Sky q switches off - 15/05

[Chodley]

"No internet connection" should not have stopped you watching TV? Others are here are getting "no satellite signal" which is much more terminal.

and the internet problem is a very common problem with Q anyway, no matter how phat a connection you have. I wonder if the having to reboot etc has caused it to happen to people whose setup was previously stable, as the networking in Q is dynamic and makes random decisions about which box owns the internet connection.

[Teeeee522]

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@Chodley wrote:

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@Teeeee522 wrote:

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@lettice wrote:

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@Teeeee522 wrote:

Hi Chodley, what lettice suggested to me, turning off the openreach. Sorry, I'm new here, not sure if I'm replying to messages correctly. 

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If you have repowered your Openreach ONT and the red light is still showing, there is a fault on your line somewhere.

Normally that would stop your broadband working, but could be another fault.

Are you on Sky broadband?

Which of these Sky broadband router/hub do you have?

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/lights-on-my-sky-hub/article...

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Yes lettice, I'm with Sky for broadband on the Sky Broadband Hub, all lights are green on that, my internet has not been affected thankfully.

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Hang on, missed this, which light is red on the ONT? If the router is happy then it can't be something too serious.

but your "no satellite signal" message suggests it's a problem with either the dish, the cable, their connection to the box, or the electronics hardware inside the box that process the incoming signal.

and powering the Q box down completely for 15 minutes doesn't fix it? Or trying a Settings reset?

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The fault light is red on the ONT. Sky said that an engineer shouldbe able to fix it when they come, now scheduled for 3rd June. The PON & POWER buttons on the ONT are green, which Sky said is good, means im getting the internet. Powering down & resets have not worked unfortunately. I have neighbours in the same row of flats with Sky Q, some having issues still, some not, we're on the same satellite dish. 

[Infineon]

On the Mini boxes I’ve been getting no connection to the Sky Q, the Sky Q no signal. That is what i was meant to say but as I said, it’s currently working.

[middlesex1993]

Unless I am missing some thing.

I have Mirror and Mail newspapers.  Had a very quick look and I can not see any reports of this issue in the news papers.

[TimmyBGood]

@middlesex1993 

https://www.dailymail.co.uk/news/article-14717623/sky-internet-television-broadband.html 

https://www.mirror.co.uk/news/uk-news/sky-tv-outage-can-customers-35240940 

[Godfrey]

@Teeeee522 If you live in a block of flats then your satellite signal is most likely to be via a single SCR coaxial cable from a wall mounted mediaplate in your flat.

But if you have 'reset' your Sky Q receiver it will now be configured to be using the default Wideband LNB connection used by subscribers who have their own Sky MiniDish.

So, as your Sky Q receiver is reporting that it has no satellite signal, you will now need to configure your Sky Q receiver to use Single Cable Router (SCR) LNB mode, instead of the default WideBand LNB mode.

Thus, to configure a Sky Q receiver to use SCR LNB mode;

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

After changing the LNB type, switch to standby, and finally remove mains power from your SKY Q box, then restart it for the change to come into effect

Godfrey.

[Teeeee522]

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@Godfrey wrote:

@Teeeee522 If you live in a block of flats then your satellite signal is most likely to be via a single SCR coaxial cable from a wall mounted mediaplate in your flat.

But if you have 'reset' your Sky Q receiver it will now be configured to be using the default Wideband LNB connection used by subscribers who have their own Sky MiniDish.

So, as your Sky Q receiver is reporting that it has no satellite signal, you will now need to configure your Sky Q receiver to use Single Cable Router (SCR) LNB mode, instead of the default WideBand LNB mode.

Thus, to configure a Sky Q receiver to use SCR LNB mode;

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

After changing the LNB type, switch to standby, and finally remove mains power from your SKY Q box, then restart it for the change to come into effect

Godfrey.

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Thanks Godfrey but I've been advised it's the Wideband for my small row of flats & not the SCR, which I actually ticked both to see if either worked & they don't, still no satellite signal unfortunately. 

[Godfrey]

@Teeeee522  As it is highly unusual for flats that are being supplied from a single communal satellite dish to be supplied with both the horizontally and vertically polarised outputs emerging from a WIDEBAND LNB here in the UK, if your flat is being fed with 'Wideband LNB' satellite transponder signals, it will have been using TWO coaxial cables from the wall mounted mediaplate to both of the satellite inputs on your Sky Q receiver, instead of just a single SCR coaxial cable connection.

NB: After a Sky Q receiver is instructed to change its LNB mode it will only activate that change the next time it powers up after a complete removal of the mains input.

Godfrey.

[lettice]

@Teeeee522 

Done some digging for you re your red fault light on your ONT.

Your ONT is an older type and has some kind of battery backup that helps when you have a power cut.

The more recent ONTs that most of us have or are familiar with do not have this now.

Probably best to contact Sky and get them to get an engineer out to do the battery swap for you.

Have a read of this older thread on here, that details all I'm talking about.

https://helpforum.sky.com/t5/Broadband/Alarm-light-is-solid-red-on-openreach-box/m-p/4643571#M394891

Good to know, that is not a problem or I'd say related to your Sky Q issue.

[Mr+Ripley]

  I had the following text message from Sky a couple of minutes ago: We're extremely sorry if you experienced issues with your Sky Q services recently. These issues have been fixed. If you're still having trouble, please switch off your box at the mains for 30 seconds, then back on. For mini box issues, also reboot the main box.

    I was able to fix my Sky Q box yesterday by doing exactly what they suggest. 

[TimmyBGood]

@Teeeee522 

A red light on the lower right of a large Openreach ONT enclosure is an indication that the cells of the battery backup unit are no longer capable of holding a charge.  This doesn't interrupt broadband unless there's a power cut (at which time it's pointless anyway because the Hub won't work ; )

[Teeeee522]

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@Godfrey wrote:

@Teeeee522  As it is highly unusual for flats that are being supplied from a single communal satellite dish to be supplied with both the horizontally and vertically polarised outputs emerging from a WIDEBAND LNB here in the UK, if your flat is being fed with 'Wideband LNB' satellite transponder signals, it will have been using TWO coaxial cables from the wall mounted mediaplate to both of the satellite inputs on your Sky Q receiver, instead of just a single SCR coaxial cable connection.

NB: After a Sky Q receiver is instructed to change its LNB mode it will only activate that change the next time it powers up after a complete removal of the mains input.

Godfrey.

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Godfrey, you are my saviour. I just changed from Wideband to SCR, turned off & back on & I'm back up & running. Thank you! 2 Sky advisors told me to tick Wideband & when I asked about the SCR option, I was advised it was the Wideband option I had to choose. I actually did tick the SCR myself but my mistake was not shutting down & powering back on again. I'm honestly so rubbish with even the basic of technology. I do still have the red fault light on my ONT box but I just saw a message from another user with some information on that so I'll get back to them now. Thanks again & to everyone that's oferred help & tips. 

[lettice]

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@Teeeee522 wrote:

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@Godfrey wrote:

@Teeeee522  As it is highly unusual for flats that are being supplied from a single communal satellite dish to be supplied with both the horizontally and vertically polarised outputs emerging from a WIDEBAND LNB here in the UK, if your flat is being fed with 'Wideband LNB' satellite transponder signals, it will have been using TWO coaxial cables from the wall mounted mediaplate to both of the satellite inputs on your Sky Q receiver, instead of just a single SCR coaxial cable connection.

NB: After a Sky Q receiver is instructed to change its LNB mode it will only activate that change the next time it powers up after a complete removal of the mains input.

Godfrey.

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Godfrey, you are my saviour. I just changed from Wideband to SCR, turned off & back on & I'm back up & running. Thank you! 2 Sky advisors told me to tick Wideband & when I asked about the SCR option, I was advised it was the Wideband option I had to choose. I actually did tick the SCR myself but my mistake was not shutting down & powering back on again. I'm honestly so rubbish with even the basic of technology. I do still have the red fault light on my ONT box but I just saw a message from another user with some information on that so I'll get back to them now. Thanks again & to everyone that's oferred help & tips. 

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Glad we got you up and running with combined thoughts and help and thank you for your patience and good feedback to all our questions. 
Have a  good rest of weekend watching your Sky Q 😀

Enjoy

[Teeeee522]

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@lettice wrote:

@Teeeee522 

Done some digging for you re your red fault light on your ONT.

Your ONT is an older type and has some kind of battery backup that helps when you have a power cut.

The more recent ONTs that most of us have or are familiar with do not have this now.

Probably best to contact Sky and get them to get an engineer out to do the battery swap for you.

Have a read of this older thread on here, that details all I'm talking about.

https://helpforum.sky.com/t5/Broadband/Alarm-light-is-solid-red-on-openreach-box/m-p/4643571#M394891

Good to know, that is not a problem or I'd say related to your Sky Q issue.

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Thank you so much lettice, you guys on this community are so helpful. I'm now up & running with my Sky Q after information from Godfrey. I will contact Sky to advise of this but hopefully the engineer booked for 3 June can still attend and sort the battery issue on the ONT unit. Have a fantastic rest of the day & thank you again. Good luck to you guys out there still having issues. 

[TimmyBGood]

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@Teeeee522 wrote:

 hopefully the engineer booked for 3 June can still attend and sort the battery issue on the ONT unit. 

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They may just swap the whole unit out for a current model without a BBU: that's effectively obsolete hardware because as I noted above the battery doesn't actually help at all with broadband continuity, and all the deployed units are at the end of their recharge life and will start displaying the fault LED.