Sky Q downloads and recordings failing

[Leonjr]

Hello

Our Sky Q box is giving a lot of issues recently. Downloads are failing, recordings not completing with 'software issues' message. The box is also very slow sometimes taking 10 seconds to change to another channel. Rebooting helps for a while then the problems start again.

I have done the reset (not the one that deletes recordings) but it only helps for a while.

Is there anything else to try before doing the full reset? Don't really want to lose the recordings we have.

[Addie15]

Hi there @Leonjr , 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

[j+spellman]

I have the same issue with things taking ages to download, recordings were failing and sky replaced the box this week but no difference - i am on Starlink and no issues with the internet, apart from downloading from sky q - any advice appreciated.

[Leonjr]

Hi @j+spellman 

Thats a bit worrying that the replacement box hasn't helped as I may need to get a replacement if the issues continue.

I've been chatting to sky this morning and we have tried a few things. Currently I have my mini boxes unplugged and restarted the main box and my router. Everything seems OK at the moment but I expect it to start giving hassles soon as that's what usually happens after a reboot. The only difference is I have kept the mini boxes unplugged for now. Not sure how that can affect it but if there is some connection issues with the minis then maybe.

Have you tried anything else to try get your new box sorted out?

Regards

Leon

[j+spellman]

The engineer replaced the box and reset the mini box and booster - not sure what else to do really - an episode of Sopranos shouldn't be taking over an hour to download when my broadband is with Starlink - everything else is fine - just recoding from sky q 

[AJH68]

Hi

I'm also having the same problems.  I go on recordings and click to watch and there is a delay, then if I need to enter a pin, there is another delay and the screen goes black and then eventually it will start.  If I try and fast forward, it goes so far, then goes backwards, then forwards again and if I leave the recording, it will stay on for a bit afterwards and not automatically go back to normal TV.  I have tried rebooting the router and sky q but nothing has changed.  If I look for new series, sometimes the information is there, other times it says technical problem and I have a limited service.