topic Re: HDR v3 box not fit for purpose (sound cutting out) in Archive

HDR v3 box not fit for purpose (sound cutting out)

Gridders — Mon, 04 Jan 2021 10:14:35 GMT

All

I'm starting this thread as Sky have just closed down a 145 page thread about constant sound issues, mini box connectivity issues and network problems all caused directly by the introduction of the HDR sky box into mine and hundreds of other people's systems.

Please comment on all your problems here. Sky don't seem to be able to identify what is wrong and it's clearly a faulty box which needs recalling.

Re: HDR v3 box not fit for purpose (sound cutting out)

fizzdisco — Mon, 04 Jan 2021 10:31:43 GMT

Nice one @Gridders - I totally agree. The situation is just getting ridiculous now.

I was intrigued by the Sky employee who shut the other thread down saying that: "we've deployed a logging software build to a group of people experiencing this and we're working alongside them to investigate their issues". I'd love to know who these people are and how long they've been investigating the issue...

Re: HDR v3 box not fit for purpose (sound cutting out)

Nero1956 — Mon, 04 Jan 2021 10:56:03 GMT

Well done for starting this thread up.

I found Sky's response astounding. It gave minimal information to us and it implied that the reason for closing the previous thread was that the contributors had different issues. Well that is bound to happen when Sky allow the thread to grow so huge and make no contribution or add value themselves.

From reading previous contributions in the other thread I had hoped we would shortly be getting a software update to resolve this, but now I doubt it. I'm left disappointed not encouraged by the Sky employee's remarks.

Re: HDR v3 box not fit for purpose (sound cutting out)

simon194 — Mon, 04 Jan 2021 10:56:03 GMT

@Gridders wrote:
All

I'm starting this thread as Sky have just closed down a 145 page thread about constant sound issues, mini box connectivity issues and network problems all caused directly by the introduction of the HDR sky box into mine and hundreds of other people's systems.

Please comment on all your problems here. Sky don't seem to be able to identify what is wrong and it's clearly a faulty box which needs recalling.

The audio dropouts aren't confined to the V3 box but also the V2 box probabaly because both boxes use the same SoC. The audio dropouts reappeared with either the Q120 or Q130 update, I can't remember which release it was.

Re: HDR v3 box not fit for purpose (sound cutting out)

Anonymous — Mon, 04 Jan 2021 10:57:37 GMT

Not happy that Kei decided that the other thread should be silenced.

So thanks Gridders for opening this up and continuing what is the only source of useful information on the problem of the new sky Q box intermittently dropping sound.

I get 1 second sound drops on both live broadcasts and playback of recordings and also Netflix app (don't use any other apps) frequency varies ... sometimes every 10 mins sometimes every half hour... but they are there every time I use the box.

Re: HDR v3 box not fit for purpose (sound cutting out)

Grumpy+Kermit — Mon, 04 Jan 2021 10:59:24 GMT

@Kei+M - Please can you advise how people can take part in the testing you are doing with the deployment of a "a logging software build". I do not recall anyone mentioning this on the forum thread that you closed earlier today so I am sure there are many, many users who would be happy to help Sky to improve their equipment. I would be happy to help if it can resolve the issue faced by numerous customers.

Additionally - please can you publish the proposed timelines for the completion of this project so that users are aware of when a resolution may be identified.

Re: HDR v3 box not fit for purpose (sound cutting out)

Jukejoint — Mon, 04 Jan 2021 11:14:33 GMT

Yep, im back too. typical Sky shut the last thread down...

Re: HDR v3 box not fit for purpose (sound cutting out)

moletp — Mon, 04 Jan 2021 11:21:48 GMT

@Gridders. For what its worth this is happening to me on a V1 2tb box when watching uhd sport. Lasts about a second. This could be a different issue to yours though.

Re: HDR v3 box not fit for purpose (sound cutting out)

cwmparc — Mon, 04 Jan 2021 11:22:38 GMT

Closing down the other thread, just shows the contempt sky has for its customers.

Re: HDR v3 box not fit for purpose (sound cutting out)

tsang2000 — Mon, 04 Jan 2021 11:26:56 GMT

I still don't know why their tech support do not at least acknowledge this. Rather saying to me to speak to my AVR manufacturer.

Re: HDR v3 box not fit for purpose (sound cutting out)

Gridders — Mon, 04 Jan 2021 11:29:17 GMT

Hi all

Thanks for all the nice comments. Apologies, I should have said V2 as well as I am fully aware from the last thread that some people having this issues on V2 as well as the newer boxes.

To offer some hope, my journalist contact is speaking to Sky this week. I'll let you know if I hear anything positive back.

Also, my complaint letter has reached Sky. They called me and the lady said she couldn't open the electronic version typically....so has to reiterate everything over the phone. I now have a BB engineer and a TV engineer booked for Wednesday....but I know they will not be able to fix anything until this box is either updated or recalled. Surely Sky must be losing money on these call outs?! Who knows.

Will keep you updated

Re: HDR v3 box not fit for purpose (sound cutting out)

Morgan+McDonnell — Mon, 04 Jan 2021 11:31:27 GMT

@cwmparc wrote:
Closing down the other thread, just shows the contempt sky has for its customers.

@cwmparc Contempt? A tad strong I think. Did you read the closing post? I also have these issues and it's extremely frustrating but, contempt? 🤔

Re: HDR v3 box not fit for purpose (sound cutting out)

Eddie00001 — Mon, 04 Jan 2021 11:45:50 GMT

I had this on my first Sky Q box (v1) and still have it on my new HDR v3 box. It only seems to be on recordings and apps (Netflix, Disney+ etc) rather than live TV and last 10-15sec at a time. You can rewind and replay and the sound is there, so not an issue with the recording.

Re: HDR v3 box not fit for purpose (sound cutting out)

Dazzasky — Mon, 04 Jan 2021 12:27:52 GMT

If you know the engineer can't fix the issue then why agree for them to attend. What a complete waste of time @Gridders

The engineers are not able to resolve this.

Re: HDR v3 box not fit for purpose (sound cutting out)

Pistonhead — Mon, 04 Jan 2021 12:37:59 GMT

Kei+M's closing comments on the now locked long thread about the sound dropouts doesn't seem to indicate much, if any progress in resolving the problem has been made since his post on page 38 of that thread in September (post #567). If a fix hasn't been found within the last 4+ months (and the problem goes back long before then), with all the resources that Sky must have at their disposal I'm beginning to think it'll never get fixed.

Contract is up for renewal in May, and given that there are now so many alternatives to Sky via streaming I shall think carefully before signing on the dotted line for another 18 months.

Re: HDR v3 box not fit for purpose (sound cutting out)

skyuser-1 — Mon, 04 Jan 2021 12:42:11 GMT

Thanks @Gridders for starting this thread, I was following the previous one before it was closed. Sound drop outs on recordings/streaming, drop outs on live TV but strangely only on certain channels (Premier Sports and Sky Cinema), intermittent internet buffering on other devices since the sound drop outs started.

Let's hope it gets resolved before this thread reaches 137 pages!

Re: HDR v3 box not fit for purpose (sound cutting out)

Al+St — Mon, 04 Jan 2021 13:50:25 GMT

Maybe if they have to keep sending people out for no reason they might sort it.

Re: HDR v3 box not fit for purpose (sound cutting out)

best+of+the+best — Mon, 04 Jan 2021 13:54:53 GMT

@Gridders wrote:
All

I'm starting this thread as Sky have just closed down a 145 page thread about constant sound issues, mini box connectivity issues and network problems all caused directly by the introduction of the HDR sky box into mine and hundreds of other people's systems.

Please comment on all your problems here. Sky don't seem to be able to identify what is wrong and it's clearly a faulty box which needs recalling.

Sorry @Gridders V2 and V3 boxes are the same so weren't you experiencing sound dropouts prior to the HDR update as I find your post a bit misleading stating that it's just the V3 boxes

Have you got a list of the programmes or channels this is happening on.

Sky Q system since 2016 all connected via wireless.

People have had these issues what you mentioned above well before the V3 box and even before the V2 box

Re: HDR v3 box not fit for purpose (sound cutting out)

PandJ2020 — Mon, 04 Jan 2021 14:01:56 GMT

@best+of+the+best wrote:
People have had these issues what you mentioned above well before the V3 box and even before the V2 box

Yes, my 32B0 box had this issue. The sound was stopping momentarily every few seconds or so - it seems a software drop introduced it that was resolved in a subsequent update. Mine is rock solid now and want it to stay that way!

I would suspect the issue can be resolved in software but only time will tell. There's a lot of variables nowadays and impossible to test every combination.

Re: HDR v3 box not fit for purpose (sound cutting out)

fizzdisco — Mon, 04 Jan 2021 14:02:16 GMT

Realistically it should be Sky customer services not fit for purpose. They really are experts at showing how not to run a business. Utter shambles. I can't wait to be rid of their poor excuse for a service.