Sky Q box stuck on blue screen - press home to get started

[Ceirdwyn]

My sky Q is stuck in a loop, it keeps going through the reset phase with the black hello screen 1st followed by the blue - press home to get started, it stays on this screen for about 15 mins before returning again to the hello screen.

I have tried all the fixes suggested in the help pages including a software download. Nothing works, I even left unplugged overnight and then tried again, it still gets stuck in the same place.

The help section says I'll need to replace the box, but I'm not sure how to do that. I also don't really want to loose all my recordings. 

[Doc5907]

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@Ceirdwyn wrote:

My sky Q is stuck in a loop, it keeps going through the reset phase with the black hello screen 1st followed by the blue - press home to get started, it stays on this screen for about 15 mins before returning again to the hello screen.

I have tried all the fixes suggested in the help pages including a software download. Nothing works, I even left unplugged overnight and then tried again, it still gets stuck in the same place.

The help section says I'll need to replace the box, but I'm not sure how to do that. I also don't really want to loose all my recordings. 

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@Ceirdwyn Have you tried turning off your Sky Q at the wall then pressing and holding in the stand by button on the front of the box whilst switching back on at wall. This should perform an update which may get you out of the loop.

Failing that, its probably time to call Sky who may run you through other troubleshooting options before a decision is made to replace the box.

[Ceirdwyn]

Hi. Yes,  I did that.  It did a full software update and then just got stuck in the same place.  I've fully unplugged it now because it was getting very warm. 

Is there a way to contact sky on text chat rather than phone? I have auditory problems and anxiety, so chat is much easier for me. 

[Doc5907]

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@Ceirdwyn wrote:

Hi. Yes,  I did that.  It did a full software update and then just got stuck in the same place.  I've fully unplugged it now because it was getting very warm. 

Is there a way to contact sky on text chat rather than phone? I have auditory problems and anxiety, so chat is much easier for me. 

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Yes, try the link below and select 'Message us'. The link mentions cancellation but don't worry about that, just mention your issue when the chat window opens.

https://www.sky.com/help/articles/cancel-sky-tv#contact-leave

If you have any difficulties, please post back and we can escalate to Sky.

[Ceirdwyn]

Thanks for the link. Unfortunately the chat isn't open at the moment

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Virtual Assistant

Technical Fault 🔧Sent

Virtual Assistant

 at 13:25, Mar 30:

To keep our customers and staff safe we're working with less people at the moment, some of our messaging centres are closed. So we can't get you through to the Tech team right now.

But you can find help with most queries on sky.com, the My Sky app or your set top box.

Sorry for the inconvenience.

Thanks,

Sky

Please could you escalate? Thanks.

[Doc5907]

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@Ceirdwyn wrote:

Thanks for the link. Unfortunately the chat isn't open at the moment

Please could you escalate? Thanks.

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Hi @Ceirdwyn  

I have escalated your post to Sky who should be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.



Look out for a blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.



You can find out more about this process in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/#M1014

[Ceirdwyn]

I've not been contacted yet. No email or chat bubble.  How long should I give it before I muster up my courage and try to phone?

[dmy24]

Thank you for escalating, a chat request has now been sent 🙂