new Skybox - remote latency issue

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rprosser

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#318104 15-Dec-2024 18:13

We've developed a strange fault with the remote for the "new" sky box. When we press a key it can take up to about a minute for the skybox to activate. If changing channels for example, the natural reaction is to press the button again. Then when it does react, 2 or 3 channel changes will result!.

I phoned sky and they are sending a replacement remote but it looks more to me like the skybox firmware is at fault. I did check the batteries and they were fine.

I also tried resetting the skybox and that fixed things - but 18 hours later it's back again. Some sort of memory leak or interrupt issue in the firmware?

It seems to have become more noticeable since a recent FW update to the skybox but we can't really be 100% sure about this.

Anyone else with the problem, or preferably a solution?

rprosser

36 posts

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#3326324 30-Dec-2024 18:59

And it's ongoing:

We received the new remote but there was no change. Contacted Sky again - 45 min wait on phone so tried chat. About a 40 min. wait This resulted in having to factory reset the box and re-enter all our settings, losing recordings etc. But it appeared to fix the issue.

Today - there was a notification that we had low memory or storage (or similar) and that there may be performance issues. Guess what? the slow remote problem is now back. Have just phoned Sky again, but am not prepared to wait 42minutes again to talk to someone.

I'll try an email.

I'm surprised no-one else is reporting this sort of issue.

Spyware

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#3326326 30-Dec-2024 19:16

Ask for a mySky HDi from 2008 as a replacement as they work great.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

zxboy

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#3326342 30-Dec-2024 20:15

I had a similar problem a while ago..

See this thread: https://www.geekzone.co.nz/forums.asp?forumid=106&topicid=312183

Fixed it by deleting the sky app (lots of poking around menus to do this) and restarting the box. IIRC the app automatically reinstalled then the box did an update. Has been rock solid ever since.

DeanJones

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#3448628 1-Jan-2026 12:45

OK so I found a similar fix to zxboy's comment at the bottom that is not quite as drastic as uninstalling the app and reinstalling it/restarting, but it does relate to the 'Sky STB' system app. Did this after a week of continuous lag on the remote where I would press buttons, and it wouldn't respond for about 45 seconds. Once it did respond it would be fine so long as I kept using the remote. But then I'd put the remote down, pick it up 5 minutes later and it would be back. It's almost as if you need to keep using the remote so the service maintaining the connection to the remote stays 'awake'.

Doing the below immediately fixed the issue for me without losing data, saved recordings etc. it's been working like a dream since then (admittedly it's only been a few hours), but instant response and no more lag for the first time in weeks.

INSTRUCTIONS: Go into the Sky box Android settings, find the 'Sky STB' application and clear the data and cache. I put a link below to a recording of me navigating to menu area for convenience.

https://photos.app.goo.gl/xy8jLWBnCD8k8VdDA

Once done, you will be immediately redirected to setting up the app/Sky box again as if for the first time. It will give you a one time code on the screen. You'll need a web browser handy to go into the sky login web page to register the device again under your account so you may need your sky login details handy. Once you punch in the one time code on your browser and re-register it under your account, the Sky box will detect this and take you through a couple of extra 'first use' guide steps and then you're back to the main MyHub page. All my recordings were still there which was a relief.

Speculation: My suspicion is that there's a lot of built up configuration in the app that, over time as the app/firmware is updated, and settings change, the app data config becomes bloated and outdated, and begins to somehow clash/conflict with the latest app code, and cause it to become unstable. I wouldn't be surprised if the box generally becomes more responsive after this.

Feedback on other similar Sky box posts: I don't see the point in posts where people post a problem about these new sky boxes, then others comment about how crap/garbage the sky box is. They're not wrong, it is objectively terrible firmware, but it does nothing to solve the problem people are having. Like it or not, we're to some extent stuck with this technology if you want keep your sky service as use relatively modern streaming features, and unless Sky come up with a new box that does its job properly instead of whatever this unit is they shat out, this is what we have to work with, so let's try and help each other resolve it instead of whinging.

eracode

Smpl Mnmlst
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#3448667 1-Jan-2026 14:56

@DeanJones Congrats on making your third post in 18 years. 😀 That must be a GZ record.

Sometimes I just sit and think. Other times I just sit.

MikeB4

MikeB4
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#3448682 1-Jan-2026 16:21

Spyware:

Ask for a mySky HDi from 2008 as a replacement as they work great.

Very true and most of the content is from 2008 😀

Here is a crazy notion, lets give peace a chance.

Dell

Shop now for Dell laptops and other devices (affiliate link).

DeanJones

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#3448702 1-Jan-2026 17:13

Hah! Yeah I know, I almost forgot I created an account all those years ago and was about to set up a new one to contribute to the solution. See you again in another 17 years 😄