Issues after latest Software update

[Voyager...]

Not a bit. New box arriving tomorrow. 

[grog+arson]

I'm trying to avoid that as I have a load of stuff recorded that I'd prefer not to lose.

let me know how you get on as if it works I may need to bit the bullet.

[Voyager...]

My Q box is an older version if that makes any difference. 

[grog+arson]

What's your model?

[davemjj1974]

Another 3 times again for me today 😞

Like you @grog+arson I've a ton of stuff on there I don't want to lose, you would think by now Sky would have figured out a way to migrate recordings to another box via USB or something. Anyway I have tried another 2 stage update to see if that helps but I'm not holding out much hope, if it goes off again tonight I'll be ringing Sky in the morning.

For reference, I've got a couple of year old 2Tb UltraHD box so I wouldn't have expected a simple software update to cause so much of an issue. It pains me that this is a Sky provided forum and they obivously don't monitor it as I would have expected them to reach out to us all.

[grog+arson]

Hi @davemjj1974 

I'm 1st gen Sky Q 2TB, had it for donkeys and had no issues other than those caused by Sky's shoddy software updates, like you say, I don't know how they get away with it, they don't seem to care and their fix all go to appears to be 'replace the hardware', the same hardware that works fine and is probably going to be replaced by identical kit, albeit allegedly new.

They either don't analyse the forums and see that complaints increase after software updates, or they don't care!

Somebody on another of these forums tried to tell me that they test software updates on their 30k staff members, if they do, they must be ignoring the results as they must see the same issues in testing as that's a reasonable size sample.

Anyway whinge over, keep us updated on how you get on 👍 

[davemjj1974]

@grog+arson you don't need to apologise for whinging, I've not started yet but give it time lol

So spoke to Sky just now and feel like I've been fobbed off for a few days, tried to explain that I've been monitoring it for nearly a week now but wasn't interested. Essentially the agent, and I'm not having a go at her as she was obviously reading from a script, wanted to see if it was an issue with my internet connection???? why my internet connection would cause it to freeze I don't know but she asked me to turn off my WiFi, oddly as soon as I did my Sky box froze and I had to reboot. I reboot my broadband relatively regularly (I know you don't need to normally) but never has my Sky box frozen when I've done it before so............ Rebooted the Sky box and let it come back up and everything was working, explained I used a mesh WiFi system to which she said well it could be that too, not convinced by anything they said but why that would cause the box to freeze I've no idea! I did make a glib comment that what's the satellite dish for if there's so much reliance on the internet lol

At this point I said, well I tell you what as my normal router is in the same room I'll connect it to that to rule out the mesh system, when I disconnected from the WiFi the box didn't freeze this time so her whole story that it should have frozen when I turned it off previously was rubbish as it was working fine even when it wasn't connected to anything! it's now connected to another router so I'll see how I go on, something tells me I'll be on the phone later

[Voyager...]

I've had sky q since the early days. I'd re-boot my system about once a month due to the flaky software. 

Out of the blue last week (I know now it was the 170 update) my entire system became totally unstable. Lockups, loss of network, loss of satellite, loss of connectivity every few minutes. I have 3 minis. 2 are wired. Re-boots fixed the issue for a few minutes to half a day. 

Spent 80-90 mins on the phone to a very helpful Sky person last week. We re-installed the software (not via the interface). Did numerous reset etc etc. It worked fine for a day.  Called Sky back up a couple of days ago and a new box arrived this morning. 

Just finished the install  and everything seems to be working fine. Hopefully this is the end of the 170 saga for me. 

Old box 32B108. New box 32B204

Virgin ISP with DECO Mesh wifi 

Wifi hotspots off. 

[davemjj1974]

Thanks @Voyager... 

Ironically I have the Deco's too! I think the whole internet connection excuse was just to fob me off for a couple of days!

Like your's I think the box is dodgy, think it may be over 2 years old but even so it should be OK you'd think. Weirdly she did say that if I had issues with my recordings it could be showing a hard drive issue and I know I was having that where the new interface wouldn't let me look at programmes for about 2 minutes after the box had rebooted so........ maybe that's part of the issue too.

Will keep you posted.

[andyleady73]

Same here, Sky Q 2TB updated to Q170 and since then has crashed multiple times every day.  Have 3 Minis, and they are unstable too.

Yesterday Engineer came out to look, and swapped the main box, but clearly had no idea what was wrong.  This morning its crashed again.  The last version that worked well for me was Q140 eons ago.

[grog+arson]

Yes, they always try and say its your Broadband at fault, when clearly it never is, otherwise nothing else you use would be working!

If Broadband is so vital to the operation of the box, why does it always stop working during heavy rain!!

To be honest, they will be hard pressed to blame my WIFI as i have it all switched off and my Sky Q and mini boxes are directly connected to the router via LAN cables. 😊

Like you say, its not really the agent as they are working to a script, but they do need to be reacting a lot quicker to issues, rather than blaming other bits of kit that aren't their box. This is a classic IT tactic, blame somebody else so that the pressure is off them and they can come riding in on their white horse with a fix (except this never happens as we as customers always seem to come up with a workaround to fix their issues).

[grog+arson]

That's interesting, they've replaced a 2TB box with a 1TB box, or that's what it appears from the device numbers?

lets hope this is your fix, as it does seem that you have it much worse than me, as mine just pretends its working normally, but when i try and watch something from the planner it tells me the program is no longer available and a complete power reset fixes the issue, albeit temporarily.

[Voyager...]

#grog+arson

If you are replying to me, my replacement box is 2TB

[notagain]

v3 sky 2TB box no issues at all on Q17. Im not trying to do a "mines fine" post but what ahppens is when any computer (sky boxes are basically computers) have a firmware update it puts a lot of strain on the system, the SoC the hard drive etc. If there is anything flaky with the box and lets face it they are built to do the job but cheaply, so under strain with a fault waiting to happen, that firmware update will trigger it.

 This sadly happens to computers, phones, TV's etc. Firmware updates and system updates are always going to be a point of failure as they stress the hardware. Its less that the firmware caused it and more likely just bad luck that your box was heading the the sky grave yard slowly and got helped along by the update. If Q17 was that bad the forum would be flooded and Sky would have pulled it.  Anyway I hope you all get your boxes get replaced and asap.

[andyleady73]

Just to be clear, I had 2TB V2 box, and it was swapped yesterday for another 2TB box. That box is also crashing today.