Sky Q ultra HD

[REC1]

Upgraded to Sky Q cannot receive Ultra HD sky engineer said the HDMI lead was faulty not so, changed the same!

[nigea99]

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@REC1 wrote:

Upgraded to Sky Q cannot receive Ultra HD sky engineer said the HDMI lead was faulty not so, changed the same!

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hi @REC1 

Check which box you have :

Home - Settings - System Info - Hardware Version
If it is 32Cxxx then you have an older 1TB non-UHD Box
If it is 32B0xxx then you have a (V1) UHD but non HDR 2TB Box
If it is 32B1xxx then you have a (V2) UHD HDR 2TB Box (which has a separate Power supply)
If it is 32B2xxx then you have a (V3) UHD HDR 1TB or 2TB Box

https://www.sky.com/help/articles/check-which-sky-q-box

If you have a non UHD box & wish to upgrade  you will need to call SKY - there will usually be a fee of around £100 although it can be lower

To watch SKY content in 4K you also need the UHD add on

If you do have a UHD box then be let us know what make & model of TV for us to give more advice

[oldfella]

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@REC1 wrote:

Upgraded to Sky Q cannot receive Ultra HD sky engineer said the HDMI lead was faulty not so, changed the same!

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Hi @REC1 

Have you set your Q box to 2160p resolution.

Also your Television set needs the Q HDMI input set to receive UHD.

See following help link

https://www.sky.com/help/articles/setting-up-ultra-hd

[REC1]

I have not changed anything on the box assuming the engineer would have done all that. he said the lead was fauly

[PandJ2020]

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@REC1 wrote:

I have not changed anything on the box assuming the engineer would have done all that. he said the lead was fauly

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Never assume... But do check the hardware version table above and bear in mind you also need a HD and UHD subscription to get any native material in UHD...  (The output needs to be 2160P of course)

[Chodley]

I assume the installer tried to set the box to 2160p and it didn't work hence their suspicion of the cable. If so that would suggest the box is UHD capable.

Changed the HDMI lead to what?

[REC1]

To another HDMI lead so eliminated the lead as faulty. 

[PandJ2020]

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@REC1 wrote:

To another HDMI lead so eliminated the lead as faulty. 

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And your hw version is?  And can you select 2160P in display settings?  Can the TV receive 4K in the used port?

[Mister_Dalek]

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@REC1 wrote:

To another HDMI lead so eliminated the lead as faulty. 

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Not all HDMI cables are the same. You need to use at least a high speed HDMI 2.0 cable which has sufficient bandwidth to transfer UHD and HDR content between the Q box and your TV. 

[REC1]

Check all that as been asked and have a 4k Sony the HDMI lead is a 4k high speed cable.

On some programmes it comes on top left "to watch in UHD press red button" doing that only brings up a message saying there is a technical problem please try later!

Why does sky not have its own tech help or a engineers service rather than a community of helpers. Surely paying over a £1000 a year and have done for over 20 years would expect service direct from them? Also supposingly being a VIP customer or is that just a marketing ploy.....

[PandJ2020]

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@REC1 wrote:

Why does sky not have its own tech help or a engineers service rather than a community of helpers. Surely paying over a £1000 a year and have done for over 20 years would expect service direct from them?

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They do, but you'll have to call to arrange a visit.

There's only so much we can do...

[REC1]

cheers all