Sky Q downloading issue

[Super_Mario]

Hi,

I swapped to you fibre several months ago and have been running with no issues. I've recently had a new q box as the previous one failed.

On the new box it frequently won't load any program preview pictures/menus and fails to download any media. When it is working it's so laggy.

I was fault finding with someone on the phone before the call getting dropped after 30 mins. They suggested I'd need to get in touch with my ISP but as everything was working fine before this new box I can't see that as the issue?

any pointers would be appreciated.

Thanks  

[oldfella]

---

@Super_Mario wrote:

Hi,

I swapped to you fibre several months ago and have been running with no issues. I've recently had a new q box as the previous one failed.

On the new box it frequently won't load any program preview pictures/menus and fails to download any media. When it is working it's so laggy.

I was fault finding with someone on the phone before the call getting dropped after 30 mins. They suggested I'd need to get in touch with my ISP but as everything was working fine before this new box I can't see that as the issue?

any pointers would be appreciated.

Thanks  

---

Hi @Super_Mario 

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

[Super_Mario]

Tried resetting the router before posting this. Everything else on the wifi is working fine. 

It did seem to resolve itself but today the downloads just get stuck at 1% or i get 'Failed, Remote network problem'

before getting a replacement box I'd never had this issue.

[Kelly166]

Did you find a resolution.  Mine won't even download or play and catch up tv

[Super_Mario]

I did actually.

I changed standby mode to none and haven't had a problem since.

Downloads still take too long though even with 1.2Gbps internet speed.