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

[CyberFriday]

So, once again i replaced my Draytek router with the Sky one and connected the Sky router to the internet. So, one 32C box with sky router into Sony tv. I looked at three sources

1. Live satellite tv broadcast - drop outs in your face - just like the ones i posted on the closed thread.

2. Netflix via the q box, picked a random unwatched program. And again, drop outs. Although they were less pronounced (of course the tv channel banner pops up -distracts the viewing)

3. Watched a pre-recorded satellite tv programme (one we didn't watch when it was broadcast). Drop outs again.

4. Watched a recorded movie that we have previously watched when the box was connected to my Draytek router. And when we first watched the movie - no drop outs.  But, with the Sky q router - dropouts. Again not as pronounced as those from satellite broadcast.

5. Switch back to the Draytek and watch the same recorded movie as at 4. No dropouts.

[MC90046]

I have the 32C, 1 TB box and what I found odd/frustrating is that it worked fine for a year until around 2 weeks ago. Then we noticed the audio drop outs which have been continuing ever since. 

[Gridders]

I'm convinced my issue is a network incompatibly issue between the new Q boxes and the Sky routers. The broadband guy even said to me the software in the Sky router has an known issue that's being 'worked on'

it really isn't good enough from Sky 

[Rob1999]

Just found this thread .I was on the monster one until sky silenced .I have since joined a number of new ones this would appear to be the new monster one🤭

Had sound issues since ungraded from Sky HD  Nov 1st 2020.Only on apps and recorded things.

Followed all advice on here,a number of  engineer visits and replaced equipment box twice ,bought new TV .

problem not changed each sky employee I speak to first says "Never heard of that before "

I have had a answer phone message BBC Watch Dog they are going to ring me back 👍

[NicolaD]

@tsang2000  yes your pause and play works for me too.

[tsang2000]

@NicolaD  As in you can recreate the issue and you get occurring repeatedly?

[Kcooperman]

Im also having these annoying drop out issues.

[Wadded]

Just to add I also have this problem.  

I have been a long standing user of Sky Q and on the weekend before Christmas decided to pay the £50 to upgrade my Sky Q 2TB box(32B0xx) to the 32B1xx for HDR.  What a mistake and if only I was aware of this problem beforehand!  Summary of my issues since having the latest 32B1xx box:

- Wasn't able to WPS pair the sky Q box to Sky Q hub (SR203) for love nor money.  Previously had worked without issue on the 32B1xx.  I used a long ethernet cable/powerline adapter to do the initial pairing.

- Drop out's in sound like others have mentioned.  Seems mostly related to recordings/apps.

- Significant drops outs on TV using Sky Q mini boxes, never had a problem prior to the upgrade to the 32B0xx.  Removed powerlines in case of interference (Only used them because of 1st problem and previously on sky q mesh, no issues!).  Problem remains whether using powerlines or sky q mesh (5GHz channel 36, 40MHz).

- 2-3% Packet loss throughout Sky Q wireless mesh which wasn't there before.  Not ideal when myself and children are all working/home schooling!

In one way I'm relieved to find this thread, but in another pretty dispondent with the fact there is likely no immediate solution?

[fizzdisco]

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@Wadded wrote:

Just to add I also have this problem.  

I have been a long standing user of Sky Q and on the weekend before Christmas decided to pay the £50 to upgrade my Sky Q 2TB box(32B0xx) to the 32B1xx for HDR.  What a mistake and if only I was aware of this problem beforehand!  Summary of my issues since having the latest 32B1xx box:

- Wasn't able to WPS pair the sky Q box to Sky Q hub (SR203) for love nor money.  Previously had worked without issue on the 32B1xx.  I used a long ethernet cable/powerline adapter to do the initial pairing.

- Drop out's in sound like others have mentioned.  Seems mostly related to recordings/apps.

- Significant drops outs on TV using Sky Q mini boxes, never had a problem prior to the upgrade to the 32B0xx.  Removed powerlines in case of interference (Only used them because of 1st problem and previously on sky q mesh, no issues!).  Problem remains whether using powerlines or sky q mesh (5GHz channel 36, 40MHz).

- 2-3% Packet loss throughout Sky Q wireless mesh which wasn't there before.  Not ideal when myself and children are all working/home schooling!

In one way I'm relieved to find this thread, but in another pretty dispondent with the fact there is likely no immediate solution?

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Correct. No immediate solution. 

If you'd found the previous 145 page thread that's been covering this issue for over a year now, you'd probably have thought twice about 'upgrading' your box eh? Sky, the only company which charges you more for a worse service... 

[ATOMIK]

So I bought a new sony tv and realised my v1 sky q box didn't do hdr so phoned sky and received v3 box yesterday and yes you guessed it the sound drops out especially on the apps. I the ran the TV apps ,netflix disney plus etc via the arc channel to my denon receiver and no drop outs. 

I also notice with sky that I get a flash about a 1/3 up the screen that goes right across. It's intermittent but it happens.

Quite honestly it's rubbish from sky .

I did read on one of the forums that it was a dolby problem and sky were talking to them about it.

[simon194]

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@Superblade7 wrote:

@fizzdisco thanks for the response.  The common denominator is the V2 & V3 boxes and with them having the same software as the V1, it does point to a hardware issue.

Fingers crossed Sky come forward with a solution for everyone having problems.  

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It's more likely a software issue relating to the hardware because the V2 and V3 boxes use a different SoC to the V1 boxes. The audio dropouts on the V2 box only reappeared in recent software updates.

[burnebabybyrne]

100% I would not have paid the £50 and upgraded to the HDR box if I'd read this forum before.

[NicolaD]

@tsang2000 Yes exactly.  If I pause live tv for a couple of seconds then press play the sound drops out every few seconds.

[The+boy+himself]

I upgraded from first generation Q2 box in December and suddenly I'm noticing the dreaded stutter on sound on the playback of recordings - what are you going to do about this Sky, it's clearly a really common, chronic problem going back two years and your culpable, service is not fit for purpose!!!

[fizzdisco]

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@The+boy+himself wrote:

I upgraded from first generation Q2 box in December and suddenly I'm noticing the dreaded stutter on sound on the playback of recordings - what are you going to do about this Sky, it's clearly a really common, chronic problem going back two years and your culpable, service is not fit for purpose!!!

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None of us have any clear idea of what exactly Sky are doing about it, other than 'we're looking into it' which is about as lame a response as you can get after such a long period. 

The BBC Watchdog programme is now investigating the matter and I'm sure that'll prompt some sort of response from Sky. They won't like a rival broadcaster revealing the extent of the problem on a very popular programme watched by millions of people...