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

[tsang2000]

@tommyhoops that was pretty much what the Sky tech support said it to me. Contact your manufacturer (Yamaha). According to his troubleshooting tool it's not an issue with their equipment. 

I did say to him that if I went to Yamaha and said that my Firestick and Xbox are fine with no audio drop outs and it's only the Sky Q box that is the problem. You know what Yamaha are going to say.....

he just kept saying "but you have spoken to Yamaha". Terrible support service and whole attitude was totally unprofessional. He kept referring to me as "mate " on the phone when addressing me. I manage a global IT support team and I would not stand for any of my staff addressing our users (customers) in that way.  

[Bettsy1234]

I'm speaking to OFCOM tomorrow to see if the SKYQ issue is under their jurisdiction. I'll also raise the apps issues with juddering etc...

I have another engineer coming on the 11th, and I plan to pull the contract should he/her not be able to provide a solution beyond switching off Dolby. I am also moving my Netflix back to a direct subscription, why should they get margin for an app that does not work.

[ains]

I've also moved across and I do find it disappointing that Sky have closed the other thread. I'm prepared to give this a bit more time but not forever. The box/recent changes have definitely introduced this problem (apart from football, which has had the dropout issue for a LONG time)

[JoeSatch007]

@PandJ2020 "rushing out a fix" ? Is that joke? This has been an issue for years, over on another forum I can find posts with this exact issue from 2018, "rushing out a fix" hahaha thanks for the laugh 

[Vicki.Tyler]

Mine has been doing this since I moved from HD box to the Sky Q box back in March this year. It only happens on recordings or the Netflix/Disney/prime app through the sky q box. 

My PS5, apps via TV (rather than sky box) and everything else works fine. I have experienced issues with my soundbar both on and off. I tried changing various settings in the 'hidden' engineer menu, all to no avail. 

Can be as frequent as every few minutes to as long as every hour, but always there. 

[PandJ2020]

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@JoeSatch007 wrote:

@PandJ2020 "rushing out a fix" ? Is that joke? 

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I wish it was... 🤣

[Tonymarcus]

Hi All,

I'm also having the sound cutting out issue, I have just recently set up a new V3 box after paying £50 for the upgraded box so I can get HDR.

This message was authored by Tonymarcus This m

It happens roughly every 15-20 minutes only while watching Netflix or Sky Q recordings I will get a sound cut out for about 0.5 - 1 second, the display on my cinema surround amp (Panasonic Bluray SC-BTT405EBK) will flash up "Dolby" which suggests it has lost the sound input and when it returns it detects it as a new dolby surround input.

The software is up to date, the problem did not exist on the old V1 box so it has got to be something to do with the new V3 box.

My set up is:-

Sky Q V3 box - connected to Panasonic Bluray SC-BTT405EBK Cinema 5.1 surround amp via optical cable

TV -  Panasonic 55EZ952B OLED HDR 4K Ultra HD.

I can for now put up with it and am hopefull Sky will beable to fix this via a software update but I am grateful it's not as bad as some of you are experiencing.

The other problem which I am having is when recently while watching 2 separate programs in HDR one on Netflix and the other a recorded film the tv stopped playing in HDR for no reason,I stopped the film being played on sky and started it again and it resumed in HDR but the Netflix would not play anything in HDR for several hours. Only had this v3 box set up for. a few days . I hope I havn't  wasted £50 as my v1 box worked fine!

I am sure Sky will fix it via a software update as I am sure the V3 specs would be higher that the V1, fingers crossed.

Thanks

Tony

[Tonymarcus]

The software is up to date, the problem did not exist on the old V1 box so it has got to be something to do with the new V3 box.

My set up is:-

Sky Q V3 box - connected to Panasonic Bluray SC-BTT405EBK Cinema 5.1 surround amp via optical cable

TV -  Panasonic 55EZ952B OLED HDR 4K Ultra HD.

I can for now put up with it and am hopefull Sky will beable to fix this via a software update but I am grateful it's not as bad as some of you are experiencing.

The other problem which I am having is when recently while watching 2 separate programs in HDR one on Netflix and the other a recorded film the tv stopped playing in HDR for no reason,I stopped the film being played on sky and started it again and it resumed in HDR but the Netflix would not play anything in HDR for several hours. Only had this v3 box set up for. a few days . I hope I havn't  wasted £50 as my v1 box worked fine!

I am sure Sky will fix it via a software update as I am sure the V3 specs would be higher that the V1, fingers crossed.

Thanks

Tony

[Ratinthekitchen]

Very clever move by sky to lock the old thread.  It changes nothing as we still add comments here but we now have a 3 page thread with 30 odd comments starting 2021 and the old thread from 2018 with 137 pages and over 2000 comments fades away.

[tsang2000]

I do agree with what @PandJ2020  is saying about rushing out a fix. I understand a Issue like this can be complex and take time to resolve. I come across these type of problems all the time in the IT world (but not this long though!). To me they are either not putting enough resources into it or the right resources at the problem. 

However, what really annoys me is the lack of acknowledgement from their tech support team on this issue. We have the forum mod saying that's it's being looked into but this message seems not to have made its way to the support team. 

[toomy4s1210]

Farewell old thread how long before this is 145 pages long

[Lawrence+cope]

I'm sure the mods won't let it get that long!

[CyberFriday]

@Gridders  Good man for re-starting. Interesting timing from Sky's involvement with the increased publicity around this age old topic which has languished unfixed for several years..Or is that just my cynicism creeping in ?   Is it worth pulling a list of the hardware model and software version being impacted ?  
Or is it worth starting a new thread for each  impacted hardware model with its problems. That way they can't complain that the issues are too many and varied. ?

[Larry+Duggan]

Sound and network dropouts here. 

It's a kick in the stones, 'cause the picture quality and ease of use having all the apps together is so good!

Every silver lining has a cloud. 

[Larry+Duggan]

@CyberFriday @Any chance it has anything to do with us signing the Watchdog form?

Can someone find and post that again?

[CyberFriday]

@Larry+Duggan  Surely the Watchdog submissions represent additional publicity which could be driving Sky's input now  ?