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

[BBBD69]

Just had a call from Watchdog and ran through the issues I'm getting and many of the issues users on here are getting. 

Sky talking to Dolby is a good start but it doesn't just happen when using Dolby sound. I've had it happen when watching SD and with Normal sound. 

[maurice28]

What was the outcome of the call with Watchdog @BBBD69 , if anything?

Agree that this goes beyond an issue with Dolby (although good they are working together if true) as I get this issue on Normal sound. I also changed my TV just before Christmas from a five year old Samsung to a 2020 LG and get the issues just the same, so definitely Q box-related in my case.

[jhp4561]

Sorry to burst the bubble chaps..
I also payed the £50 to get the new v3 HDR  2TB box, and i have had ZERO probs with sound anywhere on it....
Live tv, netflix, prime video, box sets, all good...
And that was when i was on Q130 - I now been upgraded to software version Q140, and still  sound is ok..

I,m using the  Samsung HW-Q60R soundbar, with addtional rear speakers..

Tv is a Hisense 4k 65"

Harware version - 32b206

Maybe i just been lucky

[Gridders]

@jhp4561 yes you are just lucky 🍀 

[Eddie00001]

I think it has to be the Q box as that is the one common thing we all have that are experiencing this issue.  There's just too much variety of audio equipment and TVs that people have for it not to be Sky Q

[chrisnavigator]

I posted a version of this post on the original thread but that needs to be sorted as it  is a fundamentally flawed hardware/software issue with the Sky Q system or the way UHD is broadcast or streamed through the boxes.   I get sound drop outs on live UHD football along with garbled sound on some channels and recordings for the past few weeks.   I also get sound drop outs on the Disney + and  Prime video apps on the SkyQ box. running UHD and/or HDR formatted programmes. I have none of these problems on the TV versions of the Disney and Prime apps.

I have the sound set to Dolby Digital Plus feeding via HDMI to my Samsung QE55Q85R and then via optical output from the TV to a Sonos Playbar. The TV sound is set to Dolby Digital Plus but I know the Playbar only handles Dolby 5.1 and registers as getting this input from the TV  from UHD HDR Movies and the live football when appropriate   I have a 500Mbps FTTP  ethernet connection to the Sky Q 2TB V2 box.   

I know Samsung TVs and Sky Q are a hassle to set up sometimes with problems with sound syncing  but I  resolved this a while back. So my conclusion is that it does suggest that something is not right about the sound processing in the Sky Q box itself as the TV apps running UHD HDR DD Plus do not have the same issues.  This was not a major issue for me earlier  this month but my recent experience of drop outs on the Disney + app are that they appear to be getting a bit longer and more frequent as  some are reporting on this Forum. 

I have had Sky Q from the very start and after the initial teething problems it has been an excellent system, the recent upgrades producing great UHD HDR pictures.  It is therefore disappointing that such a fundamental issue as stable DD sound has continued for a number of years now.   I am sure we will get a firmware update or at least a credible fix at the Sky end of things as tinkering with the settings is not doing it for me and shouldn't be necessary for the majority of customers

[burnebabybyrne]

Just been contacted by BBC watchdog.

I have to send in a 20-30 second video of myself describing the problems we've suffered since we got this latest box.

[PandJ2020]

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@tsang2000 wrote:

@PandJ2020 Where was it reported that Sky are talking to Dolby? I don't recall seeing a mention of that before. 

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See post #51

https://helpforum.sky.com/t5/Sky-Q/Sound-dropping-out-momentarily-on-Sky-Q/td-p/3197020/page/4

Of course not official.

[Eddie00001]

I did do this with the sound, but it made no difference for me

[Eddie00001]

Just seen this in the ideas thread:

https://helpforum.sky.com/t5/Sky-Q-Ideas/Allow-AV-Receiver-to-decode-sound/idi-p/3554682

I wonder if that could be the solution?

[Morgan+McDonnell]

Well that escalated quickly 😂.  Yesterday it was contemptible.  Today it's beyond contemptible.  Where will it end?  Hugely, alarmingly, massively, contemptibly, astronomically?  Pass the pop corn 😂

[cmpwn]

Criminal? Morally reprehensible? Both? 😂

[Gridders]

@Eddie00001 it won't cure the network issues though whatever happens with the sound.

[tarbat]

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@PandJ2020 wrote:

It is reported that Sky are discussing with Dolby directly.

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I suspect that's to do with the UHD Football sound dropouts (Atmos?) rather than the more general sound dropouts.

[PandJ2020]

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@Eddie00001 wrote:

I wonder if that could be the solution?

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AFAIK 'normal' is PCM and the DD modes are bitstream.  My AV amp is definitely receiving a stream and is decoding.

What the native format that is broadcast/downloaded and what processing is on the Sky box is a different question...