topic Re: No satellite signal - software issue in Sky Q

No satellite signal - software issue

BGH — Wed, 22 Mar 2023 16:31:59 GMT

Every day now when we turn on the Sky Q box it has picture for a few seconds and then no signal. Had am engineer out who tells us that "it's a know issue with version 21”and ”you'll have to wait for version 22" to fix it. Is that right? It sounds feasible as there is nothing wrong with the dish and if we use the BBC iPlayer for a few minutes, it comes back on again!! How long should I wait before asking for a refund?!

Re: No satellite signal - software issue

nigea99 — Wed, 22 Mar 2023 16:38:03 GMT

@BGH wrote:
Every day now when we turn on the Sky Q box it has picture for a few seconds and then no signal. Had am engineer out who tells us that "it's a know issue with version 21”and ”you'll have to wait for version 22" to fix it. Is that right? It sounds feasible as there is nothing wrong with the dish and if we use the BBC iPlayer for a few minutes, it comes back on again!! How long should I wait before asking for a refund?!

I have not read any reports of any such behaviour let alone a 'known issue' with Q021 (or any releases) so personally I am not expecting to see a fix in the next release

Re: No satellite signal - software issue

Chodley — Wed, 22 Mar 2023 16:41:24 GMT

Never seen this happen on mine. Did they say under what circumstances Q210 does this or were they basically making it up?

Re: No satellite signal - software issue

BGH — Wed, 22 Mar 2023 16:44:45 GMT

I was offered a new box but told there was no real point as another customer had had four and all of them had the same issue!

There is NOTHING wrong with the signal - the issue is with how the box is dealing with it.

Re: No satellite signal - software issue

nigea99 — Wed, 22 Mar 2023 16:48:48 GMT

@BGH wrote:

I was offered a new box but told there was no real point as another customer had had four and all of them had the same issue!

There is NOTHING wrong with the signal - the issue is with how the box is dealing with it.

If there was such a bug in Q021 then I would have expected the forums here to be awash with with reports.

Obviously we don't see the calls that the engineer's have to make but I am sure we would have heard something.

Re: No satellite signal - software issue

Mark39 — Wed, 22 Mar 2023 16:50:51 GMT

@nigea99 wrote:

@BGH wrote:

I was offered a new box but told there was no real point as another customer had had four and all of them had the same issue!

There is NOTHING wrong with the signal - the issue is with how the box is dealing with it.

If there was such a bug in Q021 then I would have expected the forums here to be awash with with reports.

Obviously we don't see the calls that the engineer's have to make but I am sure we would have heard something.

I agree, but it seems the OP knows differently.

Re: No satellite signal - software issue

nigea99 — Wed, 22 Mar 2023 18:12:28 GMT

hi again,

I have asked around and like me, are unaware of such issues

Perahps you can give us a little more info- although no guarantee's we can help but it might help us point you in the right direction

When you say "no signal" is that the TV not displaying any signal or is that a message from SKY Q saying No Satellite Signal ?

Is the SKY box connected directly to the TV or via a Sound Bar or AV Amp ?

Can you tell us the make & model of the TV & any Soundbar/AV Equipment ?

You mention using Iplayer restores signal is that iplayer on the TV or on the SKY Q box ?

Can you use other apps on the SkY Q box ?

Re: No satellite signal - software issue

BGH — Wed, 22 Mar 2023 19:00:16 GMT

It's the Sky Q box saying no signal and it's the iPlayer app on Sky Q. No sound bar, connected via hdmi cable to a Panasonic TV.

We had a new dish in January when we got the sky Q box. We really like the box, particularly the apps, but we also like a watching live TV and recording programs and are often unable to because the signal keeps going.

We also have, occasionally, a "bouncing" picture - the viewing screen goes small and bounces around for 20 seconds and then the box shuts itself off. The engineer said that this was common with version 21 as well! He believes that v22 will sort out both problems.

Re: No satellite signal - software issue

nigea99 — Wed, 22 Mar 2023 19:10:51 GMT

@BGH wrote:

It's the Sky Q box saying no signal and it's the iPlayer app on Sky Q. No sound bar, connected via hdmi cable to a Panasonic TV.

We had a new dish in January when we got the sky Q box. We really like the box, particularly the apps, but we also like a watching live TV and recording programs and are often unable to because the signal keeps going.

We also have, occasionally, a "bouncing" picture - the viewing screen goes small and bounces around for 20 seconds and then the box shuts itself off. The engineer said that this was common with version 21 as well! He believes that v22 will sort out both problems.

Ah the bouncing box - that is a known issue for some users

Are you able to check your Router & disable ipv6 on it if it set - we believe this may help

Please may I ask who your internet provider is ?

Re: No satellite signal - software issue

BGH — Wed, 22 Mar 2023 19:10:33 GMT

Sky is our provider and I will try the ipv6 - thank you!

Re: No satellite signal - software issue

nigea99 — Wed, 22 Mar 2023 19:13:32 GMT

@BGH wrote:

Sky is our provider and I will try the ipv6 - thank you!

Many thanks - please let us know if it does help - it may not but we believe it does for some

Fingers crossed it does for you.

Re: No satellite signal - software issue

Chodley — Thu, 23 Mar 2023 09:55:49 GMT

The bouncing box shutoff thing predates v210 too

When you say iPlayer says no signal - that's not using a satellite signal so must be a different message?

Re: No satellite signal - software issue

BGH — Thu, 23 Mar 2023 17:21:05 GMT

What I meant was that it seemed to be some sort of "fix" in that if I tried the iplayer app for a while and then went back to live TV, then I could.

At the moment, we are finding that each time we turn on the box, we have a picture in the top left corner on the Home page but as soon as we click "back up", the dreaded blue screen of no signal appears! But equally, this can appear at random times during the day as wel!!

Re: No satellite signal - software issue

BGH — Tue, 28 Mar 2023 20:52:21 GMT

@Chodley and @nigea99 I have now had a new Sky Q box and so far so good - no loss of signal, so I guess what the engineer told me on his visit was wrong. We had no reason to doubt him but the new box works fine - except there's no red light when recording! 😆 So I guess we are doomed to not have a perfectly working box!! Have rung Sky and the chap there told me not to worry about the red light not working as long as the programmes record - which they do. Given our lack of faith with the old box, though, it is very disconcerting!

Thank you both for your advice and help - much appreciated.

Re: No satellite signal - software issue

MartinE84 — Thu, 30 Mar 2023 01:27:30 GMT

By any chance are you using a hybrid LNB on your dish?

If so, unplug the other boxes and leave only the Sky Q box plugged in and see if that resolves the issue.

Re: No satellite signal - software issue

Godfrey — Thu, 30 Mar 2023 10:05:55 GMT

@MartinE84 wrote:
By any chance are you using a hybrid LNB on your dish?
If so, unplug the other boxes and leave only the Sky Q box plugged in and see if that resolves the issue.

Could you provide a technical explanation of exactly why this action would achieve a resolution of this problem.

As there are several versions of hybrid LNB, for example, the original Sky Hybrid, Smart EL010, EL027 / EL028 and numerous commercial compatible hybrid LNBs, does this advice apply to all the different versions.

Re: No satellite signal - software issue

ThumbelinaPM — Thu, 30 Mar 2023 10:20:45 GMT

We have the same issue with our TV where the broadband signal drops out and we have to re-enter the password. It may last a day or 10 minutes.

We had Virgin Media out today and they said it is a known problem with Sky Q boxes and when I checked mine having seen your post, it is a Q21 model.

We have booked a Sky Engineer to come out so fingers crossed we can get a resolution.

On a wider note, we have issues with Sky, Virgin Media and our mobuile provider, O2 and I am sick of them all! Absolutely shocking lack of Customer Service!