Sky+ Box Loss of Signal

[sarah_louise]

Before I go through the trauma of waiting in the SKY customer service call centre queue and then a conversation asking me to unplug press buttons reset etc... can anyone tell me.
On the MENU if you go to SERVICES then-SETUPthen -signal strength.
How far across the scale should I get for signal quality and strength.
On Input 1 I get about 50% and Lock OK on Input 2 I get nothing and not locked.
If I try to record two programs I get one that reports FAILED.

Also at the bottom there is System Health Check you put in your PIN it bleeps thats all and gives a INCICDENT NUMBER . What does that do ?

[Mattk]

No signal at all on input 2 is bad.Have you tried unscrewing the cables from the back ? When mine lost one signal,the reason was a split in the sleeving of the cable outside had allowed water in and over time the water got in the back of the box and blew that signal.Unscrew the cable,if it is a healthy copper then its not that but if its black then it is !

Also,you could simply try swapping cables and seeing if anything changes ie if the other signal drops out but the signal 2 is fine then it would point at the cable being at fault.

Post back with your findings.

[sarah_louise]

Thanks Mattk. Yes I swopped them over ( they were very tightly on ) and Input 1 was then unlocked and no signal and Input 2 was OK but still not more than 50%. Yesterday was clear weather conditions as this ( cloud and rain ) is usually the response from Customer Services to get rid of you.
If you try and tell SKY cust. Servicest useful facts like that they just ignore you and read the next item on their menu script. It is infuriating.
I hope this does not sound stupid but could a strong gust of wind have moved the dish slightly as we have had plenty of that just lately.

[Mattk]

Anything is possible but as you have swapped the cables and input 1 then disappeared,this strongly suggests that a cable is at fault and not the dish.

Have you tried checking the dish end of the cables to make sure they are still securely fitted - maybe one cable is loose ?

Depending on positioning and cable length,it may be worth checking the offending cable from one end to the other to make sure it hasnt been damaged.

[sarah_louise]

After 30 minutes trying to get through the conversation menus with SKY customer services we have got the Engineer coming. I will post back
An example of Sky Quesioning logic is like this.
"we have got no signal on Input Line 2 and recordings report FAILED"
response "Are you Single, Married or Divorced"
"What has that got to do with it"
"It is not on your Account Record and I need to fill it in before I can proceed "

or

You have answered every Question gone through a firmware reset again (unplugging, hold buttons, plug in ) which you had done before you even rang and they agree to an Engineer callout but you may be charged etc..

They then ask you slowly and labourously your address again which they have already gone through with you and password so they must have it on the screen

Aaaaaaaaaaaaaaaghhhh !

[sarah_louise]

Now fixed
It was something on the dish called an LNB. This can fail and allow some programs through but not others

[Mattk]

Glad to hear your probs are over !
FYO the LNB is the thing on the end of the arm