Our Sky box keeps failing to show tv schedules

[Martinigirl1812]

We need to re boot box every other day. Keeps on saying trying to find tv programmes 

[Daniel0210]

@Martinigirl1812 

Have you also tried rebooting your internet router? If not, try that then a reboot of the Sky Q box. The epg schedule comes to the box via your internet. 

[Martinigirl1812]

Yes thank you this is what we need to do every time. Sadly this usually takes 2 or more attempts because it keeps saying it is not connected.

[ATC7]

"Waiting for TV schedule"

THIS HAS BECOME A JOKE NOW. Almost every 3/4 days I would accept every 3/4 months which it used to be.

PLEASE DO NOT REPLY WITH RE-BOOT SKY BOX OR ROUTER.

 I rang the SKY number  only to be answered by a Mobile upgrade specialist and tried to transfer to nowhere so gave up.

This needs to be escalated at the highest level.

None of the tips or help pages FAQ’s  even mention this issue.

I have a FIBRE connection,

I checked my speeds on my main SK Q 2TB using the Netflix App /Help and get 168.57 Mbps.

My 2 mini-Boxes get the maximum speed these are capable of, these have the same issue.

I believe you cannot set a new record whilst the boxes are in this state.

I have checked my Software and all up to date.

No where so far that I can find to raise a complaint except ring that number which is a rip off and unfair customer service, THIS SHOULD BE A FREEPHONE NUMBER IF IT IS A FAULTY SERVICE NOT US PAYING.

No account is taken of our TIME & PATIENCE.

I will keep trying to escalate this matter.

[Quoman7]

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@ATC7 wrote:

"Waiting for TV schedule"

THIS HAS BECOME A JOKE NOW. Almost every 3/4 days I would accept every 3/4 months which it used to be.

PLEASE DO NOT REPLY WITH RE-BOOT SKY BOX OR ROUTER.

 I rang the SKY number  only to be answered by a Mobile upgrade specialist and tried to transfer to nowhere so gave up.

This needs to be escalated at the highest level.

None of the tips or help pages FAQ’s  even mention this issue.

I have a FIBRE connection,

I checked my speeds on my main SK Q 2TB using the Netflix App /Help and get 168.57 Mbps.

My 2 mini-Boxes get the maximum speed these are capable of, these have the same issue.

I believe you cannot set a new record whilst the boxes are in this state.

I have checked my Software and all up to date.

No where so far that I can find to raise a complaint except ring that number which is a rip off and unfair customer service, THIS SHOULD BE A FREEPHONE NUMBER IF IT IS A FAULTY SERVICE NOT US PAYING.

No account is taken of our TIME & PATIENCE.

I will keep trying to escalate this matter.

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Hi @ATC7 Your main SKYQ and Mini boxes standby settings may be in ECO mode, which means they will power down through the night from  2.30am and 5:45am which may be causing your Main SKYQ box to disconnect from your router?

Set your standby settings on your SKYQ devices to either Active or None. Rebooting your router by removing the power cable for 30 sec, then doing the same to your main SKYQ box, in that order should stablise the connection?

Your Mini boxes connect to your main SKYQ box by their own wifi mesh, and not directly to your broadband router.

[ATC7]

Thanks Quoman7 for your reply.

I was told by SKY a long time ago to take them out of ECO & Standby mode.

All my Sky Boxes are connected on a LAN 1gb Network via Ethernet cables .

I have no issues with my Internet connection whatsover .

I use my SKY boxes for all my APPS such as Neflicks, Amazon , Catch up etc no issues .

[Martinigirl1812]

You are very lucky. I did not know about this setting so we have now looked and our boxes are set on NONE. So this is obviously not what the issue is. I must admit it is reassuring its not just our problem. Hopefully SKY can sort it our for us.

[Addie15]

Hi there, Martinigirl1812!  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[ATC7]

CAN I ACCESS A SKY EXPERT PLEASE

[GD1]

@ATC7  Please don't SHOUT!  You can call Sky for an expert

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[Daniel0210]

@ATC7 

Your duplicate thread of your post from this morning has been removed. There's no need for it to be posted again as the one this morning has been replied to on this thread. 

[ATC7]

For you information 

I tried as per your advise ringing at 20:50

firsrt message said Sky lines close at 9pm but they would try to get to me before 9pm

next message said " really busy and 40 minute wait. 
You can guess what I did .

also for your information lines open 8am not 7am

so I will try at 8am this morning.

I expect Sky will refund all my costs !

[Daniel0210]

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@ATC7 wrote:

I expect Sky will refund all my costs !

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@ATC7 

What costs are you referring to? 

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Martinigirl1812]

A sky advisor was scheduled to contact me???????