Sky Q Mini Box frozen and buffering and sound loss in Evenings

[MontyCristo]

Dear Sky

Delighted with the service in general, unfortunately in the evenings the 2nd sky Q box (mini Box)  suffers from sound loss, picture freezing and buffering and makes any SKY recording or download unwatchable.  It does not affect Netflix though. 

We have tried turning mini box, router and main sky Q box off and on , but this does not seem to have much impact.

Please could you advise.

Thanks

[pjhaahl]

If it is only happening in the evening it might be worth considering what is different in the evening when you are experiencing the problem.

Do you turn other electrical equipment on in the evening that could be interfering with the wifi signal for example. 

Perhaps you also need to consider a signal booster. 

[MontyCristo]

Thankyou for responding

In the evening there is nothing else connected and nothing else running in the house  of note (Dishwashers/Tumbledriers/Washing Machines)  The TV and Sky box downstairs are turned to standby, although if we leave the SKY box on this makes no difference.

The distance as the signal travels from the router to the SKY mini box is about 5M and upon installation we were assured that this is a short enough distance.  A booster would have to be positioned at appoximately 2-3M from the router which would be midway between the mini box and the router.

I thought the SKY mini box is also a booster and therefore is supposed to be able to cope with a weakened signal.

If we allow something to download completely it still freezes up and loses sound.

Luckily we have apple TV and built in apps on the TV for AMAZON, more 4, BBC iplayer, Netflix, 5 - none of which have any buffering problems - the only probelm is with SKY content and recordings on the SKY mini box.

I have attempted to contact SKY, but a 45 minute call does not seem to be enough time for an answer I'll contact them again and put forward the points you raised.

Thanks for your time.

[pjhaahl]

@MontyCristo No worries,  good luck getting through and finding a resolution.

[Quoman7 · Accepted solution]

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@MontyCristo wrote:

Dear Sky

Delighted with the service in general, unfortunately in the evenings the 2nd sky Q box (mini Box)  suffers from sound loss, picture freezing and buffering and makes any SKY recording or download unwatchable.  It does not affect Netflix though. 

We have tried turning mini box, router and main sky Q box off and on , but this does not seem to have much impact.

Please could you advise.

Thanks

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Hi @MontyCristo  Try rebooting the main SKYQ box by removing the power cable for 30 sec then reconnect to reboot, then do the same with the mini box wait for it to fully reboot?

[MontyCristo]

@Quoman7 -  that seems to be working now for 2 days so far - thanks!

[Quoman7]

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@MontyCristo wrote:

@Quoman7 -  that seems to be working now for 2 days so far - thanks!

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Glad your sorted- Happy Viewing 🙂

[Beeseyccfc]

I have the same problem. Evenings only. Press reset on your Internet router and then again on your sky q mini box. Works every time for me. Hope it does for you also. Good luck! 

[MontyCristo]

Thanks for all the feedback - all appreciated and helpful.

I have also spoken to an engineer at sky and they suggested that another peice of equipment may be interfering with the signal - so he talked me through switching channels that the boxes communicate on.

This also seemed to have improved things huely and I did not need to reboot anything for a long time.

I have since actually moved to a new property which has BT Fibre to premises and have had no issues at all since moving in (now 4 months).

Cheers!

[cheagavara]

hi, we have a similar (or same?) problem with pixilation , picture momentary freeze and sound loss. it only happens on mini box on download, recourded or paused .

we have:

done the power off reset on both boxes.

changed the channels in engineer settings and tried all 3 50ghz options

tried 2.4ghz only

chnaged the mini box

changed the router

swapped the tv

moved the router to hallway so line of sight with main Q box and mini box

hard wired to ethrnet both boxes

hard wired to ethernet and turned of main box wiffi

it never happens on the main q box but will always happen on ether of the two (we are only running one but have a spare) mini boxes

we have replaced all cables with tested known good cables including the one going to the main q box from the wall plate.

none of our apps on our tv have any problems or buffering, we have upgraded to sky fibre as well

any suggestions would be appriciated, if ive missed out anything we have tried then please forgive me 

[Sus]

Hi it is a known issue with sky , picture freezing on recording playback. The article is on their internal website dated March 2nd. It not yet being resolved. It only happens I believe with the sky broadband router build V4 and only happens on any mini box when playback recordings