Sky Q and Sky go and also Apps

[LynnRatcliffe]

Sky have messed us around now for past 6 weeks 

initially our original hub dropped internet connection 

sky sent out a new card

failing to arrive for two weeks 

then this didn't work so Sky sent another viewing card, 

this wasn't recognised by the replacement box sky had sent, despite being told by tech team it's all set up.

new machine didn't recognise cards.

engineer eventually comes out after being passed literally all round the world of tech help.

engineer states replacement box faulty- goes off comes back with new box, installs card. All programs now work but No Apps??? He states it will start working within 7 days.

we call tech department who state that's false info, and proceed to try and refresh every way possible stating they are showing on our account!

well there is nothing on our TV when you click apps.

this despite having Ethernet hard wired broadband 

sky go has an X next to it and will not re activate 

along with Sky Q has X next to it and again will not reactivate 

despite all tech telephone help, it doesn't work and they are making every excuse not to send out another engineer in person 

we have been a loyal sky customer for 22 years and this is how we are treated !

[oldfella]

Hi @LynnRatcliffe 

First thing to do whenever you receive a new box is to check the the Software is up to date.

Any Q box (including minis) may require a manual software update at times.
For example a replacement Q box or mini or any box that is powered off when an update is released.
However bear if mind that when you select Setup (in Setting - System info - Software version) the message received will always be update this box with the latest software even if the box is already on the latest version.
Updating when already on the latest version achieves nothing and the box software is not refreshed.
All Q boxes and minis should be on the same software version.
See following links for latest Software versions and how to update Q software
https://www.sky.com/help/articles/sky-software-updates

https://www.sky.com/help/articles/updating-sky-box-software.

If Apps are missing and the box is on the latest software try refreshing the Apps in the Hidden menu.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Select Apps 
then highlight Refresh all Apps on this box.
You'll see a message that says, 'Your apps are being refreshed'. This will stay on screen until you press Dismiss to return to normal viewing
It’s recommended waiting at least 5 minutes before doing so.

Refresh Apps can take up to 24 hrs to complete .