topic Re: Sky Box turns off in Sky Q

Sky Box turns off

ElenM — Mon, 03 Jul 2023 19:41:40 GMT

I see this is a common problem but I can't find any solutions that have reliably worked for people. Sky also don't put a phone number anywhere obvious to get in touch so I hope that people here can help.

Our Sky box randomly turns off. It has done infrequently since we got it. I cannot find a cause and I have even got it set on a wired connection now. Turning it on and off doesn't help.

Has anyone actually fixed this and if not, what is the Sky phone number to get in touch with a human being?

Thanks

Re: Sky Box turns off

oldfella — Mon, 03 Jul 2023 19:50:11 GMT

@ElenM wrote:

I see this is a common problem but I can't find any solutions that have reliably worked for people. Sky also don't put a phone number anywhere obvious to get in touch so I hope that people here can help.

Our Sky box randomly turns off. It has done infrequently since we got it. I cannot find a cause and I have even got it set on a wired connection now. Turning it on and off doesn't help.

Has anyone actually fixed this and if not, what is the Sky phone number to get in touch with a human being?

Thanks

Hi @ElenM

Try a Reset Settings in the Q box 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.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote 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.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

As far as contacting Sky

If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

Re: Sky Box turns off

ElenM — Mon, 03 Jul 2023 20:14:12 GMT

Thanks!

I will try this now.

Re: Sky Box turns off

ElenM — Thu, 06 Jul 2023 18:33:02 GMT

Still turning off.

I guess that doesn't work.

Any other ideas?

Re: Sky Box turns off

nigea99 — Thu, 06 Jul 2023 19:32:15 GMT

hi @ElenM

When it switches off does the screen shrink & possibly bounce around ?

Re: Sky Box turns off

ElenM — Thu, 06 Jul 2023 21:53:44 GMT

No, the screen goes black and the power light turns red.

Theres no small screen showing.

Re: Sky Box turns off

DisplayName2000 — Fri, 07 Jul 2023 05:31:51 GMT

Try changing the standby settings

https://www.sky.com/help/articles/using-the-standby-settings

or check for minor electrical fails on your grid.

Sky wants to decrease the load on their call centers, but on the end of most articles there is a phone number.

Re: Sky Box turns off

ElenM — Fri, 07 Jul 2023 20:31:27 GMT

I've plugged the box into another socket although the previous 3 Sky boxes have been happy there.

I looked at standby settings but it's powering off, not going to standby, and it's set to eco.

The box still went off 3 times this evening.