Connection between mini box and sky Q + faulty recordings

[Wallace62]

I have recently been getting the following message when watching on my sky mini box "you can't currently watch TV as there's an issue with the connection between this mini box and your sky q box". There is no particular time of day this happens but it happens every day at some point. When it happens, it will go off every few minutes and this can last for several minutes or several hours. Sometimes it goes off and comes straight back on but other times it will be off for several minutes. We have had to resort to watching TV over the internet.

Another issue which may be related to this problem is that I have had to reset the main sky q box twice in a short space of time; each time losing all my recordings.  In addition, the majorities of recent recording say "part recorded, software issue". When we go to watch them, the picture keeps breaking up and freezing.

Finally, both boxes are very slow to perform functions, including deleting recordings, fast forward and rewinding.  In addition, when I try to fast forward, especially at x30, it gets stuck and only seems to do as out as minute before it jumps back to where I started ff/rwd.  

All these issues started at a similar time, suggesting they are related. Nothing has changed in the set up and resetting the boxes seems to have either no effect, or only a temporary effect.

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[SLawt]

mine is the same - freezes constantly on second TV upstairs. What is the solution?

[Wallace62]

After chatting to an adviser, they suggested it may be a faulty main box. They have booked and engineer visit.

[Chodley]

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@Wallace62 wrote:

I have recently been getting the following message when watching on my sky mini box "you can't currently watch TV as there's an issue with the connection between this mini box and your sky q box". There is no particular time of day this happens but it happens every day at some point. When it happens, it will go off every few minutes and this can last for several minutes or several hours. Sometimes it goes off and comes straight back on but other times it will be off for several minutes. We have had to resort to watching TV over the internet.

Another issue which may be related to this problem is that I have had to reset the main sky q box twice in a short space of time; each time losing all my recordings.  In addition, the majorities of recent recording say "part recorded, software issue". When we go to watch them, the picture keeps breaking up and freezing.

Finally, both boxes are very slow to perform functions, including deleting recordings, fast forward and rewinding.  In addition, when I try to fast forward, especially at x30, it gets stuck and only seems to do as out as minute before it jumps back to where I started ff/rwd.  

All these issues started at a similar time, suggesting they are related. Nothing has changed in the set up and resetting the boxes seems to have either no effect, or only a temporary effect.

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Yeah your one sounds like a hard drive on its way out

[AKT69]

so weve had a similar issue with one of our sky q mini boxes upstairs - seems to always happen late at night and has the same connectivity message as you. When it comes back it'll freeze or just do it again a few minutes later.

Multiple reconnections to the sky hub or sky q main box are usually pointless - I wasnt sure if it was the sky broadband signal as its the mini box that is furthest away, but now you have me wondering about the main q box...

[Wallace62]

Sky sent and engineer who changed my main Sky Q box. He said the one I had was an old model so he gave me the most recent version. I haven't had any problems since.

[SLawt]

After a long phone talk with sky they are sending a new mini box today, I hope that makes it better.

[AKT69]

we've a number of mini boxes and I have swapped them over too - whichever mini box is in that room upstairs suffers the connectivity issue, but it always seems to be late at night.