Sky HD+ box question

claire07

Would appreciate any help before call Sky but have been getting the "your Sky HD box isn't getting a satellite signal" message. I've tried switching everything off and putting on again but no joy.


It is received BBC ITV and some Sky channels but not channels 4 or 5.
We were thinking of adding the £15 Sky Sports offer but obviously want the box sorted first.


Are they likely to make us transfer to Sky Q or is it more likely the dish that will be at fault?

neilmcl

Definitely the first place to look is your sat dish. It may be out of alignment slightly. Have you looked at the signal strength in the settings menu?

tonyh66

dish out of align, wires not connected to box properly or LNB stuffed - the only 3 things it could be.

kwame41

From your description it is likely an LNB fault. It sounds like its not switching to other satellites hence the loss of some channels.

Give sky a ring. First they will tell you switch the box off and on again. Then they will offer an 'engineer' visit. Dont let them charge you though.

JimmyWads

I had the same issue. Sky customer services were useless and tried to get us to upgrade to Q rather than pay for an engineer visit. I complained to the CEO and they sorted everything out within 16 hours.

Try this. Unplug your sky box. Press down the "Back Up" button on top of your SKY HD box and while holding it down plug the power cable back into the sky box. Keep the button held down until four multicoloured lights show on front of the SKY box. This initiates an update through the SKY dish. Once the lights are lit it takes about 10 minutes. Once completed the Sky box will turn off. Once off, keep trying to turn it on using the "Sky" button on the remote. Once it powers up, your Sky service should be restored.

I went through this process and it worked a treat. For some reason Sky Customer service do not know this process but the Executive team do.

If this does not work you can send an email to jeremy.darroch@bskyb.com. He is the CEO of Sky and the Exec team got back to me within one hour of sending the email.

I hope this helps.

chrisw

Don't dismiss Sky Q out of hand though.

I negotiated a discount on my package as well so I ended up paying a lot less with Q than on the old HD.

Just being able to record 5 or 6 programmes at the same time is a massive benefit for me.

More advice is available on the phones and tv board.

https://forums.moneysavingexpert.com/forumdisplay.php?f=68

ballyblack

Don't dismiss Sky Q out of hand though.

Also you get a new LNB, they use a different type

neilmcl

ballyblack wrote: »

Also you get a new LNB, they use a different type

But you can specify a hybrid LNB which will allow you to use traditional Sky boxes as well as Sky Q.

claire07

Many thanks for all the suggestions. I'll have a go at unplugging the sky box and doing the back up.


When I go into settings the signal strength gives a long white box with a small section on the right in blue. Is this how it should be? I was expecting something different or a percentage figure.


If all else fails I'll gear up to phone sky.

kwame41

There are two, one shows signal strength the other quality.

The problem is your LNB isnt switching to the different transponder (satellite signal). You may not have noticed but sometimes when changing channels it takes slightly longer for the image to appear. Thats because the box is tuning to a different satellite via the LNB.

I doubt a reset / forced software update will solve the problem but you can try. You need a new LNB.

neilmcl

claire07 wrote: »

Many thanks for all the suggestions. I'll have a go at unplugging the sky box and doing the back up.


When I go into settings the signal strength gives a long white box with a small section on the right in blue. Is this how it should be? I was expecting something different or a percentage figure.


If all else fails I'll gear up to phone sky.

As mentioned above there should be both Signal Strength and Signal Quality, and you should really be seeing 2 sets of these, one for each input, unless you're running your box from a single input cable.