My Bluetooth headphones keep cutting out

[Katrinamr]

So I've been fobbed off by an automaton and directed to this platform for answers but as far as I can see, lots of people are having the same problem and Sky isn't providing help or support. A few weeks ago my Bluetooth headphones stopped auto connecting and then recently they started cutting out so badly it was impossible to use them. I thought it was my headphones so bought a new set and realised almost immediately that it wasn't! I got in touch with Sky (having spent the best part of half an hour trying to find a phone number and then 40 minutes on hold). The lady I spoke to said it was a known fault and they were working on it. She told me to switch off the router and the TV and when I switched them back on again the headphones worked... for about half an hour!!! So I called back and this time spoke to a man who flatly denied any known fault and tried to blame it on the headphone manufacturer. As I had an obscure make of headphones (but which worked wonderfully up to this point) I decided to buy a very well known make thinking of what the man said was correct they should be fine. WRONG!! Come on Sky - this is definitely a fault your end and for various reasons I need to use headphones to watch TV so I now have 2 sets of headphones I don't need and am reduced to watching everything on my phone with my original headphones. So why am I paying for a TV taking up real estate in my house?!!

[coffeemad]

DavidCG

I have exactly the same problem. I am using Bose QuietComfort 35 headphones which are A2DP supported, and I have also tried using JBL portable speakers via bluetooth, both start to break up after about 30-45 minutes whether on bluetooth only or TV speaker AND bluetooth setting. This is a SKY problem, hearing impairment IS a disability and this problem should be addressed immediately.

[Katrinamr]

Thanks for your reply coffeemad. It's strange - there seem to be a lot of people on here with the same problem but when you speak to Sky they behave like it's really unusual and it's first they've heard of it! I'm going to call them again after work today and this time I'm not going to be fobbed off. 

[Tibinos]

I've the same problem. Have tried 2 sets of headphones and keeping cutting in and out. No other devices which would cause interference. They used to work fine so assume this is due to a recent update. 

[Katrinamr]

Yes I spoke to Sky again yesterday (twice).  The first time we did a factory reset and that didn't work. When I called back the man I spoke to didn't try anything with my TV as he could see everything had already been tried so he did a lot of investigation and put out messages to the entire Sky platform and is going to call me back when he gets answers (unfortunately he's not in again till Tuesday so I won't know until then). He did seem to think it was an update issue though and hopefully now the word is out there it will be resolved soon. My advice to anyone with problems like this is just to keep calling Sky until it is resolved because if they're not aware of the issue they can't do anything. The more people who call with the same issue the more likely it is to be resolved relatively quickly 

[Katrinamr · Accepted solution]

Hi there @Tibinos @coffeemad I think I have the solution.  Go to the normal Home Screen. Press the button with the 3 little dots on your remote. Go to the audio settings box that appears at the bottom of the screen and change the audio output to speakers and Bluetooth. Then switch the tele off and also switch off at the plug for a minute or so then switch it back on, change the audio output back to just Bluetooth and hey presto it should work! Good luck and I hope I haven't jinxed myself by saying it works perfectly now lol