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04 Feb 2021 08:10 PM
Yes contempt.
ive not long been off the phone from Q technical. Apparently.
having been told a billion times the responses will not be to my liking ( they know full well) they have escalated theee issues in particular for feedback
lip sync. Response. This will NEVER be fixed. Due to the way audio and video are delivered on the satellite platform. They defused to divulge further. When asked why the software only allows the already early audio to be delivered even earlier, when the des riot ion clearly state "lip sync DELAY " she have the same answer adding it's an average chosen to fit the most users. It can not be chsnged
Drop outs in live events, like we see in uhd football and confirmed by numerous members here. These are repeatable by rewinding. Agreed this is a broadcasting fault and not customer equipment related. This is to be addressed by other depts and refused to say which.
Garbled audio, talking under water, break up, for me gradually increases in regulatory until inaudible.
Cobsidered a box fault.
offered a new box and engineer visit. Declined until covid allows technicians to enter the property. The point was made that we actually had this on sky plus as well. And that all our equipment has been changed to uhd spec. So we had little confidence another box would fix it. Response we can let you out if your contract if you like, if your that unhappy.
I mean they simply don't get it do they. Sky sold this product to us under their advertising and release spec. It's their product they made it they sold it it's about bloody time they started delivering the thing without these faults.
but.....
As so many others agree it's just not acceptable to
refuse to alnowkedge these faults
Alomost threaten contact release if you keep moaning, refuse to bother to try and change anything to fix it.
or simply admit they aren't capable.
and there, sky members, lies your contempt for us customers.
Advertise it with abc features.
sell it on that basis with ab-d features
update it with ab--e features
then refuse to accept a and b do not have acceptable audio and no we won't acknowledge it because we might have to give you a discount.
what a crock of ....
04 Feb 2021 08:21 PM
@Not+better Blimey, that's quite a shopping list of faults you've got there! Thankfully I'm only blessed with sound drops 🤞
04 Feb 2021 08:27 PM
@51AO wrote:I received my complaint call back from technical support this morning - well actually received another call back from the team that called me yesterday who then put me in the queue for technical support. Today I had time to wait & to be fair it was only a few minutes. The person I spoke to was extremely friendly & understanding. They were from a team that deals with repeated & quirky in depth problems. Their systems did note that that there was an ongoing problem being investigated re audio dropouts & also Sky Hub issues. They could see that Sky Hub updates were being tried however they could not see any detail regarding what was being done or when any update would be forth coming regarding the intermittent audio dropouts. They did mention the set audio to normal suggestion (& appreciated that it wasn't ideal even if it did help) but I explained that I still had audio dropouts when set to normal.
I explained that I would only accept a replacment box if it was a non-HDR box. I may receive something tomorrow & I am due a call back on Sunday afternoon so will see what happens.
@51AO Hope you get one of the ones that isn't affected. So, either the 32cxx box (mines) or the 32b0xx.
Either way we know boxes of this type are in the drop out club.
04 Feb 2021 09:07 PM
Oh good point well reminded
when asked what box I was likely to get and can a certain model be requested or specified ? Or will it be just what's on the van?
she said the later
ok what's the newest box
dont know
well what box do we have?
some time later
our records show 32B1
which is correct but she said they don't get information on the last two digits 2D in our case.
what boxes models do you make?
don't know we don't get that info
which is the latest?
in think the one you have
oh blah being fobbed off by sky again
it will be of similar spec sir
well that's good to know (sarcasm mode off) 🙄
so either contempt, or sky have no clue what model boxes they make. Although I'm going with both options frankly.
but to be fair she did say I would not like the responses. That being we won't/can't change anything, it will never change but you can have a third box loose your recordings after hours on the phone after numerous failed call backs and if your not happy we can releas you from your contract
I can't quite convey though how utterly pelathetic this whole process has been.
ive only mentioned a few issues the list goes on but mostly the answers were that feature was considered not worth developing. There by degrading the product from skys market leader status.
So all you sky staff members hiding on here, and I know there are as she used the same generic scripted answers you see doled out on here, and the of you don't like it leave merchants. No! I won't leave, I want my football, my movies, my dd+ and I want it without faults thank you very much. Especially as we all pay for these faults IN ADVANCE at £600 odd a year.
04 Feb 2021 09:07 PM
Thanks @CyberFriday
Tech support knew I currently have a 32B1 & they were trying to get a 32B0 to me. I appreciate it doesn't have HDR but I would rather not have the audio dropouts.
We have had Sky since the white boxes & and would prefer to stay with them but we have Virgin Broadband & so can get their option if we don't get to an acceptable position.
I will see how the replacement goes if I receive one & monitor the follow-up support etc but will leave if we have to.
I will keep this thread updated.
04 Feb 2021 09:11 PM
I realise it may not change anything, but two boxes with same issues strengthens my (our) case. I fully expect to still have sound dropouts but can then use this as leverage for compensation or possibly downgrade back to V1. (I wish!)
04 Feb 2021 09:33 PM
Is it hardware version you're referring to? If so, mine is 32B206
04 Feb 2021 09:47 PM
Mine also is a 32B206
04 Feb 2021 10:08 PM
@Eddie00001 Yep, hardware version.
04 Feb 2021 10:36 PM
Has anybody tried to cancel subscription early due to this problem?
mine is dropping out every minute now.
04 Feb 2021 10:49 PM
@Lesterp I'm on my 3rd non 4K, non hdr box and the sound keeps dropping. I don't understand why when Sky claim there are plenty of unaffected customers out there they can't work out whether they are linked to specific production batches. And if so replace swap out the bad ones for the good ones...
05 Feb 2021 12:37 AM
So is it the box, or the Q140 software update?
Or a combination of both?
05 Feb 2021 08:22 AM
@Tony+will Yes, I cancelled my fathers subscription and cited that sky have broken their contract by failing to provide an acceptable service, in its current form (6 months of this dropout fault) it's a degraded service
this was more than enough to persuade them to end my dads contract with no penalty
I'm giving it until the end of this month and then if no change I'll be cancelling myself
05 Feb 2021 09:05 AM
mine is a 32B206
05 Feb 2021 09:06 AM
Posted by a Superuser, not a Sky employee. Find out more@JoeSatch007yes you can always get out of a contract without penalty if the service offered is not supplied.
However the problem is finding a suitable alternative supplier, Virgin perhaps but not all are cabled for it, BT perhaps but they use freeview for live transmissions and there are still a lot of dead spots where Freeview can't be received. The freeview info shows we have a good signal but cannot actually receive any signal, two roads away it is OK.
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