Sky Q recording issues

[Veedub16]

Recently ive started to have problems with my SkyQ box, a timeline of how the issues manifest would be:

1. Recorded Programmes would freeze and the box locks up
2. Sound drop outs, sometimes every couple of seconds
3. TV channels suddenly all show only a black screen. (Signal is absolutely fine)
4. Unable to watch films on sky movies, i try to download to watch but nothing happens. Reset the box and Im able to watch the movie.
5. A lot of my recordings ~90% are suffering from "Software issue"  which affects the playback in the form of stuttering image, or you cant watch past a certain point (if it would playback at all)
6. And now im getting Failed recordings due to "software issue"

I have reset(turned off and on again) the box many many times, it might restore the channels if  issue #3 happens but the "software issue error" is not going away. 


Starting to think I need a new Box,

Anyone able to help before I try and go through Customer support.?

[Addie15]

Hi there, 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 

[Veedub16]

Thanks, I may have missed the invite as I was not around yesterday. 

[Veedub16]

Hi, I've already tried resetting the box. It actually made it worse. I was getting a lot of software faults but mostly the recordings worked if a little stuttery on the sound side of things.

Since the reset, I can no longer record anything. It says its recorded but if i try and play the program there might be 10 seconds of recording.

At this point in time, I can watch live TV but I can't record anything.

[TimmyBGood]

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@Veedub16 wrote:

At this point in time, I can watch live TV but I can't record anything.

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Typically the suspicion would be a failing hard drive, to be 'fixed' by swapping-out the box.

[Mr+Flibbles+86]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Invisiblename]

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@JordanBGoblin wrote:

The article shows how to reset the hdd. It's either full or a new box is necessary. There are great offers at the moment to get the box for free and up it from 1 to 2TB.

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The Sky Q boxes are always "free" as you don't own them, they are loaned & need to be returned to Sky when a contract is terminated.