Sky Q going in the bin.

[NunkieMark]

Hello, I'm ready for throwing my Sky Q box in the bin and cancelling everything. I'm paying for UHD but can't view it, every time I'm told to upgrade. It's been going on for over 4 months now. I've lost patience with customer services. All the settings are corrrect and I've done everything else they've asked me to do. I still get the same message, I'd appreciate any help anyone can offer please. 

[Laing1]

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@NunkieMark wrote:

Hello, I'm ready for throwing my Sky Q box in the bin and cancelling everything. I'm paying for UHD but can't view it, every time I'm told to upgrade. It's been going on for over 4 months now. I've lost patience with customer services. All the settings are corrrect and I've done everything else they've asked me to do. I still get the same message, I'd appreciate any help anyone can offer please. 

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@NunkieMark can you tell us what exactly the problem is what error messages you are seeing and what you have tried can you also let us know what version of Sky Q box you have by looking at the link below and what TV make and model you have 

https://www.sky.com/help/articles/sky-software-updates

[NunkieMark]

Hello it's hardware version 32B212, Sky Q 1TB ,  Sony TV. 

[NunkieMark]

Just keeps saying I need to upgrade to UHD but I've been paying for it for months

[Laing1]

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@NunkieMark wrote:

Just keeps saying I need to upgrade to UHD but I've been paying for it for months

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@NunkieMark and do you have the resolution in settings > audio visual set to 2160 ?

what model is the sony TV

you do definately pay for Sky HD and Sky UHD subscription  to be clear you need to pay for both 

[nigea99]

hi @NunkieMark 

What are you trying to watch is it one of the sports channels & is it when going to say SKy Sports ME UHD or is it when pressing the red button  - or is it just with Movies or entertainment downloads  ?

[NunkieMark]

It's Sky Sports

[NunkieMark]

All the settings are correct. It's a Sony KD-49XG9005

[nigea99]

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@NunkieMark wrote:

It's Sky Sports

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Do you have the full SKY Sports pack or just  one of the football channels ?

Also please can you advise if you are in the UK or Ireland ?

[NunkieMark]

Hello, full Sky Sports and I live in England. 

[oldfella]

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@NunkieMark wrote:

Hello, full Sky Sports and I live in England. 

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Hi @NunkieMark 

Is the Sony HDMI input still set to Enhanced

[nigea99]

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@NunkieMark wrote:

Hello, full Sky Sports and I live in England. 

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I have escalated your post to a SKY support team, who, hopefully, will be in touch.

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#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' 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

[Greenfingers001]

Thanks for escalating this. We’ve sent @NunkieMark an invite to chat.

[NunkieMark]

Thank you for your help 

[Lisa-P1987]

Thanks for chatting to us @NunkieMark . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks