Sky Q Box randomly turning off

[JulieR]

Our Sky Q box has recently started randomly turning off.  We have checked all the power saving settings and it doesn't seem to be any of those as we previously changed them when it used to turn off after a certain period of time.

Additionally, it does frequently lose the broadband connection and we have to type all the details back in.

We have had the box for a few years, is there anything we can try, or does the box need replacing?  We looked at the software update settings and that seems to be automated now.

[Mr+Flibbles+86]

Hi there @JulieR, 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

[Addie15]

Update-We are closing this session now after not receiving further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[JulieR]

Hi.  The issue is still occurring after we have checked the settings n the TV as well.

[Quoman7]

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@JulieR wrote:

Our Sky Q box has recently started randomly turning off.  We have checked all the power saving settings and it doesn't seem to be any of those as we previously changed them when it used to turn off after a certain period of time.

Additionally, it does frequently lose the broadband connection and we have to type all the details back in.

We have had the box for a few years, is there anything we can try, or does the box need replacing?  We looked at the software update settings and that seems to be automated now.

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Hi @JulieR To me it sounds like your TV's powersave mode is activating, usually after a few hours of being on, if the TV turned itself off it would turn the SKYQ box off at the same time.

However there is usually a notification on your TV screen when this happens to press a button on the TV remote  to stop it activating, of course if you are out of the room at the time you would not see it?

You can change the powersave mode in your TV's settings.