topic Re: Failure to install Sky Q in Sky Q

Failure to install Sky Q

KDeans — Mon, 11 Sep 2023 11:19:28 GMT

Engineer failed to find strong enough signal through our satellite dish to upgrade to SKY Q. So he left . I understand there is possibility of a digibox but we do not have enough signal from our broadband. Expecting fibre broadband at some point in the next 6 months or so but what to do in the meantime? I really just want to speak to someone as this subject does not fit into any of the online options available on help. We are paying for services we cannot receive.

Re: Failure to install Sky Q

GD1 — Mon, 11 Sep 2023 11:22:05 GMT

@KDeans Sky stream would be an option, however the minimum speed need for stream is 25Mbps for HD and 35Mbps for UHD.

What broadband speeds do you get?

You would need to call Sky to discuss options, bu as above depends in BB speeds.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: Failure to install Sky Q

Chodley — Mon, 11 Sep 2023 11:37:01 GMT

Is it a communal dish? Have you been left with SkyHD?

Re: Failure to install Sky Q

KDeans — Mon, 11 Sep 2023 11:55:41 GMT

Not a communal dish . Very remote setting. we have sky hd still

Re: Failure to install Sky Q

Chodley — Mon, 11 Sep 2023 12:09:09 GMT

And they didn't do anything with the existing dish to re-align it or suggest installing a new one in a different location?

Re: Failure to install Sky Q

Invisiblename — Mon, 11 Sep 2023 12:09:38 GMT

@KDeans wrote:
Not a communal dish . Very remote setting. we have sky hd still

Can you be a bit more specific? What county?

Re: Failure to install Sky Q

xenon81 — Mon, 11 Sep 2023 14:10:31 GMT

@KDeans wrote:
Not a communal dish . Very remote setting. we have sky hd still

The remote setting shouldn't make any difference for satellite TV, the signal should be just as strong anywhere in the country as it's coming from space. Infact Sky and Freesat are often the only choices for TV in remote areas.

The only problem can be if there is a tall building or big trees very nearby blocking the signal but that's very rare.

Re: Failure to install Sky Q

KDeans — Mon, 11 Sep 2023 14:50:19 GMT

property is adjacent to commercial forestry - so that explains the tree problem. There is enough signal for Sky HD but not for Sky Q. I need to talk to someone at Sky to adjust my contract - I think there is a digital box available but until we get fibre broadband we will not have a strong enough signal for that to happen. I am just going round and round the various online options and because my problem is not on the 'list' I can't get anywhere.

Re: Failure to install Sky Q

Invisiblename — Mon, 11 Sep 2023 15:11:47 GMT

@KDeans wrote:
property is adjacent to commercial forestry - so that explains the tree problem. There is enough signal for Sky HD but not for Sky Q. I need to talk to someone at Sky to adjust my contract - I think there is a digital box available but until we get fibre broadband we will not have a strong enough signal for that to happen. I am just going round and round the various online options and because my problem is not on the 'list' I can't get anywhere.

I've escalated your issue to Sky - you should receive a chat bubble from them

Re: Failure to install Sky Q

KDeans — Mon, 11 Sep 2023 15:15:58 GMT

the chat bubble will ask me to say in one sentence what my problem is so if any of you can think of a good way to express this in one simple sentence I would be grateful! The chat bot has been awfully polite but utterly useless so far!

Re: Failure to install Sky Q

Invisiblename — Mon, 11 Sep 2023 15:17:26 GMT

@KDeans wrote:
the chat bubble will ask me to say in one sentence what my problem is so if any of you can think of a good way to express this in one simple sentence I would be grateful! The chat bot has been awfully polite but utterly useless so far!

As far as I'm aware, you should be speaking / texting with a Sky engineer, not a chat-bot.

Re: Failure to install Sky Q

KDeans — Mon, 11 Sep 2023 15:18:51 GMT

thank you so much!

Re: Failure to install Sky Q

Invisiblename — Mon, 11 Sep 2023 15:20:17 GMT

@KDeans wrote:
thank you so much!

Be aware that it can take some time between each response, dependant on how many others they are dealing with

Re: Failure to install Sky Q

KDeans — Mon, 11 Sep 2023 15:35:13 GMT

can we, just for a moment, pretend I know nothing about anything ... how will I be contacted? Do I just hang about here on the forum, or will there be an email or a phone call or something? Sorry to be so thick.

Re: Failure to install Sky Q

Mr+Flibbles+86 — Mon, 11 Sep 2023 15:36:26 GMT

Thanks for escalating this. Im not sure it's something we will be able to help with through messaging as we cannot change services or subscriptions but we’ve sent an invite to chat.

Re: Failure to install Sky Q

Laing1 — Mon, 11 Sep 2023 15:37:34 GMT

@KDeans wrote:

can we, just for a moment, pretend I know nothing about anything ... how will I be contacted? Do I just hang about here on the forum, or will there be an email or a phone call or something? Sorry to be so thick.

@KDeans

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: Failure to install Sky Q

Brendanpf — Fri, 06 Oct 2023 01:10:08 GMT

Had this problem today. Engineers got no signal when installing dish for Q. They left and I have heard nothing from sky