Sky Q box randomly restarts reboots both when we are watching TV and when the tv is off.

[Subivan]

My Sky Q box randomly switches itself off and reboots to the start up screen. I have managed to speak to a Sky engineer, the software has been updated and  have had a replacement box and again updated the software, but the same problem occurs.
Unfortunately the problem is still occurring, totally randomly and no error messages are displayed. The only change in the home network is a switch of ISP and a change of router from a BT hub to eero pro 6.

Does anybody have any similar experiences or solutions?

[hrai]

On the basis that you've replaced the box itself and the problem still occurs I'd be looking at external factors.

Two that spring to mind are 1) overheating - is the box in an enclosed area? 2) faulty electrical wiring - try plugging it into a completely different socket.

TBH this kind of random behaviour can be really hard to resolve.

[Subivan]

The box isn' enclosed. It has been in a open front media centre for years. I will try.a different socket, but I can only plug it into the same set of outlets and still connect to the tv. The house is also relatively new, less than 12 years so this is unlikely to make a difference.  I will give it a go though just to see if it makes a difference.

[Subivan]

@hrai

i agree that it is probably external factors and how the skybox reacts to them.

The only thing that has changed recently in the environment is that I have changed to a new isp and from bthub to eero pro 6 routers.

I should maybe add that both my sky q box and sky mini are connected via Ethernet and Devolo powerline adapters, 

Is it conceivable that the security features on the eero can cause this impact on the sky q box?

[hrai]

You should be able to use the old BT home hub - if you haven't sent it back yet - with your new ISP to test that possibility. If that isn't the case we have another option to try out. Connect your Q box wirelessly and see if that has an impact?

Another option - if you have a FTTP or FTTC connection - is maybe be to connect your Q box directly to the ONT modem. However I believe that this means only one device - the Q box - will be able to use the internet (You need a router to assign IP addresses to multiple devices) But if your issue is fairly regular/repeatable it might be worth it for a few hours to see if anything changes?

(Pretty much every ISP doesn't use passwords etc nowadays which makes it dead easy to use your own router/switch. You just leave it connected when you change ISP and put their kit to one side ready for return in the future. And saves you having to reconfigure every wireless device in your house! Ironically the one ISP that does use a password is BT which I'd forgotten when I switched from TalkTalk to BT so had no internet with my own router for an hour until I remembered!)

[Subivan]

Unfortunately, I can't reuse the BT hub, and I can't connect the sky box directly to the modem, due to the location of the tv and the sky box.

The problem seemed to go away for a few days, but now has restarted again. Another new Sky box is on the way......

[oldfella]

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@Subivan wrote:

Unfortunately, I can't reuse the BT hub, and I can't connect the sky box directly to the modem, due to the location of the tv and the sky box.

The problem seemed to go away for a few days, but now has restarted again. Another new Sky box is on the way......

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Hi @Subivan 

If all your Q boxes are connected by Ethernet (via Powerline) have you turned off all Box WiFi?

[Subivan]

 Yes, both 5ghz and 2.4ghz on both Q box and mini are turned off.