topic Re: Sky Q box crashing & box fan spinning loudly - EE Broadband in Sky Q

Sky Q box crashing & box fan spinning loudly - EE Broadband

Daniel-F — Thu, 17 Oct 2024 15:15:32 GMT

Hi all,

I've made this thread to collate / tidy a few other threads where I've noted users have specifically mentioned being with EE Broadband and their Sky Q equipment have been making loud fan noises or freezing overnight.

Moderator note: Updated thread to better reflect query

My sky Q BOX KEEPS DISCONNECTING FROM MY EE BROADBAND

Popmac — Tue, 07 May 2024 15:11:17 GMT

My sky q box keeps disconnecting from my EE BROADBAND

Re: My sky Q BOX KEEPS DISCONNECTING FROM MY EE BROADBAND

bemak187 — Tue, 07 May 2024 15:16:11 GMT

@Popmac Is it the main Q box? Have you tried rebooting it? Is it connected over WiFi or with an ethernet cable?

Re: My sky Q BOX KEEPS DISCONNECTING FROM MY EE BROADBAND

Popmac — Thu, 09 May 2024 07:06:47 GMT

It is the main box and wifi

Re: My sky Q BOX KEEPS DISCONNECTING FROM MY EE BROADBAND

Rebcca — Sun, 12 May 2024 21:09:22 GMT

I am having f the same issue it's driving me insane ! Had EE engineer up who said all WiFi is working fine ! If I hard wire an Ethernet and runs my WiFi off my mini boxes won't work ? Any ideas ?

Re: My replacement SKY Q box crashing and whirring overnight

Dobbo180 — Wed, 12 Jun 2024 22:33:20 GMT

Wow, yes that's exactly the same issue. 7 boxes! omg.

It does seem really bizarre. Before my previous box failed i had just switched broadband provider from BT to EE. So i had to set up the latest new EE router. Desperate for an answer I was even wondering if that change of broadband caused the issue! NB - My sky box has a wired ethernet connection. But yesterday I did reset /set up the network connection - trying wifi and then returning to a wired ethernet connection. (as it's over twice as fast)

Amazingly after 4 crashes/freezes and restarts on monday/tuesday. It hasn't happened since ( probably tempted fate now) 🙄 🤔

Re: My replacement SKY Q box crashing and whirring overnight

DaveKang — Wed, 12 Jun 2024 23:01:37 GMT

Thanks for the advice - I am in exactly the same situation.

Changed from BT to EE and their new router a few weeks ago (same provider really - think EE is their new domestic user label).

Will give it a go tomorrow and feedback.

Re: My replacement SKY Q box crashing and whirring overnight

Dobbo180 — Wed, 12 Jun 2024 23:37:16 GMT

Can I ask which broadband provider you are with ? You may see from replies in this thread that my issues started after i switched to EE and set up their latest router. One other user on here also switched to EE with the same issues. It's probably coincidence but worth asking. Simon

Re: My replacement SKY Q box crashing and whirring overnight

Niknok84 — Thu, 13 Jun 2024 04:11:52 GMT

We had a sky member on the phone who assured us she had fixed it yesterday, but after 10 mins the same thing happened.

That's really interesting as it's happened when we swapped from bt to EE.
How have they not notcied the pattern?

Re: My replacement SKY Q box crashing and whirring overnight

Chodley — Thu, 13 Jun 2024 04:32:48 GMT

@Niknok84 wrote:
We had a sky member on the phone who assured us she had fixed it yesterday, but after 10 mins the same thing happened.
That's really interesting as it's happened when we swapped from bt to EE.
How have they not notcied the pattern?

Well, 3 people (that's how many have confirmed in here, and there were at least another 3 who haven't said either way) out of hundreds of calls a day doesn't make much of a pattern but it's either a coincidence or a bit of a smoking gun.

I would try a different router (I assume EE still let you use whatever router you want, BT always did) and see if the problem stops. Or maybe try ethernet cable for a while if possible and disable wifi and see if it stops?

edit: or I suppose an even easier test - just disconnect it from the internet completely and see if it stops.

Re: My replacement SKY Q box crashing and whirring overnight

Dobbo180 — Thu, 13 Jun 2024 07:00:04 GMT

It is interesting regards EE - will have to see how this plays out. Alas having had a day yesterday with no crashes - this morning i found my box has crashed overnight again - while on standby - the louder whirring sound and non responsive box needing a power off to reset. 😞

Re: My sky Q BOX KEEPS DISCONNECTING FROM MY EE BROADBAND

Dobbo180 — Thu, 13 Jun 2024 07:21:35 GMT

@Popmac did you get this resolved? i am having regular problems with My new EE broadband which appears to be causing regular crashes of sky q box needing power off resets. There are other posts where quite a few people are suffering similar issues who are with EE

Re: My replacement SKY Q box crashing and whirring overnight

Dobbo180 — Thu, 13 Jun 2024 10:35:26 GMT

Have spoken for some time with EE tech support. They have run all sorts of diagnostics checks and everything is working well and as it should. They say they are not aware of any issues of EE broadband causing issues with Sky Q boxes. They say it is a Sky issue and everything else is working normally on broadband/wifi - which is a fair point. So will have to wait for the Sky engineer next week.

Re: My replacement SKY Q box crashing and whirring overnight

DaveKang — Thu, 13 Jun 2024 10:40:31 GMT

Thanks for the update. I will get back in touch with Sky.

FYI I have the latest EE broadband hub with a wired connection to the Sky Q box.

All the boxes I have received to date have been the V2 variant - with the silver trim.

My original Sky Q box was V3 all black one - it had no issues with the EE hub - the harddrive failed.

Re: My replacement SKY Q box crashing and whirring overnight

Dobbo180 — Thu, 13 Jun 2024 10:41:40 GMT

@Greenfingers001 please see the updates on this thread, can you pass on to someone in sky to look at this common and infuriating issue that appears linked to customers who have just set up broadband with EE.

If Sky are sending engineers to all these people affected or sending out as many new Sky Q boxes as described then that must be costing Sky a lot of time and effort and money!

So it's worth investigating these issues collectively to work up a solution.

Hope you can help.

Simon

Re: My replacement SKY Q box crashing and whirring overnight

Track+worker — Thu, 13 Jun 2024 16:15:26 GMT

Have had the exact same issue.. I have EE broadband.. was on my 5th sky q box and quite frankly got so fed up with it I've now cancelled sky altogether

the box was connected by Ethernet so I can't see how the ee router interferes with the sky q box

Re: My replacement SKY Q box crashing and whirring overnight

SJBird — Thu, 13 Jun 2024 20:23:18 GMT

I've been on the text chat with Sky, went through everything and updated the software to Q260. That was Tuesday morning. All fine for two days then just now (Thursday evening) the box crashed and then started whirring while I was watching TV. I'm on EE BB, switched from BT in Dec / Jan (can't quite remember) and have always used a wired Ethernet connection. It has to be an EE / Sky issue.

Re: My replacement SKY Q box crashing and whirring overnight

Chodley — Thu, 13 Jun 2024 20:54:56 GMT

@Track+worker wrote:
Have had the exact same issue.. I have EE broadband.. was on my 5th sky q box and quite frankly got so fed up with it I've now cancelled sky altogether

the box was connected by Ethernet so I can't see how the ee router interferes with the sky q box

The router might still be involved in the problem, it does the ethernet routing and switching too of course.

wonder if everyone who has the issue is using ethernet.

are you all disabling wifi?

Re: My replacement SKY Q box crashing and whirring overnight

Track+worker — Thu, 13 Jun 2024 21:09:51 GMT

I did

I did everything, I even changed the EE router to a 3rd party one.

defo some sort of issue with the q box but I simply now don't care

sky wasn't interested in helping and wanting to pass the buck back..

i even asked if I could switch to sky stream.. they said it'll cost more!!!!

nearly 20 years as a customer. Not happy. So I've given them notice.. and now with EE TV

and so far.. I've not had to reset the box 😀

Re: My sky Q BOX KEEPS DISCONNECTING FROM MY EE BROADBAND

Adamppppp — Fri, 14 Jun 2024 13:26:54 GMT

Having the same problem, just moved my router so no via Wifi (was hard wired) and simply wont stay connected now