Issues with Sky Q Mini box

[Ayk88]

Hi, I have had my sky mini box for years. I woke this morning to find that it is telling me to "Please check your subscription entitles you to..." My main box is fine and is working perfectly. I cannot access any channels or recordings only the apps. I have reset my box multiple times, unplugged it from the sockets everything to no avail. I literally cannot find a way to get a hold of customer serviced

 

[oldfella]

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@Ayk88 wrote:

Hi, I have had my sky mini box for years. I woke this morning to find that it is telling me to "Please check your subscription entitles you to..." My main box is fine and is working perfectly. I cannot access any channels or recordings only the apps. I have reset my box multiple times, unplugged it from the sockets everything to no avail. I literally cannot find a way to get a hold of customer serviced

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Hi @Ayk88 

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button.

[Ayk88]

@oldfella I have tried all of the suggestions you have given me however still no success.

[oldfella]

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@Ayk88 wrote:

@oldfella I have tried all of the suggestions you have given me however still no success.

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Hi @Ayk88 

Try a Reset Settings in the main Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

When the main Q box is completely back up and running reboot the mini again

[Ayk88]

Hi @oldfella thank you again for all of the steps.  Im still not having any luck, I'm afraid.

[oldfella]

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@Ayk88 wrote:

Hi @oldfella thank you again for all of the steps.  Im still not having any luck, I'm afraid.

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Hi @Ayk88 

In your Main Q box.

Home menu - Settings - Status.

Does Watch on Sky Q Mini Box have a tick?

Even if it does Select it and then Select Reactivate on the right hand side.

The other thing to try is to refresh your Viewing card.

Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[Ayk88]

Hi @oldfella Im still not having any luck I have just tried reactivating and refreshing the viewing card. Im not sure what else I can do

[oldfella]

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@Ayk88 wrote:

Hi @oldfella Im still not having any luck I have just tried reactivating and refreshing the viewing card. Im not sure what else I can do

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Hi @Ayk88 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Ayk88  an invite to chat.