Downloaded film in HD , poor quality and no sound

[Frosty4]

The picture quality is poor and there is no sound, however, all is well if I select preview. Download inHD.

[mikealanr]

Hi @Frosty4 

Glass doesn't actually download, it's just streaming from Skys servers. What is the movie in question? Do other movies work fine and your live channels? What is your internet connection like (speed and stability?).

MikeAlanR

[Frosty4]

Thanks for reply , understood , streaming not downloaded. 

Everything else is working well . If I select preview , sharp picture with sound . 250mb Internet. When I try to stream film , terrible picture like old vhs ! No sound . The film is murder and cocktails.....

[Kelsingra]

Hey @Frosty4 

Thank you for joining our Community and reporting this issue to us!

I've escalated it to the right team to investigate. As I can see the "Murder and cocktails" is in the Sky Store, can you please confirm that you purchased it there and if you still have issues with the sound and the picture quality?

Thanks,

[Frosty4]

Yes. I paid for the film . 48hours to watch has now expired.

Confirm the preview is the required standard.

When streaming , grainy picture to start , does improve after a while , but no sound.