This programme is no longer available

[cathy+greenwood]

Mine is set not to go off and my tv is not operated by the sky remote

for me it makes no difference and there appears no way around un plugging 

poor on skys developers as they know what code they changed and could and should have fixed it by now or rolled back the s/ w change. 

pathetic service 

[stu+the+foo]

It was just a thought as it seemed to me the issue only arose after turning from ON to STAND-BY, which I'm guessing would be the was the vast majority of boxes are set up - ie. The box switches to stand-by with the TV once the sky remote power button is pressed?  However, from what your saying the problem still occurs is the box is permanently on ?

[cathy+greenwood]

Yes the problem still happens at any time when using the menu it going to change channel

there is no pattern to it 

[IanD1]

Not sure if there is any value adding comments to this thread as someone has marked it as "Answered" i still have the same issue as everyone else and my box was swapped out 2 weeks ago, not sure how this works or how to escalate to someone at Sky to take owneship???????

[Madkitty]

I think a lot of us are just keen for a response or an update - 6 weeks of this nightmare is just not helpful. It also raises awareness if the update is still being rolled out to boxes and people are new coming on here with the same issue

[stu+the+foo]

It has been over a month. Surely the software developers know what changes they made to the last software version that has caused the problem that so many customers are experiencing ??

[cathy+greenwood]

The email address for the ceo is on the ceomail website if you Google it   This community does not let me publish it or any links

[StumpyT]

---

@SpaceSparkie wrote:

Hi Everyone 

I am sorry to hear you are having this issue. 

I have raised this to our support teams who are looking into this. I will mark this post as the answer until there is any other update. 

---

Perhaps @SpaceSparkie could give an update and also let us know if there is any point in responding to a thread marked as "answered" when there hasn't really been an actual proper answer/resolution?

[SimonRaybould]

Yes, I also disputed that this thread was marked as "Answered" when it hasn't really been answered.
I was told that this is "normal" to do that in this group.
Well it may have become accepted practice in this forum but that doesn't make it correct.
To me, an issue is not "Answered" if the answer does not resolve the issue.
Just saying it will be passed on to someone else is not an answer.
So how we we know when there is an actual answer to this? is there also a "Really Answered" or "Resolved" state? 😉

[Daniel0210]

@SimonRaybould 

Such updates are temporarily marked as the answer so that customers viewing the thread for the first time can quickly find the most recent update without necessarily having to trawl through pages and pages of posts. It will either be edited by staff or a new post marked as the answer. 

Edit: it was actually me that posted that reply to you previously - post 165. 

[stu+the+foo]

So how do all the people in the 'dead' thread informed when a solution is eventually available?

[StumpyT]

As it appears to be a software issue, I guess we'll find out when our boxes start behaving again.  

[stu+the+foo]

My Sky Q box now freezes EVERY time it's put onto stand-by. In desperation I tried leaving the box on and only turning off the TV - no different - still frozen this morning. 

of course this means the 2 mini-boxes don't work either. This is intolerable. Can whoever reported this to Sky over a month ago (moderator or whatever) seek an update, as I for one will be seeking a suspension in my TV payment until it's resolved. 

[stu+the+foo]

I tried to find the CEO's email without success. I found a HE at Sky but was only directed to his LinkedIn profile - not possible to message unless they accept a 'connection' request. It was also unclear if he was the right person and there are various Sky companies. 

[manny+virdi]

I have an update. Just had engineers around and showed them the exact issue. They spoke directly to one of their technical experts, and this is a recognised incident- they showed me a report describing exactly what we are complaining about. The issue is in the Q350 software update on the Sky Q box, and Sony TVs (mine's a Bravia) latest update. Apparently, Sky are working on it and there is a fix due in the next update Q360, which I'm told is being rolled out in the next few weeks. Crossing my fingers and hoping this is finally a solution.