topic Re: Sky Q box is dead in Sky Q

Sky Q box is dead

PaulSH — Fri, 09 Jun 2023 18:38:34 GMT

Hi, my Sky Q box refused to show any picture or sound at all so I've gone through the following steps;

Switched off at the mains, waited 5 minutes then switched back on again (more than once)

Forced a software update (switch off at mains, hold down standby button then switch back on)

Replace the hdmi cable

Nothing has worked and the only lights showing on the front are the red recording light (we're not recording anything) and the green standby light.

Is it dead or are there any other things to try?

Thanks, Paul

Re: Sky Q box is dead

Laing1 — Fri, 09 Jun 2023 19:02:36 GMT

@PaulSH wrote:

Hi, my Sky Q box refused to show any picture or sound at all so I've gone through the following steps;

Switched off at the mains, waited 5 minutes then switched back on again (more than once)

Forced a software update (switch off at mains, hold down standby button then switch back on)

Replace the hdmi cable

Nothing has worked and the only lights showing on the front are the red recording light (we're not recording anything) and the green standby light.

Is it dead or are there any other things to try?

Thanks, Paul

@PaulSH when the green light is on try pressing the following buttons on your remote the home button followed by 1080 then the home button again

Re: Sky Q box is dead

PaulSH — Fri, 09 Jun 2023 19:14:19 GMT

Hi @Laing1 thanks for your reply.

Sadly that didn't work.

I still have the red light and the green light both on.

Paul

Re: Sky Q box is dead

Laing1 — Fri, 09 Jun 2023 19:19:28 GMT

@PaulSH wrote:

Hi @Laing1 thanks for your reply.

Sadly that didn't work.

I still have the red light and the green light both on.

Paul

@PaulSH sounds like you may need to speak to Sky I can escalate this to them but the ealiest they may contact you on here will be tomorrow or if you want to speak to someone tonight you could call them

Re: Sky Q box is dead

PaulSH — Fri, 09 Jun 2023 19:26:49 GMT

Thanks, I don't mind waiting until tomorrow.

Thanks for your help

Re: Sky Q box is dead

Laing1 — Fri, 09 Jun 2023 19:35:39 GMT

@PaulSH wrote:

Thanks, I don't mind waiting until tomorrow.

Thanks for your help

@PaulSH I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky Q box is dead

Lisa-P1987 — Sat, 10 Jun 2023 08:32:08 GMT

Thanks for escalating this. We’ve sent PaulSH an invite to chat.

Re: Sky Q box is dead

PaulSH — Sat, 10 Jun 2023 08:36:05 GMT

Hi @Lisa-P1987 I can see the DM telling me you're initiating a chat and have opened the chat pop up but its empty

Paul

Re: Sky Q box is dead

PaulSH — Sun, 11 Jun 2023 10:04:20 GMT

24 hours later and still no repsonse?

Re: Sky Q box is dead

Daniel0210 — Sun, 11 Jun 2023 10:06:39 GMT

@PaulSH

Press the blue/red chat bubble in the corner of your forum page. It should still be active.
Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat regularly.

Re: Sky Q box is dead

Lisa-P1987 — Sun, 11 Jun 2023 16:17:02 GMT

Update - spoken to PaulSH and have resolved the issue with an engineer after some troubleshooting and checks. 🙂

Re: Sky Q box is dead

PaulSH — Sun, 11 Jun 2023 16:20:04 GMT

@Lisa-P1987 if it was you I have been chatting to in the live chat then thank you very much for being so helpful and understanding. It was very much appreciated.

Paul