No tv signal

[jillham]

Just got sky Q installed 3 days ago. At least a dozen times since I've switched tv on and get the no signal. Usually if I switch it off (not power done) and back on I get it but today I had to change source then come back to the relevant hdmi slot to get a connection. Sky box seems fine. Tv software is up to date. I've seen on here resetting resolution to 1080 but the Sky engineer set mine to 2160p so why would I reset to 1080 (that's a genuine question as I dont understand how that would help). Any advice gratefully received. Thanks. 

[Chodley]

Are you changing input source on the TV to the HDMI Sky is connected to?

[jillham]

Yes. It's not changed from that since it was installed. Sometimes the signal kicks in and sometimes it doesn't. 

thanks. 

[oldfella]

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@jillham wrote:

Just got sky Q installed 3 days ago. At least a dozen times since I've switched tv on and get the no signal. Usually if I switch it off (not power done) and back on I get it but today I had to change source then come back to the relevant hdmi slot to get a connection. Sky box seems fine. Tv software is up to date. I've seen on here resetting resolution to 1080 but the Sky engineer set mine to 2160p so why would I reset to 1080 (that's a genuine question as I dont understand how that would help). Any advice gratefully received. Thanks. 

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Hi @jillham 

Have you got HDMI Cec control switched on in both Q and TV settings?

[Chodley]

Maybe the cable is playing up a bit (which would be why 1080 might help as it's less demanding on a clean signal but you'd obviously lose 4k)

[jillham]

It's a new cable with the box. I would hope it wouldn't be. I guess I could swap it out and see if that helps?

[jillham]

Hi,

yes it's switched on to be in control on both.  Very frustrating. 

[jillham]

@Chodley  and @oldfella , apologies for not replying with your usernames  I thought I was replying directly to your messages. Apologies if there was any confusion! #newtothis

[Chodley]

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@jillham wrote:

@Chodley  and @oldfella , apologies for not replying with your usernames  I thought I was replying directly to your messages. Apologies if there was any confusion! #newtothis

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That's ok, could tell from context. (Speech marks button when composing a reply quotes like I've done just above too)

Does the Q always have a green light when this happens? Wondering if its getting turned off then the HDMI input selection is switching it on via CEC.

[lettice]

Think you may need fuether assistance or an enginner visit;

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[jillham]

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@Chodley wrote:

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@jillham wrote:

@Chodley  and @oldfella , apologies for not replying with your usernames  I thought I was replying directly to your messages. Apologies if there was any confusion! #newtothis

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That's ok, could tell from context. (Speech marks button when composing a reply quotes like I've done just above too)

Does the Q always have a green light when this happens? Wondering if its getting turned off then the HDMI input selection is switching it on via CEC.

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Yes. I checked that the box was definitely on. I appreciate all your thoughts. 

[jillham]

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@lettice wrote:

Think you may need fuether assistance or an enginner visit;

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

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Oh thank you! That was going to be my next step if we couldn't resolve it here. Are they usually fairly quick at responding?

[Greenfingers001]

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

[jillham]

Just as a quick update, Sky sent another engineer out this morning who replaced the box and the cabling so 🤞🏻 that's me sorted. 

I just wanted to say thanks to all who helped me. It's much appreciated. 

Jill