Pixelation on recordings mini box

[Daz.K67]

Still same here.😠

1. Playback on Mini box recordings pixelate frequently. No improvement.

2. Live TV on Mini box pixelates periodically.

3. Poor communication between Main box and Mini box, Resets done and Network checks part of the daily routine.

4.Lots of lag when changing channels and playing back recordings.

5. Isolated Audio drop out on Main box 

6. Unresolved request for reimbursement with Sky

When i've seen the black screen on the mini box (between channel changing or starting a recording), ive often gone into the SETTINGS section and checked the network. It regularly states there's a problem and suggests resetting. I click RESET, it checks, and then says everything is fine.

Glitchy.

I've also noticed that a software update has been available twice on the Mini in the last week.

Both of which i've done, no improvement.

[Scotch+Whisky]

Hi,

I wish I had come across this thread earlier.  I have spent the last few days moving boxes changing cables resetting everything in a vain attempt to fix this problem One of my miniboxes started  pixelation after about two hours into the first England vs India test match.  The other minibox and the main box were not showing any pixelation  I assumed I had a faulty minibox so swapped them over.  Again pixelation occurred after about two hours but on the other minibox.  This rules out, I believe, a hardware fault. I have no problem with live TV or Netflix only long recordings.  This looks like a mesh network fault to me but what do I know!  Ruined my enjoyment of the last test match but as we got thrashed it didn't improve my mood. I have been with sky from day one and have no intention of leaving but it is very annoying.

[Lanzarote2013]

I'm having the same issue, it's ridiculous that I pay for a mini box and can't watch anything without interruption, will sky reimburse customers?

[Daz.K67]

I've been told 4 times that Sky would "look into" a credit from the point I first reported the issue until now. This was supposed to be logged as a rebate/credit to my next bill and visible on the MySky App. 

Nothing so far.

I've just sent a formal complaint to try and escalate, as clearly the first level of sky's customer services aren't able to action this without authority from above.

+Technical issues continue.

😓

[Anthonyh1976]

It would be nice if Sky kept us updated on their investigations. It's ridiculous that their is no communication channel for customers to monitor progress.

I have noticed pixelation on my main box too but only when images transition quickly - like when a program on ITV goes for a break.

I wouldn't be surprised if they had modified their codecs to deal with the Amazon streaming service which has affected the quality of the images.

[Anthonyh1976]

Come on Sky, give us an update on this issue!

Trying to watch recordings from ITV on the mini box and it's impossible.

This system is not fit for purpose as it stands. 

[JFDIT]

@Kei+M  is there any prospect of a fix for this issue?  

[lukedaniel17]

Totally agree it's getting worse on one tv tried watching 'Hidden' BBC on demand it was horrendous pixelated, loss of sound, stopping and starting, Dalek type voices just ridiculous!

[94]

Sky got an absolute cheek to increase prices at the moment they clearly know there is a problem but are failing to acknowledge or do anything about it in going to give them another month and if nothing is sorted I'm cancelling my direct debit I'm not getting the service I'm paying for and going around in circles the customer service havent got a clue 

[Piesarus]

---

@94 wrote:

Sky got an absolute cheek to increase prices at the moment they clearly know there is a problem but are failing to acknowledge or do anything about it in going to give them another month and if nothing is sorted I'm cancelling my direct debit I'm not getting the service I'm paying for and going around in circles the customer service havent got a clue 

---

Cancelling your DD won't bother Sky one iota, but it will bother you because this will put you in breach of contract and cancel your credit rating. You will then experience difficulties whenever you attempt to get any future credit.

[TaMush]

sorry haven't read through all the posts... I stupidly updated my Sky Q main box to the latest software update on Wednesday and since then having pixelating issues with the picture.  I don't have a mini box.  Picture was perfect before this. I now stumbled across this forum and it looks like it's a widespread issue?

Partly glad it's not just me but upset with myself that I updated my box and now I get a dodgy picture.  (did it to get Prime Video) .  Mostly happening on Sports this evening.  Been doing it every few mins.  Switched over to Sky News.  No problem.

[Anthonyh1976]

Hi @TaMush and welcome to the club.

Although this thread is predominantly focused on mini box pixelation, I too have had pixelation and drop outs on my main box since the update.  I never had any problems before and as I manually updated the software I can pinpoint the exact time it all started.

I've had engineers out, new hardware and the problem persists.  If I turn off every bit of wireless equipment except the Sky devices - it still happens.

We have had a member of the Sky team comment that they are looking into this however they have been deadly silent since then.  I don't hold out much hope of a fix coming anytime soon and as this doesn't appear to affect all customers, I guess it is not being taken too seriously.

If only someone at Sky would apply some common sense and allow a select few to roll back the software, we would at least have a definite answer as to whether it really is the software to blame!

[Daz.K67]

The complaint I made to Sky has been acknowledged and they say that they'll credit the multiroom costs when the issue has been resolved, and back date it to when the issue was first reported. The value they'll probably credit isn't going to come close to compensating for the irritation and disruption this has been causing for 3 months +, but it's a matter of principle now.

It's definitely getting worse. 
Seeing pixelation now on the main box too, (streaming Amazon Prime) audio drop out, and pretty much every recorded programme on the Mini has regular pixelation. The system reports network issues which come and go, but the whole set up is as bad as I've known it.

My biggest gripe is that I'm continually referred to Customer Services so they can talk me through all the usual procedures, the Sky FAQs , yet most of them (whilst helpful and polite) have no knowledge of this problem.

Eventually they do a little research, find the internal reports, apologise and the call ends, with no progress. 

Sky need to spread the knowledge to their Customer services.

Yeh, - eventually they'll get this sorted, but they really need to be more supportive and make this process a little more painless than it currently is for their Customers.

C'mon Sky, step it up.

[WILLIAMSRENAULT]

It really is getting unacceptable now, especially when they then have the cheek to send you an email with increased costs.

my main box is now performing on Channel 4 HD with the sound cutting out frequently, and now my soundbox is sounding funny, so whether it's the signal from the Q box or the unit itself...

[Anthonyh1976]

My mini boxes have now started to lose the sound too.  I have to change channel or rewind recordings to get it back 😩