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

[Barwell1992]

On playing back paused tv I'm now getting video and sound stutters. 

[Olly135]

Recall the box sky let's sort it for your customers or don't you care about us 

[Dazzasky]

No one has confirmed the Q box is the problem @Olly135 so why would they recall it. 

[Olly135]

I've sent an email to watch dog and told them all about it 

[Rob1999]

Just had the email to say my bill is going up £4 a month 🤷‍♂️! Will await my next call from the sky team keeping me informed on the fault they can't fix 🤔

[James+Py]

I've had sound cutting out every 10-20 seconds . Decided to experiment with picture quality settings to see if it was download issues . On 790 it stopped cutting out . On 1090p it was awful . Set it back to 1090i and it has cured it (at least for the last 2 hours ) . Hope this helps 

[Rob1999]

@James+Py I have tried this.It didn't make any difference to mine 🤔Let us know how you get on I'm guessing it will return? 

[James+Py]

An engineer also suggested to make sure all settings are the same for Q and 2nd box . Ie If eco mood is on and off on the other it could affect connectivity issues . 

[Oztel]

Wrote a complaint to Sky regarding video/audio glitches on new 2TB box. I was passed to SkyQ tech team. I was walked through a reset of the box and they resent a signal to my box. So far seems to be working. 

[Chodley]

@Oztel What sort of signal?

Do let us know if it comes back

I suspect maybe a diff issue though cos video glitches are a different symptom.

[Rob1999]

@Chodley My guess is just a fancy way of them telling him to update firmware 🤔.Oztel keep us updated how the next few days go 👍

[Macus1970]

So today i wanted to eliminate anything related to network causing the sound drop issue. I have taken the sky box off the local network, removed all network/Wi-fi settings from the box so unable to view any apps or stream online content. I simply used the box just to watch live tv and recorded programmes. Live tv was fine as it always has been. Recorded programmes still sound drop as they always have done. This in my mind suggests its not network/internet related and is hardware/software. 
I raised a complaint with sky they have emailed back passing me to techinal support but I just can't face going through all the usual reset/switch on and off stuff with them again. 😩😩

[fizzdisco]

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@Macus1970 wrote:

So today i wanted to eliminate anything related to network causing the sound drop issue. I have taken the sky box off the local network, removed all network/Wi-fi settings from the box so unable to view any apps or stream online content. I simply used the box just to watch live tv and recorded programmes. Live tv was fine as it always has been. Recorded programmes still sound drop as they always have done. This in my mind suggests its not network/internet related and is hardware/software. 
I raised a complaint with sky they have emailed back passing me to techinal support but I just can't face going through all the usual reset/switch on and off stuff with them again. 😩😩

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Don't bother wasting hours of your life on the phone to Sky going through their pointless resets. Until the issue gets traction in the trade press or on Watchdog, Sky will continue at their own pace and there's nothing else we can do but wait. Remember, it's only TV. There are other ways to watch it. 

[Rob1999]

@Oztel Hows your viewing? Have the drop outs returned yet?

[Chodley]

@fizzdisco Same point of view but they've told me I'm not getting any kind of compensation until I do the pointless dance with the technical team, wasting both our time and leaving some other customer who could potentially be actually helped by them waiting. It's farcical.

Also, last night I had my first video glitch at the same time. Rewound and it happened again but a tiny bit later so the missing word was audible this time. It was a scene with a fast moving car so the video glitching was noticeable. Maybe it's happened before but on a static scene so not noticed.