Sky q updating software stuck on step 1

[adam+lewcat]

Loads of issues with a black screen and no sound for a second than disappearing, Sky helped tried loads of fixes (changed screen ratio, changed to eco mode etc) but no joy- then they sent out new sky Q box. Set that up and unfortunately issue remained - did some research and software is way out of date - this would not update via settings (tried severeal times) - talked thro forced software update and now stuck on Step 1 of updating software for last hr. 

[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

[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