Sky unable to replace faulty box with the correct box

[Nerdrager]

I'm really annoyed with Sky for this ongoing problem caused by their own incompetence and terrible customer service. To be fair, in all my years with them, their customer service has been reasonable to decent, so dunno why it's so bad here.

I had a 2TB v3 Sky Q box for almost 5 years which died a few weeks ago - powered up, but corrupted and locked up display, no response to remote control, hence useless. Turns out the hard disc had failed according to the engineer, after a lot of hard use.

As some may know, there are 3 versions of the Q box, with v3 (32B206) being noticeably better than the other two (list of improvements at bottom, they are not all equivalent). However, after 5 attempts, they've still not managed to send me a v3.

I initially called the tech team and explained that I wanted a v3 replacement, stressing that this was important, anticipating the story I'm about to tell...

Of course, I got a v1 with the silver base (engineer visit and had a real surly attitude, too) and was forced to take that so I could at least watch TV. I called up the tech team again, they understood the problem and sent me another box via DPD, this time a v2. I took that as it was better than the v1. It's a bit flaky though as the picture has a tendency to stutter, which can be temporarily improved by restarting it from the troubleshooting menu. No need to pull the plug.

Called again, they sent an engineer round this time, but had specified a "v3 mini box", so he turned up with a mini box: I actually saw it on his iPad, so not his fault. He was kind enough to let me look in his van for a v3 and he was very pleasant, unlike the other guy, but they were all v1 or v2 boxes. I did see a couple of dusty and battered-looking v3 returns from customers just lying around, so they're still about. I didn't swap out the "temporary" v2. I say it like that as I have a feeling I'm stuck with it, a forced downgrade.

After doggedly trying to get a v3 another couple of times, they still sent v1s and v2s. Even worse, during my last call after swap number 5, two of their tech team agents hung up on me! Not that the line went dead, no, I was transferred without warning to another agent who then immediately answered with the standard greeting to confirm my identity. This is totally unacceptable and I was furious. The third agent didn't hang up on me and said she would leave specific instuctions to deliver a v3 via DPD. Of course, swap 5 was a v1, so I sent it back and still have that slightly flaky v2.

I then made a formal complaint to Sky via their online form about the v3 and customer service issues. Surprisingly, I got a really fast response just a few hours later agreeing that I should have had the v3 box, but then advised me to call the tech team to get one and gave me a direct line to them. Useless, absolutely useless! I'm now so angry and frustrated, I tell you. They gave me some stock apology about the call hangups. Whatever, not surprised really.

So, after complaining, instead of them fixing the problem themselves, they send me back to the same team who couldn't send the right box in the first place! I'm going round in circles here and am starting to despair of ever getting a v3 box. I'm gonna reply to their email and see what happens, but I'm not hopeful. I don't even know if that email address accepts incoming messages. We'll see.

btw, since AI can now write human-like responses, I put it through an AI content checker and guess what? It came back as 100% AI! So, a complaint that by definition can't be fitted into a stock response, is not even being looked at by a human! This beggars belief and explains why I was sent back to the useless tech team and the response was so quick.

I have a nasty feeling that I'm gonna be stuck with a crappy v2 as they just refuse to send me a v3. Reading between the lines, I think this is happening because Sky treat all the versions as if they're equivalent when they're not, so their warehouse just get an order for a 2TB Q box without any notes from the agent I've spoken to who claims to have made them and pick one at random from their stock. v3 boxes are a lot rarer than v1 or v2 according to the first Sky engineer and they're no longer manufactured as Sky Q is being phased out, all are refurbished, so I just keep getting these older ones instead. That's my theory, anyway. Regardless of the reason, it's not acceptable and if I can't resolve it, I'm gonna ask for a reduction in my subscription fee as I'm not getting the full service that I'm paying for. Unfortunately, I can't just quit Sky, because what do I replace Sky with? Virgin isn't an option here and their customer service is even worse. I'm also in a contract, so that would be very tricky to get out of, if even possible.

Finally, so, why is a v3 so much better than than a v1 or v2? Here's why:

• v2 can't access UHD or UHD HDR content on the iPlayer app as it's v3 only. Examples include "Asia" and "Blue Lights". I tried several more, all with the same results, HD only. Hence, I'm not even getting the full Sky Q service with a v2.
• v2 interface animation movement can stutter quite a lot and be quite sluggish, especially when recording, which is unpleasant. v3 is fast and smooth, with minimal stutter.
• v3 is noticeably quieter in operation.
• v3 has an internal power supply, so no untidy and unsightly power brick that can be awkward to position out of sight. This alone makes it immediately recognizable as a v3 as it's the only one with an internal power supply.

[nigea99]

hi @Nerdrager 

Unfortunately SKY do not guarantee any type of box - you do not own the boxes.

As far as SKY systems are concerned the v2 & V3 boxes are the same as both provide UHD/HDR which is what your subscription covers 

Regarding iPlayer - it is extremely likely that your TV has a UHD version of it & we generally advise people to use the TVs own apps as they often better than the SKY Q versions and more likely to be tailored to the TV

BTW Personally I prefer the separate power suplly in the V2 box which keeps the box itself cooler.

[stereohaven]

I feel your pain @Nerdrager, but as @nigea99 correctly points out, Sky will provide whatever they have in stock at the time.

I left in December and got a 2TB v.3 when I decided to rejoin in January (don't ask...), which sadly failed in March, so I now have a silver bottomed v.2 2TB with no UHD iPlayer and a big scratch on the front that appears to have been coloured in with a black marker pen! 🤣

However frustrating this may be, the reality is Sky are unlikely to deliver any new hardware for their satellite service as it reaches end of life over the rest of the decade, boxes have been loaned not bought for a few years now and buried in the terms and conditions it says "you will get what you are given".

All that said, the formal complaint may get you a result, they are pretty good at getting the right outcome in that respect. 

[Chodley]

I wouldn't waste your time calling again. They simply are incapable of doing what you want. I have the same 2TB v3 box and am not looking forward to the day it dies. There's a significant chance I'll cancel Sky then unless Stream has improved.

[Laing1]

@Nerdrager dont really see much incompetence apart from giving you a non HDR box on the first exchange

Sky are under no obligation to replace a V3 box with another V3 box they do state that they will give like for like in regards to UHD and HDR ie if you have a non UHD box you should get a replacement non UHD and if you have a HDR capable box you should get another HDR capable box.

I also believe that V3 boxes are hard to get now 

I've had a V2 box since 2017 when I was given it as part of a trial (I had the original 2TB UHD box)  and still have the box working with no problems at all. 

As others have said the only main difference is the BBC Iplayer is in UHD but I just use my TV and find that most apps anyway run better on the TV.

If you V2 box is playing up then I agree you probably need it changed but the chances are you will get another V2 you may be lucky and get a V3

Edited

as didn't notice the part about sending an engineer with a mini box that is incompetent by the advisor 

[Chodley]

To be fair, saying, "yes we'll do that" repeatedly when it isn't something they can actually do, and booking a (non-existent?) v3 mini box instead bith qualify as fairly incompetent.

The v2 is ok but the v3 has a way smoother UI, much nicer experience.

[lettice]

I had a V2 Sky  Q box for eight years or so, before I moved Feb last year to Sky Stream.

I had no issues at all with that V2 box running with mini boxes always on wifi and plenty of Sky Sports and other HDR.

The V3 boxes are not known to be any different in performance than the V2 boxes.

They did, I expect because of a slight chip set difference, have that change of power source.

It is I expect for Sky, as do many other devices, having multiple/secondary chip sets on their models, used to forego future supply reasons.

The BBC iPlayer was the only ever difference I can recall actually being the only difference.
Not ever seen any reason why that anomoly existed by Sky or the BBC.

As both are UHD/HDR capable boxes, the iPlayer app would generally be on most customers Smart TVs for customers who went for a UHD/HDR Sky box and of course could also easily be sourced  with a Roku and the like, if that is the only concern.
Afraid to say, that in occasions, Sky Q or even Sky Stream/Glass even trying  their hardest to give us all the apps and sources, there will be plenty of us still having to use a Smart Tv, Roku and the like for the odd one or few app/s that Sky do/cannot offer.

As above, supply issues would most proabaly be the cause and will mean that you will not be able to source a specific choice of model, so will have to just let Sky offer a 'like for like' box from an engineer or online 'courier' replacement.

[Nerdrager]

Right, after that useless reply of theirs, I replied to that email about 36 hours ago and haven't yet received a response. Given it's a bank holiday weekend now, I'll give it until Wednesday and if no response then, I'm logging a fresh complaint, referencing this one and see what happens. Another useless AI response, I bet. <rolleyes>

People saying that I should watch iPlayer on the TV to get around a Sky limitation of their own making is a workaround, not a solution and I shouldn't be expected to face this when Sky have a box capable of it.

Turns out that my 2018 Sony UHD TV can't even have iPlayer installed on it, so that's a bust. No, I'm not gonna spend hundreds on a new model for this when I have a perfectly good TV. Just tried iPlayer on the PC and it doesn't give me the option of UHD, let alone HDR. It might offer UHD on my iPhone, but I'm not gonna watch programs on a tiny screen if it does, that's a non-starter. So, it's iPlayer on a v3 box or nothing. Add in the other downgrade of a v2 and you can see why I'm not happy.

This is what bugs me about big corporations, that they can pull stunts like this and get away with it. No, I'm not gonna sue them over it, obviously.

[Chodley]

Or a firestick

Amazed a 2018 TV can't run iPlayer.

[Nerdrager]

@ChodleyI know, right? I reckon it's the DRM and the age of the chipset preventing iPlayer being installed. After your suggestion, I've remembered that I've got an old Amazon Firestick UHD that's been barely used since it was superceded by Sky Q. I'll see if I can get iPlayer UHD on that out of interest, whether I get a v3 or not, but it's a similar age to the TV, so not holding out much hope.

Everybody

Anyway, I got an email reply from complaints and once again it was the same useless reply to call the same useless tech team and yes, it was once again a 100% AI response, so no point continuing down this road. I'll try phoning them to complain, but I don't expect to get any further, to be honest, just gotta try all the avenues before I give up. This so sucks and I'm so frustrated by all this.

I need to get this box replaced with at least a v2 that works a bit better. It's not horrendous though and I can live with it for now.

Right, next update soon, sigh.

[GregT2]

I've been through this, again, with a 2019 Panasonic panel that can do HLG, but the iPlayer app won't support it, nor will my V2 box.

In the end, I bought a Roku 4K stick, that runs iPlayer in 4K with HLG HDR, which cost about £25 off eBay. I have a relatively recent FireTV stick which can't run iPlayer in HLG HDR either, hence going Roku.