Pixelation on recordings mini box

[Skycambs]

Yes agent said yesterday loss of service to a mini box did not qualify for refund.

[Lanzarote2013]

@Kei+M please see my reply I failed to tag you, thanks

[Skycambs]

Kei

Why do your first line agent deny there is a problem and make you go through all the tests, it's waste of our and your time. 

[Q-tips]

Even with a superfast 900Mbps fibre broadband service and my newly replaced 2TB main box and two Minis hard-wired to the router, I have constantly had a variety of annoying pixellation (and audio drop-out) problems - whether Sky Q wi-fi is off or on. They are incurable - unless the forthcoming software update fixes them.

I get different types of pixellation - most on recordings but sometimes on live viewing, especially sport.

There's a short narrow band of pixellation on many live programmes - usually one-third of the way down the screen and about 10% of the screen depth. It lasts a couple of seconds and happens maybe every 30 mins. 

Recordings suffer from "terminal pixellation" when I rewind them: the whole screen becomes corrupted and there is no way to get a clean picture back unless I go back to live view and then re-enter the recording.

I also get auto wind-back which must be a different issue.

[lukedaniel17]

@Q-tips 

Yes I get awful problems with rewind if I pause anything I am watching it sometimes just gives up and goes back to live tv, other times it won't rewind at all just keeps skipping and like you say you have to go back to live tv and lose what you have paused on all these issues started at the same time pixelated problem

[Skycambs]

Hi everybody 

Been onto sky customer service said definitely a known problem and being worked on.  Will call tomorrow to try and get compensation. 

[Michellemcnamara]

Just to update after an engineer visit 2 days a go. Changed the mini box which is connected wirelessly. Problem hasn't occurred on that one  yet but I have tested on the wired mini box and a new Channel 4 HD recordings was pixelated a lot. But went back to it 5 minutes later, and absolutely fine. !

Out of interest, do users with this issue have an alarm or CCTV system on the same network which records continuously? 

[Michellemcnamara]

@Skycambs 

I did the same and got some credit till engineer can revisit to enter the property in 6 weeks time , minimum. 

[Roy29]

Has anyone got there minibox hardwired to there main and stil get pixelation on the mini? Just wondererd if this may help it rather than through wireless because my mini sometimes loses connection from the main and wondererd if this was linked to the problem were having? 

[Skycambs]

Hi 

I am pretty certain that either on this thread or another one re pixelation someone had had same problem of pixelation on recordings etc and all of his sky boxes were hardwired Ethernet connected.

I don't believe problem is WiFi network performance. 

[Roy29]

@Skycambs Ah ok cheers, well if this is a problem since the update like others seem to think they best be getting on the case, especially when had email saying my bill is going up in April 😡 

[Roy29]

Has anyone heard anything about something happening maybe? Mine seems to be getting worse on certain recordings. Have had enough of it now 😡

[Skycambs]

I had a complaint manager ring me as I had put in a complaint. Arranged an extended visit by engineer 5 April when allowed in the house. Refunded Multi room subscription.  I still think it's a software problem. 

[Anthonyh1976]

It's 100% a software issue.

Before the last update I used to fall asleep watching Friday Night Dinner box sets and there was never an issue.  The day the update was installed the pixelation started.

At least the Sky staff member said they had colleagues experiencing the issue and they are trying to debug their boxes.

I just wish there was a bit more communication with us and there front line staff as this has been going on for over 3 months now.

[Daz.K67]

No improvement here either.

3 weeks on since the last few emails back and forth with Sky, I dropped them a note yesterday basically asking for an "update" and to remind them that this issue remains unresolved now since November 20, loss of service etc etc. 

I missed a call (and some voicemail) from Sky Customer Services inviting me to  call back and "discuss the problem". 

I don't really want to waste any more time on the phone going over the same things, as they direct me to their FAQs on the website, 🤬

All I want is an update to say that;

1. they're aware of the problem,

2. they're working on a fix,

3. and we'll be reimbursed for the loss of service.

The poor communication from Sky and the lack of knowledge in the contact centres is what grinds my gears the most.