No satellite signal

[TechmanagerMal]

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@Chrisee wrote:

@Fireandwater very unlikely to be the firmware or we would see loads of reports - there are something approaching 8 million boxes in use. Is the fault intermittent or once failed does it stay off? 

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• I learned a long time ago not to disregard the unlikely, it only takes a minute to check.

[Fireandwater]

@TechmanagerMal @Normally it's intermittent but currently it isn't intermittent 

[TechmanagerMal]

• Try this - I hadn't realised it was possible.
• 

  https://www.sky.com/help/articles/nss-sky-go-app

[bob1234]

@TechmanagerMalYes it does work I had to do that when LNB packed up. However I could not watch BBC programmes as I think they are still streamed via the dish to the Sky Go app which needs to be connected to the Sky box by WiFi however so long as the Disc in the main box works you can still watch recordings and even set new ones although they will not record until you get the satellite signal back.

[bob1234]

The one thing not to do if you have no satellite signal is to try and update the software on the box as it will cause the box to go into a continuous loop which you can't recover from unless the signal comes back.

[Fireandwater]

@bob1234 yep I did that I first did it by going through settings then system info that didn't help then I did a manual software update where you have to hold the power button on the box then you see the red and amber alternating lights. The recovery procedure I think it is.but issue still isn't resolved.

[TechmanagerMal]

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@TechmanagerMal wrote:

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@Fireandwater wrote:

@Chrisee @TechmanagerMal The satellite cable is not joint it's 1 long cable from the dish to the box. I have also checked for interference which may have been causing the issue but that is not the case. Engineers are confused themselves to why it's happening. They have used the kit to check the signal strength and the Engineer showed it to me and it was perfect.just to note satellite cable was changed as well. But then the only last option was to change the box which is a temporary fix. Could this be a software issue in the box by any chance?

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• Good shout, possibly, it should be Q160 and if not you can update it in the settings menu.

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• Don't do this - see @bob1234 's valuable warning.

[Fireandwater]

@bob1234 @TechmanagerMal  Sky engineer came yesterday he replaced the box and he updated the box software and then no satellite signal error message came. 

[TechmanagerMal]

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@Fireandwater wrote:

@bob1234 @TechmanagerMal  Sky engineer came yesterday he replaced the box and he updated the box software and then no satellite signal error message came. 

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• What a pain, what did he try next, what did he say was the next option?
• This needs a specialist!
• I'm going for some kind of interference with the satellite signal.

[Fireandwater]

@TechmanagerMal @The Engineer just went after replacing the box saying Some of the Batches of the Sky Q boxes are faulty.

[TechmanagerMal]

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@Fireandwater wrote:

@TechmanagerMal @The Engineer just went after replacing the box saying Some of the Batches of the Sky Q boxes are faulty.

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• Not good enough and you need to tell Sky about that, I would suggest this would be best dealt with by the Customer Priority Team who have "the power", it's akin to talking to the CEO.

[Fireandwater]

@TechmanagerMal @yeah I've made a complaint and they are dealing with the case.

[TechmanagerMal]

• @Fireandwater This post just came in and may support my suggestion of interference - Sky Q interrupted by Gas Boiler - Sky Community

[Fireandwater]

Yeah I checked for any interference issues and good news is that it's not the case.