Sky Glass: My sound sounds like it's under water

[AndrewMccully12]

Speaker isn't working, it sounds like your under water when the tv is on any program 

Moderator note: subject of thread updated to better reflect the conversation

[ArunAntony]

On my Sky Glass TV stereo speakers works fine but when watching Netflix and Prime Dolby sound atmos sounds like under water. Muffled audio comes out

[Jporch316]

@AndrewMccully12 

If pulling the plug for 10 minutes doesn't solve the issue then I'm afraid you may have a defective unit and you will need to contact sky for a warranty replacement 

[AndrewMccully12]

What's the best way to contact sky to resolve the issue, tried leaving it with plug out and tried settings to change viewing options and still the same, any one any ideas or and email address even to try and resolve the issue? Nightmare sitting like I'm under water trying to watch anything 

[Jporch316]

@AndrewMccully12 

I'll escalate your post to the online sky community support team 

lookout for an invitation to chat bubble ....

[Lisa-P1987]

Thanks for escalating this. We’ve sent @AndrewMccully12  an invite to chat.

[Joe-Bow]

I've experienced this too over about the last month or two.  My wife noticed it first.  It's fine on a puck, just the Glass TV has the issue.  It comes and goes, but Sky News last night was particularly bad.  I don't believe it's a hardware issue, I think the issue is with the streams or a decoding issue.  I'm going to try and rewind what I'm watching next time it happens to see if it happens during playback.  Also happens on apps too.  

[AndrewMccully12]

It's getting really frustrating trying to watch anything, hopefully they sort it soon. The higher pitch it seems to work and having a 3 year old with low volume on cocomellon etc it gets him going 🤦‍♂️ again I've tried pulling the the plug and cahnging sound settings 

[Joe-Bow]

Watching Sexy Beast s1 e6 tonight around 33:20 in, the sound went muffled and was difficult to hear, but rewinding a bit and replaying sorted it out.  

I'm still not convinced it's a hardware issue, more of a decoding issue, but it certainly needs investigation.

[AndrewMccully12]

Mine still isn't right, it's annoying lol 

[AndrewMccully12]

Tv is still the same, some programs are ok, most channels are an absolute disaster I can't hear a word, can you let me know my closest sky shop? I'm in Newtownards, Northern Ireland so I can go and talk to someone 

[Padam_Padam]

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@AndrewMccully12 wrote:

Tv is still the same, some programs are ok, most channels are an absolute disaster I can't hear a word, can you let me know my closest sky shop? I'm in Newtownards, Northern Ireland so I can go and talk to someone 

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Bloomfield Retail Park, Bangor, though TBH they are unlikely to be able to do anything more than what you can do by phoning Sky. 

[AndrewMccully12]

What would be the best number to ring ? I had a number and it wasn't any help at all to me 

[Fothergill1]

@AndrewMccully12  The forum filters will reject phone numbers so click on the link below and select the “need more help” drop down at the bottom of the page and you will see an 0333 phone number.

https://www.sky.com/help/home#M1014

[Joe-Bow]

So, I managed to get a couple of recordings tonight as my daughter was watching a YouTube video.  You can hear both the muffled sound and the difference between the normal sound, and can here when the content switches and also tries to switch back to normal sound and fails.

This happens on other channels as well as YouTube so it's not confined to just that  single app.

Apologies that the videos are all over the post - trying to add them on an iPhone while having to turn the phone between portrait and landscape to get to some of the buttons causes weird formatting of messages to happen.