It doesn't work..... Sky Q doesn't work. Guides useless, they do not address problem which is the

[NG16]

Very frequently we can't access TV Guide.  Then we can't select any channels.  Happens very often.  Several evenings last week, unable to use the service and just resort to apps, which are paid for separately and not via Sky.  This problem has been going on for three years, since we started with SkyQ.  Reported many, many times.  Always ignored or complaint closed.  For Sky not a problem, for us it is.  As no efgory or willingness to address, let alone resolve, going to demand a full refund of all subscription payments since this problem first appeared and was reported.  Three years of payments.

this morning - hell getting through, never a 'person' to talk with.   IMPOSSIBLE.  NOT FOT FOR PURPOSE.... 

[NG16]

Sky refuse to acknowledge a problem, ignore every report but still keep taking monthly direct debit payments.  Soon to go legal to demand full refund since SkyQ taken out, a good three years.  This problem arose very quickly after Sky Q started, reported many many times, but ignored.

now, enough is enough.  Stop paying for something that is not reliable (intermittent, eorks some times, not others).  Everything else is fine:  connectivity (Ethernet or WiFi), Sat cable and signal, power, everything.  The box is not consistent, that's what we have paid for.  Sky refuse to talk  

[Daniel0210]

@NG16 
l’m afraid you aren’t speaking to Sky Customer Services by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

If this has been going on for 3 years why didn't you cancel when your discount ended after 24 months?

Sky won't reimburse you for 3 years worth of subscriptions. That simply won't happen. 

What did Sky say the last time you reported a problem?

[NG16]

What did Sky say last time?  Very little.  They 'closed' the response after I'd reported.  That's normal..

This happens regularly, in the venings (that's when we tend to watch TV), Sky techincal only work daytime and - quite hoenstly - I don't have several hours to burn up on the following day to report this issue, or attempt to report this issue whenever it happens.  I do sometimes, but across the past three years than number is large.

Since starting this thread I did manage to speak with a human and an engineer visit has now been aranged.  But this happened at the start, nearly three years back when the engineer arrived and replaced the box.  But soon after the same problem surfaced again, was reported, again and again.  

This isn't a connectivity issue - Ethernet and WiFi are available and consistently reliable.  Able to easily switch between two just in case, but always in 'Setup' connectivity is always OK.   Sat signal - always OK.

Software update seems to be the only way to restore TV Guide, guess maybe 70% of tge time, sometimes a couple of updates are required.  Sometimes no effect.  But each update process  download and re-install - can take a very long time.  And each time, go through vonnectivity, power checks as well so a systematic and comprehensive checking process each time.  But sometimes just give up and go to a streaming app - not incuded in Sky bills.......

[NG16]

Visited every possible Sky area - tel, chat, etc.  Sometimes strike luck and after a while do get to a human who listens , promises but does absolutely nothing.  This is Sky in real life.

[Daniel0210]

@NG16 

Hopefully the engineer can fix it. Stress to him/her that this has been happening for a while. 

[NG16]

I will, but unlikely that  the problem will be apparent when he visits.    Intermittent, no pattern, no possible likely cause (other than possible software level incompatability) but I hope it's there when he arrives.

[Laing1]

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@NG16 wrote:

I will, but unlikely that  the problem will be apparent when he visits.    Intermittent, no pattern, no possible likely cause (other than possible software level incompatability) but I hope it's there when he arrives.

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@NG16 If it happens again before the engineer arrives can you take a video of the problem so you can show the engineer what is happening 

[TimmyBGood]

@NG16 

Perhaps worth noting that Q has had many millions of customers for nearly a decade, so it's not particularly productive to propose the platform is widely unreliable.  In some individual installations there are ongoing issues, typically relating to WiFi but sometimes LNB and dish cabling can be a factor, as can the installation environment.

[NG16]

Yes.......  which makes it even more perplexing (but many might just put up with it).  
all has been checked, even when engineer came long time ago he went through everything.  Seems more to do with incompatibility of software, which should be very unlikely.  Yep different WiFi options (mesh and hub) and Ethernet.  Switching between services doesn't help or make any difference.

There will be some reason, doubt if it is a Sky systematic issue.  My concern is that they won't address this - my specific setup - and do anything.  It's essentially a customer service issue......

[TimmyBGood]

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@NG16 wrote:

Very frequently we can't access TV Guide.  Then we can't select any channels.  

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Do you mean the user interface in general, or the numbered EPG channel list in particular?  The latter is delivered over the satellite dish, which perhaps helps to narrow down a possible cause.

[Godfrey]

@NG16   Whilst you suggest that this problem predominantly occurs in the evening, when it is not possible to get a Sky engineer to attend, ask your Sky engineer to allow you to take a photograph of the Tp 4 transponder 'Constellation' display. 

This will not only allow a check on uncorrected datastream errors (CBER) and the measured Modulation Error Rate (MER) which should comfortably exceed 11 dB, but it would graphically display the signal quality and any local interference that may be being encountered.

If your Sky engineer fails to resolve this unusual long term issue, it might be worth asking a local specialist engineer to repeat this short test for local interference during the evening period when you have been most likely to encounter this problem.

Godfrey.

[NG16]

Interesting......

I was told by Sky that the TV Guide data came by online.  Never any issues with sat signal, two feeds, both always OK.  Check these, along with whatever I can when the oroblem arises.  These - and broadband show as OK and broadband connected.   Only times ever experienced any sat signal issues was during very heavy weather with deep cloud cover.

[TimmyBGood]

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@NG16 wrote:

I was told by Sky that the TV Guide data came by online.  

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No, that's arriving over a satellite signal: has to be because while Q has always been recommended  to have an broadband connection this isn't an absolute requirement for installation, and also live television viewing, including EPG access, continues during an internet outage.

From memory, some seemingly random EPG issues have eventually been traced to, for example, a cracked LNB dome, corroded F-plugs or water ingress into the dish cable (and of course this means a fault persists after box swap-out)

[NG16]

Thanks, I'll take a look at this, particularly noting signal strength, but also check hardware etc.  Hadn't focused too much on that, will do now.  When it 'goes' next time I'll do some active examination.  What I was told by Sky, probably many there don't know and I doubt if they come across this type of issue often.