topic Re: My sky q mini box is sticking in Archive

My sky q mini box is sticking

Julies+Sky+Issue — Sat, 12 Mar 2022 18:54:12 GMT

Around 2 months ago we had this problem - our tv from our mini box was sticking meaning the picture and the sound and often even going back a second or so. I had a long chat which eventually resolved my issue. Now the issue is back again and the sticking has started again.

Re: My sky q mini box is sticking

nigea99 — Sat, 12 Mar 2022 18:57:33 GMT

hi @Julies+Sky+Issue

You may have already done this but if you haven't (or even clutching at straws if you have) I usggest a power down restart of your main box & then the mini:

So the first thing is to restart your main SKY Q box :

Use the remote to place it into standby mode

Then remove the power to it (either switch off at mains or remove the power plug)

Wait at least 30s

Then re-apply the power & wait for it to fully restart - this may take a few minutes.

Once the main box is restarted do the same power down on the mini box.

Re: My sky q mini box is sticking

Julies+Sky+Issue — Sat, 12 Mar 2022 19:00:42 GMT

Hi thanks yes I've tried that a few times with no improvement. Julie

Re: My sky q mini box is sticking

oldfella — Sat, 12 Mar 2022 19:02:42 GMT

@Julies+Sky+Issue wrote:

Hi thanks yes I've tried that a few times with no improvement. Julie

Hi @Julies+Sky+Issue

Try a Reset Settings in the hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
Press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Re: My sky q mini box is sticking

Julies+Sky+Issue — Sat, 12 Mar 2022 19:29:56 GMT

Hi thank you @oldfella but I can't Input 001 it doesn't do anything in response. Do you mean the mini or the main box. Thanks

Re: My sky q mini box is sticking

nigea99 — Sat, 12 Mar 2022 19:32:17 GMT

@Julies+Sky+Issue wrote:

Hi thank you @oldfella but I can't Input 001 it doesn't do anything in response. Do you mean the mini or the main box. Thanks

Go to Home

Then Scroll to Settings but do not press the enter/Select button

then press 0 0 1 in sequence

Now press enter/select button

Re: My sky q mini box is sticking

Julies+Sky+Issue — Sat, 12 Mar 2022 19:35:24 GMT

Thank you @nigea99 yes I've tried that a few times but no effect.

Re: My sky q mini box is sticking

Julies+Sky+Issue — Sat, 12 Mar 2022 19:49:50 GMT

Ok @oldfella I've just done that reset but am still having the sticking issue.

Re: My sky q mini box is sticking

oldfella — Sat, 12 Mar 2022 19:50:55 GMT

@Julies+Sky+Issue wrote:

Hi thank you @oldfella but I can't Input 001 it doesn't do anything in response. Do you mean the mini or the main box. Thanks

Hi @Julies+Sky+Issue

It's not 0 0 1

It's 0 0 1 select (four steps)
Try it first on the main Q box and it doesn't help try it on the mini.

Follow the instructions exactly.

With Setting highlighted press 0 0 1 select (select is the central button)

Re: My sky q mini box is sticking

Julies+Sky+Issue — Sat, 12 Mar 2022 19:55:54 GMT

Ok I've just tried it on the mini but will try on the main box as you suggest @oldfella

Re: My sky q mini box is sticking

Julies+Sky+Issue — Mon, 14 Mar 2022 15:50:29 GMT

Hi @oldfella I have followed your suggestion exactly and have done it on both boxes. It has not improved the problem. I'm still getting the sticking issue which like last time is slowely getting worse. Julie

Re: My sky q mini box is sticking

oldfella — Mon, 14 Mar 2022 15:55:50 GMT

@Julies+Sky+Issue wrote:

Hi @oldfella I have followed your suggestion exactly and have done it on both boxes. It has not improved the problem. I'm still getting the sticking issue which like last time is slowely getting worse. Julie

Hi @Julies+Sky+Issue

I will escalate your post to Sky.

Look out for a chat bubble or personal message

Re: My sky q mini box is sticking

Greenfingers001 — Tue, 15 Mar 2022 11:16:24 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: My sky q mini box is sticking

Lisa-P1987 — Mon, 21 Mar 2022 11:45:25 GMT

Update – Thanks for chatting to us Julie+Sky+Issue. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂

Re: My sky q mini box is sticking

Julies+Sky+Issue — Mon, 21 Mar 2022 12:57:51 GMT

Hi @Lisa-P1987 I believe I had sent one reply. Yesterday we experienced some sticking maybe 3-4 times where the picture paused we are not sure if it was due to a different transmission issue or the same box issue so we are still monitoring the situation

Re: My sky q mini box is sticking

Lisa-P1987 — Mon, 21 Mar 2022 13:39:29 GMT

Hi there @Julies+Sky+Issue your last message to us was on Friday night. We did messege on Saturday asking if everything was ok and had no response. Our system then closed the chat after 48 hours.

Do you still need the chat open whilst monitoring? i can escalated back to our chat team if needed.

Re: My sky q mini box is sticking

Julies+Sky+Issue — Mon, 21 Mar 2022 17:07:50 GMT

@Lisa-P1987 I must've missed the sat message. When I'm using the chat I get no notifications that you have replied. I have to keep logging back in to my account as it doesn't keep me logged in. This was not an issue on the previous chat a few months back and so I was able to see instant messages. I will keep monitoring the issue and will contact you if I feel it has persisted. Many thanks. Julie