Pixelation on recordings mini box

[hammerjeff]

Same happening to me,main box only though.Seems to be Sky 1,ITV and Channel 4,although haven't checked others.Only started a few days ago and each episode only lasts a second or two,could it be a software issue?

[Skycambs]

Hi 

<removed> I have had it put on my record so I can pursue a compensation claim. 
Spent quite some time with first line support and did lots of tests. Network scan and all looks good. All equipment changed on a previous engineers visit. 
Must be software issue !

moderator note: lobbying is covered in the community rules

[Lanzarote2013]

I just spent 15 minutes on hold and the a 42 minute call to sky, tests done online, did test while advisor on line, resulting in engineer being sent, the advisor stated categorically that there is no issue, even when I mentioned this thread and other threads relating to same issue, without any success, asked about compensation was told that as it was mini box and not failure of main box not compensation would be offered, and wouldn't even acknowledge community discussion 🤷‍♀️

[lukedaniel17]

Has anybody on this forum got or had a smart meter fitted, I was just trying to think of things that are different other than the software update and the only thing I have had is smart meters fitted and was just thinking could they be on the same WiFi frequency, no idea but just a thought 

[Anthonyh1976]

I have a smart meter from Bulb that was fitted well before this issue started.  Although it's a piece of junk that constantly loses connection to the Sky Q router!

[lukedaniel17]

@Anthonyh1976 

Yes I agree they aren't the best things, but it was just thought if we all had smart meters maybe something in the update on sky q set off a bug within the frequency 🤨 

[Skycambs]

No smart meter. 

[Daz.K67]

no smart-meter here either..

[lukedaniel17]

Lol at least I can rule that out which I am glad about 

[1963dg]

Heres an update on my/our long standing pixalation issues on the mini box. This morning after seveal e mails, an offical complaint, 1 engineers visit, new hardware, numerous setting changes and god knows how many phone calls to the the technical team I received a call from Sky customer service with an update to my complaint. This conversation lasted approx 30 seconds and I was transferred yet again to the Tech team despite my protests saying they wouldnt be able to help me as we had done this all before. Well i was shocked when the advisor listened to my concerns, looked back through what had happened and had been done and said it would be a waste of my time going through everything again. She admitted there was a known problem and Sky were looking into it and even said there is an iminent software upgrade coming out and is currently under test. (No release date as yet). I reiterated that i was paying for a sub standard service and She said She would speak to the credit department and issue a refund for the multi room going back to November. Well Sky were true to their word 1 hr later I received a text saying nearly £40 had been refuned. 
It looks like perserverance has paid off, <removed>

moderator note: lobbying is covered in the community rules

[Earnie01]

I get exactly the same issue with pixelation and loss of sound of recordings on the Mini Q box. I have not had a smart meter fitted. If, as Sky insist, it is a connectivity problem, then it is Sky BB and its booster that is at fault as I am Sky through & through.

Logging calls with Sky at present is very painful and extended.

[Kei+M]

Hi folks,

Our teams are continuing to investigate this and we're struggling to find the cause of this issue from our early efforts so we're in the process of creating and moving some of our staff who have also experienced this onto a software build to help us debug.

Thanks for your patience on this matter and we'll let you know when we have an update.

[Anthonyh1976]

@Kei+M  Thanks for the update.

I have noticed that this issue does at times occur on the main Sky Q box but very intermittently.

I am certain it has something to do with the bitrate of the recordings or a codec change when implementing Amazon Prime.

[Lanzarote2013]

Why are Sky advisors denying that there is a problem, and how do we get refunded for the disruption, I've read some have been refunded from November, the lady I spoke to yesterday wouldn't acknowledge an issue and stated no refund would be given as it's not a failure of service 🤷‍♀️

[Skycambs]

I believe that you get problems is when storage on the hard is involved drive whether that be recording or time shift. If I pause live tv and then play I get the same pixilation as I do on recordings. 
I had a network scan yesterday and service agent said my mesh network looked very good which I would expect as there is very small distances between devices. Have done a speed test all round the house and it is nearly always above 30 mb and mostly 40to 50 mb.