topic Re: Recurring Issues with SkyQ Box in Sky Q

Recurring Issues with SkyQ Box

User56IRL — Thu, 14 Nov 2024 21:41:43 GMT

Signed up with sky for less than a year. Have had 5 replacement boxes in that time. Most recently two have been changed and within 24 hours same issue is occuring. Box is freezing and can't access recordings. If box is in standby mode it won't turn on. Only way to resolve is to reset box by unplugging and plugging back in. Fan also running very loudly at times. One box lasted about 3 months but the others have gone within days/weeks. Any possible explanation as every time an engineer visits they just replace the box only for the same issue to occur. Would love to be able.to.shed some light on this

As surely we just can't be that unlucky with our boxes.

Thanks so much!

Re: Recurring Issues with SkyQ Box

oldfella — Thu, 14 Nov 2024 21:45:58 GMT

@User56IRL wrote:

Signed up with sky for less than a year. Have had 5 replacement boxes in that time. Most recently two have been changed and within 24 hours same issue is occuring. Box is freezing and can't access recordings. If box is in standby mode it won't turn on. Only way to resolve is to reset box by unplugging and plugging back in. Fan also running very loudly at times. One box lasted about 3 months but the others have gone within days/weeks. Any possible explanation as every time an engineer visits they just replace the box only for the same issue to occur. Would love to be able.to.shed some light on this

As surely we just can't be that unlucky with our boxes.

Thanks so much!

Hi @User56IRL

Is the location of your Q box well ventilated and it's not stacked with other devices or totally enclosed?

Re: Recurring Issues with SkyQ Box

User56IRL — Thu, 14 Nov 2024 21:48:24 GMT

@oldfella yep. Just on top of a cabinet, not enclosed and lots of space for air to circulate.

Re: Recurring Issues with SkyQ Box

oldfella — Thu, 14 Nov 2024 21:51:16 GMT

@User56IRL wrote:

@oldfella yep. Just on top of a cabinet, not enclosed and lots of space for air to circulate.

You must just be unlucky then @User56IRL .

Q boxes do obviously fail but I've only had two in eight years.

What is the situation with your existing box?

Re: Recurring Issues with SkyQ Box

User56IRL — Thu, 14 Nov 2024 21:58:09 GMT

@oldfella Thank you. Seems that way as we can't understand why this could be happening. Our current box is experiencing the same issues. It was replaced on Monday. By Monday evening we were experiencing the same issues. We are close to cancelling our subscription as it's just so unreliable.

As a sidenote the broadband is set to 2.4gh due to some devices in the house requiring it. It has been noted by the engineers on inspection but advised that it shouldn't make a difference. Can't see how this would effect the box in the way we are experiencing but just thought I'd mention.

Re: Recurring Issues with SkyQ Box

oldfella — Thu, 14 Nov 2024 21:59:39 GMT

@User56IRL wrote:

@oldfella Thank you. Seems that way as we can't understand why this could be happening. Our current box is experiencing the same issues. It was replaced on Monday. By Monday evening we were experiencing the same issues. We are close to cancelling our subscription as it's just so unreliable.

As a sidenote the broadband is set to 2.4gh due to some devices in the house requiring it. It has been noted by the engineers on inspection but advised that it shouldn't make a difference. Can't see how this would effect the box in the way we are experiencing but just thought I'd mention.

Who is your Broadband supplier @User56IRL ?

Re: Recurring Issues with SkyQ Box

User56IRL — Thu, 14 Nov 2024 22:02:12 GMT

@oldfella it's with Sky too!

Re: Recurring Issues with SkyQ Box

oldfella — Thu, 14 Nov 2024 22:04:42 GMT

@User56IRL wrote:

@oldfella it's with Sky too!

Mmm

Best to run Q on 5 Ghz with Sky routers @User56IRL

Have you actually switched off the router 5 Ghz band?

Re: Recurring Issues with SkyQ Box

User56IRL — Thu, 14 Nov 2024 22:18:37 GMT

@oldfella yeah I'd say it is for the best but also don't think it would cause the type of issues we are having as it seems more hard drive related

It's not turned off but it's split and the Q box defaults to the 2.4.

Re: Recurring Issues with SkyQ Box

oldfella — Thu, 14 Nov 2024 22:21:00 GMT

@User56IRL wrote:

@oldfella yeah I'd say it is for the best but also don't think it would cause the type of issues we are having as it seems more hard drive related

It's not turned off but it's split and the Q box defaults to the 2.4.

Is it a Sky Max router @User56IRL ?

Don't suppose you have the option to connect by Ethernet?

Re: Recurring Issues with SkyQ Box

User56IRL — Thu, 14 Nov 2024 22:36:07 GMT

@oldfella I'm not sure about the router type. It was the standard one. No unfortunately connecting through Ethernet isn't an option.

Re: Recurring Issues with SkyQ Box

cuke — Fri, 15 Nov 2024 10:27:18 GMT

Which make/model of tv and who is your ISP?

Re: Recurring Issues with SkyQ Box

oldfella — Fri, 15 Nov 2024 10:31:09 GMT

@User56IRL wrote:

@oldfella I'm not sure about the router type. It was the standard one. No unfortunately connecting through Ethernet isn't an option.

Hi @User56IRL

Assume you are using WPS on the router when carrying out a Network reset on the Q box @User56IRL

Re: Recurring Issues with SkyQ Box

User56IRL — Sat, 16 Nov 2024 16:21:43 GMT

It's a Samsung UE49 KU6400U

Re: Recurring Issues with SkyQ Box

User56IRL — Sat, 16 Nov 2024 16:23:41 GMT

No we haven't been?

Re: Recurring Issues with SkyQ Box

oldfella — Sat, 16 Nov 2024 19:10:31 GMT

@User56IRL wrote:

No we haven't been?

Hi @User56IRL

You need to specify to whom you are replying.

If you have a Sky router you need to connect your Q box by WPS. That's unless it it a Sky Max router which I believe you need to connect to the 2.4 Ghz band using SSID.

First reset your broadband router if it is not a Sky Max.
On Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
Wait until the router is completely back and running and then try a 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. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
On Sky Broadband (with non Max router) 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.

Re: Recurring Issues with SkyQ Box

User56IRL — Sat, 16 Nov 2024 19:17:31 GMT

@oldfella ok thanks. Will try this. Do you think this may have a connection to the box freezing. I assume when the engineer comes to replace the box that they are following these steps?

Re: Recurring Issues with SkyQ Box

oldfella — Sat, 16 Nov 2024 19:48:41 GMT

@User56IRL wrote:

@oldfella ok thanks. Will try this. Do you think this may have a connection to the box freezing. I assume when the engineer comes to replace the box that they are following these steps?

Hi @User56IRL

WPS is the recommended method to content a Sky router (although I don't think this is so with the latest Sky Max. Version).

Connecting by WPS should mean that the Q box will use the 5 Ghz band,