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

[CyberFriday]

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@404NotFound wrote:

Sound problems resolved.... for now!

I posted on here on 24 Jan 2021 about sound drop out issues on our Sky Q box.

Firmware version: Q140.000.37.00L

Hardware version: 32B206

After months of to-and-fro with Technical Support (who said it was a known fault and to wait for the next firmware update) and complaints dept I decided to push for early termination of contract. I spoke with the retentions team who said they could look into this, but would first need to replace the hardware. So I agreed and had a technican visit last week to install a new box....

And the sound problems appear to have gone away!

So what is different? Well it appears to be older firmware, but possible newer hardware - I'm not sure how the numbers work.

Firmware version: Q130.000.27.04L

Hardware version: 32B212

My question now is whether the firmware will automatically update and how to avoid this!

I thought I would share in case it helps any other folks suffering with audio drop outs.

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@404NotFound I also had the same configuration. It took about 4 days before it updated to the Q150 software. But, i did get sound drop outs when watching streamed UHD content from sky cinema whilst the box was on the Q130 software.  

[Stuvennn]

15 does not yet resolve the issue.

personally I'd suggest it's a huge waste of everyone's time and money to keep trying to get replacement boxes (ideally with older software). I don't think you could confidently say you'll always get older software installed.

[Pistonhead]

@404NotFound It's pointless getting engineers out to try and fix it. We're all waiting on Sky to come up with a firmware update and new audio drivers to fix it. 

[fizzdisco]

Made the mistake of trying to watch the new highly publicised Kate Winslet drama Mare Of Easttown from a Q download tonight. Counted a dozen dropouts, several of which were accompanied with a frame skip. 
This is on a 2TB V3 running Q150. 
Knew I should have streamed it on Now instead... 

[Stuvennn]

@fizzdisco not surprised as we already know Q160 has been the confirmed update that will hopefully resolve the sound issues for V3 boxes 

[Stuvennn]

@CyberFriday are you currently seeing sound drop outs with the V3 box connected to your Draytek on its own VLAN?

[Kei+M]

So, as we’re coming towards the end of the QR15 rollout we’ll soon begin to ramp up our testing of QR16. As alluded to previously QR16 will contain improvements aimed at addressing sound dropouts experienced on v3 boxes and as part of our testing, we’d like to invite some members to take part.

If you have a v3 box and you’d like to take part you can register your details here:- http://emea.focusvision.com/survey/selfserve/23c1/210308?list=1 and we’ll provide more info shortly.

Thanks,

EDIT: registrations close 23:59, Sunday 25th April

[Pistonhead]

Thanks @Kei+M Details registered 👍

[fizzdisco]

Thanks @Kei+M  - sooner the better please, Q150 has made zero difference to my V3, if anything it's made it worse.  Details registered and ready when you are.... 

[Deedee36]

@Kei+M Details registered count me in

I take it we will be put on some sort of trial software??

[Perfectionist+dur]

@Kei+M 
thanks - count me in. Details have been sent

[Paddy+Mcvey]

How do I know what box I have.  

[Deedee36]

@Paddy+Mcvey 

home 

settings 

system info

hardwear version

[fizzdisco]

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@Paddy+Mcvey wrote:

How do I know what box I have.  

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https://www.sky.com/help/articles/check-which-sky-q-box 

[Paddy+Mcvey]

I'll do this and update details when I finish work