Sky Q mini box keep disconnecting, resetting has gone into frozen position. Remote control unpaired.

[Add10]

My Sky Q mini box keep losing connection with the primary Q box, it reached point re connecting frequently, I reached for Sky support under help, sky support, recommended resetting the minibox, done that, New problem now the remote control lost pairing with the minibox , the mini box frozen on screen "accessibility on sky Q," with background music , non functional, rebooting it and resetting it , yoielded no resumption of connection or change the snake fozen screen . Tried to stick photo on this page but will be only attached until discussion started. Anyone experienced similar problem?

sky engineer booked in 3 weeks! , sky tech promised to compensate for lost service,  sky tech recommend replacement of mini box, I have to to pay first to issue replacement,the call centre at India , it took nearly 2 hours , putting on hold over 10 times as they lack experience , knowledge or authority 

[Laing1 · Accepted solution]

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@Add10 wrote:

My Sky Q mini box keep losing connection with the primary Q box, it reached point re connecting frequently, I reached for Sky support under help, sky support, recommended resetting the minibox, done that, New problem now the remote control lost pairing with the minibox , the mini box frozen on screen "accessibility on sky Q," with background music , non functional, rebooting it and resetting it , yoielded no resumption of connection or change the snake fozen screen . Tried to stick photo on this page but will be only attached until discussion started. Anyone experienced similar problem?

sky engineer booked in 3 weeks! , sky tech promised to compensate for lost service,  sky tech recommend replacement of mini box, I have to to pay first to issue replacement,the call centre at India , it took nearly 2 hours , putting on hold over 10 times as they lack experience , knowledge or authority 

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@Add10 to fix the problem in bold 

try the following...

Unpair their Sky Q remote from the box by holding 4&6 

Wait for the remote to flash you should then be able to dismiss the information screen by clicking on Skip & set up later

Hold 1&3 to repair the remote control

If 4&6 does not allow you to clear the information screen, try holding 7&9 to reset the Sky Q remote then hold 1&3 and follow the on-screen setup journey to allow the remote to control your TV. 

[Add10]

Thank you, it cleared the frozen screen

back to normal. The remote control back on too.

👍