topic Re: Sky Q problems... in Sky Q

Sky Q problems...

Vully — Tue, 05 Mar 2024 21:23:11 GMT

My 2Tb ( silver? ) Sky Q box from when Q was available for non SKy broadband customers has been a problem over last few months. It's a non HDR 32B0xx box I think, on current firmware.

Very slow to open a menu screen e.g. recordings, scheduled, TV guide etc. like 20 seconds
Opens a black screen with mini view on the right hand side! Needs a few goes to stand-by and back on or SKY button presses to fix, or even power off restart
Download catch-up or on demand says downloading, then sticks at 0% for hours, or other times gets well into downloading and then says "technical problem at other end". I am on a 900 mbs full fibre boradband and ethernet from router to Sky Q box so it ain't wifi issues.
Now started not connecting via HDMI cable to TV - TV says no signal, so pull out / refit HDMI cable it MIGHT come on, but usually needs a power off restart.
Tonight it twice had a black screen but with sound! A power off restart fixed that ...

All these issues seem to be sorted for a couple of days after a power off restart. HDD is about 60% full so not that.

Is the box just "tired" or broken / breaking? Can I get it replaced free as it IS loaned by sky not my property?

I was thinking of upgrading to the HDR box last year but had too much not watched on the HDD so didn't ... is that still an option?

Thanks for listening, sorry for the long post before I call Sky!

Re: Sky Q problems...

PandJ2020 — Tue, 05 Mar 2024 21:38:59 GMT

@Vully wrote:
I was thinking of upgrading to the HDR box last year but had too much not watched on the HDD so didn't ... is that still an option?

If the box is faulty then Sky will replace it foc. However, they will almost certainly charge an non-refundable admin/upgrade fee to move to a HDR box. (£99 is the going rate I think)

Re: Sky Q problems...

Vully — Tue, 05 Mar 2024 21:44:50 GMT

Thanks PandJ, how will they know it's faulty, won't they just send a box out for doorstep exchange as they did for a failed Mini a couple years ago? Really doubt they'd send an engineer to test it!

I would presume the HDR capable box would be the standard now! I am already on multiroom / HD / UHD packages etc.

Re: Sky Q problems...

PandJ2020 — Tue, 05 Mar 2024 21:56:40 GMT

@Vully wrote:
Thanks PandJ, how will they know it's faulty, won't they just send a box out for doorstep exchange as they did for a failed Mini a couple years ago? Really doubt they'd send an engineer to test it!

If they offer a door step replacement then remember to remove the viewing card.

I would presume the HDR capable box would be the standard now! I am already on multiroom / HD / UHD packages etc.

You are highly unlikely to get a HDR replacement without paying the charge.

Re: Sky Q problems...

Vully — Wed, 06 Mar 2024 22:44:03 GMT

Fine, just the HDR offer has gone frfom the Sky website and I think off the box! I just one that works without having to turn off every 2-3 days, as used to be the case!

Re: Sky Q problems...

Chodley — Thu, 07 Mar 2024 07:46:28 GMT

I think a replacement box might well be HDR by default these days

Re: Sky Q problems...

nigea99 — Thu, 07 Mar 2024 08:33:07 GMT

@Chodley wrote:

I think a replacement box might well be HDR by default these days

SKY's policy is to replace only on a like for like basis & thus if a box being replaced is non HDR the replacement is likely to also be non HDR.

Whilst there may be occasions that HDR boxes are sent to replace non HDR boxes it is not the norm and as @PandJ2020 says to get one there is usually a charge (& probably as a separate swap)

Re: Sky Q problems...

Vully — Thu, 07 Mar 2024 13:15:04 GMT

Thanks all,

If it continues playing up I'll have to brave the phone queue ( chat bot is of no use! ) and ask the question, or just go thru the need more help menu's for a straight replacement of what ever they provide.

Cheers