Sky Q Software Update

[nigea99]

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@Roger+Simonite wrote:

After completing all of your requests made, the Sky Q Mini, still does not work,  stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

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Have you tried using your TV remote - that last  message is not from the SKY Mini

BTW We are just other customers

[TimmyBGood]

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@Roger+Simonite wrote:

Can I ask that a engineer is requested to attend (FOC) to rectifying the problem

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That probably won't happen: Sky typically resolves hardware issues with Mini boxes through simply swapping them out by doorstep courier delivery.  To book this you'll need to have a fault logged which isn't otherwise solvable.

[xenon81]

Even if the Sky Mini box is replaced the TV will still need a software update! 😉

[Chodley]

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@Roger+Simonite wrote:

After completing all of your requests made, the Sky Q Mini, still does not work,  stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

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Which of your previous screen photos is happening now?

Because your 2nd photo is nothing to do with Sky, it shows a TV firmware update being needed, with a working Sky signal/image behind it. It looks like a different TV, is that the main Q box?

[Invisiblename]

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@Roger+Simonite wrote:

After completing all of your requests made, the Sky Q Mini, still does not work,  stating that a software update is still required. Can I ask that a engineer is requested to attend (FOC) to rectifying the problem, otherwise I will cancel my contract. I have done more than enough to address this issue and now have become very frustrated. Roger

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You are not talking to Sky, we are all fellow users trying to help you.  As advised TWICE, the TV software update can only be accepted if you use your TV remote.

[SlenderRobert]

@Roger+Simonite 

As everyone is stating - you need to use the remote control that came with the TV (it looks like a Samsung from your second photo) and not the remote for the Sky Q box to navigate and select that software update message. 

Once the TV has completed its update the message will disappear and you can return to using your Sky remote. 

[Roger+Simonite]

 The problem I have is with the Sky mini upstairs, not the Samsung downstairs. The Samsung is working correctly, although if the random message does come up again ( which currently it hasn't) I will act in accordance with your advice. I still reiterate regardless of all the previous instructions the Sky Mini still displays the above message. I'm unable to change the image shown above.

[nigea99]

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@Roger+Simonite wrote:

 The problem I have is with the Sky mini upstairs, not the Samsung downstairs. The Samsung is working correctly, although if the random message does come up again ( which currently it hasn't) I will act in accordance with your advice. I still reiterate regardless of all the previous instructions the Sky Mini still displays the above message. I'm unable to change the image shown above.

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hi @Roger+Simonite 

I have escalated your post to the SKY team that assist customers from these groups who, hopefully, will be in touch.

I am not 100% sure they can directly assist but may be able - if not they can point you to those that can help

Please see this link re the escalation and what you might see:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

Edit: BTW - Sorry that your 2nd image - from your Samsung TV - confused us

[nigea99]

hi again @Roger+Simonite 

I have been having a further think  about your 2nd image (post 10) 

If we ignore the TV's prompt to upgrade,  was the image in the background the SKY Mini  when it was near your Main box - i.e. did the mini get past the Software update message in the other image & the video ?

[Chodley]

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@Roger+Simonite wrote:

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It is a really weird problem (and you sound exasperated 🙂 ). Hopefully the Sky chat bods can help. Might need a new mini.

Does holding the power button on the front of the box for 30 seconds reset it? Does it come back to the same screen?

normally I'd suggest resetting the remote by pressing 1&3 together in case it's not talking to the mini but I don't think it will work when it's stuck in that mode.

[Chodley]

Knackered box I reckon. Not able to write to its internal storage properly or something.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Roger+Simonite an invite to chat.

[Roger+Simonite]

So how do I go about getting a replacement Sky Mini box ?