topic Re: Engineer needed to help with Whole Home in Sky Q

Engineer needed

barrowboy35 — Thu, 30 Jan 2025 15:51:52 GMT

I have been paying an extra £6.00 pm for Sky Whole Home for about 6 months, and have never been able to get it to work.

I had an extra puck but couldn't get it to work. I exchanged it for another and am still having problems. How do I book an engineer to come and give me some help? Is there any charge?

MODERATOR NOTE: Topic title amended.

Re: Engineer needed to help with Whole Home

Daniel0210 — Wed, 29 Jan 2025 19:10:06 GMT

@barrowboy35

There is no engineer availability for Stream I'm afraid.

Re: Engineer needed to help with Whole Home

barrowboy35 — Wed, 29 Jan 2025 19:12:53 GMT

I did have one booked to come but had to cancel, so they must send them.

Re: Engineer needed to help with Whole Home

Mark39 — Wed, 29 Jan 2025 19:59:55 GMT

@barrowboy35 wrote:

I did have one booked to come but had to cancel, so they must send them.

As @Daniel0210 posted there's no engineer support for Sky Stream/Glass so it must have been a different service, either by accident or design.

Re: Engineer needed to help with Whole Home

TimmyBGood — Wed, 29 Jan 2025 20:45:41 GMT

@barrowboy35

If you have Sky Broadband with an appropriate supplement (Broadband Boost or WiFi Max) then there are 'wireless engineers'.

It's also not entirely impossible that Sky could choose to dispatch personnel in order to investigate poor performance of Glass/Stream, but as @Mark39 and @Daniel0210 said, it's not in the business model and subscribers have no right to insist on such a service: ultimately Sky will just offer to end the contract.

Re: Engineer needed to help with Whole Home

Stephen+Mourton — Thu, 30 Jan 2025 07:06:00 GMT

@barrowboy35 From what you say it sounds like you have one puck working. Is so have you tried swapping it for the one that you say is not working? That way you can be more certain that it is a faulty puck or not.

If it works then the problem will almost certainly be your internet connection.

Re: Engineer needed to help with Whole Home

barrowboy35 — Thu, 30 Jan 2025 10:00:01 GMT

Thnaks for that.

I have a Sky Q box in the room which house the main TV, and one extension box in the second room which houses the second TV. I'm new to this and take it that the extension box is what you call the puck.

The internet router is in the second room and is a 300 fttp which is always reliable and has never given any trouble. The signal on my laptop never gives any trouble no matter which room it's in.

I understand there might be some sort of booster which might help but trying to get anyone to speak to at Sky is a waste of time - literally. In the meantime I am throwing good money after bad to get this sorted.

If I try to stop them taking the extra £6pm I pay to be able to watch anywhere they would no doubt say I am in breach of contract but as long as I keep paying they are not bothered.

Re: Engineer needed to help with Whole Home

GD1 — Thu, 30 Jan 2025 10:06:34 GMT

@barrowboy35 In your 1st post you refer to a puck, and whole home which is a Stream device/service and not Sky Q.

Which is why the re is confusion over an engineer visit, so do you actually have Sky Q? If so you will have Sky Q main and a Sky Q mini with multiscreen not Whole Home.

Re: Engineer needed to help with Whole Home

barrowboy35 — Thu, 30 Jan 2025 10:10:07 GMT

Thanks for explaining that, so how do I get it sorted?

Re: Engineer needed to help with Whole Home

barrowboy35 — Thu, 30 Jan 2025 10:11:31 GMT

Yes I do have Sky Q.

Re: Engineer needed to help with Whole Home

TimmyBGood — Thu, 30 Jan 2025 11:37:16 GMT

@barrowboy35 wrote:

I have a Sky Q box in the room which house the main TV, and one extension box in the second room which houses the second TV. I'm new to this and take it that the extension box is what you call the puck.

No, on the Q satellite television platform that's a Q Mini box. A 'puck' is the Sky Stream hardware.

I understand there might be some sort of booster which might help but trying to get anyone to speak to at Sky is a waste of time - literally.

If you haven't been refering specifically to a Q Mini box, they won't have understood. 'Whole Home' is an add-on for Sky Glass and Stream, not Sky Q.

If I try to stop them taking the extra £6pm I pay to be able to watch anywhere they would no doubt say I am in breach of contract but as long as I keep paying they are not bothered.

You need to log an issue with Multiscreen viewing on a Q Mini box. Don't make any mention of other WiFi issues, and don't accept any add-on related to broadband. There's a Q booster box specifically intended to address this issue.