Sky Q box stuck on stand by. Wired connection. New Router

mcgr1 — Wed, 24 Jul 2024 11:28:12 GMT

Hi all.

Our broadband and router were changed on July 8th. (EE/BT Smart Hub with 300Mbps)

All was well for at least 3 or 4 days. Then one morning we couldn't turn on our man Sky Q box. Batteries were changed in the remote. But the problem persisted. It wouldn't turn on via the button on the box either.
We checked the Sky Q mini boxes and they had lost their connection to the main box.
We unplugged the main Sky Q and waited for it to reboot, which it did successfully. The Sky Q mini boxes then managed to reconnect. All seemed ok.

The following day the same thing happened. Followed the same process. All ok. Then later that day, the same thing happened, and again a few hours later. Each time rebooting the main box did the trick. This carried on for several days. Sometimes a few times a day, other days only once.

Then, all was fine for a few days since last friday. Over the last weekend, no reboots were required, until this morning. Same issue.
Phoned Sky technical line and explained the situation, and they suggested a new Sky Q main box. However, when reviewing articles on here, it seems as though new boxes are not fixing the problem. With some people getting 4 or 5 news boxes and it still doesn't fix the issue.

Spoke to Sky again and the guy on support said that he's had several calls with the same issue. He mentioned the software is the likely problem. Probably with an incompatability to WIFI 6 routers.

We have an engineer visit booked for 2 months time (this is the best they can do), to see if they can shed any light on the problem.

If anyone has experienced the same issue and got it resolved, can they please explain what they did to fix it. I've not found it on the forums/community pages yet.

Thanks

Re: Sky Q box stuck on stand by. Wired connection. New Router

Hoggy75 — Mon, 16 Sep 2024 20:19:03 GMT

We have encountered exactly the same issues as in the original post - the only difference is that nobody from Sky has ever told us about the software issue with the WIFI6 Routers (we also changed to EE with a new router 3 months ago).

We have now had 4 different 2TB Sky Q boxes in 3 months and the problem persists. You have more chance of getting HS2 finished on budget than getting a Sky engineer appointment. Maybe someone shouldn't have decided to get rid of 600 engineers as a cost cutting exercise as they think all customers will move to Sky Glass and hence no further need for engineers.

topic Sky Q box stuck on stand by. Wired connection. New Router in Sky Q

Sky Q box stuck on stand by. Wired connection. New Router

Re: Sky Q box stuck on stand by. Wired connection. New Router