Sky Q box crashing & box fan spinning loudly - EE Broadband

[wadinga]

Hi Stereohaven,

Well it doesn't need a permanent fix, just a warning to people that Ethernet into Q won't work! How hard is that? This thread is full of people threatening to cancel contracts, getting tech visits and being supplied with replacement Q boxes  and some eventually going  elsewhere when actually this simple answer seems to work. 

I note you have Level 10 Superuser status which I believe gives you privileges to talk to Sky techs direct. Maybe you could remind them of what we seem to be discovering? 

Anyway hopefully you will have no more problems. 

All the best

wadinga

[stereohaven]

That is kind of my point @wadinga, plenty of people are using Ethernet without issue, this forum only represents a small subset of customers, of which, the majority are only visiting because they have a problem. 

Sky have it on their radar, meanwhile I will enjoy the current stability and hopefully anyone else that visits with the same issue may benefit from this workaround 👍🏻

[Millernumber3]

Hi

I have had this issue for 7 weeks, 5 boxes, 2 engineer visits, numerous calls and even a new EE router. The fix seems fairly easy and touch wood for the last few days no issues and perfect service using Ethernet in main box.

What worked for me was going into the hidden menu, go to settings but don't enter the menu and 001 select. On network turn the 2.4ghz to off on the main box and minis and hey presto. Supposedly this causes the issue for some people. 

hopefully works for you as it is beyond frustration having to try and sort. 

[stereohaven]

---

@Millernumber3 wrote:

What worked for me was going into the hidden menu, go to settings but don't enter the menu and 001 select. On network turn the 2.4ghz to off on the main box and minis and hey presto. Supposedly this causes the issue for some people. 

---

After a stable period having removed the Ethernet cable and connecting the main Q box via the 'EE Compatibility' 2.4ghz WiFi network, I thought I would test the above and set it up accordingly yesterday.

Sadly, I came down this morning to a box that won't turn on with a noisy fan whirring away and an unhappy Wife! So, I have unplugged Ethernet again.

Clearly there is no "one fix" that works for all. 🤔

[stereohaven]

To say I regret changing my set up to test the above solution is an understatement! 🤣

Had reverted to no Ethernet and connecting to 2.4ghz EE Compatibility network on the Smart Hub Plus which had been stable for a bit, only to come downstairs yet again this morning to a frozen box, fan stuck on and once I had power cycled, no internet connection at all.

[stereohaven]

Fresh details for you @Daniel-F as requested:

1. Can you let me know the EE router model you have? EE Smart Hub Plus
2. Is this connected via ethernet or WiFi? Ethernet or WiFi. Ethernet sees a consistent problem, connecting via WiFi brought stability for a short period then the problem returned.
3. Are you using any other network boosting features, such as a mesh? Yes, but the Q box is only connected directly to the Smart Hub Plus. The additional mesh extender is called Smart WiFi Plus.
4. What is your Sky Q box hardware & Software version? Q310.000.13.00L (60nehp0) - 32B12D
5. At what time does the Sky Q box start acting up with the noise? Overnight when we are asleep, so I can't provide an exact time stamp but the fan is on and the box frozen when we come downstairs in the morning. I have tried different standby power settings on the Q box (Eco, Smart etc.), no change, occasionally the EE Smart Hub Plus will drop broadband connection in the small hours overnight, but it still happens either way, so doesn't appear to be a trigger.
6. When the fans are wirring, can you still navigate the Sky Q menus or is it inoperable? Box is frozen and will not turn on, requires a power cycle by unplugging to restore.
7. Is there a specific screen you are seeing on your Sky TV everytime this occurs? N/A happens overnight, does not affect the box when in use.

[jrwn]

I also have this problem since upgrading to EE Broadband in April. A Sky engineer is coming on Wednesday so wondered if there had been any progress on a proper solution that enables ethernet connections to Sky Q Box and Mini Boxes to be maintained.

I Have

EE Smart Hub Plus SH31B, 3 EE WiFi Plus reach extenders

Sky Q 2TB Box Model 32B12C ethernet connected to EE Smart Hub via a D-Link Go-WS-8G unmanaged ethernet switch

2 Sky Mini Boxes ethernet connected  to EE Smart Hub via a D-Link DGS-1008D unmanaged ethernet switch

2 Sky Q Mini Boxes WiFi connected with 2.4G channel disabled and Sky Mk 3 WiFi Boooster

The Sky Q Box frequently crashes with fan running and unresponsive 2 to 3 times a day/night

The 2 ethernet connected mini boxes crash unresponsive frequentlly independently of the Sky Q Box, sometimes with a pink screen

The most distant WiFi connected mini box frequently crashes unresponsive independently of the Sky Q Box

Nightmare!

[RuralPirate]

I have had no problems since I removed the Ethernet cable and went full wi-fi, good luck

[MrSKYQCrash]

Hello all, thought I would post my solution here for what has been regular annoying SKY Q crashing.  My network is reasonably complex with main BT router, BT discs, 2 x wired access points and a powerline.  Having upgraded some of my network boxes I found my Sky Q went from crashing once a month to several times a day knocking my minis offline.  Putting my Sky Q box on a slower ethernet speed port stopped the crashing, may not be possible for some in which case use wifi as others have suggested, and setting DNS to 8.8.8.8 seems to have fully stablised things.  Also check if your network boxes have any firmware issues, one access point did.  I am running static IP addresses for Sky Q and mini boxes.  Hope this helps others.   

[wadinga]

Hi MrSkyQ crash,

Interesting to hear you have had this problem appear since most have experienced it with EE hubs, not BT units. I never experienced problems with the BT Business hub, only when forced to change to EE Superhub on becoming a domestic customer. You appear to suggest that the SkyQ box cannot handle higher Ethernet speeds direct from router port and use of an intermediate slower speed port stabilizes things. It seems to me in your setup something in your upgrade exposed Q to speeds it could not handle hence crashes. 

I am sadly ignorant about the advantage of using Google's DNS in this case.

Hopefully we all learn something from this exchange of ideas.

All the best

wadinga

[MrSKYQCrash]

Hi, the switching to a lower speed port has definitely made an improvement in my stability.  My main Sky box is connected to is a secondary hub, which I need for connected devices in the lounge, which in turn is connected by ethernet to the main BT router.  I have much more control over the settings of this than the BT hub.  Defnitely worth tying it on wifi as others have suggested..   Since making my changes my  main Sky Box has never crashed.   My mini boxes are much more stable with very occasional drop outs.  For those technical,  I plan to segment my network here and see if this improves the Minis.  

[MrSKYQCrash]

Hi, latest news from my Sky Q issues.  Following a period of stability running after running SKq box on a lower speed ethernet port and setting dns to 8.8.8.8 I have been getting problems again SKY Q and Minis crashing,.  Luckily I was by my router when the world ending news of SKY not working hit me from the family.  I noticed my BT broadband had bounced offline and back on again and having seen the logs this had been happening for a few days.  Luckily we have a second internet line through a different supplier PLUSNET, which is of course supplied by BT,  which I have managed to connect to.   Andf and hey, stable TV has returned and I am off the family hit list.  I would definitedly check your Internet router logs for WAN downtime for those having problems.   Question to SKY- have you check the impact of intermitted internet access on your boxes?  Should be an easy test to radomly turn off the eth port and back on again randomly ?   I mayhave a go if I get the time.     

[wadinga]

Hi Mr SkyQcrash,

Whether or not its related my mini is having problems. It loses the network and whilst it has always run hot , the current heat wave seems to push it over the edge. I have resorted to putting cool blocks from the freezer on it, and after a reboot it settles down for a bit. Should it have had a fan and ventilation holes?

All the best

wadinga

[MrSKYQCrash]

Hi, I thought the same and ordered a new box.  Alas, same heat and crashing u til I I changed DNS to 8.8.8.8 and got a stable internet.  Suggest you check your router logs for errors and change DNS..  Hopefully sky will respond on whether unstable internet may cause crashing.  

[MrSKYQCrash]

Further updates from MrSKYQCrash.  Stability remains hugely improved with sable internet and 8.8.8.8 dns.  Interesting point seen this morning, mini box not speaking to Sky Q main box.. When I went to main skyq box and came off standby and quickly went to setting I could see ethernet marked as X and then it quickly changed to a tick.  Mini box then immediately jumped back into life, suggesting possible firmware issue .  @Daniel-F there are clearly lots of us out here with problems.  I asked a question on whether sky have tested the impact of intermittent loss if internet causing crashes.  Also are there any firmwares in development as this on doesnt appear to be the most reliable.