No Sky satellite signal, cannot get Sky on either tv

[Sandy888]

Tv working perfectly at lunchtime, now no satellite signal on either tv. Disabled pensioners and cannot understand what to do to get the signal back. Tried switching Sky power off, left it for 10 minutes, turned on- nothing! Tv keeps coming up with the same message about initialising the box but nothing happens. Been trying for over an hour to resolve this! I need help! 

[Daniel0210 · Accepted solution]

@Sandy888 

No satellite signal suggests it's almost certainly a dish misalignment or an issue with the LNB (the arm on the dish). Sky no longer support Sky+ and Sky+HD, but if you have Sky Protect through Domestic and General Insurance you can call them to arrange an engineer, otherwise you'll need to employ a local satellite engineer at your own expense to check it (or contact Sky to upgrade to Sky Q or change to Glass / Stream).

[Mark39]

The cause is a dish or cabling fault. Unfortunately Sky no longer provide engineer support for Sky+ equipment unless you have Sky Protect, so you would need to engage a local satellite engineer to take a look.  Or you could upgrade to Sky Q. Any dish faults would be rectified without additional cost as part of the Sky Q installation process. 

[Sandy888]

Thank you for your help and the information. I have Sky Protect but they would not send an engineer out, said they could only suggest upgrading to Q boxes or give me £65 towards calling an engineer out myself, I am going to upgrade to Q with Sky and I have cancelled my Sky Protect as the first time I have needed to use their services they wouldn't help.

Thank you for taking the time to try and help me resolve my problem.

[Daniel0210]

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@Sandy888 wrote:

I have cancelled my Sky Protect as the first time I have needed to use their services they wouldn't help.

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@Sandy888 

That's interesting to know as to when we're advising Sky+ customers in the future. 

[nigea99]

hi @Sandy888 

Sorry to read that SKY Protect would not arrange for an engineer to check your dish and cabling even if they could not do anything with the SKY HD box

You may wish to read some notes I have made for people considering switching from SKY +/HD to SKY Q just so you are aware of some things in switching

SKY +/HD to SKY Q