Sky+HD Not Working Thro' HDMI Lead.

gavw · 22-11-2009, 4:08 PM

Hi, just wondering if anyone can help.
Had Sky HD installed yesterday (I use the term "installed" loosely) but I can't get a picture when I'm coupled up with an HDMI cable. The box works ok when a scart lead is used. I've tried changing the TV's HD settings and also the Sky HD settings thro the system set-up, with no luck.
Just wondered if there's something I'm doing wrong.
The TV is about 3 months old (Sony KDL-40W5500) and the box is a 160GB Amstrad (I've noticed this is getting quite warm on the right hand side as you look at it from the front.)
Once again, any help is appreciated.

**logiciel** · 22-11-2009, 4:28 PM

The only thing you've done wrong is let the installer leave without you having the full HD service you've paid for, up and running.
Make the sure the TV is set to the HDMI input then call up Sky and get them to fix it and give you compensation.

Fatwaz · 22-11-2009, 4:39 PM

think youll find its 160g for you and 160 for anytime.it says 160g on the box i think.
as for nothing out of hdmi how the hell has the installer left when thats not working is scanderlous!!!you willl not be getting hd for a start you are basically watching a sd box
silly question but are you switching it to the hdmi channel?if yes call sky complain and tell em you want it fixed asap

gavw · 22-11-2009, 5:27 PM

I was refering to storage space with 160GB.
The install was contracted out, because the guy who came didn't have one of the Sky vans. Not happy with him at all, for the following;
Firstly, I got a call from my wife saying the installer had told her he'd have to run a cable round the skirting board. I extended with twin coax cable myself before I had solid wood flooring installed, so that no cables were visible. If he'd followed the coax back from the existing Sky box another 12 inches, he'd have seen this for himself!
Secondly, I get back to find he's connected the HD box up with a scart lead, as he couldn't get a picture through the HDMI. I tried while he was there, by altering the HDMI settings on the TV and showing him how to switch to the relevant HDMI input! He told me the TV may require resetting to factory settings (I've done this, with no effect) before he completed the installation by phoning Sky to put the signal on. So I paid £30 for an installation which consisted of him delivering and plugging my box in!
I phoned Sky on Saturday afternoon after a couple of hours trying to get a HD picture. The person I spoke to told me she'd been intouch with the installers office, that he was out on a job and would contact me shortly to arrange a re-visit, depending on whether he had a box available. This didn't happen and I'm still waiting for someone to contact me.
I fired ann= email off to Sky to vent my anger but have only had an automated response upto now.
I've tried a second HDMI lead I know is ok, I've proved the Sky HDMI lead on my HDD DVD which upscales and I've also tried the Sky through another of the HDMI ports.
Sorry for the long post, but I wanted to clear up the issues to date.

choddo2006 · 22-11-2009, 10:22 PM

Quote:

Originally Posted by gavw

He told me the TV may require resetting to factory settings

Yes, that "don't accept anything through the HDMI input" can be an awkward setting if you get it wrong.

What a cowboy.

**logiciel** · 23-11-2009, 1:30 AM

Yes, thanks for the update - keep at Sky to fix it and compensate, and keep us informed. Logi

gavw · 23-11-2009, 10:30 AM

Ok, spoke to Sky this morning, curiously, it was the same person I spoke to on Saturday. Anyway, she remembered speaking to me and was mot impressed to find that the installation company hadn't been in touch.
She arranged for the firm to contact me in the morning with regards to them coming out on Tuesday and sorting the problem out.
When I mentioned compensation, she agreed to refund the £30 installation fee. And she said she'd phone back on Tuesday afternoon to check all is well.

I'll let you know how I get on.

**logiciel** · 23-11-2009, 3:35 PM

Well done - that shows it pays to be insistent - keep us informed.

JimmyZ · 23-11-2009, 6:25 PM

On another note... plug a SCART lead in. Leave the HDMI lead in.

Switch to SCART. Is there a message on screen telling you to remove the HDMI lead?

You'll probably find this is down to HDCP encryption, and you may be well to contact Sony to ensure you have the latest firmware for your TV. It may NOT be your HD box at fault, although the installer "doing one" whilst on the job isn't handy, so glad you've got your refund on the install.

gavw · 23-11-2009, 6:47 PM

Quote:

Originally Posted by JimmyZ

On another note... plug a SCART lead in. Leave the HDMI lead in.

Switch to SCART. Is there a message on screen telling you to remove the HDMI lead?

You'll probably find this is down to HDCP encryption, and you may be well to contact Sony to ensure you have the latest firmware for your TV. It may NOT be your HD box at fault, although the installer "doing one" whilst on the job isn't handy, so glad you've got your refund on the install.

The TV and Sky box have been connected using a scart and HDMI lead since Saturday and I can get a picure with the scart but not the HDMI. Also, I haven't had a message telling me to remove the HDMI lead.
I think the problem probably does lie with the TV but any HD installer worth their salt should have known what was wrong, surely?
I'm now going for another look on the Sony website to see what I can find.

Fatwaz · 23-11-2009, 7:08 PM

just a question on your tv.does it accept a 1080i signal at all?some older tvs dont so you may well get nothing via hdmi if the box is set to 1080i.try 720p and dont forget to save settings afterwards and press select like it says or it wont change properly,then switch to hdmi and see

sorry see youve tried the different settings

if you have a hd dvd palyer and this plays via hdmi at 1080i and your tv displays this it must be the sky box

gavw · 23-11-2009, 7:22 PM

Quote:

Originally Posted by Fatwaz

just a question on your tv.does it accept a 1080i signal at all?some older tvs dont so you may well get nothing via hdmi if the box is set to 1080i.try 720p and dont forget to save settings afterwards and press select like it says or it wont change properly,then switch to hdmi and see

sorry see youve tried the different settings

if you have a hd dvd palyer and this plays via hdmi at 1080i and your tv displays this it must be the sky box

Just checked Sony website, the TV supports 1080i and 1080p. Also found a firmware update, so I'm going to try it!

gavw · 23-11-2009, 8:04 PM

Just installed lastest firmware version from Sony website, still nothing doing

kenedin · 23-11-2009, 8:10 PM

Quote:

Originally Posted by gavw

Just installed lastest firmware version from Sony website, still nothing doing

Try switching off & unplugging the tv and Sky box, Disconnect the HDMI cable at both ends. Then reconnect HDMI , fire up the tv first, then the Sky box.

If that doesn't work, try someone else's Sky HD box on your tv.

gavw · 23-11-2009, 9:08 PM

Installation "engineer" (their description, not mine!) phoned tonight to say he's coming tomorrow. Sounds like the same guy who came on Saturday, so anything could happen.

gavw · 25-11-2009, 1:46 PM

Engineer didn't show up or phone yesterday and Sky didn't phone to check-up either.
Phoned Sky again today who offered to contact installer again. I said "don't bother!"
After about 35 mins on the phone, I couldn't get a Sky engineer out at a time that suited me, so I threw the teddy out of the cot and told them to cancel the HD. They told me I had to do this in writing, but according to the back of their "Terms & Conditions" booklet this isn't the case.
So, I've fired an email off detailing the reasons why I want to cancel.
Look forward to getting their reply.
Thanks all who offered advice.

ripkord · 25-11-2009, 3:53 PM

gav, where are you from mate? Glasgow by any chance?

gavw · 26-11-2009, 11:06 AM

No, Yorkshire ripkord.

gavw · 07-01-2010, 10:21 PM

Ok, it's been a while, but this is the latest!
It transpired that to get rid of my HD subscription, Sky would need to send out an engineer to reclaim my box. Therefore, I decided if an engineer was coming out, then he was going to rectify the fault.
So another contractor comes, exchanges my box (an Amstrad) for another new Amstrad box - still no HD. He scrats his head and tells me I'll have to get in touch with Sony (my TV's a KDL40W5500) because the TV can't be compatible with the HD box.
I tell him I can't believe Sony would make a TV that doesn't support Sky HD, so he then goes to his van and returns with a Thomson HD box - this works and I finally get a HD picture. The down side is the Thomson is a refurb, which I'm not happy about, but the guy says that because I'm classed as a "Service Call" he's not allowed to use a new box.
I then spend over 45 mins speaking to various idiots at Sky, telling them I'm not happy about having a second-hand box under my TV, but getting nowhere. I finally snap and give one poor guy a proper reaming, before asking to speak to his manager. Imagine my suprise when I discover his superior is not available.
So I fire another email off to Sky, outlining whats gone off and my anger at having to make do with a refurbished box. They reply, telling me they've booked another engineer to come out with a new box this Monday.
All in all, the number of people I've dealt with upto now at Sky is into double figures. Each time I'm passed to another advisor, I have to go through the whole story. I've had conflicting infomation from most of the people I've spoken to, and I can honestly say, if I was hiring and firing, only 3 of them would be coming into work on Monday.
I appologise if this post is long winded, but I hope it will help anyone else in a similar situation and I reallly wanted to share my experiences of the Sky customer support machine.

gavw · 15-03-2010, 8:07 PM

Quick update - finally got a brand new box, it's one of the new, smaller Amstrad boxes with a 250 GB HDD and it works a treat. As an added bonus, the engineer let me keep the refurbed Thomson box, as a spare, as apparently, they're like rocking horse now!