topic Re: Mini box keeps freezing or losing signal in Sky Q

Mini box keeps freezing or losing signal

Nic6 — Tue, 19 Sep 2023 13:14:25 GMT

This has been going on for a few weeks now but seems to be getting progreworse wheneatching live tv. Sometime the signal is disrupted but usually we geta blue screen and the following message "You can't currently watch TV as there's issue with the connection between this mini box and your sky Q box. For help press?" Is this a fault with the mini box or sky Q box? Our wifi is fine so this is not an issue. We have recently struggled to play Netflix through our Sky Q box - don't know if this is a coincidence or not! Thanks

Re: Mini box keeps freezing or losing signal

oldfella — Tue, 19 Sep 2023 13:34:14 GMT

@Nic6 wrote:

This has been going on for a few weeks now but seems to be getting progreworse wheneatching live tv. Sometime the signal is disrupted but usually we geta blue screen and the following message "You can't currently watch TV as there's issue with the connection between this mini box and your sky Q box. For help press?" Is this a fault with the mini box or sky Q box? Our wifi is fine so this is not an issue. We have recently struggled to play Netflix through our Sky Q box - don't know if this is a coincidence or not! Thanks

Hi @Nic6

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box.

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

Re: Mini box keeps freezing or losing signal

Nic6 — Tue, 19 Sep 2023 14:53:23 GMT

Thanks. i should have said we are having to reboot both devices to try and solve the issue. That works for. A short period but then it happens again. We have no problems with using wifi in the room where the mini box is located and the wifi is near the Sky Q box. We don't have sky wifi.

Re: Mini box keeps freezing or losing signal

oldfella — Tue, 19 Sep 2023 15:05:56 GMT

@Nic6 wrote:

Thanks. i should have said we are having to reboot both devices to try and solve the issue. That works for. A short period but then it happens again. We have no problems with using wifi in the room where the mini box is located and the wifi is near the Sky Q box. We don't have sky wifi.

Hi @Nic6

If you are not using Sky Broadband then your WiFi network is irrelevant as the Mini will need to connect to the Main Q box WiFi.

Did you carry out a Network reset onthe mini as per my previous post?

If the mini still does not connect try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

Re: Mini box keeps freezing or losing signal

Nic6 — Tue, 19 Sep 2023 20:47:01 GMT

Thank you. It appears to have improved. Only time will tell but thank you for your help

Re: Mini box keeps freezing or losing signal

Rachel-M — Wed, 15 Nov 2023 22:38:30 GMT

I am also having the same issues and have tried all of the above and it is just getting worse, no signal problems with anything else in the house and not using sky for broadband, losing the will to live with it at the minute as I can't seem to be able to watch any of my recordings as it just says they are no longer available or I get a blank blue screen and nothing happens, tv guide won't fully load and if try to just watch something it cuts off every few minutes and says it's having connection issues but the settings show everything is connected! I'm wondering if the box is just knackered and I need a new one

Re: Mini box keeps freezing or losing signal

macker51 — Tue, 21 Nov 2023 19:19:16 GMT

My mini boxes in both the bedroom and tv room keep crashing .Sometimes up to 10 times a day and usually from 10pm at night they don't work at all .Always says the same thing we cannot connect to your broadband router .The wifi is working fine with smart tv so I can watch Netflix and Disney on that but not through sky

Re: Mini box keeps freezing or losing signal

jct — Fri, 24 Nov 2023 21:58:33 GMT

I'm having the same problem. I had a sky booster installed and no help. Also have tried using Ethernet and develop to try to hardwire the mini boxes but to no avail. I've had the BT wifi upgraded if newest router and wifi is fine through out the house. It's intermittent but happens daily, different times. I've looked at the channels used and both wifi and sky seem to use Chanel 36, so maybe channel conflict?

Re: Mini box keeps freezing or losing signal

andyfromt-town — Fri, 15 Dec 2023 15:03:03 GMT

Same here. Have tried all the trouble shooting suggestions but sky mini box seems to be progressively worse! Any other suggestions??

Re: Mini box keeps freezing or losing signal

Tams82 — Fri, 15 Dec 2023 20:58:07 GMT

Exactly the same is happening to us. It's with the sky q box. It will work okay for a little while and then the screen freezes. The problem is getting worse and worse. Sky have replaced the sky box and router but the problem is still there. Hours and hours spent on the phone and waiting for sky engineers and no resolution. Don't know what more I can do. So upsetting

Re: Mini box keeps freezing or losing signal

Skinner1110 — Mon, 18 Dec 2023 09:31:23 GMT

Try deleting some of your recordings, and deleting them permanently.

Re: Mini box keeps freezing or losing signal

LR1984 — Tue, 19 Dec 2023 16:56:07 GMT

I'm getting this. Also when I try to fast forward through a program on the mini box, it either doesn't do it or it fast forwards and then won't stop, no matter what I press on the remote. The main box has no problem and there's no problem with the one in my son's room, it's just the one in my room.

I'd like a new one really but I've been told Sky will just send someone out. As its intermittent, I can't guarantee it will happen when an engineer arrives!

I've reset the box many times and reconnected it etc. Nothing is working.

Re: Mini box keeps freezing or losing signal

Laing1 — Tue, 19 Dec 2023 17:20:06 GMT

@LR1984 wrote:

I'm getting this. Also when I try to fast forward through a program on the mini box, it either doesn't do it or it fast forwards and then won't stop, no matter what I press on the remote. The main box has no problem and there's no problem with the one in my son's room, it's just the one in my room.

I'd like a new one really but I've been told Sky will just send someone out. As its intermittent, I can't guarantee it will happen when an engineer arrives!

I've reset the box many times and reconnected it etc. Nothing is working.

@LR1984 that can be that the mini box is at the limit for receiving the signal from the main box, so by sending an engineer they can check the stregnth of the signal and if need be add a booster midway between the boxes if they decide that its a faulty box then they can replace it

Re: Mini box keeps freezing or losing signal

LR1984 — Tue, 19 Dec 2023 20:55:31 GMT

I already have a Sky booster and have fibre to the house.

Re: Mini box keeps freezing or losing signal

Alpha123456789 — Fri, 22 Dec 2023 18:52:56 GMT

Same exact problem for me, started about a week ago after years of working fine. This is obviously something sky has done!

Re: Mini box keeps freezing or losing signal

DaveJBaker — Wed, 03 Jan 2024 17:52:55 GMT

Exactly the same here... something sky has done! Everybody is reporting the same thing. I've had two replacement mini boxes and same symptoms so it is the signal being sent from main box. Main box fine as everyone else is reporting.

Re: Mini box keeps freezing or losing signal

Skinner1110 — Wed, 03 Jan 2024 18:39:32 GMT

I have had one customer service guy and an engineer tell me that this is a known problem with the older main box! After 5 phone calls and 4 weeks later, I finally get an engineer visit. Will let you know if it fixes it it on Friday!

Re: Mini box keeps freezing or losing signal

Ameee1 — Wed, 03 Jan 2024 18:43:48 GMT

Hi I've try switching it off. No satellite signal. Turn off amad on a few time. It's damaged I think

Amee.

Re: Mini box keeps freezing or losing signal

DaveJBaker — Wed, 03 Jan 2024 18:45:42 GMT

Ok. Post update here! Think we're all desperate to find out the cause and the remedy! Thanks!

Re: Mini box keeps freezing or losing signal

Ameee1 — Wed, 03 Jan 2024 18:46:51 GMT