New Sky q box installed a week ago and is failing

[Rothie+Norman]

@Chodley live TV through the box for several hours this morning with no issues.  Now watching through an app, so we will wait and see...

Incidently, or not perhaps, our broadband is also prone to dropping out.  New router installed a while ago made no difference.  Full fibre due to be installed later this month; I see how this could improve the broadband, but I don't see how it would help the Sky Q freezing issue.

@kathadam good luck! We have had 4 boxes in 2 months,  they all freeze. We've tried everything that has been suggested, still waiting for a proper explanation and solution.  Hopefully your problem will be resolved faster.  Sky Customer Services are an elusive bunch; it is almost like Sky don't want to employ enough people to deal with their customers' issues.  

[Rothie+Norman]

further to my previous messages (ad nauseum)...

Whilst on FaceTime call the internet connection dropped out. At the same time the Sky Q box froze (whilst watching through an app).  

I understand that correlation does not equal causation, but this is too much of a coincidence.  also, is the Q box causing the internet connection to fail, or is the sky router dropping internet causing the Q box to fail? Both have been replaced (router once, Q box 4 times).

Could something else cause both symptoms? What is the cure? 

[Chodley]

Easy to test the theory. Disconnect the Q from the internet for a while and see if it happens again.