Sky Q home move, non standard installation

[Bernie37]

Recently moved to a McCarthy & Stone retirement complex and wanting to take sky q. Been a customer at old address many years. The new premises is a non standard installation with a comms cupboard. No satellite dish. Engineer came yesterday to do install. Unable to complete as the comms cupboard  belongs to a 3rd party. He said he could do the work but would get into trouble because the kit was a 3rd party with signs saying do not touch. He didn't know what to do, asked his manager who didn't know what to do and he left. We are now in limbo, paying for a sky service we do not have. I have contacted the phone number on the comms cupboard, they have explained how it works, they are skys authorised contractor for the complex. Have not been able to get anyone at sky to understand and put the job in on their system so that it feeds to contractors work queue. Help!

[nigea99]

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@Bernie37 wrote:

Recently moved to a McCarthy & Stone retirement complex and wanting to take sky q. Been a customer at old address many years. The new premises is a non standard installation with a comms cupboard. No satellite dish. Engineer came yesterday to do install. Unable to complete as the comms cupboard  belongs to a 3rd party. He said he could do the work but would get into trouble because the kit was a 3rd party with signs saying do not touch. He didn't know what to do, asked his manager who didn't know what to do and he left. We are now in limbo, paying for a sky service we do not have. I have contacted the phone number on the comms cupboard, they have explained how it works, they are skys authorised contractor for the complex. Have not been able to get anyone at sky to understand and put the job in on their system so that it feeds to contractors work queue. Help!

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hi @Bernie37 

The system you are referring to is called an IRS (integrated Receception System)  - these are used in some modern housing estates and Appartments

You need an MDU (Multiple Dwelling Unit)  trained SKY engineer to attend. - they may need to install a  Unitron dCSS 422 Sky Q Plug-In adaptor - although if it is the latest tech, this may not be necessary . THe SKY Q box itself will need to be set to SCR (Single Cable Router) mode

you will need permission from whoever is responsible for the system for SKY to access the system - which sounds like you will get

Hopefully advisers will know what to do if you advise it has an IRS and need an MDU engineer

[nigea99]

hi @Bernie37 

Just a thought.

As I suspect your system is the latest tech I mentioned. 

Do you have the SKY Q box & do you have a Satellite connection faceplate in your living room.

If so if you can get a Satellite Fly Lead (short length of Satellite Coax with F plugs on either end) then you can try setting the box to SCR mode yourself 

To do this :

This is in an engineer's menu
To access it :

press Home
Scroll to Settings - but do not press enter/select at this point
Press 0 0 1 in sequence followed by the Enter/ select button
you should now get the engineer's menu

Select the LNB Type & set to SCR if necessary

After changing the LNB type power down your SKY Q box and restart it for the change to come into effect

Note -  the system may not be immediately suitable (as I mentioned it may need an adapter) and of course the Satellite connection faceplate may not be connected to the system

[Bernie37]

Hi, thanks for your reply. The company responsible for the Sky system, say the job needs to be sent to them by sky, they do not authorise sky to touch it. This cinfirmed by the on site warden as well. The job has to be entered correctly on the sky system so it will feed through to them. They say it happens all the time. But I can not get sky to put the job in as advised. They just say it doesn't matter the engineer will do what needs to be done. From what I understand it is just a 5 min job. The apartment is already wired up. The sky q box is connected to socket on the wall. It just needs something done in this comms cupboard which sky need to authorise the contractor to do, by way of entering a job on the system.

[nigea99]

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@Bernie37 wrote:

Hi, thanks for your reply. The company responsible for the Sky system, say the job needs to be sent to them by sky, they do not authorise sky to touch it. This cinfirmed by the on site warden as well. The job has to be entered correctly on the sky system so it will feed through to them. They say it happens all the time. But I can not get sky to put the job in as advised. They just say it doesn't matter the engineer will do what needs to be done. From what I understand it is just a 5 min job. The apartment is already wired up. The sky q box is connected to socket on the wall. It just needs something done in this comms cupboard which sky need to authorise the contractor to do, by way of entering a job on the system.

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hi @Bernie37 

Please may I ask, are you in the UK or in Ireland ?

[Bernie37]

Hi thanks for your reply. From my conversation with the sky engineer that called yesterday. Work needs to be done in the comms cupboard. He could do it, but wouldn't because of the all the signs saying only authorised ABS (contractor) staff to touch the equipment.

There is a faceplate on the wall in the apartment and the sky q box is connected to it, when turned on the box displays a message saying no signal.

[nigea99]

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@Bernie37 wrote:

Hi thanks for your reply. From my conversation with the sky engineer that called yesterday. Work needs to be done in the comms cupboard. He could do it, but wouldn't because of the all the signs saying only authorised ABS (contractor) staff to touch the equipment.

There is a faceplate on the wall in the apartment and the sky q box is connected to it, when turned on the box displays a message saying no signal.

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hi @Bernie37 

Can you try checking/changing the LNB type as mentioned in my earlier post just in case it is connected.

I am not sure it will make a difference but please can you reply regarding UK/Ireland

[Bernie37]

I'm in the uk

[nigea99]

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@Bernie37 wrote:

Hi, thanks for your reply. The company responsible for the Sky system, say the job needs to be sent to them by sky, they do not authorise sky to touch it. This cinfirmed by the on site warden as well. The job has to be entered correctly on the sky system so it will feed through to them. They say it happens all the time. But I can not get sky to put the job in as advised. They just say it doesn't matter the engineer will do what needs to be done. From what I understand it is just a 5 min job. The apartment is already wired up. The sky q box is connected to socket on the wall. It just needs something done in this comms cupboard which sky need to authorise the contractor to do, by way of entering a job on the system.

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@Godfrey I know your replies are usually regarding SKY MDU working with the permission of the System owners but do you know how @Bernie37 can get SKY to authorise the system owners to do the work as described  - any specific terms of phrases that may be needed etc.

[nigea99]

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@Bernie37 wrote:

I'm in the uk

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Many thanks  - the reason I asked was that only time I have come accross this before was in Ireland.

[Godfrey]

@Bernie3  It sounds as if your apartment is presently being fed from a Quad GTU, all you require for Sky Q, is that your apartment is fed from a either a Sky dCSS-422 Plug-In adaptor or a dSCR GTU multiswitch.

Godfrey.

[Bernie37]

Hi, thanks for your reply. As the customer all we have access to are the sockets on the wall, which the sky box is connected too. Everything else is in the comms cupboard which we don't have access too.

[Chodley]

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@Bernie37 wrote:

Hi, thanks for your reply. As the customer all we have access to are the sockets on the wall, which the sky box is connected too. Everything else is in the comms cupboard which we don't have access too.

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Did you try changing the Q box to SCR mode as per the earlier post (post 3)? It might well be that nothing needs doing in the comms cupboard.

[Bernie37]

Thanks to all those that replied. Think I may have solved it. I fired off a complaint to sky. Got a reply telling me to contact tech support for update. Tech support created a new installation job,  after I threatened to leave and the job has dropped into the work queue of the 3rd party contractor. 
hopefully will have sky in the near future.

[Invisiblename]

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@Bernie37 wrote:

Thanks to all those that replied. Think I may have solved it. I fired off a complaint to sky. Got a reply telling me to contact tech support for update. Tech support created a new installation job,  after I threatened to leave and the job has dropped into the work queue of the 3rd party contractor. 
hopefully will have sky in the near future.

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You still haven't answered question about checking your Sky Q is set to SCR