Voice Control on Sky Q remote stopped working

[shesawsparks]

The remote for my Sky Q Mini box seems to have stopped working properly. It hasn't stopped worked completely; sometimes it hears what I say correctly, but it more often than not it either doesn't catch what I'm saying at all, or it isn't quite right.

I have just recalibrated/resynced my remote as i couldn't control the volume using my Sky remote either and i thought this would also fix the voice control issue but alas, it hasn't.

Anyone know how I fix this? 

[Greenfingers001]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147  

[Lisa-P1987]

We are still looking to help you shesawsparks. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Minimog]

I'm having the same issue.  It used to work just fine, not perfect but understood most of what was said.

Now it ALWAYS says "sorry, didn't quite catch that" every single time.  I have totally given up using it at all.  Changing the batteries made no difference whatsoever. 

[Laing1]

@Minimog @shesawsparks try rebooting your router as the remote uses the internet may not help but worth a try 

[Minimog]

I have rebooted the router several times since the issue started, but no luck.

[Christine191]

When I first got Sky Q just over a year ago the voice control worked fine. But now it doesn't work at all. Any ideas?

[Laing1]

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@Christine191 wrote:

When I first got Sky Q just over a year ago the voice control worked fine. But now it doesn't work at all. Any ideas?

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@Christine191 have you tried rebooting your router ? 

[Christine191]

@Laing1

I've tried rebooting the router and unplugging the TV a couple of times, but now I can't access Sky at all. When I press the source button I get a white circle each time which says 'unknown'..Before I came on this site, I'd been looking at Sky Q's Help page re voice control and when I went back, the screen was frozen.. I then rebooted the router and unplugged the TV. I wonder if I can do anything else before I have to get in the engineer.

[Laing1]

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@Christine191 wrote:

@Laing1

I've tried rebooting the router and unplugging the TV a couple of times, but now I can't access Sky at all. When I press the source button I get a white circle each time which says 'unknown'..Before I came on this site, I'd been looking at Sky Q's Help page re voice control and when I went back, the screen was frozen.. I then rebooted the router and unplugged the TV. I wonder if I can do anything else before I have to get in the engineer.

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@Christine191 Have you tried rebooting your main Q box ie
putting your box into Standby then switching it off at the wall for 30 seconds
switch it back on then follow the on screen instructions

if your Sky box is plugged into HDMI1 you need to make sure that the source is set to HDMI1

but firstly you need your Q box to come on to having a green colour showing on the front of the box 

[Christine191]

@Laing1

I've now rebooted the Q box, waited for the green light, but the TV screen stays the same - there's no instructions. I really appreciate all the time and effort you've put into trying to solve this problem, but would now be the time to escalate this to a Sky expert?

[Laing1]

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@Christine191 wrote:

@Laing1

I've now rebooted the Q box, waited for the green light, but the TV screen stays the same - there's no instructions. I really appreciate all the time and effort you've put into trying to solve this problem, but would now be the time to escalate this to a Sky expert?

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@Christine191 have you used the source button on your TV remote and gone through all of the inputs to see if you can get a picture frommthe sky box it may be that its on the wrong input and you just need to go through them to find the correct one 

[Christine191]

@Laing1

When I press the source button, I get three options, one says TV, one says HDMI 1 and the third says BluRay.. I've then pressed the same button as I've always used to get access to the programmes, but this time nothing.

[Laing1]

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@Christine191 wrote:

@Laing1

When I press the source button, I get three options, one says TV, one says HDMI 1 and the third says BluRay.. I've then pressed the same button as I've always used to get access to the programmes, but this time nothing.

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@Christine191 I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

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

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Christine191 an invite to chat.