Sky keeps saying I cannot watch something I have recorded or won’t record a programme

[BorderCollie73]

Hello,

In recent weeks my sky keeps saying that I cannot watch a recorded programme, download a programme or record a programme. I can fix this if I turn it off at the plug to reset it but this is now happening daily. I have updated to the latest software. Any ideas what I can do to permanently fix this please?  Thanks

[oldfella]

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@BorderCollie73 wrote:

Hello,

In recent weeks my sky keeps saying that I cannot watch a recorded programme, download a programme or record a programme. I can fix this if I turn it off at the plug to reset it but this is now happening daily. I have updated to the latest software. Any ideas what I can do to permanently fix this please?  Thanks

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Hi @BorderCollie73 

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[BorderCollie73]

Hi @oldfella I have just done as you suggested. I will be back if that hasn't worked. Thanks for your help. 

[BorderCollie73]

So unfortunately that hasn't worked. I cannot pause my programmes now, it won't let me delete programmes and it will often say a programme is no longer available to watch. I am having to switch it off at the mains at least 4 times a day now. I tried to call Sky but only got a message to say come back here. Has anyone got any ideas please?

[Laing1]

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@BorderCollie73 wrote:

So unfortunately that hasn't worked. I cannot pause my programmes now, it won't let me delete programmes and it will often say a programme is no longer available to watch. I am having to switch it off at the mains at least 4 times a day now. I tried to call Sky but only got a message to say come back here. Has anyone got any ideas please?

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@BorderCollie73 I have escalated this to sky

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Look out for a chat bubble at the bottom of your screen inviting you to a chat
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The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @BorderCollie73 to chat.

[Lisa-P1987]

Thanks for chatting to us @BorderCollie73 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks