New Sky Q box not starting

[Feexby]

Hi there.

My new Sky Q box won’t turn on. It says hello, and then that I’ll be ready to go in a few minutes, but nothing happens after that. Just a red standby light and a pulsing blue Q on the front of the box.  I have tried all the reboot procedures. The cables are tight and in place. I have tried different HDMI inputs on my TV. I even turned off my VPN. This is a new replacement box just received the other day. 

[stereohaven]

@Feexby 

Sadly, if this was a doorstep swap without an engineer, you might need to contact Sky for another replacement. 

Could be worth leaving it totally unplugged from power for a good 10 minutes before trying setup again though.

[nigea99]

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@Feexby wrote:

Hi there.

My new Sky Q box won’t turn on. It says hello, and then that I’ll be ready to go in a few minutes, but nothing happens after that. Just a red standby light and a pulsing blue Q on the front of the box.  I have tried all the reboot procedures. The cables are tight and in place. I have tried different HDMI inputs on my TV. I even turned off my VPN. This is a new replacement box just received the other day. 

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hi @Feexby 

First thing  I suggest is you try a reset of your remote:

Press & Hold the 7 & 9 until the remote's light (red LED above the SKY logo button) flashes 4 times

Note it will then be in infrared mode until you can pair it with the box & TV & must, therefore, have line of sight of the box

Once reset try the power on button & see if the box comes out of standby.

If you get the home page then continue with the pairing below, otherwise if the green LED comes on the SKY box now try pressing the following keys in sequence:

Home 1 0 8 0 Home which resets the box resolution

Assuming you can now use th eremote OK in IR mode - pair with the box & TV
Press 1 & 3 together to go through to re-pair with the box and your TV - as mentioned still make sure it has line of sight of the box as until it is paired

https://www.sky.com/help/diagnostics/sky-q-remotes/setting-up-remote

[Feexby]

Thanks friend. 

It was indeed an engineer-free swap. 

I'm going to unplug all cables and the box, and just leave it until tomorrow. 

I appreciate the reply 👍

[Feexby]

Thanks for these suggestions. This is fertile ground I feel. 

I have walked away for today. I can feel the frustration building, and tomorrow is another day. Surprising how many tech issues I've resolved with a good night's sleep. 

I'm missing the football, but I'm enjoying a day catching up with my 4Ks.

Sincere thanks for your fast response. 

[nigea99]

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@Feexby wrote:

Thanks for these suggestions. This is fertile ground I feel. 

I have walked away for today. I can feel the frustration building, and tomorrow is another day. Surprising how many tech issues I've resolved with a good night's sleep. 

I'm missing the football, but I'm enjoying a day catching up with my 4Ks.

Sincere thanks for your fast response. 

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@Feexby  you can watch the football using SKY Go on a suitable device

[Feexby]

My iPad has entered the chat 😀

[Chodley]

Is it connected via ethernet?

[Feexby]

No. 

Through the dish, then HDMI to the TV. 

[Chodley]

I meant for access to broadband but I guess not, you were just planning to use wifi?

[Feexby]

I hadn't thought to try ethernet, it's not how my previous setup worked, but it's something else to explore.

Thanks for the response 👍

[Feexby]

Thanks again. 

I'm afraid it hasn't helped. 

still stuck on the pulsing blue q and red light on the front of the box

I think the box is faulty. I have been trying to get yet another replacement but I'm not getting anywhere. 

[Chodley]

Do you get to speak to anyone?

[Feexby]

Sadly I have not yet worked out how to speak to an actual human. 

[Chodley · Accepted solution]

Try not responding to the robot when you call in