Sky Q whirring or making noises over night - EE Broadband

[Andi_]

 

This is now a daily occurence and on 3rd replacement 2Tb SkyQ box in about a week !

Screen and sound freezes and only a power off and on fixes it. 

Also cannot turn SkyQ box on after being in standby mode at random times of the day .

Fan will be whirring away but box is not hot. Once powered off and on fan stops and box resets itself.

[RossFraser1712]

@Daniel-F Hi, the exact same thing is happening for me. I apprecaite you looking into this. It's infuriating with the amount of money I am paying EE and Sky. I hope this issue can be sorted soon. This is my second sky box

1. Can you let me know the EE router model you have? EE Smart Hub Plus SH31B
2. Is this connected via ethernet or WiFi? Set up via Ethernet
3. Are you using any other network boosting features, such as a mesh? EE Smart Wifi Plus - extenders (1) SW30A
4. What is your Sky Q box hardware & Software version? - This can be found by pressing Home > going into settings > going to system info.  Please only provide the hardware version and software version exactly how it's shown on screen. 32B12D, Q270.000.10.02L (5u193hm)
5. At what time does the Sky Q box start acting up with the noise? ideally we want some exact time stamps on this.  This happens at random times during the day. Today it occured approx 10:18 but there is no exact time. It is completely random.
6. When the fans are wirring, can you still navigate the Sky Q menus or is it inoperable? No. The box has to be switched off and on at the mains.
7. Is there a specific screen you are seeing on your Sky TV everytime this occurs? The picture freezes. This can occur while streaming (Netflix, Disney, etc) or watching Sky TV. The fan on the sky box will make a loud noise. This will continue until power cycled.

[Tim690]

Did this issue ever get fixed. My sky q box was becoming unresponsive overnight with the whirring fan until I followed a suggestion on this forum saying unplug the hard wired internet. I have been running without it being hard wired with no issues for the last month although obviously this isn't ideal.

[Andi_]

No, not fixed but some days its randomly ok but we are still using ethernet rather than wi-fi. Will give wi-fi a try. If it resolves it it's a temporary fix i guess until Sky and BT sort it out between them.

[Raysgroovy81]

Hi @Daniel-F  and all,

For everybody experiencing this issue, Sky are arranging to test my set up (Sky Q and EE broadband).

Sky require all of their questions below to be answered as there are many variables that make each of our set ups unique. 

Best regards 

1. Can you let me know the EE router model you have? EE Smart Hub Plus SH31B
2. Is this connected via ethernet or WiFi? Set up via Ethernet - WiFi will not stay connected. Mini boxes also via Ethernet using Netgear GS-308 Gigabit network switch
3. Are you using any other network boosting features, such as a mesh? EE Smart Wifi Plus - extenders (3) SW30A
4. What is your Sky Q box hardware & Software version? - This can be found by pressing Home > going into settings > going to system info.  Please only provide the hardware version and software version exactly how it's shown on screen. 32B12D, Q270.000.10.02L (5u193hm)
5. At what time does the Sky Q box start acting up with the noise? ideally we want some exact time stamps on this.  See daily record below
6. When the fans are wirring, can you still navigate the Sky Q menus or is it inoperable? Completely inoperable, will not even switch off using the power button on the front - has to be power cycled.
7. Is there a specific screen you are seeing on your Sky TV everytime this occurs? If occurs overnight, will not turn on so no screen. When it happens whilst the box is in use the picture freezes with a pink bleed, sometimes split screen - a high frquency repeated noise

Recent crashes

31/08/2024 - 15:43

01/09/2024 - 10:00, 20:45, 23:28

02/09/2024 - 01:43

03/09/2024 - None

04/09/2024 - None

05/09/2024 - 14:59, 18:00

06/09/2024 - None

07/09/2024 - 12:55

08/09/2024 - None

09/09/2024 - 09:55, 14:23

10/09/2024 - None

11/09/2024 - 18:05

12/09/2024 - pre-06:00

13/09/2024 - 14:06

14/09/2024 - None

15/08/2024 - 13:23, 16:02, 22:48

16/09/2024 - overnight

17/09/2024 - 12:00, 15:28, 16:32

18/09/2024 - overnight

19/09/3024 - 14:38

20/09/2024 - 12:28, 16:46, 19:38

21/09/2024 - 13:39

22/09/2024 - 23:46

23/09/2024 - pre 12:00

24/09/2024 - None

25/09/2024 - None

26/09/2024 - 17:22

27/09/2024 - 01:30, pre 07:00

28/09/2024 - 15:31

29/09/2024 - None

30/09/2024 - None

01/10/2024 - 14:26

02/10/2024 - 18:35

03/10/2024 - approx 09:00, 15:15

04/10/2024 - 07:21, 07:46, 14:35

05/10/2024 - None

06/10/2024 - pre 10:30, 12:55

14/10/2024 - pre 12:00

15/10/2024 - pre 07:30

16/10/2024 - pre 13:00, 19:23

17/10/2024 - 06:54, 07:06

18/10/2024 - 01:08

19/10/2024 - 09:56,

20/10/2024 - 10:42, 17:21

21/10/2024 - around 09:00

Points to note

• Main Q Box has been connected via Ethernet to the hub both through a switch and then directly - crashes still occur.
• I have tried disconnecting the box from Ethernet and connecting via Wi-Fi only - crashes still occur.
• Box will not retain a Wi-Fi connection when placed into standby mode, when turned back on I receive a message advising no network connection
• None of my boxes use Wi-Fi, all are connected via cat5 Ethernet.

[ml58]

Have changed to the new EE Box.  Problems exactly the same as described in the multiple pages on this thread.  Constant whirling of the disc, frequent interuptions - blue screen and occasionally a complete crash requiringa. re-boot.  As mentioned by others this imapcts all EE and BT users as they are migrated to the new hub.  Will perservere only because I am locked into a contract.  Not a great reason to stay with either company.

[Heds]

I'll admit that I haven't read the whole thread, because there's more to life than sifting through tech forums.

However, that issue looks incredibly similar to mine, and having ended up in the hands of an incredibly helpful Sky tech bod, it transpired that all my issues were down to me not having my SkyQ box 'sleep' at night. 

If your Sky box doesn't 'sleep' then it can'y update, if it can't update then it'll get exceedingly cranky, with issue of overheating, colour changes on screen and the box crashing and restarting.

The answer is to go to your Sky menu, down to Settings - System Info - Software Version - Setup.

Now, if your box doesn't want to do that naturally via WiFi, it might be that the update you need is months if not years behind. This will require an ethernet cable between your Sky box and your WiFi router so that the two can communicate.

Leave them to do their 'thing', and sometome later (mine took aaaaaages), your box will be much happier.

I still don't let my box sleep, because I like to go to my news channel of choice and be able to rewind if something has happened in the world overnight. I just have to remind myself to update the box every now and then, especially when it gets a bit cranky.

[Andi_]

My SKy box is up to date so not the issue with mine, however we seem to have temporarily "fixed" the lockups and fan running issue by unplugging the ethernet cable and connecting via wi-fi. No idea why this should have "fixed" the issue but it will do for now as can't be doing with a 4th visit and 4th SkyQ box in less than a month.

[MarkJordan]

@Raysgroovy81 

@Daniel-F 

Any update since the specific set up being checked?

[Andi_]

No more issues since ditching the ethernet connection to the SkyQ box and using wifi. No idea why this should "fix" the issue. Maybe someone can shed some technical details as to why it has.

[Andi_]

My issue was identical. Had the all black box with a failing HDD and all the issues have been with the new box with silver trim.. Ditching ethernet and using wifi has "fixed" mine with no further lockups and no fan whirring. As to why this should have "fixed" it i have no idea.

[Raysgroovy81]

Hi @MarkJordan 

The Sky engineer that attended verified my wired network set up including the cabling and network switches that I have installed. Apart from one of the mini boxes still having the 5Ghz Wi-Fi turned on, although in error state, there were no issues with my equipment.

Luckily, the box had crashed just before he got here. Not had any further feedback since then.

Regards

[MarkJordan]

Hi @Raysgroovy81 

thanks for replying. I wonder what of anything will happen next ?

[Raysgroovy81]

@Daniel-F 
The PMs will not let me respond, please contact me via the account email?

Regards

[Raysgroovy81]