topic Re: Sky Q connection issues in Sky Q

Sky Q connection issues

Elaine2604 — Sat, 21 Jun 2025 22:14:37 GMT

My Mum's Sky Q cut off last night. Tried all the usual tricks. Switched off & on. Tried resetting everything. Bought a new remote today & paired it up to the box. Sky connection checks say WiFi, Broadband & Sky Q box are all in good working order but her Sky options are not coming on. Firestick works so ruled out problems with the TV. Sky can't send an engineer out for 2wks & AI chats were no help.

Re: Sky Q connection issues

Chodley — Sat, 21 Jun 2025 22:24:28 GMT

What does "Sky options are not coming on" mean?

Presumably you can see the output from the Q as you paired a new remote. Why did you buy a new remote by the way?

Re: Sky Q connection issues

Elaine2604 — Sat, 21 Jun 2025 22:27:59 GMT

There is no Sky home page appearing on screen. Mum thought the remote was faulty as new batteries didn't solve the problem & decided to try a new one

Re: Sky Q connection issues

Chodley — Sun, 22 Jun 2025 04:48:12 GMT

Maybe box has totally failed. What do you see on screen?

Re: Sky Q connection issues

Elaine2604 — Sun, 22 Jun 2025 11:19:37 GMT

Just a blank screen showing

Re: Sky Q connection issues

MightyQuinn — Sun, 22 Jun 2025 12:28:11 GMT

Hi @Elaine2604 Have you checked that the TV is on the correct HDMI port? Note, a TV power reboot cannot do any harm.

Re: Sky Q connection issues

Elaine2604 — Sun, 22 Jun 2025 13:06:09 GMT

Yeah, we tried that too but it hasn't fixed the problem. Tried all the usual fixes again today but still a blank screen. Even though the Sky checks are saying "no issues" with the Sky Q box....there definitely is a problem.

Re: Sky Q connection issues

Laing1 — Sun, 22 Jun 2025 13:12:38 GMT

@Elaine2604 wrote:

Yeah, we tried that too but it hasn't fixed the problem. Tried all the usual fixes again today but still a blank screen. Even though the Sky checks are saying "no issues" with the Sky Q box....there definitely is a problem.

@Elaine2604 does the standby light change from amber to green when you press the on button on the remote or press the on button on the box (the standby light is part of the on button on the box)

Re: Sky Q connection issues

MightyQuinn — Sun, 22 Jun 2025 13:20:04 GMT

Hi @Elaine2604 I would make sure that the picture resolution hasn't changed. If you point the remote at the Sky Q box, and then key in the sequence Home 1 0 8 0 Home it will reset the box to 1080i.

Re: Sky Q connection issues

Chodley — Sun, 22 Jun 2025 19:31:37 GMT

The box is outputting a signal and showing the menu - just no TV, by the sound of it

Re: Sky Q connection issues

Elaine2604 — Sun, 22 Jun 2025 19:51:17 GMT

No menu....just a blank screen. Had to book a Sky engineer through an automated service as it seems impossible to speak to anyone in person

Re: Sky Q connection issues

Chodley — Sun, 22 Jun 2025 21:24:37 GMT

@Elaine2604 wrote:
No menu....just a blank screen. Had to book a Sky engineer through an automated service as it seems impossible to speak to anyone in person

But the remote pairing screen did come on?

Re: Sky Q connection issues

Elaine2604 — Sun, 22 Jun 2025 21:36:33 GMT

No remote pairing screen....it's just a blank screen when trying to view the Sky channels.

Re: Sky Q connection issues

Chodley — Sun, 22 Jun 2025 21:40:38 GMT

@Elaine2604 wrote:
No remote pairing screen....it's just a blank screen when trying to view the Sky channels.

How did you do this then?

"Bought a new remote today & paired it up to the box"

Is that possible without seeing what it's saying?

Re: Sky Q connection issues

Elaine2604 — Sun, 22 Jun 2025 21:47:30 GMT

My partner followed the pairing instructions from the box & assumed that it had worked, this led him to believe that the Sky Q box is the problem

Re: Sky Q connection issues

Chodley — Mon, 23 Jun 2025 08:23:48 GMT

Hmm

You can't conplete the pairing process without seeing the screen. But you should get far enough to be able to turn the box on.

Is the power button on the front lit green?

Re: Sky Q connection issues

Elaine2604 — Tue, 24 Jun 2025 11:33:41 GMT

Decided to buy a new HDMI cable & replaced that last night & all up & running now. Sky back on & Mum back on Sky Sports & Tennis. Thanks for the suggestions because I'm clueless about these things.