Ultra HD MYSKY_1999

[marina18091989]

I am trying t download ultra HD on my SKY Q box but it keeps coming up with this error message, MYSKY_1999. Can anyone help? Its frustrating you cant talk to anyone or go online chat. 

[Padam_Padam]

Check that your Q box is still set to output 2160P on the video settings. 

Is your UHD add-on still active on your subscription? 

Also try rebooting your box by turning it off at the wall for a minute or two then power it back on. A reboot sometimes helps clear such issues. 

[marina18091989]

thank you. I will try this. I am trying to subscribe to it through MySky on the TV and it isnt working. SO I have no subscription but trying to add it on. 

[oldfella]

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@marina18091989 wrote:

thank you. I will try this. I am trying to subscribe to it through MySky on the TV and it isnt working. SO I have no subscription but trying to add it on. 

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Hi @marina18091989 

Best option when upgrading is speak to Sky directly.

Firstly some upgrades are not available online and secondly you may be able to negotiate a deal.

If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

[Martyn+Jones]

I called and was told I couldn't update mine as mine was a 1tb Q box and its only supported through a 2tb box - and £99 to upgrade the box

[MightyQuinn]

Hi @Martyn+Jones   The important thing is the hardware version. It sounds like you have a 32Cxxx box. The latest 1TB box, 32B2xx supports UHD & HDR. So the advisor was mistaken, it is not just the 2TB box.