2016 UHD Sky Q Box Becoming Painful

[SkyVIP-Customer]

We've had this box since we took Sky Q and it has been amazing.

However, after nearly 9 years of service it is starting to become a bit painful.

Smart Apps are slow to load and sometimes very dark and unwatchable, and sometimes it pauses or we have some odd audio issues, meaning we revert to the versions installed on the smart TV instead, where apps run fine.

Also, the box is needing to be rebooted much more frequently and regularly reboots itself overnight too.

Are these issues everyone puts up with, or should we be speaking to Sky about getting a new Sky Q UHD box?

If they do replace it, with they just send out the box or does it require an engineer visit?

Is a replacement box chargeable? 

Thanks

[oldfella]

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@SkyVIP-Customer wrote:

We've had this box since we took Sky Q and it has been amazing.

However, after nearly 9 years of service it is starting to become a bit painful.

Smart Apps are slow to load and sometimes very dark and unwatchable, and sometimes it pauses or we have some odd audio issues, meaning we revert to the versions installed on the smart TV instead, where apps run fine.

Also, the box is needing to be rebooted much more frequently and regularly reboots itself overnight too.

Are these issues everyone puts up with, or should we be speaking to Sky about getting a new Sky Q UHD box?

If they do replace it, with they just send out the box or does it require an engineer visit?

Is a replacement box chargeable? 

Thanks

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Hi @SkyVIP-Customer 

A great many Q boxes of this age are in use;   Mine included.

First thing to try is  a Reset Settings in the Q box hidden menu.  This should revitalise the box.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[Invisiblename]

@SkyVIP-Customer  The Sky Q box reboots by design each night (normally around 2am)

[stereohaven]

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@SkyVIP-Customer wrote:

If they do replace it, with they just send out the box or does it require an engineer visit?

Is a replacement box chargeable? 

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If the reset doesn't do the trick, then log in with your Sky ID and work through the online Sky Q help here: Sky Q - Fixing a problem 

Once you reach the end of the flow, you should be offered the option to order a replacement box. No charge and the box is delivered and you swap the box with the one the driver brings. Make sure you keep hold of the viewing card.

More guidance here: https://www.sky.com/help/page/sky-q-replacement 

There aren't any "new" Q boxes these days, only refurbished, my current 2TB has been with us 5 weeks and is a mess, missing recordings, faking power cuts, crashing on downloads etc. none of which a reset seems to be able to solve.

I worked through the flow choosing "hot and noisy" as I also had fan problems and that was the closest matching issue. I had a dispatch text within an hour and the new box should be here tomorrow.