topic Re: Picture freeze and no sound in Sky Q

Picture freeze and no sound

Malcolm0 — Sat, 11 Nov 2023 18:41:46 GMT

My picture keeps freezing and the sound goes not all the time or in any particular weather. My signal strength is 30/40 and quality is 90
was downloading a film it wasn't windy or bad weather good internet signal a a nd the film kept stop starting

Re: Picture freeze and no sound

oldfella — Sat, 11 Nov 2023 19:32:57 GMT

@Malcolm0 wrote:

My picture keeps freezing and the sound goes not all the time or in any particular weather. My signal strength is 30/40 and quality is 90
was downloading a film it wasn't windy or bad weather good internet signal a a nd the film kept stop starting

Hi @Malcolm0

Signal strength is a bit low and may have a negative influence on live TV and TV Guide recordings.

Downloads however are not affected by satellite signal and are streamed direct from the internet..

Good internet signal is no indication of the strength received at the Q box.

You could try a Network reset on the Q box to see if you can improve the connection.

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router.
If you are on Sky broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

If the issues continue best to get an Engineer from Sky

Re: Picture freeze and no sound

Malcolm0 — Sat, 11 Nov 2023 19:44:05 GMT

Thank you for all that it is good information. I have spoke to Sky help on the phone (no real help) and yes mentioned my broadband but as it's bt they weren't helpful and blamed bt so I'm waiting for bt to ring back.

my upload is 460 and download 111 so it should be good.

I've reset and updated everything.

Re: Picture freeze and no sound

Malcolm0 — Sat, 11 Nov 2023 19:46:14 GMT

Strangely enough when it starts to freeze off I pause then play it's ok for a bit

Re: Picture freeze and no sound

oldfella — Sat, 11 Nov 2023 19:49:23 GMT

@Malcolm0 wrote:

Thank you for all that it is good information. I have spoke to Sky help on the phone (no real help) and yes mentioned my broadband but as it's bt they weren't helpful and blamed bt so I'm waiting for bt to ring back.

my upload is 460 and download 111 so it should be good.

I've reset and updated everything.

Hi @Malcolm0

BT have no interest or influence in the strength of your Broadband at the Q box. Only the general reception in your property.

If you have Netflix on your Q box you can check the Speed your Box is receiving.

Open Netflix and go to the LH Menu .

Scroll down to the bottom and the scroll right and select Get help.

On the Next screen you can check your Q box reception speed.

Re: Picture freeze and no sound

Malcolm0 — Sat, 11 Nov 2023 19:56:59 GMT

So I went to Netflix and checked my network my speed is 34.97 mps?? Is that good or bad?

Re: Picture freeze and no sound

oldfella — Sat, 11 Nov 2023 20:00:38 GMT

@Malcolm0 wrote:

So I went to Netflix and checked my network my speed is 34.97 mps?? Is that good or bad?

That should be good enough @Malcolm0

So your reception issue isn't necessarily down to speed (unless it is fluctuating badly)

Re: Picture freeze and no sound

Malcolm0 — Sat, 11 Nov 2023 20:07:07 GMT

So what's the issue????? It is doing it quite a bit aaagggghhhhh

Re: Picture freeze and no sound

oldfella — Sat, 11 Nov 2023 20:08:38 GMT

@Malcolm0 wrote:

So what's the issue????? It is doing it quite a bit aaagggghhhhh

Get a Sky Engineer @Malcolm0

Re: Picture freeze and no sound

Malcolm0 — Sat, 11 Nov 2023 20:39:45 GMT

thanks for all your help one is booked to come on Monday. Have a good evening.