Sky q box missing power cable

[AH121]

My grandad has received a replacement sky q box for his old one

the new one has the orange 5 pin power port but the cable he has is blue figure 8. His new box did not come with a new cable or adapter. 

we spoke with customer service and they have said they cannot send the cable and to buy one but haven't given any advice on where from or what the actual name for the cable/adapter is. 

pretty poor support all round, not factoring in my grandads age

[nigea99 · Accepted solution]

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@AH121 wrote:

My grandad has received a replacement sky q box for his old one

the new one has the orange 5 pin power port but the cable he has is blue figure 8. His new box did not come with a new cable or adapter. 

we spoke with customer service and they have said they cannot send the cable and to buy one but haven't given any advice on where from or what the actual name for the cable/adapter is. 

pretty poor support all round, not factoring in my grandads age

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@AH121  Unfortunately this does often happen that the customers are not expecting it & the couriers do not check the box for the separate power supply needed (usually sent but left in the box)

The adviser is wrong to say buy one as SKY don't actually sell them  (although you may be able to buy one from the likes of ebay) - instead SKY usually send a complete replacement box including power supply .

Thus you/your grandfather will need to get back in contact with SKY to arrange another replacement box  & on receipt double check the box for a power supply or that the replacement box only needs the figurte of 8 (unlikely as most replacement 2TB seem to be th eones that have the separate power supply) 

[MightyQuinn]

Hi @AH121   Unfortunately this is very common on here. With hindsight, we always recommend swapping the power cable as well. Also a reminder to take out the viewing card before it disappears off in the DPD van. He will need a completely new box swap. Time to contact Sky again, hopefully you will get a knowledgable advisor this time.

[Daniel0210]

@AH121 

When boxes are swapped by means of a 'doorstep box swap' we always advise the customer to remove the viewing card from the old box before it disappears into the van and also accept the power cable the courier brings in case it's a different fitting to the one you have already. 

Perhaps he didn't realise the cable was in the box. I can't see a reason why Sky wouldn't send one out again so he perhaps needs to call again.

[Me134]

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@AH121 wrote:

My grandad has received a replacement sky q box for his old one

the new one has the orange 5 pin power port but the cable he has is blue figure 8. His new box did not come with a new cable or adapter. 

we spoke with customer service and they have said they cannot send the cable and to buy one but haven't given any advice on where from or what the actual name for the cable/adapter is. 

pretty poor support all round, not factoring in my grandads age

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That's the same as mine which has an external power supply, Sky should supply this but apparently you can buy them on the likes of Ebay if you're minded.

https://helpforum.sky.com/t5/Sky-Q/Power-source-for-sky-Q-box/m-p/5172423/highlight/true#M721443

[AH121]

Hi yes we have ordered one from ebay and had sky remove the cost off the next bill

[AH121]

Thank you all for your advice. 

we have ordered one from eBay and sky have taken it off next months bill