Sky glass sound issue

[Me41]

I have a sky glass TV. I have had issues with the sound on the TV for months. I have raised this with Sky numerous times and I am going round in circles. 

Sky have told me that:

1. There is no issue with the sound

2. There is a software problem

3. That there is nothing wrong with the TV and the sound issue is a seperate issue that has nothing to do with Sky. 

Each time I call I get another excuse as to what is happening. The TV is less then 1 year old and is not fit for purpose. 

Can I ask this forum:

Is there an issue with Sky glass sound and if so what is the problem and how do I get it fixed. 

Many thannks 

[mikealanr]

Hi @Me41 

There isn't a systemic issue with Glass sound, the forum would be flooded with posts if there was. However there was a software issue with lip sync which was mainly affecting Pucks. This has been fixed with a work around (changing output to PCM and then a software fix). There have been a few reports of substandard sound and this has been an issue with particular manufactured sets.

You don't state what the issue is, if you let us know the community will do its best to assist. However if you are experiencing sub standard sound and you are in warranty, I would expect the set to be replaced.

Next steps should be to make a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[Me41]

MikeAlanR, 

Many thanks for the reply. 

The issue is that every now and then there is a vibrating sound coming from the speakers. It sounds like the speakers are blown - Then it goes away. When I called Sky they told me that it was a software issue. They stated that there was nothing wrong with the TV, although the sound did not work properly, as it was a software issue. 

Trying to explain this to sky is really painful as they keep getting everything wrong. I am having a whole host of issues with sky around this particular sky glass  as  I have two sky glass TV's at two seperate addresses, and they keep mixing the addresses up. 

I just want the TV replaced. 

Many thanks 

[TimmyBGood]

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@Me41 wrote:

The issue is that every now and then there is a vibrating sound coming from the speakers. It sounds like the speakers are blown 

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That's been a documented issue with some Glass sets from launch: I have one from November 2021 which buzzes horribly on bass notes (but we use an external AV receiver and 5.1 speaker set so don't particularly care)

Sky absolutely cannot deny it's a known physical problem, and should be prepared to swap out the set under warranty.

[Me41]

To me this proves that the televisions are sub standard and that sky have known all along that there was a sound issue with older televisions.  You would think that they would be keen to keep standards high by replacing all defective televisions as soon as any issues were raised. How wrong can you be about a world leading brand...........

I am having so many problems with sky as I try to have the television replaced.

Many thanks for the reply

[TimmyBGood]

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@Me41 wrote:

To me this proves that the televisions are sub standard and that sky have known all along that there was a sound issue with older televisions.  

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Given the hardware specification hasn't changed since launch in October 2021, all Glass televisions are 'older'.

The 'buzzing' speaker issue has been reported in this forum numerous times, but that will still only be a tiny percentage of the total number of sets sold over the past three years.

[TimmyBGood]

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@Me41 wrote:

How wrong can you be about a world leading brand...........

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Actually a first-time product from a regional television platform operating in just six European countries, but with very good marketing...

[Mark39]

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@TimmyBGood wrote:

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@Me41 wrote:

The issue is that every now and then there is a vibrating sound coming from the speakers. It sounds like the speakers are blown 

---

That's been a documented issue with some Glass sets from launch: I have one from November 2021 which buzzes horribly on bass notes (but we use an external AV receiver and 5.1 speaker set so don't particularly care)

Sky absolutely cannot deny it's a known physical problem, and should be prepared to swap out the set under warranty.

---

I've long since turned off bass enhancement/boost on mine of a similar vintage for the same reason. I've decided I've tolerated the residual rattle for long enough and have invested in a not very expensive soundbar (it's a dining room TV not for main viewing).

[Char2024]

I had this issue with my previous sky tv and after trying some trouble shooting with no change I received a replacement. Unfortunately the second sky glass tv has began doing the same thing so I'm going to have to call Sky and hopefully it will be as smooth as it was the first time round as I'm in my still within my 2 year warranty period.