topic Re: New smart tv and now almost 1/2 channels gone in Sky Q

New smart tv and now almost 1/2 channels gone

maxine96 — Sat, 28 Sep 2024 13:05:31 GMT

Got a new tv two weeks ago, tv paired with sky q (and sky q paired with tv) no issues. Then BBC2 recording failed, turned on BBC2 and see message saying that there is an issue with my satellite signal on this channel. BBC1, 3 and 4 all present and accounted for!! Thought it was strange but watched my programme on catch-up, no great shakes. Then a film I was trying to record on Film4 failed, and then I couldn't get channel4 or E4, or Sky Arts etc. Completely random. Out of the 67 channels between 101 and 186, I only have 32 of them. Reset my sky modem, reset my sky q box, reset my tv to factory settings and started again (that was 45 mins of my life I'm not getting back!). Still missing. Cannot reach Sky by phone, help articles are not aiding me. Anyone have any idea what I've managed to stuff up?

Re: New smart tv and now almost 1/2 channels gone

Daniel0210 — Sat, 28 Sep 2024 13:10:29 GMT

@maxine96

If a message displays “no satellite signal” firstly check that the connections from the Sky dish going into the back of your Sky Q box are still finger tight. Otherwise it’s likely to be a dish alignment issue so check the troubleshooting in this link
https://www.sky.com/help/articles/sky-tv-no-satellite-signal-sky-q
It may then give you the opportunity to arrange an engineer to check the alignment of your dish. If it doesn’t you’ll need to contact Sky to book an engineer appointment.

If you are connected to a communal dish you need to liaise with your building management company / landlord who will have their approved engineers to contact.

Remember, a misalignment is not necessarily something that will be visible to the naked eye and could only affect one or two channels.

Re: New smart tv and now almost 1/2 channels gone

nigea99 — Sat, 28 Sep 2024 13:13:45 GMT

@maxine96 wrote:

Got a new tv two weeks ago, tv paired with sky q (and sky q paired with tv) no issues. Then BBC2 recording failed, turned on BBC2 and see message saying that there is an issue with my satellite signal on this channel. BBC1, 3 and 4 all present and accounted for!! Thought it was strange but watched my programme on catch-up, no great shakes. Then a film I was trying to record on Film4 failed, and then I couldn't get channel4 or E4, or Sky Arts etc. Completely random. Out of the 67 channels between 101 and 186, I only have 32 of them. Reset my sky modem, reset my sky q box, reset my tv to factory settings and started again (that was 45 mins of my life I'm not getting back!). Still missing. Cannot reach Sky by phone, help articles are not aiding me. Anyone have any idea what I've managed to stuff up?

hi @maxine96

It sounds like you may have dislodged one of the 2 Satellite cables - each cable carries approx half the channels (one for each of the different polarities)

Try checking the cables - possibly undo them both - check each cable has a central core wire very slightly protruding (as per tmy image bewo - although the wire is likely to be thinner) and then carefully re-seat them and hand tighten the outer part

F Connectors

Re: New smart tv and now almost 1/2 channels gone

maxine96 — Sat, 28 Sep 2024 13:18:06 GMT

Thanks for the reply Daniel, I unplugged or unscrewed everything and replugged (or screwed), when I did my mega reset of everything. At the time this restored RTE2 (102) and Virgin 3 (116). I lost other channels shortly thereafter. Cables are fairly new, 12 months ish. RTE2 and Virgin 3 are now gone again, along with a lot of the Sky speciality programmes - History, sci-fi, arts, crime, documentaries, nature to name but a few. It seems every time I turn the tv on that I've lost a few more. My sky q box says that everything is fine, I'm being driven a bit mad tbh!

Re: New smart tv and now almost 1/2 channels gone

maxine96 — Sat, 28 Sep 2024 13:20:25 GMT

I have loosened and tightened (again) as suggested, nope

Re: New smart tv and now almost 1/2 channels gone

nigea99 — Sat, 28 Sep 2024 13:20:53 GMT

@maxine96 wrote:

Thanks for the reply Daniel, I unplugged or unscrewed everything and replugged (or screwed), when I did my mega reset of everything. At the time this restored RTE2 (102) and Virgin 3 (116). I lost other channels shortly thereafter. Cables are fairly new, 12 months ish. RTE2 and Virgin 3 are now gone again, along with a lot of the Sky speciality programmes - History, sci-fi, arts, crime, documentaries, nature to name but a few. It seems every time I turn the tv on that I've lost a few more. My sky q box says that everything is fine, I'm being driven a bit mad tbh!

@maxine96

Unfortunately the SKY Q box system info is misleading as it does not report the status of the current channel but a test trsnponder set in an engineer's menu so it might be OK but other channels not

Re: New smart tv and now almost 1/2 channels gone

nigea99 — Sat, 28 Sep 2024 13:23:08 GMT

@maxine96 wrote:

I have loosened and tightened (again) as suggested, nope

The link @Daniel0210 gave does give an option to book an engineer but I am not too sure if it works for Customers in Ireland - in which case you probably will need to call when the call centre is open.

Re: New smart tv and now almost 1/2 channels gone

nigea99 — Sat, 28 Sep 2024 13:27:27 GMT

@maxine96 wrote:

I have loosened and tightened (again) as suggested, nope

one further thing to check - although it can be difficult

Undo the connections again and look into the connector and double check that none of the fine wires that form the outer sheathing is touching the central core wire - just one can cause a short circuit and prevent it from working

Re: New smart tv and now almost 1/2 channels gone

maxine96 — Sat, 28 Sep 2024 13:30:19 GMT

I shall plod on then so, thank you for the suggestions