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

[Perfectionist+dur]

@burnebabybyrne 

I have audio dropouts and I don't have any mini boxes connected at all - so that's not the answer. The random nature and fluctuating frequency of the audio dropouts is bizarre. I can go a week with no dropouts then whammy, 10 in an hour. 

[Olly135]

I might i might not 

[Kelvin+N]

I have this exact same issue since I switched to a Sky Q box. Sound cuts out for a very brief period intermittently both when viewing sky programmes and Netflix.

[Rob1999]

Me too from day one of switch from Sky HD 1/11/20

[RJKennedy]

An update on the follow up email I just received from sky when their 'fix' email was responded to informing them that's not good enough, does not work, and it's not acceptable as I'm not getting the service I pay over £100 a month for. 

As you can see, they really could not care less! What a joke of a company! 

[Stoatgobler]

@Rob1999  snap, the beginning of November was when I started having the sound drop issues, I was ok before that on sky q with 1 mini box, leaving me originally to think it was caused by an update, which I always do at the beginning of every month.

[DragonINC]

I have to say  am starting to avoid watching any films on Sky Q.... last night I watched the new Harley Quinn film and the sound dropped out 8 times!!!!! This is incredibly jarring when watching on a 7.2.4 dolby atmos set up at reference level!!!!!! 

I thought I had is sussed with a forced software update.... did not work.... have sky Q mini.... turned it off.... did not work..... turned off wifi n the box.... did not work and so on and on and on.....

This is not to mention the HDR signal dropping out!!!!!!!!!!!!!!

It should not be a hard fix if software related (I know people complain about the hardware but they use V3 boxes in Italy and they don't have these issues) and they should visit peoples homes (if safe to do so) to run diagnostics on affected boxes to find the route of the issues and not try to 'recreate it in their lab'!!!!

[Stoatgobler]

@RJKennedy  That’s a pathetically patronising response, my response was similar but they never even acknowledged the sound issues I mentioned, and as in your case absolutely no explanation as to how they are progressing in resolving the problem, what they intend to do next or how they propose to compensate us whilst we persevere with them over a service not fit for purpose.

truly, truly, awful service!

[digigriffin]

I use a 'HDMI CEC Less Adapter'.

This in an inline hdmi connector that plugs directly into the hdmi of my Sky Q.

I always used this with my V1 Sky Q, as I thought there were hdmi contol issues with Sky Q at that time.

When I got my V3 upgrade to hdr,  I discarded the adaper as thought it was no longer needed.

However I was quick to place it back in position onthe Sky Q,  as I encountered issues almost immediately.

Works for me.

[Stoatgobler]

@digigriffin  hi there, So are you saying this has stopped the sound drop out issues on your sky equipment?

[digigriffin]

@Stoatgobler I would say I do not get more than occasional drop outs.

I do attribute this to the fact that I am not using any Wifi with Sky Q and I am using the hdmi CEC stripper.

[Rob1999]

@digigriffin @How does that work? 

[digigriffin]

@Rob1999  its a hdmi male to female that has pin 13 removed.

This is the pin that CEC communications are carried on.

So my thinking is that we use HDMI Control in all its various names,  with all our hdmi connected equipment,  whether we know it or not,  we most likely have some form of HDMI Control in play.

All I know is that if I remove this from my setup I get issues with my Sky Q even with hdmi control set to off.

So that tells me that something is going on with hdmi connections on CEC as with hdmi control off you should not get any.

I hope that makes sense.

All my comments are based purely on observation. 

[burnebabybyrne]

@Perfectionist+dur 

Switching off the miniboxes is the answer 'for us', I'm fully aware many without any mini boxes at all still get the issues.

We used to get it all the time ourselves until a few weeks ago when the main box made a loud fan noise and things 'changed'.

I would use the terms 'improved' or even 'cured' if we were only using the main box.

Alas, one problem was merely replaced by another (the minibox issue).

[Stoatgobler]

When the virgin engineer fitted the mini box in our bedroom I asked why he was running coax cable up the wall to it when sky didn’t, and I was getting 516 mb broadband speed now off virgin he said it’s because of the wireless interference sky get, I told him I changed to virgin just because of the sound drop issues, he said that’s why they always fit the extra coax to stop sound drops or picture pixelation.