Mini box freezing/glitching

[Mel192]

I'm having the same trouble as it would appear a number of other people are having with a sky Q mini box freezing/glitching. A sky engineer has been out & checked the broadband & stated everything was working as it should be (A booster is situated nearby). He suggested if the problem persisted that it may be a hardware fault with the mini box and to follow this up to get a replacement box . Can I do this via this site? & some on here have mentioned it's a known software fault that sky are trying to fix. Is this known to be the case? And does anyone have any update?

Many thanks

[TimmyBGood]

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@Mel192 wrote:

 He suggested if the problem persisted that it may be a hardware fault with the mini box and to follow this up to get a replacement box . 

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Unfortunately that just translates as 'um, no idea'. Sky may be prepared to replace the Mini (you'll need to phone and argue with customer support for that) but it's much more likely to be the WiFi from the main Q box that's the issue, even with a booster (and not 'broadband' which Mini boxes don't use directly).

[TechmanagerMal]

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@Mel192 wrote:

I'm having the same trouble as it would appear a number of other people are having with a sky Q mini box freezing/glitching. A sky engineer has been out & checked the broadband & stated everything was working as it should be (A booster is situated nearby). He suggested if the problem persisted that it may be a hardware fault with the mini box and to follow this up to get a replacement box . Can I do this via this site? & some on here have mentioned it's a known software fault that sky are trying to fix. Is this known to be the case? And does anyone have any update?

Many thanks

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• Can you send a link to a post that says that I don't recall a specific issue other than Wifi as @TimmyBGood mentioned.
• I would run a temporary ethernet connection to the booster and mini and if that works consider using powerline adapters.

[Mel192]

 Sorry @TechmanagerMal

Not sure how to create a link but took screenshot of the comment re software issue

[TechmanagerMal]

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@Mel192 wrote:

 Sorry @TechmanagerMal

Not sure how to create a link but took screenshot of the comment re software issue

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• @Chloe-W22 can I ask are any of the Community Managers aware of this issue?

[DorothyG]

Have also got the freezing/glitching problem -  which seems to have replaced my previous network proximity (blue screen of irritation) problem, which was partially  resolved after three engineers visits, 2 different boosters, and one new mini box. I also got an engineer in privately to put in  additional mains operated Wi-Fi boosters and hard wiring. In short,  we have thrown everything at this problem and  still the glitching and freezing persists. Except now when we do the usual trouble shooting - there are no problems to be found! The question now is how often in one night do I have to reboot/troubleshoot my sky mini before I just give up and watch a dvd? (NB I bought the DVD player earlier this year so I had done thing to watch while our main Q box was dedicated to football!!)

In short I am one very fed up,  tried it all, can do a master class in trouble shooting, but have now just given up Sky Qmini box owner.

PS I am writing this post as my box has frozen again and I have nothing better to do ...

[TechmanagerMal]

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@DorothyG wrote:

• Have also got the freezing/glitching problem -  which seems to have replaced my previous network proximity (blue screen of irritation) problem, which was partially  resolved after three engineers visits, 2 different boosters, and one new mini box. I also got an engineer in privately to put in  additional mains operated Wi-Fi boosters and hard wiring. In short,  we have thrown everything at this problem and  still the glitching and freezing persists. Except now when we do the usual trouble shooting - there are no problems to be found! The question now is how often in one night do I have to reboot/troubleshoot my sky mini before I just give up and watch a dvd? (NB I bought the DVD player earlier this year so I had done thing to watch while our main Q box was dedicated to football!!)

In short I am one very fed up,  tried it all, can do a master class in trouble shooting, but have now just given up Sky Qmini box owner.

PS I am writing this post as my box has frozen again and I have nothing better to do ...

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• Before you got the third-party engineer in my answer would have been to hardwire the devices or utilize powerline adapters to resolve the issue.
• Now it would be to remove the non-Sky booster and try the above

[DorothyG]

Our booster is a white Sky one which the last but one Sky engineer installed , and our non Sky engineer told us just to leave it as it couldn't do any harm. Is this the one you would recommend we disconnect now?

thanks for your reply btw

[Mel192]

Update: 

A sky engineer has been out 5/8/21. His equipment showed the connection between all my sky devices to be strong.

He could see looking at the history of the viewing on the mini box when the freezing/glitching was occurring.

His diagnosis after examining my setup was that he would have to put the problem down to a known software issue which will hopefully be fixed in a forthcoming update (date not known). I requested a replacement mini box just to satisfy me there was no hardware issue. So far the new box is performing well (touch wood) with none of the ongoing problems as before.

[TechmanagerMal]

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@DorothyG wrote:

Our booster is a white Sky one which the last but one Sky engineer installed , and our non Sky engineer told us just to leave it as it couldn't do any harm. Is this the one you would recommend we disconnect now?

thanks for your reply btw

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• No, start with the Sky one only, not your third-party one IMO.