Failing Satellite Service

[shortpaul]

My SKY satellite service,approx 16 months old, has failed. When theSKY+HD box is turned the picture goes after about 1 hour. Turning the box off and on again does not always restore the picture. Also, when turned back on, the handset does not activate the the red light on the box. It will sometimes work after being left 24hrs. SKY want £65 to investigate. What do you feel is the best (cheapest) way to resolve this myself? Could I just replace the box myself (secondhand?) and hope this resolves it? Thanks in advance.

[douglas9401]

Yup, loads on ebay and Gumtree.

[Hypognosis]

(i) Even though only 16 months old, it would do no harm to pop in a fresh pair of batteries just to confirm that the remote control itself is still functional. With mine, a red LED lights up at the front end of the remote as well as on the Box itself.

(ii) If you're able to get some kind of picture from the Sky+ (which eliminates possibilities like dislodged SCART/HDMI connectors) then try using this 'hidden menu' which I was directed to use during a helpline call.

Press "Services" button
Press 0 on the number pad (nothing will happen yet)
Press 1 on the number pad (still nothing)
Press Select. The hidden menu appears.
Select item 7 (Sky+ Planner Rebuild)
Read the message and press Select to proceed.

You're told that the box will reboot itself when it's done but I tested it on mine just now and I had to press the Sky button to wake it up again.

[theshedman]

Or you could say that you wish to leave Sky as they are not supplying a service if you are out of contract. That often prompts them into doing it either free or cheaper. If worse comes and you don't get anywhere and cannot get it to work then cancel the contract and take out new one after a while as I have done in the past.

[whiskeryron]

Be careful re-booting you may lose all that is recorded.

Try this first.
Press services< Sky+ Setup< Auto Standby OFF

WR.

[Hypognosis]

@WR //Be careful re-booting//

A bit late for that. Shortpaul already said //Turning the box off and on again does not always...//
What's the difference between that and a reboot?

Or did you mean to say "Be careful rebuilding" - the thing I was suggesting?

[whiskeryron]

Yep, sorry.

WR.

[Hypognosis]

Q. Did you mean A or B?
A. Yes

Comedy gold! :o)

[KJN]

Question time.
Does this happen every time you turn on the sky box?
Do you turn the sky box off after use?
Is there any way that the tv has been set incorrectly to go off after one hour (snooze setting) ?

[Logixlady]

I had this 2-3 weeks ago (told sky to stick their service and purchased a freesat box! .....

First things to check though has anything changed externally. ....is your signal being blocked by trees/new buildings etc ... (My problem was I fact not my sky box but the satellite signal was being blocked by trees in the garden they had suddenly grown with the hot weather and it had blocked the signal!)

Secondly turn off your box and on the reverse unscrew the two cables and after checking them to make sure there Re no breaks etc change them over - then restart your box ... Sometimes this improves your signal (I am assuming if you have spoken to sky technical services they have already got you to try this!)

Thirdly if this hasn't improved anything and the signal is not being blocked and you still wish to retain the services of sky then hone their retention team and tell them you're not impressed, advise them if their digiboxes only last for 16months then you feel you'd better leave sky and go to freesat (or virgin or youview or any other alternative provider!) there retention team will offer you either a replacement box foc or a free engineers visit (they even offered me free sky for 6months as compensation but I was sooooo mad at them I left it o cancelled service!

Sky are losing people in droves and they are desperate to retain people so worth a try!