Sky Q connection issues

[Elaine2604]

My Mum's Sky Q cut off last night. Tried all the usual tricks. Switched off & on. Tried resetting everything. Bought a new remote today & paired it up to the box. Sky connection checks say WiFi, Broadband & Sky Q box are all in good working order but her Sky options are not coming on. Firestick works so ruled out problems with the TV. Sky can't send an engineer out for 2wks & AI chats were no help. 

[Chodley]

What does "Sky options are not coming on" mean?

Presumably you can see the output from the Q as you paired a new remote. Why did you buy a new remote by the way?

[Elaine2604]

There is no Sky home page appearing on screen. Mum thought the remote was faulty as new batteries didn't solve the problem & decided to try a new one 

[Chodley]

Maybe box has totally failed. What do you see on screen?

[Elaine2604]

Just a blank screen showing

[MightyQuinn]

Hi @Elaine2604   Have you checked that the TV is on the correct HDMI port? Note, a TV power reboot cannot do any harm.

[Elaine2604]

Yeah, we tried that too but it hasn't fixed the problem. Tried all the usual fixes again today but still a blank screen. Even though the Sky checks are saying "no issues" with the Sky Q box....there definitely is a problem. 

[Laing1]

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@Elaine2604 wrote:

Yeah, we tried that too but it hasn't fixed the problem. Tried all the usual fixes again today but still a blank screen. Even though the Sky checks are saying "no issues" with the Sky Q box....there definitely is a problem. 

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@Elaine2604 does the standby light change from amber to green when you press the on button on the remote or press the on button on the box (the standby light is part of the on button on the box)

[MightyQuinn]

Hi @Elaine2604   I would make sure that the picture resolution hasn't changed. If you point the remote at the Sky Q box, and then key in the sequence Home 1 0 8 0 Home it will reset the box to 1080i.

[Chodley]

The box is outputting a signal and showing the menu - just no TV, by the sound of it

[Elaine2604]

No menu....just a blank screen. Had to book a Sky engineer through an automated service as it seems impossible to speak to anyone in person

[Chodley]

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@Elaine2604 wrote:

No menu....just a blank screen. Had to book a Sky engineer through an automated service as it seems impossible to speak to anyone in person

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But the remote pairing screen did come on?

[Elaine2604]

No remote pairing screen....it's just a blank screen when trying to view the Sky channels. 

[Chodley]

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@Elaine2604 wrote:

No remote pairing screen....it's just a blank screen when trying to view the Sky channels. 

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How did you do this then?

"Bought a new remote today & paired it up to the box"

Is that possible without seeing what it's saying?

[Elaine2604]

My partner followed the pairing instructions from the box & assumed that it had worked, this led him to believe that the Sky Q box is the problem