Pixelation on recordings mini box

[aprani]

i also get this - I have an engineer visit booked for this friday, this is also happens when using apps (netflix/disney/youtube)

[lukedaniel17]

@Daz.K67 

Totally agree I have an open complaint that gives you so much a day from when the issue started until it's fixed but it isn't completed until the issue is fixed, I called again today and it was a total waste of time he just kept saying over and over mini boxes run over WiFi so it's got to be a WiFi issue and told me to wait for the engineer visit that I keep putting back because it's pointless it is very frustrating 

[Oharedm]

Are people able to demonstate the issue live to an engineer when visiting ? and/or perhaps make a phone recording.  That way the engineer can look at the mesh etc... and see if there are no issues. From what I have read Sky always puts it down to hardware connnectivity issues.  I cannot never predict when it is going to happen so I have not bothered going down the engineer visit route.

[Daz.K67]

It happens so frequently that i was able to record it on the phone, but when the engineer DID call back in November, I was able to demostrate the issue in front of him. 

Back then though Sky were unaware of this being a software issue (if that's what it is), and he replaced the mini-box, and later the main box, cables etc etc.

Interestingly I've just had 30 mins on the phone with Sky (them following up my email moans and groans), and they say that Technical have advised them that a software-bug-fix is likely to be released within the next TWO weeks that will improve the situation.

[Q-tips]

It's  d e f i n i t e l y  not a wifi issue unless my two Minis are secretly using wifi to connect to the master box after I have switched off wifi completely in the settings on all three boxes. Nor can it be a network speed issue since my SkyQ boxes are getting the full 100Mbps bandwidth they can accept, which still leaves a spare 800Mbps to spread around other devices. So it can't be a spike/surge issue either as there's plenty of spare bandwidth.

There could be issues with some routers perhaps, although my Linksys Velop mesh system doesn't get any flak elsewhere for SkyQ problems. And it delivers live 4k 25fps CCTV video from an IP camera to my PC without skipping a frame for as long as I care to watch paint dry.

But I don't think this pixellation issue is directly linked to the current software version as I had it under v13 too, which covers me from the start of my SkyQ experience.

Also, my son who has ownership of the main SkyQ box in his bedroom has never seen any pixellation issues. His only complaint is audio dropouts (which I also get).

An allegedly network-savvy engineer is coming out to me on April 1 to run some tests since they can see a glitch on my system at HQ whereby it goes into reverse to fill up the 5-second buffer from the main box to the Minis. This is a separate issue whereby I get occasional unprovoked rewinds on live video caused by the buffer catch-up (ie the live footage rewinds for 5 seconds and then normalises). He will also look at the cabling to my Sky dish. I will be able to tell him that all of the problems I am having are present whether my system is hard-wired or running wirelessly. Trouble is he might have to hang around for an hour or more to see one of these issues for himself.

[Skycambs]

Same here was told might have to move my router or sky boxes which is a no go, 

boxes and router are near line coming in and next to TVs. The distance between devices is very small as I don't live in a mansion😀. Speed tests main box 63 mb and WiFi speed test around the house are 30-50 mb so assume mesh network is good. Just wait and see what happens on the 5 April. It would be good if there was an app that could look at the mesh as the engineers do. I do have quite a few smart devices but they work perfectly. 
And streaming video music etc also works uninterrupted. BTW I am a retired network engineer but without being able to integrate the devices and perhaps snif 

the network I can only test the basics.

[1963dg]

@Daz.K67 

i went through a very similar scenario. Complaned through e mail and got a call from customer service that lasted about 30 seconds before been transfered to technical team. I quiclky explained that i wasnt going do any setting changes or get new equipment as already been done several times. The advisor read through all the notes on the account, admitted there was a problem and sky were liiking at a software fix. She also agreed i was not receiving the service i was paying for and said she would speak to someone to see if i was entitled to a refund for multi room. True to her word i received a text a couple of hours later with over £37 back in my account. I suppose what i am saying is you have to go through the right people as the tech lot have to basically say they have tried everything and cant fix. 

[lukedaniel17]

@Q-tips 

Keep us posted how it goes we have the same issue of the pause and repeat, we have an engineer booked which I keep putting back but it's booked in April 

[gibbo1967]

Just spoke again to Sky Q technical team and got absolutely nowhere. Put me on hold to ask his supervisor when the software update was due and he didn't know. Asked for some sort of compensation for loss of service but was told they couldn't offer anything. Total waste of time.

[1963dg]

@gibbo1967 

your going through exactly same pain as me like i said i had to put an e mail complaint in 1st before they took me seriously. Spent hours on the phone to the technical teams had an engineer, out a new router, booster and mini box, asked for compen got nowhere then this offical complaint mentioning ofcom and receiving sub standard servivce and all of a sudden things happened. Im not sure if you speak to people with more clout if you do that.

[Piesarus]

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@1963dg wrote:

@gibbo1967 

 offical complaint mentioning ofcom and receiving sub standard servivce and all of a sudden things happened. Im not sure if you speak to people with more clout if you do that.

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OFCOM do not deal with customer complaints you need the Ombudsman service.

[1963dg]

This is the second time Piesarus has conridicted me about ofcom. The last time i copied the e mail from them and posted it. if anyone does not beleive me look back through the posts and you will see that they clearly say we can complain to them about sky. Best thing is complain yourself do not listen to Piesarus

[Q-tips]

Ofcom really only deal with ccomplaints about programme content - I don't think they get involved in investigating complaints about a broadcaster/provider's quality of service. Their terms of reference are here: https://www.ofcom.org.uk/complaints/complaints-ofcom-deals-with

[Piesarus]

@1963dg  You can complain absolutely but they won't take any action. The correct service to contact is as I have said before is The Ombudsman Service. Do not listen to 1963dg. 

[Blackie1892]

Not that is going to make you feel any better but I and many others have problems with this though oddly mine are less with BT sport. Sound drop off is an ongoing snag as is blue screen and loss of connectivity in kitchen on mini box!! It is ridiculous that we all pay money for a system (have a friend works for Sky) that Sky know is not working correctly, I feel sorry for the staff we have to deal with on the phone as most are not experts and follow a script, I personally have forgotten more about SATCOM than they will ever know!! 22 years Royal Navy but sadly nothing is done about it!!!!!