Q box 2TB pixilation on HD

[Lucyliu2]

Good morning. New Qbox 2TB, external power supply. 

Pixilation on live HD channels. Retune to SD, no pixilation. Engineer checking the distribution system in the block gets no pixilation on his scanner screen, perfect.

Same channel into Q box, pixilation. He says that he sees this occasionably on the 2TB box and believes it may be related to the outboard power supply, or a fault in the Box, we have tries 2 2TB boxes, both identical issues.

Any suggestion as to resolving this?

[nigea99]

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@Lucyliu2 wrote:

Good morning. New Qbox 2TB, external power supply. 

Pixilation on live HD channels. Retune to SD, no pixilation. Engineer checking the distribution system in the block gets no pixilation on his scanner screen, perfect.

Same channel into Q box, pixilation. He says that he sees this occasionably on the 2TB box and believes it may be related to the outboard power supply, or a fault in the Box, we have tries 2 2TB boxes, both identical issues.

Any suggestion as to resolving this?

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hi @Lucyliu2 

I can't help but think that if the Engineer tested all the channels as they should do and found the system working fine but find that the box is is giving picture problems they have a responsibility  to supply a box that doesn't

I have never heard anyone blame the external power supply as a potential reason for such problems. 

Anyway I have escalated your post to SKY who, hopefully, will be in touch to discuss with you..

Please see this link re the escalation and what you might see:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Greenfingers001]

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

[Lucyliu2]

@nigea99 

Thank you, very kind.

As I said, this is the second new 2TB box with the same issues so Sky engineer thought it an issue with the distribution within the block. The independent engineer, who installed the sytem has a scanner/display that has no issues, plug the same cable back into the Q, pixilation.

In his experience these issues tend to occur most often with the 2TB boxes with the external PSU. He has no explanation why that might be, might just be coincidence, Suggests trying a 1TB box with onboard power supply.

Is such a thing even available?

[nigea99]

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@Lucyliu2 wrote:

@nigea99 

Thank you, very kind.

As I said, this is the second new2TBB box with the same issues so Sky engineer thought it an issue with the distribution within the block. The independent engineer, who installed thesytemm has a scanner/display that has no issues, plug the same cable back into the Q,pixilationn.

In his experience these issues tend to occur most often with the2TBB boxes with the externalPSUU. He has no explanation why that might be, might just be coincidence, Suggests trying a1TBB box withonboardd power supply.

Is such a thing even available?

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hi @Lucyliu2 

The engineers should not rely on the inbuilt display monitor that is an aid & not  a definitive guide to the state of the signal

The SKY MDU trained engineers have equipment that can give full details of all the transponders and should be able to give a PDF report to those responsible  for the system - I would hope that the engineers responsible for the system also have similar test equipment able to show the full  technical status of all transponders .

Whilst there are 2TB &1TB UHD/HDR  capable boxes I really do not think whether the power supply is internal or external will make a difference to the signal handling

BTW from your original post  I didn't realise it was the  independent engineer saying everything was OK (by checking his screen) - as I say it is important they look at the full technical signal strengths & error rates that the SKY MDU engineers will do ( @Greenfingers001  sorry for my assumption)

[nigea99]

BTW @Lucyliu2 

Our kind expert  @Godfrey  posted a sample display that the engineers should be able to check:

Signal Test display 

[Lucyliu2]

@nigea99 

Then it looks like I need to see an MDU engineer. I am a 'civillian' here, I just want it to work.. 

Right now I feel that I am in the middle of a 'its the system fauly', no 'its a box fault' situation which is, to be polite, very tedious.

That there is an issue is plain to see, these things happen, I understand that. Getting it resolved seems to be the issue.

[nigea99]

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@Lucyliu2 wrote:

@nigea99 

Then it looks like I need to see an MDU engineer. I am a 'civillian' here, I just want it to work.. 

Right now I feel that I am in the middle of a 'its the system fauly', no 'its a box fault' situation which is, to be polite, very tedious.

That there is an issue is plain to see, these things happen, I understand that. Getting it resolved seems to be the issue.

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Unfortunately this is one of the problems with communal Systems - each party often blaming the other. 

If it is the feed (as I suspect it might be) then a SKY MDU (Multiple Dwelling Unit) trained  Engineer shoud be able to fully check the signal and I believe able to produce a PDF report that can be sent to the people resposnible for the fee.

If it is the communal system that has problems then it is, unfortunately down to your Housing management to deal - If the feed is OK  (which I am slightly doubting) then the SKY engineer should be able to deal with any box replacements necessary

Hopefully with your 'contact chat' with SKY you will have been able to arrange a suitably trained engineer to visit  

[Lucyliu2]

@nigea99 

Thanks again for your help.

Having the setup fully assesed by a Sky MDU engineer is probably the next step but Sky are really not keen on doing that. They are totally convinced that it is a system fault and do not want to waste time on another visit, not even to do a full diagnostic that I can pass onto our installation engineer.

With each 'side' blaming the other, I am considering sending every thing back as not fit for purpose. We have had the system for just over 2 weeks and the problem has been an issue from day one.

Any suggestion of how to escalate this with sky would be a help.

I am asking the block management for a more thorough test of the system by their engineers but at present they consider their serup to fine.

[nigea99]

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@Lucyliu2 wrote:

@nigea99 

Thanks again for your help.

Having the setup fully assesed by a Sky MDU engineer is probably the next step but Sky are really not keen on doing that. They are totally convinced that it is a system fault and do not want to waste time on another visit, not even to do a full diagnostic that I can pass onto our installation engineer.

With each 'side' blaming the other, I am considering sending every thing back as not fit for purpose. We have had the system for just over 2 weeks and the problem has been an issue from day one.

Any suggestion of how to escalate this with sky would be a help.

I am asking the block management for a more thorough test of the system by their engineers but at present they consider their serup to fine.

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Oh no - I am sorry you find yourself in the middle. 

I can understand SKY's position but as they are taking your money for a service I would have hoped they may have been a little more flexible to help you resolve this. 

I am sorry I don't know how it can be escalated further - we have no contacts other than the team I have already escalated it to - the other teams we deal with only handle general trends and not individual cases.

If you are within the cooling off period (I am afraid I don't know how long that is) then maybe they will be a bit more considerate if they feel they will loose your subscription

[Godfrey]

@Lucyliu2  Unfortunately your Sky engineer has clearly failed to follow the clear instruction issued to Sky Multiple Development Unit (MDU) trained engineers when their test meter discovers transponder signals that fail to meet the industry wide Confederation of Aerial Industries (CAI) standard for communal Integrated Reception System (IRS) installations, whereby they are instructed to export a copy of the test meter results to Sky Field Services, and then email a PDF file copy of the test meter 'logger' results to the customer.

If the loggers show fails there is nothing you can do to rectify the fault. Export the logger as a PDF and send to the customer via email so they can get the Managing Agent to make arrangements to have the block serviced.

The whole point of this instruction is to provide indisputable detailed evidence of the faults which have been discovered and require rectification by the communal maintenance engineer thereby removing any ability for this individual to impart their own particular personal opinions on what is adequate.  

Your previous Sky engineer has fundamentally failed to follow this simple instruction, and in my personal opinion, Sky should not hesitate in sending another Sky MDU trained engineer who is prepared to follow the correct procedure when their test meter  'logger' reveals errors.

Godfrey.

[nigea99]

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@Godfrey wrote:

@Lucyliu2  Unfortunately your Sky engineer has clearly failed to follow the clear instruction issued to Sky Multiple Development Unit (MDU) trained engineers when their test meter discovers transponder signals that fail to meet the industry wide Confederation of Aerial Industries (CAI) standard for communal Integrated Reception System (IRS) installations, whereby they are instructed to export a copy of the test meter results to Sky Field Services, and then email a PDF file copy of the test meter 'logger' results to the customer.

If the loggers show fails there is nothing you can do to rectify the fault. Export the logger as a PDF and send to the customer via email so they can get the Managing Agent to make arrangements to have the block serviced.

The whole point of this instruction is to provide indisputable detailed evidence of the faults which have been discovered and require rectification by the communal maintenance engineer thereby removing any ability for this individual to impart their own particular personal opinions on what is adequate.  

Your previous Sky engineer has fundamentally failed to follow this simple instruction, and in my personal opinion, Sky should not hesitate in sending another Sky MDU trained engineer who is prepared to follow the correct procedure when their test meter  'logger' reveals errors.

Godfrey.

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Thank you @Godfrey 

Hopefully @Lucyliu2 can use your extract to persuade SKY to visit again to provide such a report & move this on

[Lucyliu2]

@Godfrey and @nigea99 

Thank you for all the information, most illuminating.

It is quite clear that these protocols have not been followed, the Sky engineer who called was clearly not MDU trained, very low level, little more than a 'box swapper'.

I shall ask Sky for the logger details so that I can get onto the block management and maybe get the service I am paying for. 

Onwards...

[Lucyliu2]

Sky being exceptionally awkward, do not want to send out an MDU engineer, claiming all engineers are MDU trained. The chap who did the callout (june 6th) was little more than a box swapper, actually taking instruction from anothe engineer on the phone! There was no report or offer of a report of any kind just telling me to get hold of the block engineer. so not his problem.

Any suggestions as to how to proceed?

Sky help on the telephone say they are talking to a senior engineer and will get back to me, lets hope that they do.