Every few days my sky Q box gets stuck in standby. It then starts heating up and getting noisy. The only fix is to keep switching it off and on at the mains. Can this be fixed or do I need a new box? It has the latest software.
Posted by a Superuser, not a Sky employee. Find out more
Hi @Paul-leah If you follow the help pages, it should lead you to requesting a replacement box (you will lose all your recordings). If a swap is required, remember to keep your viewing card and swap the power lead as well. https://www.sky.com/help/articles/sky-q-wont-turn-on
So, I'm guessing it cant be fixed, and my only option is a new box. That's incredibly disappointing, because i got a new box (losing all my recordings) and the new box has crashed within two days.
Is there anything I can do to stop my sky box crashing every few days?
Hi what happened tu your problem as I've now had 3 new boxes in as many weeks, 3 engineers and no one can fix the problem. The box goes on 'no signal' and starts whirring loudly. Last engineer came yesterday 23rd December and next engineer booked for 6th Jan. all useless so far and no answers or help to resolve the issue. About yjj oh cancel the whole thing.
Sorry to hear this but I'm glad to find someone with the same problems. What Internet provider to you have? I have BT and have been told it's a problem with Sky Q and mesh network. here's what they responded with but I can't believe how no one at sky can resolve this issue. What is modest irritating is that I had to way 2 weeks for an engineer who came yesterday 23rd December to find that even with a 3rd new box the problem persists. Now I have to wait till 6th Jan for another engineer who will also fail to fix the problem. This is what BT sent me:
There isn't an official statement saying the BT Business Smart Hub 3 is outright incompatible with Sky Q but there are known issues with Sky Q and third-party routers (including BT hubs) that can cause problems. Here's what you need to know:
M Key Points
Sky Q creates its own mesh network on 5GHz (Channel 36) for mini boxes and streaming. If your BT hub uses the same channel, it can cause interference and connectivity issues.
Users with BT Smart Hub 2 have reported similar problems, which were fixed by:
Turning off Smart Setup (BT's device wizard).
Changing the 5GHz Wi-Fi channel from 36 to 44 or 48 to avoid conflict with Sky Q. [community.bt.com], [community.bt.com]
Sky Q is generally sensitive to network setups and often works best with Sky's own routers. Many users report instability when using third-party routers, even over Ethernet. [helpforum.sky.com]
A Potential Issues with Smart Hub 3
While there's no widespread report yet specific to Smart Hub 3, it uses similar firmware and Wi-Fi behavior as Smart
Hub 2, so the same fixes likely apply.
If you rename SSID or use custom passwords, some users have found Sky Q connectivity breaks until the hub is factory reset. (community.bt.com
Recommended Fixes
Disable Smart Setup in the hub settings.
Change 5GHz Wi-Fi channel from 36 to 44 or 48.
Use Ethernet for the main Sky Q box if possible.
If issues persist, consider using Sky's own router or a dedicated mesh system that avoids channel conflicts.
