Sky Q UHD - Correct Box?

[FraserL1]

Hi all 

I've been in contact wit sky via chat and by phone. From what I have read on this forum my sky box is UHD ready (32B212). It even lets me select 2k UHD form the visual settings. 

Sky keeps telling me that my box isn't UHD ready. They are looking for £99 for an upgraded box. 

Has anyone else had this problem? I'm hesitant to purchase a new box when I'm almost sure the one I have is compatible. 

Thaks in advance! 

[MightyQuinn]

Hi @FraserL1   Your 32B2xx box is the latest UHD HDR box so definitely compatible with UHD. Just checking that Sky loaned you the box, and you didn't acquire it elsewhere.

[FraserL1]

Hi MightyQuinn

Thanks for the reply, yeah the box is from sky. It was actually a replacement from sky for a faulty box. 

im having trouble letting sky know this though, having given them the serial number and hardware version 

[MightyQuinn]

Hi @FraserL1   Does your box match Sky records https://www.sky.com/help/articles/sky-q-wont-turn-on

[FraserL1]

it does not! The serial numbers are different. That explains why.

Any idea on how I go about getting this updated? 

@MightyQuinn 

[Laing1]

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@FraserL1 wrote:

Hi MightyQuinn

Thanks for the reply, yeah the box is from sky. It was actually a replacement from sky for a faulty box. 

im having trouble letting sky know this though, having given them the serial number and hardware version 

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@FraserL1 Just wondering if Sky still have the old box (was this by chance a non UHD box?) registered against you and didn't update their records when the new box was sent out 

edited as i see you have confirmed this whilst i was typing lol 

All you can do is keep onat Sky to change the details on your account 

[FraserL1]

I think that's what's happened here, the old box was non-uhd! 

I'll get onto them, cheers folks 

[FraserL1]

So, I spoke to Sky via the web chat. The agent said that my box isn't UHD compatible. He compared the serial number and said it matches the one on the box. 

They said "The number you've provided above is the serial number of the box, while the number you shared earlier is the NDS number for the same device." 

strange one, I though all of the devices 32B2XX were UHD

[nigea99]

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@FraserL1 wrote:

So, I spoke to Sky via the web chat. The agent said that my box isn't UHD compatible. He compared the serial number and said it matches the one on the box. 

They said "The number you've provided above is the serial number of the box, while the number you shared earlier is the NDS number for the same device." 

strange one, I though all of the devices 32B2XX were UHD

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Hi @FraserL1 

They are

It sounds like their records are a little screwed up

Just out of interest what is the problem - is it they won;t let you have the UHD subscription without paying for an upgraded box or just you can't set it to 2160p ?

[FraserL1]

Hi @nigea99 

They won't allow me to take out the UHD addon without purchasing a new box. 

It lets me set the output to UHD, however I'm guessing that's not including the sports (which is the main thing I'm looking for). 

[nigea99]

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@FraserL1 wrote:

Hi @nigea99 

They won't allow me to take out the UHD addon without purchasing a new box. 

It lets me set the output to UHD, however I'm guessing that's not including the sports (which is the main thing I'm looking for). 

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hi @FraserL1 

hmm - SKY do seem to do their best to charge for upgrades, which if you had your original box, or it had been switched like for like, you would definitely needed to be able to get UHD.

As they switched the box during replacement, I guess it can be argued either way. 

That said they should not be telling you that your current box is not UHD capable when it is

Maybe they will believe you that your current box is UHD capable if you take a pic of the Hardware version screen and the Screen resolution setting screen. Maybe if they admit you have a UHD box they will let you upgrade your sub without charging you a box upgrade fee.

Best of luck 

BTW seeting the resolution of the box to 2160 means the box is upscaling rather than the TV 

For SKY UHD content you do need the UHD sub, although if you have UHD subs on any of the apps you should be able to use them (although I always recommend users to use their TV's own apps, or other devices such as Firesticks as the SKY Q tech is old) 

[MightyQuinn]

Hi @FraserL1   You could try putting in a Complaint, showing the evidence that it is a UHD box.