Sky Q mini box freezing and jumping - just been replaced

[teelula]

My Sky Q mini box was replaced just before Christmas by an engineer as it was freezing and jumping on both live tv and recordings.

However the problem is still happening even with a brand new box. There are no issues with the main box only the mini.

I have an engineer booked again but what could the problem be? We've had sky for over 8 years in this house with no issues until recently.

[oldfella]

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@teelula wrote:

My Sky Q mini box was replaced just before Christmas by an engineer as it was freezing and jumping on both live tv and recordings.

However the problem is still happening even with a brand new box. There are no issues with the main box only the mini.

I have an engineer booked again but what could the problem be? We've had sky for over 8 years in this house with no issues until recently.

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Hi @teelula 

First try rebooting the main Q box and then when this is completely back up and running reboot the mini.
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Reboot the mini as above.
If the mini still does not connect reliably try a Network Reset on the mini.
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button.

Failing all of the above you may need a Sky Q WiFi Booster to position midway between your main Q box and the mini and you will need to contact Sky directly.

[teelula]

Thanks I've tried this numerous times as well as doing the system reset which seems to work temporarily but needs done 2-3 times in a row. 

I don't understand why the problem as just started as nothing about the setup of my WiFi or broadband has changed. 

[derekjp]

After being at my wits end with the constant freezing and crashing, I called Sky and a very helpful Techie talked me through how to load the latest software version on the main and mini boxes. Fingers crossed but after about 10 days, the improvement has been dramatic. Not saying it will solve everyone's problems but it's certainly worth considering.

[Chodley]

Interesting. They should update themselves but useful to know it's worth checking that and made such a difference. Thanks.

[derekjp]

Knew I spoke too soon. My mini boxes, which have worked pretty much without any problems since reloading the software, have started to freeze and judder again. Could this be as a result of another overnight download by Sky which has screwed things up again.  Who knows?

[Chodley]

No, updates to the Q software are very infrequent.