Yet another case of a Sky Q box constantly crashing

[PhilHogg]

My Sky Q Box keeps crashing and needs to be constantly powered down and restarted.

It happens very often while in the menus and pause but also happens during live tv and replaying recordings.

Sometimes it will show a bouncing screen for a few seconds then go into standby, from where we can restart by simply pressing the power button on the remote control. Other times, it will simply crash altogether and become totally unresponsive (sometimes while still playing a programme, other times the screen image freezes). 

We can have times where we are just constantly restarting the box from the power supply over and over again within minutes of each other. Then sometimes it can be fine for a couple of hours. I'd estimate it's happening 10-20 times a day.

I've read hundred of other posts on this but don't seem to find a definitive resolution and can't get to the 24/7 contact I supposedly get being with Sky. Can someone from Sky get in touch please? It's driving us mad. 

I've read some suggestions that this could be to do with us having EE 5g broadband, some kind of disruption with the Sky Q box not coping when the broadband is toggling between 2.4 and 5g (???), but not tech minded and really need a solution before considering renewing our contract. TIA.

[Daniel0210]

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@PhilHogg wrote:

can't get to the 24/7 contact I supposedly get being with Sky. Can someone from Sky get in touch please? It's driving us mad. 

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@PhilHogg 

There is no 24/7 support apart from through here on the forum. No one from Sky will get in touch due to your post. Your Community log-in name isn't linked to your Sky account(s) so Sky won't know who you are.

[lettice]

Firstly, try doing a recovery procedure on the linked article below and see how you get on with that.

https://www.sky.com/help/articles/sky-q-picture-problems-stuck-on-hello-blue-please-wait-message

[PhilHogg]

Thanks. I don't know why or how that is as I've come here from my account. When signing up to Sky there is reference of 24/7 support hence the comment. Hopefully someone in the forum can assist with my query though since it seems impossible to contact Sky using the Contact Us option which ends up bringing me here.

[PhilHogg]

Unfortunately this doesn't resolve the issue. I've noted hundreds of other threads on this issue and tbh am not expecting it to be resolved given what I've read elsewhere and their own 'help' service points me to the community rather than them resolving my enquiry. Thanks for your suggestion though

[Daniel0210]

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@PhilHogg wrote:

impossible to contact Sky using the Contact Us option which ends up bringing me here.

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@PhilHogg 

Sky want to encourage customers to solve issues either online or by directing you onto the Community where someone here can possibly help you. You can still get through on the phone to an agent should you need to. 

[Daniel0210]

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@PhilHogg wrote:

Unfortunately this doesn't resolve the issue. I've noted hundreds of other threads on this issue and tbh am not expecting it to be resolved given what I've read elsewhere and their own 'help' service points me to the community rather than them resolving my enquiry. Thanks for your suggestion though

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@PhilHogg 

Is that in response to the advice from @lettice 

[Marblexo]

I don't suppose you've found any solution to this?

I find it absolutely mind blowing that so many Sky customers have this issue and nothing is being done. My service is completely unusable most days, some days I don't even bother turning the TV on in the evening because I know I'm going to have to toggle the power off and on every 5 minutes. And yet I'm stuck paying a massive amount of money to Sky for the next year until my contract is up!

[Enigma13]

I have the same problem and agree that it is unbelievable that such a widespread issue has not been sorted out. My contract is up in February and, after over 30 years with Sky, I will be moving away. It's a shame that Sky don't value loyal customers. It would be nice if VIP benefits included sorting out problems!