New Sky Q install - no tv channels after 24hours

[missronal]

I "upgraded" to Sky Q 2 days ago. No issues at all to begin with, but just over 24 hours later, we have lost all channels. All connections are good and we can access Netflix and on demand through the Sky Q box no problem. It's almost like someone from Sky has "switched off" our package??

Engineer visit booked after troubleshooting online, but they cannot come out for another week. 

Any ideas? 

[oldfella]

---

@missronal wrote:

I "upgraded" to Sky Q 2 days ago. No issues at all to begin with, but just over 24 hours later, we have lost all channels. All connections are good and we can access Netflix and on demand through the Sky Q box no problem. It's almost like someone from Sky has "switched off" our package??

Engineer visit booked after troubleshooting online, but they cannot come out for another week. 

Any ideas? 

---

Hi @missronal 

Try a Reset Settings in the 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.

[missronal]

Thank you for the reply - I shall try that as soon as I can. 

[missronal]

Hi @oldfella ... 

I've tried the re-set but still nothing. It says "to use this service, you need a satellite signal" for the TV guide etc. Still no channels. 

[oldfella]

---

@missronal wrote:

Hi @oldfella ... 

I've tried the re-set but still nothing. It says "to use this service, you need a satellite signal" for the TV guide etc. Still no channels. 

---

Hi @missronal 

Work through the following link and if you cannot solve your issue it will lead to booking a Engineer.
Alternately, if you are on a Communal Dish you will need to contact your Landlord or Management company.
https://www.sky.com/help/articles/sky-tv-no-satellite-signal-sky-q.

[Laing1]

---

@missronal wrote:

I "upgraded" to Sky Q 2 days ago. No issues at all to begin with, but just over 24 hours later, we have lost all channels. All connections are good and we can access Netflix and on demand through the Sky Q box no problem. It's almost like someone from Sky has "switched off" our package??

Engineer visit booked after troubleshooting online, but they cannot come out for another week. 

Any ideas? 

---

@missronal You could try refreshing your viewing card by pressing home > settings > system info > viewing card number > setup > viewing card setup press select to trigger a callback don't worry nothing to do with your phone its only Sky's terminology this will be done over the internet 

[missronal]

Thank you @Laing1  ... tried what you suggested without luck. It's so frustrating as it was working perfectly for 24 hours and then went off 

[Laing1]

---

@missronal wrote:

Thank you @Laing1  ... tried what you suggested without luck. It's so frustrating as it was working perfectly for 24 hours and then went off 

---

@missronal I have escalated this to sky it may be tomorrow before this is picked up 

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
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

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

[Mr+Flibbles+86]

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