Sky Q box freezes up and screen goes black every 20mins

[Broseley89]

I don't want to replace our box, we would lose all our recordings. 

[Malcolm1949]

Since 905 pm last night no satellite connection , tried switching on and off at mains, and waiting , helpline hopeless .Now been off for 17 hours , have requested a call back but no acknowledgement from Sky . What else can you do especially as no one at Sky is responding?? Do they actually have any engineers? I have tried online and telephone helplines , various non responses or 'we are having technical problems'

[Dobber1234]

Hello everybody quick query last night twice within the space of an hour my sky Q box totally unexpectedly went into standby mode and wouldn't come out of it again. I had to switch the power on and off directly at the mains for this to resolve it was so annoying as I had to get assistance each time to be able to switch on and off the power at the wall. Does anyone know why this keeps happening? It hasn't happened to me very often but every few months it does it is so annoying. Does anyone know why this keeps happening? Turning it off and on at the mains does resolve the problem? However I had to do this twice last night does anyone have any advice?

[Julie156]

ditto! I can reset by unplugging at the mains but then turns off again after differing lengths of time! 

[Emanuil]

Try to unplug it for 5 minutes, there is currently a Sky Q issue that started last night and a longer power cycle fixes the issue. 

[AndrewRhodes]

just called sky and there was an issue that sounds like mine where sky q boxes were going into standby and they say its fixed now

[Mr+Messedaround]

Recorded programmes play back for 10-15 minutes before switching off. I can reboot but when I reconnect I have to fast forward to where it cut out and it cuts out again after another 10-15 minutes

[WA14]

My Sky Q started going into standby mode every 20 minutes last night (15 May).  From the helpful comments it seems I was far from alone and that Sky has now fixed the problem as at 16 May.  

[Invisiblename]

---

@K+Hill wrote:

Yes I did try the "recommended" fix last evening 5 times but it didn't work. It did work this morning

---

That's because the problem was fixed overnight

[Invisiblename]

---

@mlpnko wrote:

So no harm done but would be interested to know why the recording failed due to a "power cut" when there was no power cut.

---

Because whatever caused the problem at Sky made your box effectively 'freeze' during which recordings would have temporarily stopped until you did the power cycle, and it would have iterpreted that as a power cut

[Invisiblename]

---

@WA14 wrote:

My Sky Q started going into standby mode every 20 minutes last night (15 May).  From the helpful comments it seems I was far from alone and that Sky has now fixed the problem as at 16 May.  

---

Correct

[Invisiblename]

---

@Julie156 wrote:

ditto! I can reset by unplugging at the mains but then turns off again after differing lengths of time! 

---

There was a major system-wide problem last night which has now been sorted.  You should find that one more power off at the wall, wait 30 seconds, than power back on should sort it

[SteveC285]

When watching a playback recording, the box freezes and I get a black screen, the box shows has a continuous circular blue circle

The remote will not respond until I cut the power and restart.

I am able to use the recorded programs again, but will go wrong again between 10 and 30 mins

What can I do?

[Dee140]

This is happening mine too, have updated and still happening. Did you find a resolve?

[Clare2812]

The problem is definitely not fixed, - mine is still down despite matter allegedly being resolved. And yes, i have tried all recommendations to fix it