topic Re: Sound in Sky Glass

Sky Glass: My sound sounds like it's under water

AndrewMccully12 — Fri, 01 Mar 2024 11:07:57 GMT

Speaker isn't working, it sounds like your under water when the tv is on any program

Moderator note: subject of thread updated to better reflect the conversation

Sky Glass TV issue with Dolby Atmos Audio

ArunAntony — Wed, 08 Nov 2023 14:52:59 GMT

On my Sky Glass TV stereo speakers works fine but when watching Netflix and Prime Dolby sound atmos sounds like under water. Muffled audio comes out

Re: Sound

Jporch316 — Mon, 12 Feb 2024 17:58:21 GMT

@AndrewMccully12

If pulling the plug for 10 minutes doesn't solve the issue then I'm afraid you may have a defective unit and you will need to contact sky for a warranty replacement

Re: Sound

AndrewMccully12 — Wed, 14 Feb 2024 01:34:21 GMT

What's the best way to contact sky to resolve the issue, tried leaving it with plug out and tried settings to change viewing options and still the same, any one any ideas or and email address even to try and resolve the issue? Nightmare sitting like I'm under water trying to watch anything

Re: Sound

Jporch316 — Wed, 14 Feb 2024 13:29:04 GMT

@AndrewMccully12

I'll escalate your post to the online sky community support team

lookout for an invitation to chat bubble ....

Re: Sound

Lisa-P1987 — Wed, 14 Feb 2024 13:34:03 GMT

Thanks for escalating this. We’ve sent @AndrewMccully12 an invite to chat.

Re: Sound

Joe-Bow — Fri, 16 Feb 2024 20:20:30 GMT

I've experienced this too over about the last month or two. My wife noticed it first. It's fine on a puck, just the Glass TV has the issue. It comes and goes, but Sky News last night was particularly bad. I don't believe it's a hardware issue, I think the issue is with the streams or a decoding issue. I'm going to try and rewind what I'm watching next time it happens to see if it happens during playback. Also happens on apps too.

Re: Sound

AndrewMccully12 — Fri, 16 Feb 2024 22:39:50 GMT

It's getting really frustrating trying to watch anything, hopefully they sort it soon. The higher pitch it seems to work and having a 3 year old with low volume on cocomellon etc it gets him going 🤦‍♂️ again I've tried pulling the the plug and cahnging sound settings

Re: Sound

Joe-Bow — Sat, 17 Feb 2024 01:23:34 GMT

Watching Sexy Beast s1 e6 tonight around 33:20 in, the sound went muffled and was difficult to hear, but rewinding a bit and replaying sorted it out.

I'm still not convinced it's a hardware issue, more of a decoding issue, but it certainly needs investigation.

Re: Sound

AndrewMccully12 — Sat, 17 Feb 2024 20:15:13 GMT

Mine still isn't right, it's annoying lol

Re: Sound

AndrewMccully12 — Mon, 19 Feb 2024 22:16:48 GMT

Tv is still the same, some programs are ok, most channels are an absolute disaster I can't hear a word, can you let me know my closest sky shop? I'm in Newtownards, Northern Ireland so I can go and talk to someone

Re: Sound

Padam_Padam — Tue, 20 Feb 2024 08:04:23 GMT

@AndrewMccully12 wrote:
Tv is still the same, some programs are ok, most channels are an absolute disaster I can't hear a word, can you let me know my closest sky shop? I'm in Newtownards, Northern Ireland so I can go and talk to someone

Bloomfield Retail Park, Bangor, though TBH they are unlikely to be able to do anything more than what you can do by phoning Sky.

Re: Sound

AndrewMccully12 — Tue, 20 Feb 2024 19:45:31 GMT

What would be the best number to ring ? I had a number and it wasn't any help at all to me

Re: Sound

Fothergill1 — Tue, 20 Feb 2024 19:56:23 GMT

@AndrewMccully12 The forum filters will reject phone numbers so click on the link below and select the “need more help” drop down at the bottom of the page and you will see an 0333 phone number.

https://www.sky.com/help/home#M1014

Re: Sound

Joe-Bow — Thu, 22 Feb 2024 00:52:18 GMT

(view in My Videos)

So, I managed to get a couple of recordings tonight as my daughter was watching a YouTube video. You can hear both the muffled sound and the difference between the normal sound, and can here when the content switches and also tries to switch back to normal sound and fails.

This happens on other channels as well as YouTube so it's not confined to just that single app.

(view in My Videos)

Apologies that the videos are all over the post - trying to add them on an iPhone while having to turn the phone between portrait and landscape to get to some of the buttons causes weird formatting of messages to happen.

Re: Sound

AndrewMccully12 — Thu, 22 Feb 2024 19:02:48 GMT

Hopefully they can sort it soon, it's so annoying

Re: Sound

Joe-Bow — Thu, 22 Feb 2024 21:46:45 GMT

@AndrewMccully12 With regard to the videos I posted above, is this the same issue that you hear on your TV too?

Re: Sound

AndrewMccully12 — Mon, 26 Feb 2024 00:07:14 GMT

They are exactly how my videos sound

Re: Sound

Joe-Bow — Mon, 26 Feb 2024 19:15:55 GMT

@AndrewMccully12 Have you been in contact with Sky on this? I think they said they'd tried to contact you.

Re: Sound

AndrewMccully12 — Wed, 28 Feb 2024 23:12:29 GMT

No, I haven't had anything. My phones away getting fixed from the other day. If they could send me a number I can ring them on I could contact them. Tonight was watching something and the next program came on the same channel and it was all muffled 🤦‍♂️