topic Re: Fault sky box in Sky Q

Fault sky box

Justy8sl — Sat, 18 Mar 2023 09:55:05 GMT

My main sky Q box is faulty, it keeps cutting out. We have changed the HDMI cable and used a different port in the tv. Can it be replaced?

Re: Fault sky box

Ecosse — Sat, 18 Mar 2023 10:31:25 GMT

A couple of things, initially the trusty reboot:

I'd suggest fully rebooting the Sky Q main box.

Unplug from the wall for at least 30 seconds.

Now plug back in the Sky Q box and follow the on-screen instructions. This can take up to 5 minutes, and hopefully, you're back up and running.

Then, contact Sky as the boxes are leased, go to this link: https://www.sky.com/help/home

Scroll to the very bottom of the page and now select the Need More Help dropdown, this will lead to a phone contact.

Ignore the automated messages, just wait for an advisor

Good luck.

Re: Fault sky box

lettice — Sat, 18 Mar 2023 11:11:48 GMT

As mentioned above.
Try a power reset of your Sky Q box and also your TV.
For the TV take out all the hdmi leads, leave off power for a few minutes.
Once TV is back up, put the hdmi lead/s back in.
Then power up the Sky Q box

If this still does not solve the problem, come back here and we can get it escalated to Sky for you.
No need to call Sky, we will ask Sky online escalation to work with you for a Sky box replacement and/or engineer.

Re: Fault sky box

Justy8sl — Sun, 19 Mar 2023 21:09:47 GMT

The issue with my sky Q box has not been resolved by following the instructions on rebooting that were sent, it is still cutting out

Re: Fault sky box

PandJ2020 — Sun, 19 Mar 2023 21:14:47 GMT

@Justy8sl wrote:
The issue with my sky Q box has not been resolved by following the instructions on rebooting that were sent, it is still cutting out

Time to call Sky if you suspect a faulty box...

Re: Fault sky box

Chodley — Mon, 20 Mar 2023 08:07:48 GMT

What exactly does "cutting out" mean? Wondering if this is the "small box jumping around the screen" thing.