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Discussion topic: Sky Q box crashing & box fan spinning loudly - EE Broadband

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This message was authored by Daniel-F This message was authored by: Daniel-F

Sky Q box crashing & box fan spinning loudly - EE Broadband

Posted by a Sky employee

Hi all,

 

I've made this thread to collate / tidy a few other threads where I've noted users have specifically mentioned being with EE Broadband and their Sky Q equipment have been making loud fan noises or freezing overnight.

 

Moderator note: Updated thread to better reflect query

Daniel
Community Moderator

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Daniel-F
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This message was authored by Daniel-F This message was authored by: Daniel-F Answer

Re: Sky Q whirring or making noises over night - EE Broadband

Posted by a Sky employee

As previously mentioned, teams have been unable to replicate this issue. 

 

We do not however want to give up on this and are keen to continue to investigate.  

 

In order to do this we require examples from within the last 30 days.

 

We need all the questions below answered fully before we can take an example forward to the engineers to investigate the problem:

 

  1. Can you let me know the EE router model you have?
  2. Is this connected via ethernet or WiFi?
  3. Are you using any other network boosting features, such as a mesh?
  4. What is your Sky Q box hardware & Software version? - This can be found by pressing Home > going into settings > going to system info.  Please only provide the hardware version and software version exactly how it's shown on screen.
  5. At what time does the Sky Q box start acting up with the noise? We require an exact date & timestamp of when this has happened
  6. When the fans are wirring, can you still navigate the Sky Q menus or is it inoperable? 
  7. Is there a specific screen you are seeing on your Sky TV everytime this occurs?

If you have previously provided an example however are still experiencing the problem, you can still assist on this by providing the new example details.

Daniel
Community Moderator

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