Sky Q box shutting off in the middle of the night

[Krolock]

Hi,

I'm looking for a little bit of help from overseas. I stay in the United States and I upgraded my mum's Sky box to a new Q box in January 2023. As my mum's getting on a bit in years I'm trying to see if I can fix a problem that she has without calling out an engineer as I think it might be a minor problem.

My mum watches the smaller Q box in her bedroom as she goes to sleep but she can be a bit of a light sleeper. In the middle of the night when she tries to turn on Sky, it's not coming on, I think it says "no connection" - she just told me that she has heard a soft clicking noise which makes me think that the box may go into standby mode or something.

I'm guessing that there might be something in the settings that I perhaps need to change but I wonder if anyone can give me some help as to what the problem might be?

I think it's a small issue that could be easily fixed and I don't want to put a call in to get an engineer over something that might be so minor. My mum is okay with it and finds it a bit of an annoyance, I'm going to be coming back over soon and I want to see if I can fix this for her as I think it would be too hard to try and talk her over the phone or Facetime, to make any changes.

Any ideas?

Thanks,

Derek

[TimmyBGood]

@Krolock 

Probably this, I think:

https://www.sky.com/help/articles/using-the-standby-settings 

[Krolock]

Thank you so much for this, I think this might it. Hopefully I can perhaps FaceTime my mum for this as it doesn't appear to be to tricky for her to do.

thanks again,

Derek

[Krolock]

Thanks again for all the help. I've tried to talk my mum through making the changes but I was unsuccessful. I managed to find the settings using Facetime but we weren't able to take the setting off eco, we managed to highlight none or active but my mum was pressing the button to try and either select it but nothing seemed to change.

Derek

[xenon81]

I've just tested it and it definitely works for me. Was she pressing right to highlight the option, then using up/down to select Active or Non, then pressing Select to confirm?

[Krolock]

It looked like she was.

To being with I couldn't see the screen very well as the way she had positioned her iPad I couldn't see the none, active or eco options. Eventually she manageed to move the iPad around enough so I cold see those options.

I tried to get her to highlight the none option and again, eventually she was able to get to it. I watched her press the select button but the tick didn't move.

The only thing that just occurred to me is that I had my mum do this on the box on the bedroom. Should she have been doing thing in the living room? I'm wondering if the living room one is regarded as the master box where changes to the settings will impact the box in the bedroom.

Derek

[Chodley]

Each box has its own settings. If the main Q has gone into deep sleep at 2AMish then probably the mini won't work even if this is set to "None" on the mini itself.

[Krolock]

Thanks for letting me know about this.

As I have a 5 hour time difference and my mum has things to do I think I'll try giving it a shot over the weekend. I just looked up the term "deep sleep" and I found this article - Common Sky Q problems and how to fix them | Trusted Reviews

If I can't get it to work this weekend, I'll probably have to leave it until I come over to see my mum in a few months time.

Thanks again,

Derek

[Krolock]

Hi,

I thought I would just provide a little update just in case anyone else had this problem.

My mum was able to prop her iPad up so I was able to see the television in the living room. I talked her through the process and this time she was able to get to the option where she could change the stanby settings to none. I could see at the top of the screen that she was able to confirm her selection, non of this appeared on the television upstairs in the bedroom.

Last night at about 9:30 U.S. time, that would be 02:30 U.K. time, my mum sent me an email to say that she could see Sky on the television in the bedroom, there was no connecticity message appearing on her television. It looks like the problem we had has been fixed.

Thank you for all the help everyone has given me.

Derek