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

[Larry+Duggan]

@Pistonhead @From what I've read, updates take place at about 2am every day. So maybe put a smart plug on it and have it turned off for those times?

Did all the problems only start occurring from Q130?

But was that when they introduced the HDR? So you can't have one without the other?

[Pistonhead]

@Larry+Duggan I'm not sure with what software version the problem started, but it only started for me when I switched to the v3 HDR box from a v1 non-hdr in October. But going by the start date of the original thread I would guess is probably pre-dates v120 of the software. 

[CyberFriday]

@Stuvennn  My 32c box only supports 1080 and my drop outs happen whether on dolby digital or normal. Happens on satellite broadcasts, recorded satellite broadcasts, recorded streamed content from sky store and apps like Netflix.  
You can see on the now closed thread that back in 2018  folks were reporting issues with normal and dolby digital sound. And someone even got their tv changed but alas that wasn't the answer....

https://helpforum.sky.com/t5/Sky-Q/Sound-cutting-out/td-p/2894496

And on p2 of the thread discussions around disabling wifi - Sky have their mesh network concept with minis/router/skyq box.  I still think this is  a sky networking issue (other opinions are available). 

Are any of the original 2018 posters from that thread still sky customers and on the forum ? If so did you get your issues fixed ?

[Gridders]

@CyberFriday I had two engineers this week, which takes my total visits to six since September, the date which I had the v3 box installed.

The engineers swapped my router and my v3 box for another one. Guess what. No change. 

The broadband tech told me Sky know the routers are all problematic and are currently testing a software update with no scheduled release date. For me, the box seems to hog all of the available Wi-fi, rendering all other devices useless and also resulting in disconnecting mini boxes. 

The sound issues continue, there is no fix until Sky fix it. I have a call back from the Sky Executive complaints team scheduled for next week. Will keep everyone updated.

[CyberFriday]

@Gridders  Well all those engineer visits - that explains why we are all paying so much for sky subs 😉  I am still perplexed why my Draytek router stops my dropouts. Yet there are others here who use other 3rd party routers but still get dropouts..

On my non mini setup my sky q box sits on its own logically isolated subnet and knows nothng about any of the other equipment i have on the other vlan subnets. And i have plenty of wifi 2.4 & 5 on the Draytek and that sits really close to the q box.  And on the q box i have had wifi enabled and disabled and that makes no difference when i use the Draytek, although i don't use the wifi on the q to connect to the router. 

[tsang2000]

I do struggle to see why it could be related to the router. I do not get the drop outs when I use the Spotify app, as I change my AVR from surround to stereo 2ch. 

one test I will try and do is keep the config as DD from the Sky Q box and change the AVR to 2Ch stereo and see if I get the drop outs. Should be easy to test as I can recreate the drop outs at will. 

[Stuvennn]

@tsang2000 have you tested the sound via the optical output?

[tsang2000]

@Stuvennn @no I haven't as I don't have an optical cable any more. I believe others have tested with optical and still get the same issue. I personally think it could be with the DD/surround sound side of things. Especially as it seems to be fine with 2ch stereo. But I need to validate that still with a other test 

[Tonymarcus]

I've had the v3 box set up for 2 weeks now, apart from the sound drop outs I am now getting:-

1. connection problems with and lip sync issues on the the Q mini box (through the tv speakers)

2. juddering tv picture and sound which is cured by rebooting the main Sky Q box

3. while watching HDR programs intermittently the picture with change from HDR to normal, stopping the program and restarting it will fix this until it happens again 

4. Sky Go app losing connection with Sky Q box.

i think I'd pay another £50 fir my old box back!!

[Tonymarcus]

Mines connected via optical into surround sound amp, never missed a beat with old V1 box 

[CyberFriday]

@Tonymarcus  You talk about your sky go app loosing connection to the q box. Is the mobile device you have the sky go app on connecting via wifi to the q box ? Does your sky go app get the same drop outs when you are out of the house on 3/4G or other wifi ?  At home my phone with sky q app installed connects directly to one of my router's wifi ssids.  No major connection issues with that. 

[Rob1999]

@tsang2000 I get no sound issues when I watch apps through my new smart TV (bought as engineer said almost definitely the problem🤷‍♂️)only when the Q Box connects my TV and I watch apps through it .

This surely points to a QBox problem? also get sound issue on recorded programs.

Interesting points made about WiFi stopping I get this didn't before Q box was fitted?

[Stuvennn]

@Tonymarcus i noticed on a friends brand new sky install he also had a very minor picture stutter, it appeared to pause for a millisecond for a few frames and then fast forward those missed frames for a millisecond... I.e it plays the misses frames very quickly before playing normally.

is this similar to what you're experiencing?

[tsang2000]

@Rob1999 just to clarify I get the issue when use the apps via Sky Q like Netflix. I don't get the issue via my Firestick. So yes it's the Sky Q box/software that is the problem IMHO.

I was just making the point that if I use the Spotify app via the Sky Q box and change the audio on my AVR to 2ch stereo I don't seem to get the drop out. So just trying confirm it's software related issue the Sky Q box maybe something to do with surround sound. Therefore my next test was to watch Netflix, via Sky Q, but in 2ch stereo on the AVR. As I can easily recreate the sound drop outs it is an easy test I can do (once the wife and kids aren't watching TV 🙂)

[Rob1999]

Just to update all ,I had a call from sky today my initial reaction was "here we go again". I'm pleased to report this was not the case ,it was from higher up the company who were very apologetic and confirmed sound issues are being looked into 👍.

I know it might not sound like much of a break through but all I asked in the first place was gor sky to admit that there is an issue and that they are trying to fix it .

Well done Mark from sky for being very honest and open  .It took 2 and a bit months but I now feel confident that the issue is being taken seriously. 
I was offered a return to HD which I did  consider though decided to wait a little longer  with support he's going to ring me again in a couple of weeks.

This call has given me some faith back in sky lets hope the issue can be soon sorted.