Sky Sports + Freezing

[mjstokes85]

Go to the live chat from this page: https://www.sky.com/help/articles/sky-q-hard-disk-error-messages

Tell them sky sports plus app is freezing and awful quality, they will do the usual ask you to reboot the box and internet etc (which I had already done anyway) and then they will admit these old boxes can't handle the new "sports hub" sky sports app and send you a new box.

[mjstokes85]

Just for confirm, I received my new Sky Q 1TB UHD box today and am currently watching Swindon v Port Vale on sky sports plus app with not issues at all, the freezing and poor quality have stopped. A family member watching the same game on an old 1TB non UHD box is having stuttering and freezing issues. So seems Sky are going to have to replace every single old Sky Q box with a newer one if they want to keep adding streaming demand to Q! 

[nigea99]

---

@mjstokes85 wrote:

Just for confirm, I received my new Sky Q 1TB UHD box today and am currently watching Swindon v Port Vale on sky sports plus app with not issues at all, the freezing and poor quality have stopped. A family member watching the same game on an old 1TB non UHD box is having stuttering and freezing issues. So seems Sky are going to have to replace every single old Sky Q box with a newer one if they want to keep adding streaming demand to Q! 

---

Many thanks for the update @mjstokes85 

I am glad you are now able to stream OK  & we will know in future to ask anyone posting similar issues if they have an old non UHD box

[Vinnie68]

I have sky q box If it is 32Cxxx then you have an older 1TB non-UHD Box

[nigea99]

---

@Vinnie68 wrote:

I have sky q box If it is 32Cxxx then you have an older 1TB non-UHD Box

---

hi @Vinnie68 

If you do have the older 1TB non UHD box then it seems that may not be able to handle the streaming via the SKY Sports app. We suggest that you contact SKY and ask them to  switch the box to a later UHD box 

[KevNewMedia · Accepted solution]

Hi everyone,

Thank you for bringing this to our attention and for tagging us @nigea99 .

We're sorry for the inconvenience this issue is causing. We've raised it with our support teams, who are currently investigating. We'll share an update here as soon as we have more information.

To help keep everyone informed, I'm marking this post as the accepted answer so the latest updates are easy to find.

[Paul+Impey]

How do I get an updated SKYQ box as mine is the old one and I just can't watch anything on SKY SPORTS+ using the red button - it freezes and then kicks the program off!!

[smeellyy]

I am having same issue on all championship football and rugby league matches whenever using channel 404 + via red button

[mjstokes85]

Follow the link I posted to the live chat, tell them you've tried everything. It's 100% the old boxes can't cope, my father in law is having issues again today and mine is perfect now on a new UHD box.

[Sugarloafjulie]

We still have the same problem watching football on the red button. We have spoken to quite a few of our family and they experienced the same. And they are scattered about the country. So I'm thinking maybe it's not the fault of our box.

whateverthe reason I think it's a Sky problem not mine. Maybe they are showing too many games on the red button and it can't cope! I'm fed up because it's been ongoing for a long long time. Sky please get it sorted! 

[oj01]

---

@Sugarloafjulie wrote:

We still have the same problem watching football on the red button. We have spoken to quite a few of our family and they experienced the same. And they are scattered about the country. So I'm thinking maybe it's not the fault of our box.

whateverthe reason I think it's a Sky problem not mine. Maybe they are showing too many games on the red button and it can't cope! I'm fed up because it's been ongoing for a long long time. Sky please get it sorted! 

---

As described above, it appears it's possibly down to the type of box you have.

[apchelt]

---

---

.... it appears it's possibly down to the type of box you have.

---

My streaming problems on Sky Sports + are documented on post 8 of this thread.

It seems to me a fundamental problem if the Sky Q hardware provided cannot support their own apps. Hopefully their techies can find a workaround, not ideal that I have to watch Sky Sports + via a browser on my MacBook.

[Raider999]

I have the same problem on a v2 2Tb box. I have sky's full fibre broadband

[Ashbridge]

Trying to watch Sunderland Hull game on the red button and picture keeps freezing, anyone else having problems with red button matches on sky?

[nigea99]

---

@Ashbridge wrote:

Trying to watch Sunderland Hull game on the red button and picture keeps freezing, anyone else having problems with red button matches on sky?

---

hi @Ashbridge 

Do you have any problems when using the other apps like Netflix or Disney +?

Is it just this game or all on the red button ?

Which box do you have ?

Home - Settings - System Info - Hardware Version

If it is 32Cxxx then you have an older 1TB non-UHD Box
If it is 32B0xxx then you have a (V1) UHD but non HDR 2TB Box
If it is 32B1xxx then you have a (V2) UHD HDR 2TB Box (which has a separate Power supply)
If it is 32B2xxx then you have a (V3) UHD HDR 1TB or 2TB Box