We need a new SkyQ box

[Bev5809]

We just require a new box. Ours is years old and just need a new one....help please 

[oldfella]

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@Bev5809 wrote:

We just require a new box. Ours is years old and just need a new one....help please 

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You need to speak directly to Sky @Bev5809 .

Just for information all Q boxes are years old with new boxes not being produced.

[Invisiblename]

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@Bev5809 wrote:

We just require a new box. Ours is years old and just need a new one....help please 

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What is actually wrong with your current box?

[Bev5809]

Thank you for trying to help me.... it keeps cutting out and has to be reset as well as the sound keeps going.

I have tried the number as directed but keep getting signposted to this forum.

As VIP customers for more than 11 years - we have been really happy - we just need a replacement.

I am a pensioner and finding this all very difficult..... I just want to talk to someone and get a box ordered.

[MightyQuinn]

Hi @Bev5809   Please see the Welcome below. The ony way to talk to Sky is to telephone. We are just other customers. Try not responding to the telephone prompts, stay silent.

[Bev5809]

Thank you... I will try this. Really helpful.

[stereohaven]

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@Bev5809 wrote:

Thank you... I will try this. Really helpful.

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You don't have to call if you don't want to (or if you have trouble getting through), you can login to Sky and follow this flow:

https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q/fixing-q-equipment 

I have had to do this twice, a new box is dispatched via DHL (with instructions), all you need to do is swap it on the doorstep and plug the new one in yourself.

If this is offered as an option, it is often much quicker than waiting for an engineer. (2 - 3 days v. 2 - 3 weeks). Just depends how comfortable you are changing the box yourself 👍🏻

[lettice]

@Bev5809 

If you do go for a doorstep swap of your Sky Q box as mentioned above.

Make sure you keep hold of your current Sky viewing card. You will need that card for your replacement box.

[Bev5809]

Thank you so much... so helpful x

[Bev5809]

Thank you so much. This forum has been so helpful.

[Bev5809]

Hello . Thank you for this. I have followed the link but it isn't signposting me to just get a new SkyQ box... ours is 11 years old and just not fit for purpose ... it keeps failing and keeps losing sound.. 

we just need to speak to someone and have also tried ignoring prompts to no avail... it just signposts me to log in to the app or to this forum.... no opportunity to talk to anyone..

it's quite shocking and I am at an absolute loss of what to do. We are paying for something that has just worn out and just needs replacing.

is there a number that gets you to speak to anyone at all? I am eternally grateful for any help 

[nigea99]

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@Bev5809 wrote:

Hello . Thank you for this. I have followed the link but it isn't signposting me to just get a new SkyQ box... ours is 11 years old and just not fit for purpose ... it keeps failing and keeps losing sound.. 

we just need to speak to someone and have also tried ignoring prompts to no avail... it just signposts me to log in to the app or to this forum.... no opportunity to talk to anyone..

it's quite shocking and I am at an absolute loss of what to do. We are paying for something that has just worn out and just needs replacing.

is there a number that gets you to speak to anyone at all? I am eternally grateful for any help 

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hi @Bev5809 

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Tom-W19]

Thanks for escalating. We've sent an invite to @Bev5809.

[Chodley]

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@Bev5809 wrote:

Hello . Thank you for this. I have followed the link but it isn't signposting me to just get a new SkyQ box... ours is 11 years old and just not fit for purpose ... it keeps failing and keeps losing sound.. 

we just need to speak to someone and have also tried ignoring prompts to no avail... it just signposts me to log in to the app or to this forum.... no opportunity to talk to anyone..

it's quite shocking and I am at an absolute loss of what to do. We are paying for something that has just worn out and just needs replacing.

is there a number that gets you to speak to anyone at all? I am eternally grateful for any help 

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It's possible that you might need to, erm, over-emphasise the lack of functioning box in the questions there to get to the point where it suggests a replacement.

one other thing - when you get the new one make sure you also swap your power cable when you do the doorstep swap (best to have it all ready to go) as there are two types.

[MightyQuinn]

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@Bev5809 wrote:

get a new SkyQ box... ours is 11 years old

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Hi @Bev5809   As Sky Q was only introduced in 2016, are you sure that it is a Sky Q box and not a Sky+HD box?