Sky Q Mini - unwatchable due to constant and long picture freezes

[MJHC]

Hello

My main Sky Q box is working fine but the Mini box is constantly freezing. Typically I will get 10-20 secs of picture freeze then around 1 sec or less of movement then another long freeze - totally unwatchable.

I have search these forums and I have tried all suggestions such as rebooting both the main Sky Q box and the Mini box and rebooting the router (BT in this case) I have also tried doing a factory reset on the Mini box but the issue still persists.

Nothing has changed in the general setup or the home environment that would've caused this.

Any help or advice would be greatly appreciated.

Many thanks.....

Mark

[oldfella]

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@MJHC wrote:

Hello

My main Sky Q box is working fine but the Mini box is constantly freezing. Typically I will get 10-20 secs of picture freeze then around 1 sec or less of movement then another long freeze - totally unwatchable.

I have search these forums and I have tried all suggestions such as rebooting both the main Sky Q box and the Mini box and rebooting the router (BT in this case) I have also tried doing a factory reset on the Mini box but the issue still persists.

Nothing has changed in the general setup or the home environment that would've caused this.

Any help or advice would be greatly appreciated.

Many thanks.....

Mark

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Hi @MJHC 

Have you tried a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).
Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

[MJHC]

Hi thanks for the suggestion. I did try doing the network reset several times to no avail. 

I don't have Sky broadband so probably wouldn't qualify for the Sky Q Booster, how would I be able to get one? Also I think the signal isn't too bad.

i have unplugged the Mini box as it is useless at the moment and having to resort to using an aerial.

Any further suggestions woul be appreciated, also maybe some help from Sky themselves to address the many Mini box problems?

[oldfella]

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@MJHC wrote:

Hi thanks for the suggestion. I did try doing the network reset several times to no avail. 

I don't have Sky broadband so probably wouldn't qualify for the Sky Q Booster, how would I be able to get one? Also I think the signal isn't too bad.

i have unplugged the Mini box as it is useless at the moment and having to resort to using an aerial.

Any further suggestions woul be appreciated, also maybe some help from Sky themselves to address the many Mini box problems?

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Hi @MJHC 

A Sky Q booster can be used to locate between main Q box and mini.  There is no requirement to have Sky Broadband in this instance.

Sky should provide a Q booster to aid mini box connectivity .

[MJHC]

I am not sure a Sky Q wifi booster will make a difference. I have just connected the Mini with an Ethernet cable to the broadband router (turning off 2.4 and 5.0ghz channels on the mini box). The main Sky Q was already using Ethernet.

I am still getting the same freezes as I was when using Wifi.

I also did the Network reset while connected to Ethernet and still freezes, I suspect the Mini box may be faulty.

[MJHC]

hi again

unfortunately there's been no further advice from any Superuser.

in this case, could this please be escalated so that someone from Sky picks this up. I would call Sky but I am deaf so struggle to use a phone, the BOT chat is the ony chat option which wasn't helpful.

Thanks again.

[Chodley]

I've escalated it to Sky, they should invite you to a 1:1 chat, look out for a colourful chat bubble.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @MJHC.