Sky Q Box Crashing

[Convertible+Bond]

Hi, 

I previously had an issue with a Sky Q box crashing. Someone kindly put me in touch directly with Sky and they sent me a new box.

However, the new box they sent also crashes. Can someone put me in touch with them again for a new box?

Examples:

- Sky Q box crashes in Standby mode and will not come out of Standby unless the box is reset at the mains.

- Sky Q box crashes in Standby mode with the fan going at full speed very loudly and will not come out of Standby mode unless the box is reset at the mains.

- Sky Q box crashes while watching live TV. The image will cut out and go blank (TV receives no input from Sky box). The box is unresponsive to any inputs and has to be resolved by a reset at the mains.

- Sky Q box crashes occasionally when trying to use apps such as YouTube, with the exact same symptoms as above.

These are identical issues to what I had with the previous Sky box. It's disappointing to be sent a second box with identical issues. I have tried completing software updates etc. It does not resolve the issue. The crashing happens multiple times a week randomly.

Please can I get some help?

[Laing1]

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@Convertible+Bond wrote:

Hi, 

I previously had an issue with a Sky Q box crashing. Someone kindly put me in touch directly with Sky and they sent me a new box.

However, the new box they sent also crashes. Can someone put me in touch with them again for a new box?

Examples:

- Sky Q box crashes in Standby mode and will not come out of Standby unless the box is reset at the mains.

- Sky Q box crashes in Standby mode with the fan going at full speed very loudly and will not come out of Standby mode unless the box is reset at the mains.

- Sky Q box crashes while watching live TV. The image will cut out and go blank (TV receives no input from Sky box). The box is unresponsive to any inputs and has to be resolved by a reset at the mains.

- Sky Q box crashes occasionally when trying to use apps such as YouTube, with the exact same symptoms as above.

These are identical issues to what I had with the previous Sky box. It's disappointing to be sent a second box with identical issues. I have tried completing software updates etc. It does not resolve the issue. The crashing happens multiple times a week randomly.

Please can I get some help?

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@Convertible+Bond We are unable to escalate this to Sky until tomorrow but to check the Q box is in a well ventilated are and not in an enclosed space and there is nothing stacked on top of it or below it ?

[Convertible+Bond]

Thanks - that is correct. It is well ventilated with plenty of space around it on all sides.

[Laing1]

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@Convertible+Bond wrote:

Thanks - that is correct. It is well ventilated with plenty of space around it on all sides.

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@Convertible+Bond I have escalated this to sky

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The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Chodley]

Is this a v3 box and is it hard-wired to the router? Just checking something...

[Tom-W19]

Thanks for escalating. We've sent an invite to @Convertible+Bond.

[Convertible+Bond]

Thanks all, appreciate all the help. Will pick this up tomorrow.

It's not hard wired to the router. It uses WiFi. My router is also with Sky. 

The only unusual aspect of my setup is the Sky Q box goes through a Philips Hue Sync box which connects to the TV. But this setup worked fine for three years before this issue!

How do I check if it is a v3 box?

[Chodley]

If it's not hardwired then the v3 thing isn't relevant