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

[skyuser-1]

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!

[Al+St]

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

[best+of+the+best]

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@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.

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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 

[PandJ2020]

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@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 

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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.

[fizzdisco]

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. 

[JoeSatch007]

Wow, shocking, how can they just remove 145 pages of complaints, disgusting, I will be cancelling now as the box is not fit for service 

I was going to give them benefit of the doubt but this action of trying to brush it under the rug is the final straw

good bye Sky 

[jHamshaw]

Watching this thread too - new V3 box (£50 upgrade paid from V1!) - same issues with sound dropouts.....

[Gridders]

Well what do you suggest @Dazzasky? Anyway, the BB engineer is for the new Sky broadband that I came out of contract to get because I was told these problems were a BT issue...and has been sh*te since day one and the TV engineer is being sent by Sky after my phone call Sunday whereby they denied knowledge of the problem. So the more engineer visits on their books, the more the knowledge of this problem becomes 'known' and the less deniability Sky have.

Therefore, not a waste of time. 

[Gridders]

@best+of+the+best no. I had a V1 box and didn't have any issues, especially with the constant disconnecting of the mini boxes (I have three and only the v3 box has given me this issue), no Wi-fi dips to 2mbps from 50mbps when the Sky box is on, no snail like downloading, no sound drops....ETC. 

My own experience is connected to upgrading from V1 to V3. 

[PandJ2020]

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@JoeSatch007 wrote:

Wow, shocking, how can they just remove 145 pages of complaints

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It's not removed - I can still see it.

Whilst annoying, until the underlying cause(s) is/are identified and fully tested, rushing out a release could cause more damage that it resolves.

I had a similar issue with the BT Whole Home Wi-Fi discs (that incidentally works fine with my Q after a bit of channel adjustment)  - the whole network would fall over, it would either last 5 minutes or 5 days.  After assisting them in the identification and testing of the fix it was resolved but it did take a long time...

[Morgan+McDonnell]

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@JoeSatch007 wrote:

Wow, shocking, how can they just remove 145 pages of complaints, disgusting, I will be cancelling now as the box is not fit for service 

I was going to give them benefit of the doubt but this action of trying to brush it under the rug is the final straw

good bye Sky 

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@JoeSatch007   Really?  Give your head a wobble Joe.  The thread is still visible and the reason given is worth reading, try it.  145 pages have not been removed/destroyed/deleted.  The thread has been locked and an explanation as to why is there with the invite to start a new thread. No rugs or brushes were used.

Good bye Sky 😂

[BBBD69]

Hi All

Posting on here as Sky have closed the other thread. 

Has anyone received a reply from Watchdog? I received an email earlier asking for my number so that they can contact me for more information. 

[fizzdisco]

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@BBBD69 wrote:

Hi All

Posting on here as Sky have closed the other thread. 

Has anyone received a reply from Watchdog? I received an email earlier asking for my number so that they can contact me for more information. 

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Yes - I got the same. Sent them my number and waiting for a call from them. 

[tsang2000]

I not had anything from from WD yet. 

[tommyhoops]

I couldn't help but laugh out loud when I saw sky had "closed" the previous forum. Though it does sum up their attitude to this whole problem. I've yet to hear back from watchdog. Though it is interesting that a few days after we started logging complaints with them that sky finally respond and essentially silence us....🤔

For those that missed it originally I have the 1tb v3 box 2018 sony tv and soundbar. Dropouts on recordings/on demand and apps and very rarely on live TV. Tried all of the reccomended fixes, have had a replacement box, told to contact Sony who basically laughed at me and said it was skys issue to fix. Eagerly awaiting a fix, though not holding my breath.