SKY Q installed with 4 year old stock

[David+Igoe]

I had SKY Q 1TB new installation four weeks ago when upgrading from SKY+ and cannot get UHD or HDR working on my TV, I've now found out the box SKY installed is the old hardware version 32C007 from before November 2019 and not capable of UHD or HDR. Why have I been issued old stock and do I have to pay for another SKY Q box?

[lettice]

When you upgraded from Sky+ did you add or ask for uhd on your account?

Its not automatic and you need to add hd and uhd packs to your account.

[nigea99]

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@David+Igoe wrote:

I had SKY Q 1TB new installation four weeks ago when upgrading from SKY+ and cannot get UHD or HDR working on my TV, I've now found out the box SKY installed is the old hardware version 32C007 from before November 2019 and not capable of UHD or HDR. Why have I been issued old stock and do I have to pay for another SKY Q box?

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Unfortunately when SKY do offer the free upgrade they do indeed sometimes  issue the older non UHD boxes unless a deal is done & unfortunately they do usually charge for an uipgrade 

I am sorry & I know  it doesn't help you now but I have tried to help SKY HD users with some notes I have put together regarding switching (which mention this)

SKY +/HD to SKY Q