My sky box is not initiating. Customer services have informed me I need a new box.

[Pitnacree]

My sky box is not initiating. Customer services have informed me I need a new box. Understand a upgrade there is no charge. I would like to remain on the same package. 

[GD1]

@Pitnacree  I'm afraid you're not contacting Sky, to upgrade you'll need to call again.

[Mark39]

I suspect a signal problem rather than a box problem.  Conveniently an upgrade would fix it, because the dish will be inspected if you have Sky Q installed. It's not unknown for customers advisers to unnecessarily insist that an upgrade is required. But you don't have to upgrade to Sky Q if you don't wish to, and you can arrange for an engineer from Sky, or from an independent satellite installer to check your dish.

[TimmyBGood]

@Pitnacree 

Note that Sky+ boxes are sold to users so replacement does imply a cost: they are almost all many years outside any warranty period.

Sky Q boxes are loaned to subscribers and so can be 'free'.