Slow or No Response to Sky Q Remote

[donutbrains]

Hi all,

I see some similar issues have previously been discussed and I have tried some of the related fixes with little success.

A few days ago our Sky Q Mini box started reporting a temporary technical fault reaching the main box.  We also noticed the main Sky Q box was taking around 20 seconds to respond to every button press, black screens and further delays when selecting channels and Fast Forward/Rewind would not respond at all.  After some faffing, I turned both off for the day and resumed troubleshooting as follows:

1. Replaced the remote batteries
2. Checked disk space
3. Switched from original remote to smart remote
4. Ran a software update
5. Ran a system reset

As I type this we have started to see intermittent better responses but the main Sky Q box slowness remains, as do the technical errors remain occasionally popping up and interrupting live TV viewing on the Sky Q mini box.

Thanks for looking and any suggestions appreciated.

[Addie15]

Hi there, @donutbrains, 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 

[donutbrains]

Thank you and I do now have a Sky engineer visit booked for Friday morning (16th August).

[Lisa-P1987]

Thanks for the update. We will close the invite 🙂

[donutbrains · Accepted solution]

The issue has now been resolved by a Sky engineer (Mark), who quickly diagnosed the issues and replaced the main Sky Q box. This does mean that all of my recordings are gone BUT this is far outweighed by the joy of having Sky TV working properly again.

Kudos to Sky for fixing this issue with no hassle.

Thank you

[Guitar+Monkey]

I am having exactly the same problem, and have taken the same temedial actions. Is replacing the box the only answer?

[donutbrains]

I would say a replacement box was the only option for me in the end, having tried so many troubleshooting steps before calling in the Sky engineer. The new box has been faultless for the last 3 months and having to re-record and download what was lost has been a worthwhile sacrifice for the reliability we now have.

Good luck!