Sky Glass Gen 2 Sound Issues

[jkspoff]

I'm now on my second Sky Glass 65 inch Gen 2 TV. This main issue I'm having, is the sound on vocals, it's like it's not tuned in properly. I know that's an old fashioned term, but it best describes the issues with the soundbar playing back speech. It's almost like distortion, there's lots of issues with clarity. Is this software or hardware. The only way I can fix it temporarily, is to turn the tv sound to night mode. It's especially worse when watching YouTube and all live TV channels. Maybe another return is required as this just isn't good enough. 

[peter-marlow+1966]

I have not come  across  this on but i would call sky personally if it was me and get it replaced  again, i do know of a YouTuber who had screen  problems  with  his 65inch  tv and ended  up with it being  replaced  three times, he finally  got  it  sorted  on the fourth  one, i personally  have two 55inch sky glass tvs  1 gen and 1 gen 2 and  have had no problems with  them hope this helps you 

[SquareEyes86]

I had exactly the same issues (see some of my other posts) until last Tuesday when my software updated to version 36.012 This has pretty much fixed the problem. Again like you it was clarity with vocals. It just didn't have that punch and now it does. It's still a bit echoey (from the top speakers when playing non Dolby Atmos/Vision) But apart from that, all is good. I'm very particular and was on the verge of phoning up for a replacement myself, but after going through 4 of the Gen 1 TV's, I didn't want the faff again! I would say hold on out for the update and you should see great improvement. The voice over narration on 'The Apprentice' now has that clear vocal depth I wasn't getting before and it was annoying me. The same with the narrator for 'Air Crash Investigation' Sounded too soft. With the latest software, music and voices on the same adverts now don't sound washed out. Take the Virgin Media advert with the walrus and Billy Ocean track. The music is now clearer and spread out more and the voice over man has an added layer of bass. I've noticed all this but I think most people wouldn't be able to tell there was anything wrong but even when I go to the cinema, there's been occasions when the audio hasn't been (to use your expression - tuned in) A problem with the speakers affecting vocal and it's annoyed the hell out of me, where as I think others watching didn't notice as no one got up to complain. I really hope the software which is rolling out will fix the issue for you like it has me. 

[jkspoff]

Hi, SquareEyes86, great reply and definitely given me hope, I thought it might have been firmware over hardware issue, which, like you say, is a huge relief as this TV is mounted on the wall and a pain to keep taking down ! It does seem like the same issue, so I might try a forced update later this week. Much appreciated. 

[Jporch316]

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@jkspoff wrote:

Hi, SquareEyes86, great reply and definitely given me hope, I thought it might have been firmware over hardware issue, which, like you say, is a huge relief as this TV is mounted on the wall and a pain to keep taking down ! It does seem like the same issue, so I might try a forced update later this week. Much appreciated. 

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Hi @jkspoff 

unfortunately it's not possible to force an update. Sky releases the new firmware in batches to devices over several weeks. Qs036 started appearing last week. Hopefully your tv gets the update soon 🤞 

[jkspoff]

Just got the new update to v36.. but what a shame, no improvement whatsoever to the sound, still sounds like it's not 'tuned' in on all live channels and speech is very distorted, this second replacement must have a faulty speaker in the soundbar. So another return it is and dissemble off the wall. I think I'll cancel Sky Glass and get something else, as it's within the 31 days period. They need to sort these TV's out, as the delivery drivers before, were saying they're inundated with replacements, it's effecting Skys reputation now. 

[KevNewMedia]

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@jkspoff wrote:

Just got the new update to v36.. but what a shame, no improvement whatsoever to the sound, still sounds like it's not 'tuned' in on all live channels and speech is very distorted, this second replacement must have a faulty speaker in the soundbar. So another return it is and dissemble off the wall. I think I'll cancel Sky Glass and get something else, as it's within the 31 days period. They need to sort these TV's out, as the delivery drivers before, were saying they're inundated with replacements, it's effecting Skys reputation now. 

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Morning @jkspoff 

Welcome to the Sky Community 😊

I'm sorry to hear that you are still having problems.

Can I ask if you've tried to reset the sound settings after picking up the recent firmware update?

Can you confirm what version of QS036.xx.xx that you have?

If after carrying out the resent of sound settings, can you post a video, to enable us to understand the problem better?

[jkspoff]

Hi, thank you for your help. 

I've tried to capture the sound fault but it doesn't come across on the phone, it's a distinctive lisp/hiss on speech for live streaming and inc channels. 

 

[jkspoff]

Yes, also tried full TV reset and all sound settings. 

[KevNewMedia]

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@jkspoff wrote:

Hi, thank you for your help. 

I've tried to capture the sound fault but it doesn't come across on the phone, it's a distinctive lisp/hiss on speech for live streaming and inc channels. 

 

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Thanks for trying @jkspoff 

I've passed the information to our support teams and will get back to you as soon as I find out more.

EDIT: I've removed your picture as it contains the serial numbers of your TV and is identifiable information.