Sky q Tv & NETFLIX APP PICTURE FREEZE

[ArulF1]

We have been experiencing a frozen picture but the sound continues both on sky q recordings, live tv and when watching via the Netflix app.  It's been happening intermittently for the past 3-4 weeks.  To try to fix, Have switched off and on again at mains but no avail.  Problem persists. We connect via wireless but have high speed fibre to premises.

Pressing 'back up' on remote has no

effect. Have to switch box off and on again and then works ok. Sometimes can happen multiple times in one film / episode.  Other times no

issue.

Any advice or should we be requesting replacement box?

we have a mini box / 2nd screen - but this is ok, only affects main q box.

[Mr+Flibbles+86]

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