topic Re: Persistent faults in Sky Q

Persistent faults

NSB7 — Sat, 23 Aug 2025 18:48:26 GMT

3 sky Q replacements all with different faults. This one doesn't like UHD 10 bit profile so have to use HD and freezes during playback having to power cycle. Last one had UHD issue and would often freeze. I added Ethernet cables to all 3 minis as having so many connectivity issues with EE WiFi. It's not the TV so there must be a setting that wasn't validated by sky inntbeir software update. It's frustrating as hell and I just want an alternative TV provider now

Re: Persistent faults

MightyQuinn — Sat, 23 Aug 2025 19:21:15 GMT

Hi @NSB7 If you have given Sky plenty of opportunities to fix it, then you will have a case of requesting a cancellation of contract.

Raise a formal complaint and request a termination https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Persistent faults

NSB7 — Sat, 23 Aug 2025 19:31:41 GMT

Thanks for the form.

It's a last ditch attempt as the customer services representative did not have any validation notes with the latest software and wanted to blame the TV, which I have tested with the DVD player (it's a Samsung all in one box TV) and performed tests which showed no issues. It's got to be a communication protocol error but no one is technically competent to date so hoping for some answers here 🤷🏻‍♂️

Re: Persistent faults

NSB7 — Mon, 25 Aug 2025 14:31:43 GMT

Following a phone call with Sky in response to the box freezing on 2 occasions and was told that the broadband is the problem as it's only at 45mbs download speed and having several WiFi devices.

my question is that EE have found a fault because soles should be 67 so is the slower speed the issue? If so, why (I would like to get a better understanding of why internet speed would crash the Q box)

Re: Persistent faults

TimmyBGood — Mon, 25 Aug 2025 15:01:29 GMT

@NSB7 wrote:

wanted to blame the TV, which I have tested with the DVD player (it's a Samsung all in one box TV)

Wouldn't that suggest it's something of an antique?