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

[James+Py]

Cut out out issues have returned this evening with the volume . Picture quality fine but speech cut  out very noticeable . I may cancel my subscription inside the 28 days as I don't want this problem carrying on . 

[Hetfield]

Hi, thought I'd join in the discussion.

I am having the very same issue on recordings and apps (seems OK on live TV).

hoping to get a fix, it's doing my head in!!

[Jong99]

What would be nice is if Sky offered all here and all reporting through other channels a free Now TV subscription, until this is resolved. Then, at least, we have another way of watching Sky exclusive stuff without audio problems. What about it @Kei+M ? 🙂

[SteveR69]

Yes I've got same problem. Sound gaps all the time on every channel. Contacted Samsung tv and they say it's skyQ box problems. Surely there must be a fix. Driving me mad

[Rob1999]

@Jong99 That's a good idea about Giving us Now TV until sorted 👍.I will ask next time I speak to them.

[Anonymous]

Evening everyone. I doubt this will fix everyone's audio problems but I've managed to stop mine. I had 3 mini boxes connected, and each had audio preferences set higher than the TV could handle. I set all mini boxes to an audio preference of normal, and set my main sky q box back onto Dolby digital plus, connected via HDMI to my soundbar. I haven't experienced any drop outs for over 5 hours now, before I was getting them every 20 minutes or so when watching programmes in Dolby Atmos. Like I said I appreciate this may not work for everyone but thought I'd share. 👍

[Perfectionist+dur]

@Anonymous 
glad you've sorted your situation. 
Without wishing to rain on your parade, I have cured my own dropouts too but only temporarily. I had no dropouts for 5 days before they came back with a vengeance. Right now they're less than before but still very much there. They vary night to night in frequency and length. 
I have played with every setup permutation known to man - believe me. 
This is a Sky Tech issue that they're trying to solve. The variations in dropout incidences tells me they're tinkering with the system. 
I don't run any additional mini boxes at all - just the main Q Box. 

[Pistonhead]

I last posted a week or so ago, after my Sky SR203 router got the long-awaited firmware update, saying that for a couple of days my dropouts had stopped. That is 'almost' still true. Over the last week I've watched quite a few things on the Sky box with probably only three or four soundrops that I've noticed in that time. So, at least on my setup, they seem to have improved - it's certainly easier to live with than it was. The main Q box and one Mini are connected via ethernet with wifi turned off on both boxes. The sound on the main box plays through a Sonos Beam, Sub and 2 Ones to an LG 55SM8500 TV via HDMI ARC. The TV Mini plays sound directly through a Samsung 48" JU6400 TV. So, it's not perfect, but at the moment there is a definite improvement. 

[Stoatgobler]

@Jong99 well said!

come on @Kei+M lets have some feedback about what’s going on, tell us what you’ve eliminated so far, tell us what you’re working on now, tell us what you’re working on next, tell us what we can expect in way of not hiking subscriptions in April, tell us how you plan to reduce our subscriptions in the future, in way of showing good will to the loyal customers who have stuck with you during this sound drop farce over the past 2 plus years, tell us why we should stay With you when virgin, bt and others offer a more competitive and cheaper service, come on tell us something!!

[RJKennedy]

Just an update on my situation, I went back to my old LG NB3530A soundbar after awful sound drop outs on 2 different new Sony soundbars (as I never noticed an issue on this soundbar before). 

It's 99% better, drop outs have still occurred on live and recorded shows etc. But on the Sony's they always lasted around 2 seconds+, now it's just a tiny stutter and very rarely, almost unnoticeable unless you're specifically looking for them. I wouldn't even notice if I hadn't had the obvious drops with the Sony's, but because of that I can pick up on them. But it's so much more bareable with this setup. I've returned the Sony's for now and will wait until Sky fix the issue before purchasing something else, they wasn't the best anyway, but the issue is still there for sure. But it is strange how it completely varies depending on the system, how long they last and on what content they occur etc. Must be a nightmare for Sky to find, replicate and fix the issue. 

[Stoatgobler]

@RJKennedyAn interesting development.

however it’s sky’s problem not ours, the very nature of different customers home equipment whether it’s the difference in tv makes and types, home cinema, Soundbars etc., This doesn’t appear to be a problem for other media suppliers such as virgin, bt, or even now tv.

the consensus of opinion on here is that it’s a sky hardware issue, others have suggested that to rectify the issue on their latest q boxes would be cost prohibitive, damaging them financially.

in the meantime their happy to fob off the 100k or so of us complaining and asking for answers, against the millions not yet on sky q, keeping quiet.

we’re talking of a premium £100 plus a month service here, in any other contract we would be cancelling and asking for our money back! 

Imagine paying just £10 a month to the aa or rac, calling them out when you’re stranded, for them to come out look at your car and say sorry haven’t a clue, then or drive off back to their depot never to be heard of again.

That’s the scenario we find ourselves in.

[Perfectionist+dur]

@RJKennedy 

Honestly, don't take the results of your change of speaker setup as gospel. The variation in dropout frequency and duration varies day to day. The result you achieve today can change tomorrow. This is a problem that's been going on for months - some days are better than others. 
But one thing is for certain: you cannot fix this at your end. 

[Stoatgobler]

@Perfectionist+durExactly, it’s completely out of our control, we are totally reliant on sky to remedy this, and in the meantime we pay up and are taken for total mugs! They must be laughing all the Way to the next shareholder meeting!!

[Stoatgobler]

@Gridders  Did you ever imagine that just since 4 jan you would have 86 pages on this one subject alone?

[RJKennedy]

@Perfectionist+dur this was my setup for about 2 months prior to the Sony bars a couple of weeks ago, and was spot on the whole time, changed to the Sony bars and was a constant headache from the start and throughout, back to the old bar and back to being spot on again. Even when fast forwarding a recording the Sony bars would ALWAYS cut sound if you didn't allow it to play again before rewinding, but again, the LG has no problems at all, even if left in pause for a long time. 

It's a really strange one and absolutely sky are at fault and need to sort it urgently, I'm definitely not disputing that at all. I am however 100% convinced my issue is 'fixed' by going back to the old bar, But I cannot explain why. I had issues every single day with Sony bars even with changing settings, been a few days with the LG now and pretty much spot on. 

Of course, I stand to be corrected and will update in a few days to let you guys know if anything's changed.