no signal

[kevin252]

I am sick to death of sky and its useless bots.

No satellite signal for weeks, works ok for a few weeks and then back to no signal no tv for weeeks and paying for it all the time. Sky contact always busy, what a totally uselss service. Ready to cancel sky after 15 years 

[Daniel0210]

@kevin252 

Yes, the lines to Sky are always likely to be busy. All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

When you say it works for a few weeks, is that after an engineer has been out?

You also mention no signal. No signal and no satellite signal messages are different…

”No signal” messages tend to be generated from your TV and normally means your TV’s not seeing the Sky box on the relevant HDMI input.

With a “no satellite signal” message, check that the connections from the Sky dish going into the back of your Sky Q box are still finger tight. Otherwise it’s very likely either;
▫️a dish misalignment,
▫️a failing LNB (on the arm of the dish),
▫️water getting into the cabling

▫️snow on the LNB (I had this yesterday evening)
so check the troubleshooting on this link
https://www.sky.com/help/articles/sky-tv-no-satellite-signal-sky-q
It may then give you the opportunity to arrange an engineer. If it doesn’t you’ll need to contact Sky to book an engineer appointment.

If you are connected to a communal dish you need to liaise directly with your building management company or landlord who will have their approved engineers to contact direct.

It’s worth mentioning that:

🔹 a misalignment is not necessarily something that will be visible to the naked eye and could only affect one or two channels (amongst the first to be affected may be TNT or GB News),

🔹 wind, rain or snow can affect the satellite signal and following adverse weather wait times for an engineer will probably be significantly longer.

🔹a Sky Q box requires a periodic 'Keep alive' signal that is delivered via the satellite so if that isn’t received the box will close down until the satellite signal is restored.

[kevin252]

I have Sky plus, not Sky Q, this has been an on going problem for months. When it works great, then no satellite signal for 2 weeks and suddenly comes back for 3/4 weeks and off again. Checked cables countless times. Tried to up grade to sky Q and told service unavailable.

Any ideas, how can I contact a human being at Sky?

[Daniel0210 · Accepted solution]

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@kevin252 wrote:

I have Sky plus, not Sky Q, this has been an on going problem for months. 

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@kevin252 

In that case I have moved your post to the Sky+ board.

I'm afraid Sky no longer support Sky+ and Sky+HD set ups (where you've posted).

You'll need to employ a local satellite engineer at your own expense to; check / realign / repair / replace the dish, perhaps repair or replace the LNB if that's the problem, or check the cables for water ingress. 

If you have Sky Protect cover through Domestic and General Insurance you can call them but a customer previously posted on here that they wouldn't send an engineer - but they did offer the customer £65 towards arranging one themselves.

The alternative is contacting Sky to upgrade to Sky Q or change to Glass / Stream.

[kevin252]

I am not prepared to pay ANother to fix Sky plus that I pay Sky a fortune each month for and does not work. I have tried to upgrade to Sky Q and get a message "not available" each time I try. I thought Telecom were the benchmark for appalling customer service but Sky seem to have beaten them in the race to the bottom. How do I upgrade to Sky Q before I get so annoyed that I cancel Sky after 15 + years?

Please advise! It would be very nice to speak to a human being not a bot or a computer.

[Daniel0210]

@kevin252 

I am human. I'm a Sky customer just like you. You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Sky Q is still available but you need to call Sky to arrange it, you can't order it online. All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

[kevin252]

Hear what you say, how do I contact Sky - is there a phone number?

[Daniel0210]

@kevin252 
You can call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.