UHD/HDR - Netflix - 32BO64 box

[phil+mo]

So this is frustrating.

Called Sky last week and upgraded my subscription to Ultra HD (having just ordered a 4k tv) and and also added Ultimate TV add on (for Netflix).

I have  a direct Netflix account (HD £10.99) so it was false economy to not upgrade via Sky - and with the Ultra add on I would also benefit from Netflix 4k too (so no need to pay Netflix another £6).

My Skq Q box is model 32BO64, so I was told for both UHD and Netflix in general that I would get the increased resolution but due to my box not HDR.

My TV then arrived and I have not been able to get 4k on Netflix (via sky).

After an hour on the phone to customer services yesterday, going through half a dozen possible fixes I was then told, ahh its your box. And the solution was to pay £99 to update the box which I don't think is reasonble. 

So contact ends in July of next year, so I guess my option is to cancel the sky upgrade - sit it out and move away next year. It was dissapointing that the adviser could not offer any flexibility - but would 'try' to escalate it, but I have been there before.

I am not sure if anyone else has been through this or has advice how to move this forward.

Thanks

[oldfella]

Your choice entirely @phil+mo 

Certainly there is always a charge from Sky to upgrade to an UHD or HDR main Q box.

[PandJ2020]

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@phil+mo wrote:

...how to move this forward.

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Pay the upgrade fee or not - they are unlikely to budge on this position.

[nigea99]

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@phil+mo wrote:

So this is frustrating.

Called Sky last week and upgraded my subscription to Ultra HD (having just ordered a 4k tv) and and also added Ultimate TV add on (for Netflix).

I have  a direct Netflix account (HD £10.99) so it was false economy to not upgrade via Sky - and with the Ultra add on I would also benefit from Netflix 4k too (so no need to pay Netflix another £6).

My Skq Q box is model 32BO64, so I was told for both UHD and Netflix in general that I would get the increased resolution but due to my box not HDR.

My TV then arrived and I have not been able to get 4k on Netflix (via sky).

After an hour on the phone to customer services yesterday, going through half a dozen possible fixes I was then told, ahh its your box. And the solution was to pay £99 to update the box which I don't think is reasonble. 

So contact ends in July of next year, so I guess my option is to cancel the sky upgrade - sit it out and move away next year. It was dissapointing that the adviser could not offer any flexibility - but would 'try' to escalate it, but I have been there before.

I am not sure if anyone else has been through this or has advice how to move this forward.

Thanks

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HI @phil+mo 

I know this may not be perfect for you but  although your current SKY Q box does not let you watch Netflix in UHD HDR by having the SKY UHD add on it does then enable you to watch Netflix in HDR on your TVs own app or on other devices such as Apple TV boxes & Firestick 4Ks

Paying via SKY may still be cheaper than paying Netflix Direct - especially if you already had the HD add  on - even if you don't watch in UH via the SKY box

We do generally recommend people use their own TV's apps as these are often better - Netflix & Disney + (& occasionally Amazon Prime) use Dolby Vision which is generally considered a better version of HDR - I tend to only use the apps on SKY Q to check things out

BTW the standard upgrade cost is £99 but this is usually for an engineer upgrade -which can often be cheaper for a 'self install' - so if you do still want an HDR box it is worth checking again to see if they can offer the self install option for a cheaper price

[phil+mo]

Hi @nigea99 

Thanks for your reply.

My direct Netflix account is at HD only, and even though I have signed up with sky the direct Netflix account (at UHD/HDR) it is still showing as HD standard only, so I cannot get 4k/hdr on my TV app.

I am using TV apps for other apps, and can see the benefits with Amazon/Disney etc, but as above cannot get the benefits on my TV with Netflix.

There used to be a link to order an updated box for self install, I recall before it was half the price.

Any ideas I go about doing that ? There used to be an option on Sky Q in the store, but I cannot find it there.

Thanks

[oldfella]

Hi @phil+mo 

Only way to upgrade your Q box is to contact Sky directly unfortunately.

[nigea99]

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@phil+mo wrote:

Hi @nigea99 

Thanks for your reply.

My direct Netflix account is at HD only, and even though I have signed up with sky the direct Netflix account (at UHD/HDR) it is still showing as HD standard only, so I cannot get 4k/hdr on my TV app.

I am using TV apps for other apps, and can see the benefits with Amazon/Disney etc, but as above cannot get the benefits on my TV with Netflix.

There used to be a link to order an updated box for self install, I recall before it was half the price.

Any ideas I go about doing that ? There used to be an option on Sky Q in the store, but I cannot find it there.

Thanks

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hi @phil+mo 

If you have logged in to the SKY Box having taken out the Ultimate TV upgrade then your existing netflix account should have migrated accross  & thus allow you to watch in 4K on your TV- see this page:

https://www.sky.com/help/home/sky-apps/tv-apps-on-my-sky-q-box/articles/apps-on-sky-q-and-glass-usin...

If you used a different email address then it is possible that your existing account has not migrated

I am afarid I am not an expert in this area so if it has not migrated correctly please see this page and any others it links to it & maybe ask here in case others know more - alternatively contact SKY and/or Netflix

BTW the links for a upgrade using self install were removed a couple of years ago when there was a shortage of 2TB boxes and not re-instated when they came back in stock

[phil+mo]

Hi nigea99

I use the same email address on Sky and Netflix directly, so maybe someone else will pick up this post and be able to help.

I will also contact Netlix chat to see if they can help.

Thanks 

[phil+mo]

Sorted - I did a live chat with Netflix and after re-checking they were holding an account with an old email address on, after an hour of back and forth it was linked (had to log in and out again via Sky ).

I will not bother with the new box now - and will access via the TV app.

Thanks all for your help.

[nigea99]

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@phil+mo wrote:

Sorted - I did a live chat with Netflix and after re-checking they were holding an account with an old email address on, after an hour of back and forth it was linked (had to log in and out again via Sky ).

I will not bother with the new box now - and will access via the TV app.

Thanks all for your help.

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Glad you managed to get it sorted

[PandJ2020]

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@phil+mo wrote:

I will not bother with the new box now - and will access via the TV app.

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Which is wise as this gives the best quality.  (Bear in mind you can still use that app even if you pay Sky)