Can't access SKY via new smart TV

[JacoP]

My neighbour (almost blind) housebound and elderly had a new TV installed with engineer and since then, has been unable to locate or use SKY (Q) which does not show up on the channel selection although the service is reporting as fully functional. The new tv retailer says it's a problem Sky's end but this sounds like a fob-off. The engineer installing equipment couldn't configure to SKY on the current hub so I changed it to an upgraded version: he seemed to locate a SKY programme and then left but we've been unable to get the SKY channel since. Tech help is v.thin on the ground. He can't access most freeview either or key in TV guide access codes as the remove number keys don't respond to input. Any suggestions? Thanks.

[Mark39]

All that should be required is an HDMI cable connection between the Sky Q box and one of HDMI sockets at the tv end. Then it's just a matter of selecting the HDMI input that the Sky Q box is connected to.

Problems with new  Toshiba TVs have been reported here before, if that's the brand your neighbour has bought.

[JacoP]

Thanks, sounds simple enough - will check the connections but assumed the tech guy at retailer would have at least known how to do this! The make is HISENSE and so far, it's non-sense. Anyway, appreciate fast response and may have to return.

[JacoP]

Didn't solve the problem but had made some progress to identify what could be the cause:-

1: TV does not have an HDM1 port: have tried HDM11, 13 and 14: HDM12 gives results.

2. The screen message reads 'weak or no signal'

3. Leads have been checked; there is the sky signal box with light alternating between a standby and 'on' position, so I ensure it is 'on' but this appears to be a weak connection

4. When using the 'scan channel' on screen, the option of satellite reads 'single satellite not available'

5, When accessing the antenna settings, the listing of options does not show Sky

6. Somehow managed to get 'SKY Q HDM11'  on 'all inputs' listing but again, 'weak or no signal'

7. Suddenly, the SKY remote works, but only 'you tube' can be activated on voice control

8. All he's been able to access is 'Rokuten TV' - even free view requires a password and without being able to access SKY, his passcode won't apply

9. I could try ordering a completely new set of cables but really, need a technical eye to identify the problem source. I've checked on Sky as to reception and it always says no problem. So what is the problem? Why doesn't SKY appear on the satellite selection of TV?  It takes ages to get Sky to appear on-screen and yet nothing can be selected - then sky remote doesn't respond and the new remote doesn't enable channel selection.

Truly, am at my wits end: curry's no help whatever other than stating the problem lies with Sky: the manufacturer (HISENSE) are more helpful if I can spare the time/expense of calling them in situ at neighbour's to talk through the situation.

Trust someone can make sense of this - much appreciated.

[JacoP]

Update - checked with Sky signal - no pick up from Sky-Q and have booked an engineer - so here's hoping.

[nigea99]

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@JacoP wrote:

Didn't solve the problem but had made some progress to identify what could be the cause:-

1: TV does not have an HDM1 port: have tried HDM11, 13 and 14: HDM12 gives results.

2. The screen message reads 'weak or no signal'

This is a message regarding the TVs Terrestrial Freeview (or possibly the TVs own Satellite input)  & NOT from the SKY box 

3. Leads have been checked; there is the sky signal box with light alternating between a standby and 'on' position, so I ensure it is 'on' but this appears to be a weak connection

Are you really sure that SKY Q box is connected to the TV via an HDMI cable ?

4. When using the 'scan channel' on screen, the option of satellite reads 'single satellite not available'

Again  these are only the TVS own Tuners & not the SKY box

5, When accessing the antenna settings, the listing of options does not show Sky

As SKY Q is an HDMI Input only the antenna listings won't help (which are for the TVs internal tuners

6. Somehow managed to get 'SKY Q HDM11'  on 'all inputs' listing but again, 'weak or no signal'

Not sure how this works but as above these messages are from the TVS own Tuners

7. Suddenly, the SKY remote works, but only 'you tube' can be activated on voice control

8. All he's been able to access is 'Rokuten TV' - even free view requires a password and without being able to access SKY, his passcode won't apply

again nothing to do with SKY Q

9. I could try ordering a completely new set of cables but really, need a technical eye to identify the problem source. I've checked on Sky as to reception and it always says no problem. So what is the problem? Why doesn't SKY appear on the satellite selection of TV?  It takes ages to get Sky to appear on-screen and yet nothing can be selected - then sky remote doesn't respond and the new remote doesn't enable channel selection.

Truly, am at my wits end: curry's no help whatever other than stating the problem lies with Sky:

Sorry but it does not appear to be with SKY but with the set up of the TV

the manufacturer (HISENSE) are more helpful if I can spare the time/expense of calling them in situ at neighbour's to talk through the situation.

Trust someone can make sense of this - much appreciated.

The problem you clearly have is accesing the HDMI Port on the TV that SKY Q is connected to - assuming it s connected properly

Unfortunately I have no experience of HISense TVs as to how you can access the correct input  

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[JacoP]

Many thanks for such a comprehensive answer - please see 'update'. So the port HDM11 in use does work for now as far as the latest update via neighbour but engineer will be able to identify and fix (if I could temporarily fix it) permanently. Thanks again.

[nigea99]

hi @JacoP 

Sorry I didn't think of this earlier.

It is possible that the current resolution of the SKY Q box is not compatible with the default mode on the new TV so when you do select the correct HDMI nothing shows.

Thus if possible please can you try this:

When the SKy Q box is on & green LED showing press the following keys on the SKY Q remote  in sequence 

Home 1 0 8 0 Home 

Which resets the resolution to 1080i that all TVs should be able to display & then you will need to select the correct HDMI input

[JacoP]

That's really helpful to know - thank you!