Pixelation on recordings mini box

[1963dg]

This is my last comment on this subject all i will say is complain to sky and mention the threat of Ofcom, it worked for me. Ofcom advised me on what to do and said they would look into my complaint.

 Whatever i did worked, sky have took us seriously and admitted there is a problem, worked to hopefully find a software soloution and i received a refund for poor service through persistence bacdated to November.

Lets hope the immenent release of the software upgrade sorts all our problems.

[Michellemcnamara]

@Q-tips 

reference to your comments, I do wonder if the cctv/up cameras connected to the system could be causing an issue.  My 2 mini boxes, main Q box and Router are connected to a gigabit Ethernet switch. My CCTV hard drive is also connected to this switch.  It just so happens the I install for this CCTV system took place in October. It coincides with the problems of pixelation occurring. 
how many people have a wired Ethernet system (gigabit switch) to which the sky system is connected ?

[Q-tips]

@Michellemcnamara Interesting thought but not relevant in my case I think because my cameras only record to their internal memory cards so my network only gets involved when I either watch the live feed or select some recordings on the SD card to review. I don't use an NVR either. (But even if my cameras were constantly recording over my network they have been allocated bandwidth which still would only use a fraction of what's available).

[Michellemcnamara]

Yes, that makes sense. 

[Blackie1892]

That is good to know I have had a refund but only on last bill and next bill which is not acceptable as the problems have been since changing from the old HD box to Sky Q 27th December. Very pleased you have had some joy pal we need to keep on this as watching the football tonight has been a nightmare !!

[Skycambs]

This video has been deleted

[drunkensailor]

I've the exact same issues as many on here, I had Sky Q and mini boxes almost from the off, my system was working perfectly until around December time.  Since then when I watch recorded programmes on my mini box upstairs it will pixalate every now and again but only when I'm watching ITV HD!

Other recorded programmes are fine and I can watch live TV without problem, Netflix and Amazon Prime,  U Tube etc also play without problem. 

Like many I've contacted Sky been through all of the setting changes reboots etc, I've even had an engineer out who couldn't come into my home because of lock down,  he changed my main box and connected it to my Sky Hub via an ethernet cable as he said that would reduce demand on the network but the problem persists. 

I haven't bothered recontacting Sky since as the lock down is still on and after reading numerous posts on here I don't think it will help.  The amount of people who have had new boxes both main and mini must be costing Sky a fortune. 

I can't see how this can be a connectivity issue as everything works perfectly apart from recorded ITV HD programmes,  I'm going to try recording them in SD to see if that helps, but that's not ideal. 

Fingers crossed Sky come up with a solution. 

[94]

I emailed sky yesterday they called me tonight and credited my account with 2 months multi room subscription and said the team were looking into to situation and gave me a reference number and told me to email if the situation wasn't resolved and they would look at further compensation if needed 

[tamo]

Can I ask what email address you used please?

Thank you 

[Martyn+S]

https://www.sky.com/help/complaints

[Daz.K67]

I complained through the help at email address found in the App and on their webpage (system here wont allow me to post the address here) and their apolgetic response acknowledged the pixelation issue and eventually they confirmed that they would refund the costs of the multiroom subscription when the problem is fully resolved.

I do periodically correspond to this same email address (always replying on the back of the original thread and quoting the reference number provided) confirming to Sky that the problem remains unresolved. 

I have no money refunded (yet) but their promise to do so seems clear.

The whole process is pretty painful I agree, but some perseverence is needed.

Customer service doesn't seem to be one of their strengths.

[tamo]

Thanks for the info everyone.

[Lanzarote2013]

So I have spoken to the SkyQ team, the lady was very nice, however, issue still mt resolved advised no refund as use of box is still possible I.e. not a complete loss of service, just wait now for engineer visit to no doubt start this whole sad scenario all over again, honestly how the hell has anyone managed to get their fee refunded 🤷‍♀️

[Lanzarote2013]

@Daz.K67 well I have been through every option to contact sky and all I can get is 'call us' nowhere is there an email, so I'm going to give up for today and start again tomorrow 

[TimmyBGood]

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@Lanzarote2013 wrote:

nowhere is there an email

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That's correct.  The assorted email addresses which people apparently believe end up with whoever is currently the CEO are dubious at best: senior corporate executives in any business are usually somewhat reluctant to be contacted by customers in this way.