Pause Then Forward Jumps To Previous Program

[MarkABC]

When I pause a program I am able to press play and continue watching. When I fast forward it jumps backwards to the previous program. If I then forward to try to get back to the program that I was watching it loops back to the previous program. Eventually it freezes and I power off from the mains, wait for 30+ seconds then power on. This has been happening for two weeks.

[oldfella]

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@MarkABC wrote:

When I pause a program I am able to press play and continue watching. When I fast forward it jumps backwards to the previous program. If I then forward to try to get back to the program that I was watching it loops back to the previous program. Eventually it freezes and I power off from the mains, wait for 30+ seconds then power on. This has been happening for two weeks.

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Hi @MarkABC 

Try a Reset Settings in the Q box hidden menu.
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.

[MightyQuinn]

Hi @MarkABC   It sounds like the box is on the way out, time to contact Sky. Assuming that this is the Main box and not a Mini box.

[MarkABC]

Thank you for your reply.

This happens with regular programs. Haven't noticed it with recordings. Does that matter?

[MarkABC]

Thanks for your help.

How do I contact Sky for a replacement box? I have tried the Bot but end up going round in circles and when I call they send a message with a link to here.

[oldfella]

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@MarkABC wrote:

Thanks for your help.

How do I contact Sky for a replacement box? I have tried the Bot but end up going round in circles and when I call they send a message with a link to here.

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hi @MarkABC 
Have you tried resetting Settings as per my earlier post?

[MarkABC]

Hi oldfella,

Yes, I have. I am now going to watch a program then test the pause and forward.

I will let you know.

Thanks again.

[xenon81]

Do you ever notice this on BBC, ITV, Channel 4? Or is it just channels shown in this image: 

https://cdn.adsmartfromsky.co.uk/wp-content/uploads/sites/3/2026/03/ADSMART-CHANNELS_20MAR26.jpg 

What you're describing sounds like the problem a few people have noticed recently that seems to be limited to channels that use Sky's AdSmart system. There was another similar topic yesterday and a couple of others over the last few weeks. As yet there is no solution but a new box won't fix it. 

[MarkABC]

Hello Xenon81,

Definitely on Sky Witness 107.

I am just waiting to see if the reset suggested by olsfella works.

Thank you.

[MarkABC]

The problem has happened again. I have been watching a program. We paused it a few times to do things during ads. 40 ish minutes into the program we fast forwarded through the ads and at 45 minutes it skips back to 15 minutes from the start of the program. If we fast forward to catch up all the way it skips back to 15 minutes from the start of the program. This happens every time we try to catch up. If I stop at 44 minutes into to program then press play on this occasion it has continued, completing the ads and continuing with the program. (On other occasions we have completely missed the end of the program or have had to change channel then return missing a section of the program).

I have completed the reset as suggested by Oldfella.

[mr.tickle]

@MarkABC ok so based on the above by @xenon81 , the easiest thing to try then is to turn off AdSmart.

No need for box resets or swaps if this is the problem.

How to turn off AdSmart (https://www.sky.com/help/articles/tailored-advertising-with-sky-adsmart)
* Go to https://www.sky.com/mydetails/data-and-personalisation
* Scroll down to "Tailored TV Advertising"
* Turn it OFF
* Allow some hours/days for it to take affect
* This is a work-around, not a "fix", but with it off, you can't be affected by the AdSmart bugs, and you wouldn't be watching the adverts anyway.

[MarkABC]

Hi @mr.tickle

I have turned off "Tailored TV Advertising". I will check and update over the next few days.

Thank you.