Puck issues with Sonos Arc Soundbar

[gogomilo77]

Is the absolutely no way to speak to an engineer in Sky, or at least get an update as to when this will be resolved?  I think Sky are the only vendor I have come across that do not supply release notes of their updates, or interact via blogs or social media with their customers.  

[gogomilo77]

Has anyone ben updated to QS013 firmware yet?  According to another thread there is a fix for the CEC issue in this update.

[Pistonhead]

@gogomilo77 I've been updated to QS013 on two pucks attached to two LG TVs. I've an AppleTV and Sonos surround system connected to both TVs and, pleased to say, no CEC problems. I've disconnected the Lindy CEC-less adaptor and all is good 🙂. 

[gogomilo77]

Great to hear!  I just need to wait a few more weeks as I've noticed I don't get an update for a while after it's released.

[Pistonhead]

@gogomilo77 You might not have to wait too long this time as rumour is it should be with everyone by around 15 December. Whether that's true I'm not sure, but I got updated yesterday which is the first week of the rollout and I'm usually one of the last to get it. 

[SimonWendover]

I've got software ver QS013.007.00P and it's not fixed the issue for me. Tried without CEC adapter connected earlier today and problem still exists. In fact, it's worse. Picture now flickers badly, which oddly didn't happen before (it was just sound issues). 

Reconnected with the CRC adapter and all working as expected. 

The wait goes on....

[gogomilo77]

Seems like only a 50 50 chance of it being fixed then! Though I do hope they fix another issue introduced with QS012.  Streaming anything on the box results in it cutting out every few minutes, and after a while just going back to the main menu

[gogomilo77]

Have been upgraded to QS013.007.00P and am happy to confirm the CEC issue has been fixed.

[Yorkiecherry]

I have a Samsung TV and Puck with SONOS Arc. Following latest Q13 update, I have reset the TV but still have sound issues. Wondering whether to purchase HDMI CEC adapter but receiving mixes messages about that too

[MacGyverUK]

Did this ever get resolved? Received a pick today and looks like it's still a problem, prob gonna have to return it all, this isn't great at all

[K19rks]

Nope... it's utter garbage from sky! I had moved the puck upstairs months and months ago so my wife could watch sky and totally forgotten about this issue, ordered a new puck from sky for downstairs as well and it arrived a few days ago only to be reminded of this ridiculous issue, I have to unplug the sky puck if I want surround sound and the beam to work on Netflix, Disney or Ps5

[Mark842703]

Whilst not ideal and disappointing that sky still haven't fixed this in firmware despite me raising this nearly 2 years ago! 

one of these will work around the problem and avoid you having to unplug other devices 

https://www.amazon.co.uk/gp/product/B00DL48KVI/

[MacGyverUK]

Thanks, it might be I have to get one, but if this is the "workaround" sky should be paying for it and sending it to us as part of the package

[VinayR]

Interestingly , the issue on my pucks was fixed several updates ago - CEC works perfectly across all my devices with the Sonos Arc used for sound output over ARC

[gogomilo77]

Out of interest what firmware version are you running @VinayR