Sky Q box (very old) gets dangerously burning hot and randomly shuts down. Works again when cooled.

[ssfas]

Not only is this a problem as it makes Sky unusable, it is a fire risk and I burnt my hand.

How do I get sky to respond?

[nigea99]

hi @ssfas 

I have escalated your post to SKY who, hopefully, will be in touch tomorrow.

Please see this link re the escalation and what you might see:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

If you haven't already done so I suggest you completely unplug the box

[ssfas]

Many thanks. 

This has now happened three times. Each time the only way to get it back alive is to unplug it, beause it becomes completely unresponsive to the remote or the front panel buttons. I let it cool down for half an hour.

I've had this box since Sky Q was launched in February 2016 (I've been with Sky for 23 years), I suspect it's getting a bit old.

[Invisiblename]

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@ssfas wrote:

Many thanks. 

This has now happened three times. Each time the only way to get it back alive is to unplug it, beause it becomes completely unresponsive to the remote or the front panel buttons. I let it cool down for half an hour.

I've had this box since Sky Q was launched in February 2016 (I've been with Sky for 23 years), I suspect it's getting a bit old.

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If it's getting that hot, that often, I suggest that maybe it would be a good idea to leave it off & unplugged from the mains!

[ssfas]

When it happens the button goes red. I presume it has a thermal cut-out and, given a lot of time, it would cool down even if not disconnected. It is worryingly hot. 

I found a thread where the unit was melting! Also a very old machine.

https://helpforum.sky.com/t5/Sky-Q/Sky-q-box-overheating/td-p/4321879

[Invisiblename]

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@ssfas wrote:

When it happens the button goes red. I presume it has a thermal cut-out and, given a lot of time, it would cool down even if not disconnected. It is worryingly hot. 

I found a thread where the unit was melting! Also a very old machine.

https://helpforum.sky.com/t5/Sky-Q/Sky-q-box-overheating/td-p/4321879

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You're making a big assumption about the thermal cutout - you want to risk it catching fire or worse?

[lettice]

If you believe your box is getting more than just the normal expected warm touch, as explained in this Sky Q article, use the link in the article to book a Sky engineer visit to replace your current box.

https://www.sky.com/help/home/sky-tv/sky-tv-q/fixing-sky-q/fixing-q-equipment/sky-q-box-is-warm-to-t...

[Greenfingers001]

Hi there @ssfas , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147