HDR programming stops being HDR durinf the programme

[Piesarus]

@DragonINC  Given it's an inferior experience to Dolby Vision I don't much care whether it works or it doesn't. Give me Netflix DV everytime. 

[Carol+N]

@DragonINC 

Agree completely. I could watch Netflix in HDR through the native apps on both my smart TV and UHD Blu-ray player but wanted "everything in one place" as the Sky Q advert goes. The irony is that despite forking out £50 for the privilege I'm all but back to the Netflix app, put off by having the Sky Q experience spoiled by waiting for the HDR signal to drop and the screen darkening.  There's so little HDR material on Sky Q at the moment that most of my watching is Netflix anyway and to be honest, the picture is better on the Netflix app too. Really hoping it's resolved in the next software release but I've not seen or heard anything to suggest this is the case. 

[DragonINC]

@Piesarus agree re Dolby Vision being superior (though not as much as most people make out!) but my 4k projector is 'only' 4k HDR so will always lose out on that front anyway LoL!!!

@Carol+N I also completely agree with the 'all in one' concept.... it sometimes seems that Sky are always 'working on something' re repairing but it is VERY rarely done.... 

[Carol+N]

@DragonINC 

...and to make things worse, they make it so hard to get help with the 10% of all problems that can't be resolved  by their help pages (assuming they're correct that 90% can).  I reported this fault back in December so decided I'd try to get an update. Knowing what a nightmare it is getting through on the phone I tweeted their Sky Help team over the weekend and was just pushed to their help pages, with the advice to follow the link at the bottom to get a contact number to call them on. So I sucked in my breath and hit the phone. After 40 minutes of waiting (estimated wait time of 45 minutes so I was just getting excited) the line just cuts off. Despite the relief of not having to listen to the same snippets of Mad Men and the others yet again I'm not pleased, but decide to try again. This time after an hour and 5 minutes, and completing security and explaining my problem three times, I get through to someone from the Sky Q team. Except he can't help because his broadband is playing up. So he promises to call me with an update the day after. And two days later I've still had no call and I can barely summon the will to hang on the phone all evening yet again, to presumably get through to someone to tell me they don't know anything about my problem but will look into it. In general I'm pretty happy with my Sky products and services, but their help , even to so called Sky VIP customers, is awful. 

[Kei+M]

This is something we're looking to fix and we've now been able to observe the same issue in our labs. I'll let you know if we need any more information in the meantime.

Thanks,

[Carol+N]

@Kei+M 

That's really reassuring and good to know, thanks. Before I read you r note I spent another hour plus (40 minutes waiting and 20 minutes with one of the Sky Q team) on the phone today. As friendly and helpful as he was, he (a) wasn't aware of the issue nor of anybody working on it and (b) took me yet again through my hardware and software settings - Sky Q box and TV - before agreeing with me that all were as they should be and that the problem does indeed lie with the Sky Q box's software. I confess to coming off the phone more disillusioned and frustrated than I went on, and wondering where to go next. Hence my relief at your acknowledgement that someone is indeed aware of and working on a solution. I don't expect an overnight fix (though I did first formally report it to Sky in December) but I just needed some truthful reassurance that the problem is recognised and being worked on, so thanks. 

[DragonINC]

@Kei+MI am obviously not blaming you directly (heck you are the only one to answer!) but..... I understand that Sky have now 'managed' to recreate the issue in your 'lab'(?!?!?!?) but it sould not be a fix that takes too long to establish and sort out.... I watched the new Harley Quinn movie last nght and HDR dropped out 3 times (not to mention the sound drop outs which is another well known issue - I counted 8!!!!!!!) Like most people on the forums I use sky for it's promised all in one solution - sky HD worked flawlessly but the jump to sky Q (which was now YEARS ago) has been dogged with software and hardware issues and I don't think I have gone a week without some sort of problem. It is getting to the point where I am seriously giving thought to canceling my subscription after 16 years as there are so many more alternatives out there now that offer better value and a service that actually works.... Give us something back for all these issues and actually look after your customers!!!

To add one more thing..... how staff do not know of these issues is always beyond me - there are forums and complaints every day about these issues and it is not really confidence building knowing that even your CSA's are not kept up to date with their product!!!

[fizzdisco]

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@DragonINC wrote:

@Kei+MI am obviously not blaming you directly (heck you are the only one to answer!) but..... I understand that Sky have now 'managed' to recreate the issue in your 'lab'(?!?!?!?) but it sould not be a fix that takes too long to establish and sort out.... I watched the new Harley Quinn movie last nght and HDR dropped out 3 times (not to mention the sound drop outs which is another well known issue - I counted 8!!!!!!!) Like most people on the forums I use sky for it's promised all in one solution - sky HD worked flawlessly but the jump to sky Q (which was now YEARS ago) has been dogged with software and hardware issues and I don't think I have gone a week without some sort of problem. It is getting to the point where I am seriously giving thought to canceling my subscription after 16 years as there are so many more alternatives out there now that offer better value and a service that actually works.... Give us something back for all these issues and actually look after your customers!!!

To add one more thing..... how staff do not know of these issues is always beyond me - there are forums and complaints every day about these issues and it is not really confidence building knowing that even your CSA's are not kept up to date with their product!!!

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Perfectly put. I agree completely. 

[jamo172]

As @DragonINC  said why can't this be sorted @Kei+M we are all paying for a service that we clearly are not receiving and to top it all I received an email this week with Sky Tv's price increase for this year.

I don't mind increases but at least resolve issues when they arise and clearly reported on numerous occasions, I use Netflix through an app on my TV and that uses Dolby Vision a better picture all round to HDR so sky maybe that's the answer going forward??

[Tonymarcus]

So do I, I'm not going to renew after 20 years being a customer . Constant sound drop outs, HDR problems, mini boxes losing connection , wi-fi issues and the worst thing I've just had an email saying my subs are going up £4 a month, it's a disgrace.

Even the wife who has always been strongly against getting rid of Sky agrees it's not worth the hassle.

Sky Q - substandard product with a premium price. 

[jamo172]

Well said @Tonymarcus I am having all three issues as your post came through my Wife was just resetting the mini box in the Kitchen, after 20years plus myself I'm thinking it's time to say goodbye, and at £120pm I sure I'll find something else.

[Piesarus]

@jamo172  £120 per month to be unhappy. Yep off you jolly well go to pastures new. 

[petex77]

Hi,

I have also experienced this issue, during HDR Sky Movies the picture colour will change as no longer HDR, fixed by backing up out of film and then playing again but clearly unacceptable as don't want to be stopping a film multiple times.

This week it also happened on the Amazon Prime app whilst watching the Clarkson Farming show.

I know it is not my TV or Amp as I also have a 4K Now TV box (Pink one) which I use for BT Sport in HDR and do not get this issue.

I have now had to revert to using the Now TV box for Amazon prime and Disney+ HDR shows.

Odd that Sky's Now tv box (now discontinued I think) appears superior to Sky Q for HDR content yet you can't get any Sky HDR content on it.

I upgraded to v3 box in order to get HDR so frustrating it doesn't work properly.

Also had the audio issues in the past, understand v16 software which I don't yet have will fix this but does it also address issues with HDR dropping out?

[darling412001]

Do you know if this issue is fixed in the latest Q170 release?

[fizzdisco]

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@darling412001 wrote:

Do you know if this issue is fixed in the latest Q170 release?

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No idea. I don't even think it's been logged as a problem that needs fixing. If it were widespread then there would be many more people on here complaining about it. I've certainly never had it happen on my V3 box with any software version. It could be some kind of HDMI issue between your box and your TV. Are you using the HDMI cable supplied with your Q box (with the pink end)?