Picture and sound distortion

[UncleM1ch4el]

Same experience they say experience better in Ultra HD but it is getting to the stage where for most the match today villa and Brighton it was just a better experience to switch to the HD channel.

Also sky like to say believe in better in the marketing well as customer we did it's just a shame it's only ever believe but the reality is the exact opposite with no putting ads in all the catch up content. Terrible experience with sky stream it's getting to the stage where they should consider customer refunds but that will never happen. 

[LiamG91Sheff]

Aye the normal HD version of Sky Sports runs without fault. So it's got to be something with the UHD stream. Surely other people have complained to Sky about this.

[KevNewMedia]

Hi Everyone

Thank you for bringing this to our attention.

We've passed the information from this thread to our support teams to investigate.

[TechGuy007]

@KevNewMedia Good that this issue (which looks serious) has been passed on for investigation, but the first complaint was posted over a month ago, since when multiple customers have made similar complaints. Surely Sky has some sort of technical monitoring facility that picks up on very obvious issues like this? Do Sky engineers not watch their own channels? 

[Chrisee]

@TechGuy007  Sky will have been aware of the issue for some weeks. However with many issues we never get any official confirmation that are under investigation so getting a post on the one is helpful.

[KevNewMedia]

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@TechGuy007 wrote:

@KevNewMedia Good that this issue (which looks serious) has been passed on for investigation, but the first complaint was posted over a month ago, since when multiple customers have made similar complaints. Surely Sky has some sort of technical monitoring facility that picks up on very obvious issues like this? Do Sky engineers not watch their own channels? 

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I've not witnessed the problem at all on my Glass TV or my two pucks, so it's not as easy as that I'm afraid.  Video or pictures to explain issues, if you're able to capture them, tells a thousand words, so thanks again to everyone 👍

[Oyodi]

I found the same thing; Lots of pixelation only happens when they bring up the graphics on F1 UHD channel. 

[MaxiG88]

I have an LG C2 77 inch and see this exact issue when streaming Sky Sports UltraHD and Netflix Dolby through the puck. Starts off ok but then every few minutes get a frozen pixelation for 3-4 seconds. Kind of unwatchable. I have the Puck firmware on Q12.01 so that's the latest and still has the issue. My LG TV also has the latest software. Could be an LG thing but the engineers have to be able to fix this for such a popular brand of TV. 

[CardiffMan1992]

Surprised Sky haven't managed resolve this yet. 

[graham121]

.....And please remember this problem has only emerged after recent updates, it wasn't there from the start.

[CardiffMan1992]

It's been in since stream launched in fairness though not sure when it started as i only got on the platform then.

[MaxiG88]

Any news whether Sky have reproduced this themselves and when the fix is? Right now I'd say the Stream is unusable because of this. 

[bgssky]

Hi.

Unfortunately, we're experiencing the same/related issues I believe.

We don't have Sky Sports UHD, for example, but noticed if I watch a UHD movie on Amazon Prime via the Stream Puck, we get awful pixelation. Unwatchable.

However, if I watch the same movie on the same TV but using the TV's Amazon Prime app, it's absolutely fine. No issue at all.

I've reported the issue to Sky today. Understand they're sending out a new replacement Puck to see if the issue persists.

[MaxiG88]

I got a new puck too and it fixed nothing, sorry to disappoint. This 100% isn't a puck issue, it is most likely the way that UHD and the LG TV are interfacing, so could require and update either from LG or Sky to fix. 

[bgssky]

Thanks.

I feared that, but figured worth a try.

In case it's helpful to know, ours is a 2022 Samsung TV, so clearly not an issue limited to the Puck and LG TVs.