This programme is no longer available

[Tbd32]

Same happened here. I've got to wait in for the engineer again today. It will be a waste of time. 

[Me134]

---

@Tbd32 wrote:

Same happened here. I've got to wait in for the engineer again today. It will be a waste of time. 

---

No idea why it's still happening for some (I only had the blank screen 4 or 5 times so I'm not heavily affected) but it's been obvious almost from the start that swapping the box or an engineer visit is a total waste of time. Why some Sky agents are persevering with this I have no clue.

[Tbd32]

Update. 
waste of time. Sky engineer updated it to 360 and said just wait for the update that will fix it. 

[mr.tickle]

---

@Tbd32 wrote:

Update. 
waste of time. Sky engineer updated it to 360 and said just wait for the update that will fix it. 

---

Yes, of course. 100% predictable. Call centre staff shouldn't be sending engineers out, and customers should never be agreeing to those fruitless visits.

Those engineers are not the ones who will update the software to fix these bugs.

[Madkitty]

the problem is unless you are like a dog with a bone (me and lots on here!) you know you have a problem and you look to Sky to resolve it at the Engineer/Customer Service stage. Most people don't dig and dig for answers and then come across the issue here 😞

[mr.tickle]

---

@Madkitty wrote:

the problem is unless you are like a dog with a bone (me and lots on here!) you know you have a problem and you look to Sky to resolve it at the Engineer/Customer Service stage. Most people don't dig and dig for answers and then come across the issue here 😞

---

Yes, I can see how it happens. The stumbling block for me is why people in general would ever think that replacing hardware would fix a software bug. The only parts of a Sky Q box that will really ever fail are the power supply or the hard drive. If the HD fails it tells you with errors specifically about the HD, guesswork is not normally required. A failing HD would show corruption in recordings maybe.

[Tbd32]

I told sky sending another engineer would be a waste of time. 
the engineers make out its something they've only just been told about. 

[Madkitty]

we had an engineer out and at the time were clueless - he changed everything...the box, dish connections and broadband hub. when you aren't clued up with what the issue could be then you presume something there is faulty and will be resolved....after all the engineers are skilled (not so in April LOL).

With hindsight now its obvious it wasn't a hardware issue and I would class myself as a normal Sky customer but one who has some tech skills.

Sadly there is a much bigger issue with Customer Service not advising customers there is an issue and that an engineer won't be able to resolve it - but then if they do that people would be up in arms that it seems Sky are refusing to sort a problem. Really they are in a lose lose situation so they are pacifying people with engineer visits.

4 months though to find a resolution is taking the pss now!

[cuke]

---

@Madkitty wrote:

we had an engineer out and at the time were clueless - he changed everything...the box, dish connections and broadband hub. when you aren't clued up with what the issue could be then you presume something there is faulty and will be resolved....after all the engineers are skilled (not so in April LOL).

With hindsight now its obvious it wasn't a hardware issue and I would class myself as a normal Sky customer but one who has some tech skills.

Sadly there is a much bigger issue with Customer Service not advising customers there is an issue and that an engineer won't be able to resolve it - but then if they do that people would be up in arms that it seems Sky are refusing to sort a problem. Really they are in a lose lose situation so they are pacifying people with engineer visits.

4 months though to find a resolution is taking the pss now!

---

What is strange is that thousands of us aren't experiencing this issue, whether it is software related to a particular model of box no-one can answer but the fact is so many are running the same firmware that aren't having this issue makes it extremely difficult to resolve. If Sky can't replicate the problem then it unfortunately points to a local issue only.

[dazb69]

While I appreciate the attempt to look at this from the Sky's  perspective, but let's be real: calling a deceptive or in-effective service process a 'lose-lose' is letting them off the hook way too easily. Sending an engineer to a known software issue is just a way to shift the burden of proof onto the customer. It’s not a technical 'lose-lose'—it’s a customer service failure, plain and simple. When a company knows the fix isn't on the truck, they shouldn't be sending the truck

[Madkitty]

Totally agree hence a very stern emai lto their VIP department after all the hassle we have had....Im certainly not letting them off lightly by any means however Im in HR so look at both sides LOL

[cuke]

---

@dazb69 wrote:

While I appreciate the attempt to look at this from the Sky's  perspective, but let's be real: calling a deceptive or in-effective service process a 'lose-lose' is letting them off the hook way too easily. Sending an engineer to a known software issue is just a way to shift the burden of proof onto the customer. It’s not a technical 'lose-lose'—it’s a customer service failure, plain and simple. When a company knows the fix isn't on the truck, they shouldn't be sending the truck

---

I'm sorry but if it is a 'known software issue' would we not be seeing issues in there thousands being reported?

Certainly not letting Sky off the hook at all but seeing it from a technicians point of view having been in scenarios very similar and it is certainly odd that only a small number of users are experiencing this.

The difficulty is probably in replicating the same exhibited issues thus leading to it being resolved.

Sky, on the other hand, would not want to rush any fix out before ensuring it doesn't break something else.

[cathy+greenwood]

Sky have many issues of it being reported and I was speaking to them yesterday about it.  
I also have many years ( just retired), of auditing offshore IT companies ( a lot in India),  some issues are dealt with well, but too many are not. 
They only opened the issue on June ! 

[Me134]

---

@cuke wrote:

---

@dazb69 wrote:

While I appreciate the attempt to look at this from the Sky's  perspective, but let's be real: calling a deceptive or in-effective service process a 'lose-lose' is letting them off the hook way too easily. Sending an engineer to a known software issue is just a way to shift the burden of proof onto the customer. It’s not a technical 'lose-lose'—it’s a customer service failure, plain and simple. When a company knows the fix isn't on the truck, they shouldn't be sending the truck

---

I'm sorry but if it is a 'known software issue' would we not be seeing issues in there thousands being reported?

Certainly not letting Sky off the hook at all but seeing it from a technicians point of view having been in scenarios very similar and it is certainly odd that only a small number of users are experiencing this.

The difficulty is probably in replicating the same exhibited issues thus leading to it being resolved.

Sky, on the other hand, would not want to rush any fix out before ensuring it doesn't break something else.

---

According to AI at least Sky have between 5.5 & 7.5 million Q box customers so if it was a general issue then we'd certainly have heard about it by now via the mainstream media. That said, many of them will have no idea of this forum but given the relatively small number on here reporting, it's surely can't be affecting a sizable percentage of customers.

The only certain way to test software is to release it to your customer base I'm afraid as there's far too many variables.

Obviously, for the people who are affected by this, that's not even cold comfort.

[GuybrushThreep]

I actually got mine to work again by switching from HDMI 1 to HDMI 2. After a few days I thought that I would switch back over to HDMI 1 and see if that now works.  Nope so back to HDMI 2. Well guess what? Yup that doesn't work now😔