Sky Q Withdrawn Service

[Frustrated19]

My Sky HD+ Box faiiled on the 11/7 /2024.

SKy gave me no alternative to upgrade to SKy Q with the frst available Engineer date of 23rd Aug

Having been a customer of Sky for in excess of 25 years not very impressed !

Fast Forward to 23 Aug , Engineer called , all set up . Happy viewing again .

Until 3 hours later when I had a message 

"We've withdrawn service on your SkyQ Box

To Return see Sky.com/Qwithdrawal "

The relevant WebPage talks about reinstating your account or alternatively returnig the Sky Q equipment to Sky..

I telephoned Sky , gave them all the details , they confirmed my account was all okay and up to date .

They then started to give me possible solutions none of which worked so an  Enginer visit was booked for Sept 14th .

I really didnt want to wait another 3 weeks , after waiting 6 weeks so I searched Google and managed to get the Channels back ( maybe by luck rather than knowing what I was doing ) but after 3-4 hours the error reoccurred , did another reset then approx 3 -4 hours later the same thing happened. , ther error happened again.

I wonder : Has any any one had similiar happen to them please  ? or does anyone know if Sky sends messages to its boxes which would explain why the error code keeps reocurring please

Having waited 6 weeks for this installation and now spent many many hours on the phone to Sky jabout the SkyQ problem just desperate to sort it out 

[twilight+princess]

Are the Sky bills paid up to date?
Have you tried removing the viewing card & ensuring it is inserted correctly/fully?

[Frustrated19]

Thank youi for your reply

I haven't  missed a payment in all the time I have been with Sky ,in excess of 25 Years.

The Viewing Card was originally inserted by the Engineer on Set-Up but I have taken it out and reserted it just in case

It doesn't really explain why it works for 3-4 hours before the error re-occurs

Maybe its just a case of a faulty box and I've been unlucky

[Chodley]

This is pretty unique! I've escalated it to Sky, they should invite you to a 1:1 chat, look out for a colourful chat bubble.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Frustrated19.

[Frustrated19]

Thank you

[Frustrated19]

@Chodley Thank you

[twilight+princess]

Seems others are having the same problem as I've seen 1 or 2 posts here & on Reddit about this.

[Frustrated19]

@twilight+princess 

Thank you for that info .  I have been out all day today but am due to talk to the Sky Expert tomorrow afternoon 

[twilight+princess]

I hope there's a solution.

[Frustrated19]

@twilight+princess 

Thank you for your interest,

Yes ,   it has been working for the last 2 days and hopefully solved ( fingers crossed )

The chat with the Sky Expert was very helpful , there appeared to be a glitch with my account which hopefully has been resolved  but am unsure why the errror message ocurred or what solution was administered . I am just thankful that all seems okay..

I am still in Chat contact with Sky for the next day or so to ensure it doesnt re-occur.

Have a good day.

[twilight+princess]

Good to hear things are working well now.

[Zaz87]

I have the same issue but no one can find the solution.

can you help with that the account issue was so i can share it with sky to resolve it?

everything looks good but keep getting the error message "we've withdrawn service on your sky q box"

[Frustrated19]

Hi @Zaz87 

I am sorry but I dont know what the actual issue was but it did take a few days to discover and solve.

When I posted  my query here another Member of the Community escalated my query to Sky and I was sent a link to a Chat session

with a Sky Expert who was vewry helpful.

Good luck 

[twilight+princess]

@Zaz87  I've escalated your post so look out for a chat invite (chat icon) & click on the icon to accept the chat.