Q box fan stopping

[Shammie]

Ok long story short.

The Sky Q box's fan spins up causing the box to become unresponsive. We have to pull the power and plug it back in to get it working. This obviously interferes with recordings etc. happens randomly even while watching. What's been done:

we've had 4 "new" boxes

5 engineer visits

replaced coaxial cables to the dish by engineer

Moved the box to a new location away from the router and ps5.

plugged directly into a wall socket rather than an extension lean.

still goes off and stops working. We and sky are really confused. Had sky q since launch 8 years ago and lived in this property for 7 of those 8 years. Only started having issues in January 2024.

please help!

[Doc5907]

@Shammie

maybe consider Sky Stream ?

[Jaideep2]

Hello,

Did you get this resolved? I have the same issue. Coaxial cables also changed and dish relocated, problem still persists.

[Steve142]

Same here. Had Sqy Q since launch. Worked perfectly fine up until about a month or so ago. Fan started suddenly spinning up for no reason whatsoever. 

Thought as box so old it was just finally coming to it's natural end. Sky sent new box. 

The brand new box is doing EXACTLY the same thing. Fans spins up and won't stop. Box frozen and only solved by unplugging and restarting. 

Nothing has changed since perfect operation over the years. 

Box in open and well ventilated. Same location. Same router. Tested on different router. Same issue. Cables fine. Dish fine. It's the box. When fan kicks in, it can happen when box is on or in middle of night when on standby. Box cold to touch when fan kicks in. Fan not initiating due to box overheating. I could understand that.  But it's kicking in when file and cold. PSU also replaced and brand new PSU makes no difference. Essentially, everything has been tested and working fine, apart from the box itself. 

To me it's more like a software issue and hoping enough people are effected it is investigated and patched. 

it's happening regularly every day, sometimes several times a day.

[Shammie]

We found our issue, we had recently changed internet providers and the sky box couldn't handle the power of the new internet so we have now removed the cable from the sky box and the issue has resolved for us 

[Steve142]

Seriously?? No way.  

So about a month or so ago I moved from BT Fibre 500 to EE 1TB Full Fibre. I kept my old BT Hub 2 plugged in as it was compatible with the EE. The Ethernet cable from my old BT Hub 2 was the same. When it started happening I plugged in the new EE Hub and it was doing the same. 

So I've just removed the Ethernet cable and now reluctantly running my Sky Q network on Wi-Fi. 

It will be interesting to see what happens now it's on Wi-Fi. (box locked up 3 times today already on Ethernet cable)

If this turns out to be the cause I will not be happy. 

🤬

[Shammie]

It's bt ee that we are with not long had it when the issues started took months to realise but it fixed ours hope it fixes yours 

[Steve142]

You're not going to believe this. 

I removed my Ethernet cable from my Sky Q box and reset the network connection to Wi-Fi. 

From a box that was freezing up several times a day, the box has not frozen a single time !!

Looks like the boxes do not like the high speed EE broadband!!

Surely Sky must know this by now !!

From today onward Sky Support technicians should be adding to their checklist for this condition "Have you switched provider to EE recently, use an Ethernet connection and does it coincide with the fault starting ".  

Secondly, they should be fixing the issue as providing an Ethernet port on the box and not ensuring it remains functional is a fundamental flaw in their technology. 

Many thanks for your input. It seems to have worked for me too. 

I do hope Sky take note of this , as with BTs merger with EE and BT Broadband being phased out to EE broadband over the coming year or so, I'm betting there's going to be a growing number of people in the same boat. 

Best wishes,

Stevie

[Chodley]

I have 1Gb internet and do not have this problem BUT I have a cheap 100Mb switch between the Sky box and router which presumably means it clocks the ethernet connection at 10% of the speed. Might be worth a try to keep the more reliable wired connection.

(Not all Q boxes have a Gb port anyway so this might not affect all)

[Shammie]

Your welcome- I hope sky takes notice of this also