Black screen from Sky Q box

[Jaxee]

Since this morning, we've had no Sky. TV (Hisense) sees the HDMI connection and says it has a signal, Sky is on but the screen is black. No sound, no picture, nothing. We've done all the normal resets, removed the card, stood on our heads and tried again, nothing.

If you turn the Sky box off, you get a split second of sound, then nothing.

The service checker in My Sky says everything is good with no issues!

Anyone got any suggestions please? 

[stereohaven]

@Jaxee 

When you say you have tried the usual troubleshooting, does that include unplugging the Q box atthe mains for a good 10 minutes and/or trying a different HDMI lead?

[Jaxee · Accepted solution]

Yes, we unplugged it entirely.

Have actually spoken to Sky Help and they're replacing the box

[stereohaven]

Belts and braces, approach, like it!

Just don't forget to take out the viewing card if it is a doorstep swap instead of an engineer visit.

[Daniel0210]

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@Jaxee wrote:

Have actually spoken to Sky Help and they're replacing the box

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@Jaxee 

Hopefully that solves it for you. 

Remember to remove the viewing card from the faulty box before it disappears into the back of the couriers van and accept any new power cable DPD deliver with the replacement box in case it's different to the one you have.