Puntoboy
Prominent Member
I had my Sky Q 2TB V1 box replaced a couple of weeks ago due to an issue where it would lock up and be completely unresponsive.
Since getting the new V2 box installed I have been having an issue watching UHD content, be it live or on-demand. After a few minutes of watching, the screen would go blue with a message along the top saying "There is a technical issue which is preventing you from watching in Ultra HD, you are still able to watch in HD and SD programs. Please try again later. For help, press ?"
I opened a call with Sky and on Thursday morning an engineer came round. I explained the issue to him and immediately talked about an issue he was aware of where some older TVs had compatibility issues with the V2 boxes. He then searched their system for references to the issue and note on their system saying I needed to ring LG (I have a C8 OLED) and get a firmware update for my TV. I called the number is gave and spoke to LG who told me this issue was never a problem with the OLEDs and that Sky's information is out of date. The Sky engineer then ran some more tests, re-terminated the Sky cables from the dish and left.
Over the last two days I've been talking to Sky again and they've had me trying other settings, most recently turning off HDMI control and SIMPLINK (CEC)) but nothing has worked. They have booked another engineer but the earliest he can attend is 19th November. That would be over 6 weeks from issue to resolution if they can fix it.
I am using the original Sky HDMI cable (with the pink end and Sky Logo) connected directly to HDMI port 1 on the TV. Deep colour is enabled on the TV.
I'm at my wits end. Does anyone have any suggestions on how I can fix this? I don't really want to have to wait another 3 weeks at least for an engineer for him not even be able find the fault either.
So I'm left with the issue and neither Sky or LG want to take responsibility for it. To make matter worse, we move house on the 20th December (hopefully) and I can't book this until the current engineer visit is cancelled or completed and knowing how busy their engineers are I want to get this booked ASAP.
Since getting the new V2 box installed I have been having an issue watching UHD content, be it live or on-demand. After a few minutes of watching, the screen would go blue with a message along the top saying "There is a technical issue which is preventing you from watching in Ultra HD, you are still able to watch in HD and SD programs. Please try again later. For help, press ?"
I opened a call with Sky and on Thursday morning an engineer came round. I explained the issue to him and immediately talked about an issue he was aware of where some older TVs had compatibility issues with the V2 boxes. He then searched their system for references to the issue and note on their system saying I needed to ring LG (I have a C8 OLED) and get a firmware update for my TV. I called the number is gave and spoke to LG who told me this issue was never a problem with the OLEDs and that Sky's information is out of date. The Sky engineer then ran some more tests, re-terminated the Sky cables from the dish and left.
Over the last two days I've been talking to Sky again and they've had me trying other settings, most recently turning off HDMI control and SIMPLINK (CEC)) but nothing has worked. They have booked another engineer but the earliest he can attend is 19th November. That would be over 6 weeks from issue to resolution if they can fix it.
I am using the original Sky HDMI cable (with the pink end and Sky Logo) connected directly to HDMI port 1 on the TV. Deep colour is enabled on the TV.
I'm at my wits end. Does anyone have any suggestions on how I can fix this? I don't really want to have to wait another 3 weeks at least for an engineer for him not even be able find the fault either.
So I'm left with the issue and neither Sky or LG want to take responsibility for it. To make matter worse, we move house on the 20th December (hopefully) and I can't book this until the current engineer visit is cancelled or completed and knowing how busy their engineers are I want to get this booked ASAP.