My replacement SKY Q box crashing and whirring overnight

[SJBird]

My 4 year old Sky Q box kept crashing overnight, making a loud whirring noise like a hard drive fan. A re-start worked (off/on at the wall) but it happened every night so I ordered a replacement box and that's doing it too after just a few days. Please help! Any suggestions? 

[Greenfingers001]

Hi there @SJBird , 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

[Lisa-P1987]

Thanks for chatting to us @SJBird . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[SJBird]

Thank you for trying to help but the problem persisted even after performing the Hard Drive Reset so I have ordered another Sky Q Main box as your suggestion. Fingers crossed this box works properly.

[Niknok84]

Was this problem fixed at all? 
we have the same problem. Had a box for years and started doing it. Phoned sky engineer came out fitted new box. After a couple of days same problem. Another New box fitted today and after less than 4 hours the same problem. Loud whiring sound and won't turn on

[Dobbo180]

Same for me. Had a new Sky Q 2TB box last year after hard drive failure. it's been fine until about 2 weeks ago and kept crashing/freezing with loud fan/whirring noise - needing to be disconnected from power and restarted every time. Come end up was happening several times a day. Rang Sky last friday very helpful - new box arrived saturday. Got it all wired up and working but by Sunday night it crashed and froze. Reset it again. 

This evening it has now crashed and frozen 3 times in fairly quick succession. 

I see on this thread others are having the same issue. What on earth is going on?  i will ring sky in the morning as it's after 9pm now. 

[SJBird]

It keeps happening wirh each new box I order - it's very strange. I'm now onto our 5th box and the issue continues so I can only assume Sky 'refurbishes' returned boxes and sends them out without fixing them first. Given the bother of setting up a new box each time only for it to regularly crash I've given up and we now spend each day restarting the box and the connections on the Mini Boxes. 

Sky have increased their prices recently despite this ongoing issue so my only option now is to go to OFCOM and the ombudsman.

[SJBird]

No, this hasn't fixed it - Sky just keep sending out faulty 'new' boxes - we're on our 5th box now! The issues continues afte 5 months. Terrible service from Sky. I'll have to raise an OFCOM complaint. 

[Dobbo180]

My box crashed again overnight even though it was in standby mode and not being used.

Spoke to Sky tech support this morning. They suggest it's some sort of interference! and have booked an engineer visit for 24th June. This will be a fun couple of weeks 😞 

[Kelsingra]

Hey @SJBird 

Thanks for using the Sky Community.

I am sorry to hear about your issue with the Sky Q boxes. I've escalated your post to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

You can read more information about this service here:

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

[Greenfingers001]

Thanks for escalating this. We’ve sent @SJBird an invite to chat.

[Niknok84]

Please can someone get in touch with me also. We are now on our 3rd box, one of which has only been fitted less than 24 hours and already crashed over 3 times! 

[DaveKang]

Hi, I am in a similar situation and am on my 7th sky q box in 3 weeks. The boxes all have the same issue - won't come out of standby and the fan keeps whirring until you unplug from mains.

Work for a while and then go into the same issue again.

The last advisor I spoke to confirmed the boxes are reconditioned and not new. Think they are not being repaired and just boxed and sent out again. Getting fed up setting everything up only for the box to fail again. Sky customer of 23 years - thinking of canceling.

[DaveKang]

Could somebody please escalate and assist. Thank you.

[DaveKang]

I have disabled Wifi as suggested.

Will feedback.