Main Sky Q box keeps going into standby mode

[Thebarons]

So... a few weeks ago my Sky Q box started going into standby mode. We could be watching a programme at any time of day and it happens, and in the mornings it always has a red light and we have to go through the Welcome set up each day to get the box working.

When it freezes, the fan kicks in and none of the buttons on the box or remote work. We have to disconnect power and wait for 1 minute before plugging back in and going through the set up phase.

we recently had a hub upgrade from BT and now have an EE fibre hub.

We've tried resetting, updating the software (on the main Q box and the mini), turning off the WiFi settings and have tried speaking to a sky tech support but it keeps happening.

The next suggestion is to replace the main Q box which means losing any recordings on the current box.

Reading the forums it seems there is an ongoing issue with the new EE hubs and Sky?

any advice or help on stopping this infuriating issue would be very welcomed.

[Addie15]

Hi there, @Thebarons. 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 

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Thebarons · Accepted solution]

In the end an engineer came to fix things. The  initial phone advice was duff! 

[Thebarons]

Update:

after the Sky engineers came to have a look he managed to fix an issue with the sky Q mini ( a previous tech call to Sky had insisted that I needed to turn off WiFi as the Ethernet connection was having trouble with WiFi being ON. This was duff info as the mini needs 5ghz WiFi to work!) he looked at all other settings and was confidant that everything was fixed. It wasn't...  as the box crashed again an hour later!! After a few more days of crashing and re-setting, I gave in to the advice of it being a hardware fault and ordered a new replacement Sky Q 2Tb box (reluctantly knowing that I would lose all recordings).

the new (replacement) box was supposed to arrive last Friday but a lacking DPD delivery cancelled. And we had to wait a few more days. We staggered on over the weekend using the original box with plenty of crashes.

the new box arrived at 2pm today and I had to self install. It took a while but it worked... for an hour and the it crashed!! Two further phone call (with different tech advice) temporarily fixed things but we've had two further crashes! 

latest advice is "it sounds like another hardware issue,"  if it is broadband /router issues then it only affects the sky box and none of the other connected devices?

another engineer had been booked in for later this week. What are the odds that they arrive to a working box and it crashes an hour after they've left!?

I've lost all the recordings and have a new shiny box that has the same problems as before!! and in the meantime I get the honour of paying close to £100/month.

i've been a Sky customer for over 15 years and I'm really losing the will to stay.