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

[BBBD69]

Watchdog stated they are doing a program about this as they have had lots of complaints involving this issue. They advised they will be in touch with other users shortly. So I urge everyone to complete the form if you haven't already. 

Similar to what another user posted they have asked me to do a 20-30 second video describing the problem and they will be in touch. 

[cmpwn]

not only the gash Wi-Fi and sound drop outs and mini boxes proximity nonsense but the main q DHCP nonsense now too and can't get rid of it. Can't even get the picture on - at least you can't have sound drop out if it won't turn on. Joke product.

[CyberFriday]

@Gridders  Looks like somebody has moved all the threads into one. Really helpful as all the different issues will be back under one topic. And that was one of the issues cited by Sky as the reason for closing the original one.....

[cmpwn]

Hopefully watchdog don't let them boil it down to atmos on the footy. Needs to cover the whole range of problems with sky q. [removed]

Moderator note: removed inappropriate comment

[jmaxy]

I have Sky superfast Broadband

              Q Box 32B206

              LG OLED65CX TV

              LG 10YG Soundbar

              Apple 4K tv (had this before I got Sky)

The the Q box wifi is turned off (not needed)

Q box, TV and Apple TV are ethernet.

The Q is HDMI into soundbar with passthrough to TV 

I get sound dropouts when using recorded/downloaded programs  and apps, not loads or long, but still a bit annoying, especially as they appear to have been around for some time, according to thread posts.

I also get the much longer breaks in sound when watching football (UHD with Atmos) although this is, I believe a broadcating issue to fixed soon................lets hope.

The all-in-one box concept, with more UHD, Atmos and HDR,  could be a superb product, but is being spoilt by these sound issues. Although I do also have an issue with the the Q box killing wifi when downloading, this is for another thread, not related, I think..........

[tsang2000]

@BBBD69 that is fantastic news. Like I said on the closed thread, contacting Watchdog is worth a try and cost us nothing to do. 

[Anonymous]

I have had a phone call from a BBC watchdog researcher today. Asking me to explain my problem and of would be happy to appear on the show

[NicolaD]

Just adding my name to the list.

Upgraded from Sky+HD to 1TB Q mid December.  System is connected to my Yamaha receiver then to Samsung TV.  Dropouts not cured by trying any of the recommended fixes - even using an optical audio cable for the sound.

I'm very cheesed off with it, and the wife is more grumpy than usual...

[MC90046]

My contract is also up in May and I'm now 90% sure it won't be renewed. I had no problems for a year and then about a week the sound drop out started happening on live TV, recordings and apps like BBC iPlayer. We've basically stopped using the Q box and watch most stuff on a Fire Stick.

[Mako17]

Hi all, will summarise the issues I have had since it is a new thread.

Upgraded from Sky+HD to Sky Q 1Tb UHD box end of Novemeber. The rest of my equipment stayed the same. Running sound into an AV receiver via HDMI and then picture into TV.

Immediately noticed the sound drops from day one. I get no picture disturbance, only sound drops lasting one second or so. On rewinding the media there is no sound issue a second time so issue is not with the media itself. 

I power off the box at the wall totally every night to see if that would help.

So far I am only watching HD content with Dolby Digital (no UHD or Atmos).

I do not have mini-boxes so have disabled wifi totally to see if it helps. When watching live TV or recorded media (both recorded from live TV and downloaded on-demand) I do so isolated from internet (wifi and ethernet). When watching streaming I use ethernet.

I have never had a single drop on live TV. I get some drops on recorded/downloaded playback from HDD and the most drops on streaming (all apps).

This rules it out being a compatibility issue with other AV equipment as there is never a drop on live TV.

It also rules out a general sound decoding issue as live TV is unaffected but the exact same show recorded and played back from HDD would have drops.

It also rules out an internet issue as I still get drops with no wifi or ethernet connection on recorded playback (unless the box is hunting for a connection, but then I would expect to see drops on live TV with no internet too).

I also see more drops if the box is recording multiple other shows in the background at the same time as playback.

So in a nutshell media type affects the drop frequency and also how busy the box is in the background affects the drops frequency.

This can only really point to memory issues, processing issues or an issue with HDD read/write, where the different playback types put different load on the box. It also explains why some people with mini-boxes are also reporting the drops on live TV as well as no doubt this increases the load on the main box.

[JoeSatch007]

Great news about "WatchDog" getting in touch with people, that should shame Sky into acting, I read earlier back someone saying "Sky don't want to rush a fix" 

there's not rushing a fix and then there's taking the piece, the Sky Q box are cheap and nasty, every corner that can be cut has been cut 

[cuke]

If Sky do get around producing a fix then I hope it doesn't cause my perfect v3 SkyQ box to have this effect...

[CyberFriday]

Why not evryone post a video clip of your outages, a picture or in this case video paints a thousand words. 

[Eddie00001]

It's a bit hard really as it's random, and lasts no more that 10-20sec. By the time it starts and you grab your phone to record it's all over.

[tsang2000]

Mine happens just for a split second and random too. The only other thing I have seen that could allow me to reproduce the issue is that on a couple of occasions if I click pause, on live TV, and then quickly press play. then the split second audio drop outs occur and will repeat itself every second until I go back to live TV. 

I will see if I can reproduce that today.