SKY+HD box keeps repeatedly freezing on playback of recordings despite system reset.

[JNT1]

My Sky+HD box has started to freeze the picture whilst playback of a recording is in progress.This tends to happen every minute or so  and can only be resolved by pressing the x2 speed on the remote then reverting to normal speed.  I tried a system reset but it was no better. Any suggestions where to go next?

[Mark39]

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@JNT1 wrote:

I tried a system reset but it was no better. Any suggestions where to go next?

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You mean a full System Reset which deleted everything from your Planner? 

The freezing is likely to be the result if a failing hard disk. You could try rebuilding your Planner as described here: https://www.sky.com/help/home/sky-tv/sky-tv-plus/sky-plus-watching-sky-tv/sky-plus-recordings/articl...

If that doesn't resolve it, the next step would be a full System Reset if you haven't already tried it. If neither resolve the issue, your Sky box will need to be replaced, I 'm afraid. 

[Russell+brothers]

My sky + had box keeps freezing when I'm trying to watch a recording. How can I stop this from happening please?

[Mark39]

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@Russell+brothers wrote:

My sky + had box keeps freezing when I'm trying to watch a recording. How can I stop this from happening please?

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As it's the same fault, try the suggestions in my post immediately before yours.

if it doesn't fix it, you'll need to upgrade to Sky Q or Stream. You can no longer replace your Sky+ box, 

[JC84]

I have the same problem & went through the steps.  I'm mid-contract now, so does my subscription finish as the hardware has failed or is a replacement Q box issued?  What number should I contact to order a replacement sky q? Thanks in adavance for your replies.

[Mark39]

@JC84 to be honest, I don't know whether Sky would allow you to end your contract under those circumstances. However, I'm mindful that the Sky+ box is your property and therefore not Sky's responsibility.  They'll probably suggest you upgrade to Sky Stream, but Q is absolutely an option. It requires engineer installation as the LNB on the dish has to be changed.

You can contact Sky on the usual number, which can be found via the 'need more help' link at the bottom of the page here: https://www.sky.com/help/home

You might be interested in some notes my Superuser colleague @nigea99 has out together here: https://helpforum.sky.com/t5/Sky-Q/Switching-from-SKY-SKY-HD-to-SKY-Q-some-points-to-note/m-p/447009...

[Annie+UK]

Use the following link for contacting Sky: CONTACT

A phone number is given on a link on the page linked to below (click on the "Need more help?" drop down):

There is also Sky's How can we help? page
(make sure the correct country is selected at the bottom of the page)

[oj01]

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@JC84 wrote:

I have the same problem & went through the steps.  I'm mid-contract now, so does my subscription finish as the hardware has failed or is a replacement Q box issued?  What number should I contact to order a replacement sky q? Thanks in adavance for your replies.

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I would imagine that switching to either Q or Stream will involve taking out a new contract. Although you are in a reasonable negotiating position if cancelling completely is also an option.