topic Re: Fault with both sky boxes in Sky Q

Fault with both sky boxes

K-S — Sat, 23 Aug 2025 09:14:56 GMT

Hi, can anyone help me get through to Sky to report a series of faults with both my sky boxes that doesn’t fit with any of the online options, I tried the virtual assistant but that didn’t help either

Re: Fault with both sky boxes

Laing1 — Sat, 23 Aug 2025 11:42:45 GMT

@K-S wrote:

Hi, can anyone help me get through to Sky to report a series of faults with both my sky boxes that doesn’t fit with any of the online options, I tried the virtual assistant but that didn’t help either

@K-S what faults are you having perhaps we in the forum can help you

Re: Fault with both sky boxes

K-S — Sat, 23 Aug 2025 19:50:03 GMT

Sky is lagging, it's slow, often doesn't connect, recordings fail and I get can't connect to sky box messages. We can't even watch live tv without an issue

Re: Fault with both sky boxes

Laing1 — Sat, 23 Aug 2025 20:44:46 GMT

@K-S wrote:

Sky is lagging, it's slow, often doesn't connect, recordings fail and I get can't connect to sky box messages. We can't even watch live tv without an issue

@K-S The first thing to trey is rebooting your main Q box ie
putting your box into Standby then switching it off at the wall for 30 seconds
switch it back on then follow the on screen instructions

Re: Fault with both sky boxes

K-S — Sun, 24 Aug 2025 05:47:25 GMT

Hi thanks, yeah I've tried that twice now but not working. It actually worse since the second time I tried it. Just getting so frustrated that I can't get through to anyone to help 😕

Re: Fault with both sky boxes

Chodley — Sun, 24 Aug 2025 06:48:23 GMT

I would abandon all hope of keeping any recordings and try two things;

Factory reset in the installer menu

If that doesn't work, box troubleshooter on sky's site until it gives up and gets a box replacement organised. Make sure you keep your viewing card and do not keep the power cable (they aren't all the same)

Re: Fault with both sky boxes

Laing1 — Sun, 24 Aug 2025 10:45:21 GMT

@K-S wrote:

Hi thanks, yeah I've tried that twice now but not working. It actually worse since the second time I tried it. Just getting so frustrated that I can't get through to anyone to help 😕

@K-S before trying a factory reset You could try resetting the settings in the Q boxes hidden menu.
To enter the hidden menu press the home button and scroll down to settings but do not select settings.
With settings highlighted press 0 0 1 then select
Only Carry out the first Reset being Reset Settings as the others will wipe all recordings.
After the reset you will have to re-pair your remote assuming you are using a bluetooth remote by pressing 1 and 3 together on the remote

Re: Fault with both sky boxes

K-S — Sun, 24 Aug 2025 13:11:19 GMT

Thank you so much, tried that but unfortunately hasn't fixed it 😢

Re: Fault with both sky boxes

Chodley — Sun, 24 Aug 2025 13:30:59 GMT

@K-S wrote:
Thank you so much, tried that but unfortunately hasn't fixed it 😢

Who are you replying to? If you don't hit the quite button to include their post, this forum doesn't give any indication (unfortunately)

Re: Fault with both sky boxes

K-S — Sun, 24 Aug 2025 14:28:30 GMT

@Chodley So sorry I was replying to @Laing1 I'm guessing I will have to do the full factory reset 🙈

Re: Fault with both sky boxes

Laing1 — Sun, 24 Aug 2025 15:09:29 GMT

@K-S wrote:

@Chodley So sorry I was replying to @Laing1 I'm guessing I will have to do the full factory reset 🙈

@K-S If a full factory reset as advised by @Chodley doesn't help as he suggested it could be a hard drive probem

by following the link below it will lead you to ordering a new box.

https://www.sky.com/help/sky-tv/sky-tv-q/fixing-sky-q/an-on-screen-message-sky-q/articles/sky-q-hard-drive-errors

Re: Fault with both sky boxes

K-S — Sun, 24 Aug 2025 17:31:50 GMT

@Laing1 @Chodley thank you both so much for your help. Given the amount I pay Sky each month it's crazy that I have to get help through a forum but I appreciate it all the same..

Re: Fault with both sky boxes

Chodley — Sun, 24 Aug 2025 18:30:57 GMT

@K-S wrote:
@Laing1 @Chodley thank you both so much for your help. Given the amount I pay Sky each month it's crazy that I have to get help through a forum but I appreciate it all the same..

It's crazy that given how much we all pay Sky they are still losing money (224m in 2024) but they do have OpEx of over £10Bn per year so they'll clearly look everywhere to try to save cost.