HDR v3 box not fit for purpose (sound cutting out)

[Stuvennn]

My view and understanding of this is that not all the Sky tech support teams will be aware of this, however the Sky teams do have access to their own internal forums where faults and issues are logged. Quite often they'll search those internal forums for previous issues.

I dont think every tech support memeber will be aware of said sound issues but I know first hand from an employee thats it's been noted on the internal forum and is being looked into.

We all know where we are with it and most people are very patientialy waiting for Q160 to be released and I really do hope its fixed in this update or the update is atleast delayed until it is fixed. I think too many are holding out their hopes on this update containing the fix.

[Chilly+Wizard]

I've not changed anything for nearly a year and the problem with sound cutting out started a couple of months ago so it must be software? It used to be a simple off and on again to resolve but now it's getting ridiculous, especially on recorded content for some reason it's worse. If you pull the HDMI cable out and plug it back in while everything is running it kind of resets and resyncs audio but this messing about is ridiculous. Sky is by far the most expensive streaming/entertainment service, I feel like they need to innovate or reduce the cost, it's such poor value for money!

[Perfectionist+dur]

@Chilly+Wizard 

Hey pal, you can keep ripping your cables out for the rest of eternity but it doesn't make a blind bit of difference.

The dropouts are SO random that we easily think we might've found a solution. But they are random, very random, so random that they hit us at different times and frequency even on repeated playback of the same programme. I know, I've researched it (along with 100's of other subscribers) 

I can even go a few days without the dropouts and crack open the champagne. Then they're back with a vengeance. 

Every fix permutation known to man (and techies) has been tried exhaustively - and failed. 

So save your energy. The cavalry will come. Eventually. I hope

[Giffo76]

Sky Q 2tb owner. Set up is LG B7 Oled, Sony ht-z9f soundbar. Had the intermittent sound drops from set up in 2019. The. Major update before last seemed to stop it, or it was  very rare. Since this most recent update with the new multi colour search bar it's non stop and ruining everything. Every minute or two a second drop out. Thought I was going mad. Changing WiFi channels, setting up equipment on static ip. Resetting everything and starting afresh on all equipment. After finding this thread it's hugely disappointing I'm paying for a 4K Hdr experience for our to be ruined with this issue. The HDMI handshake issues I could take (thsts back too) but this is a joke. 

[rgfinch]

I had 1tb HRD box and a minibox installed abpout 10 days ago. Sound dropouts were appalling on the mini box. I complained and they sent an engineer round yesterday. He basically blamed my setup, cabling etc and said that having the main and mini boxes on top of each other might be the issue. He then offered to replace the boxes. I said yes. He set up the 2 boxes with the main box in the lounge and the mini around the back of the kitchen TV. About 5 mins after he left the dropouts started again and the mini box started losing connections completely.

I put the mini box back in the lounge (with HDMI going through the wall into the kitchen). Still got a few dropouts on the mini. I then used the 001 menu to turn off the wifi on the boxes and since then no dropouts at all on either box. Main box has v130 software and mini has v140. The old boxes were both updated to the latest software by the installer. Just have to hope the software doesn't get updated and mess it all up.  Is there a way of blocking updates ?

[Pistonhead]

@rgfinch Unfortunately there is no way to block updates 😟

[Martin6970]

Any fixes ?

I swear it's getting worse. Keeps muting during sentences, having to constantly REWIND to listen to what I am trying to watch.

Absolutely stupid now

During a normal sentence, even when watching F1 LIVE in UHD sentences are muting, rewind is needed to listen to what they're saying properly without it cutting out...

[CyberFriday]

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@rgfinch wrote:

I had 1tb HRD box and a minibox installed abpout 10 days ago. Sound dropouts were appalling on the mini box. I complained and they sent an engineer round yesterday. He basically blamed my setup, cabling etc and said that having the main and mini boxes on top of each other might be the issue. He then offered to replace the boxes. I said yes. He set up the 2 boxes with the main box in the lounge and the mini around the back of the kitchen TV. About 5 mins after he left the dropouts started again and the mini box started losing connections completely.

I put the mini box back in the lounge (with HDMI going through the wall into the kitchen). Still got a few dropouts on the mini. I then used the 001 menu to turn off the wifi on the boxes and since then no dropouts at all on either box. Main box has v130 software and mini has v140. The old boxes were both updated to the latest software by the installer. Just have to hope the software doesn't get updated and mess it all up.  Is there a way of blocking updates ?

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@rgfinch  I had dropouts with Q130 software build on a 1TB UHD box. And same with Q150. Although as yet not noticed any during live satellite broadcast. I only have a Q box, no minis in my setup. Ad Skq q wifi disabled. 

[CyberFriday]

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@fizzdisco wrote:

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@Rhonny wrote:

@fizzdisco

Q160 ain't gonna work is it? 
It's all just stalling tactics whilst the V4 box is more thoroughly tested and prepped for release at some point in the near-ish future. The global shortage of components has probably slowed the timeline for its arrival too.

You do realise some of your nonsense has just spilled out onto your keyboard? 

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Oh @Rhonny it's what I live for. Wild theorising and speculation is all part of being a Russian bot. It keeps this whole ridiculous mess entertaining. 🇷🇺🤖

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@fizzdisco  Keep up the good work. I'm sure Sky are running their own interdiction. Some useful pointers here on how to counter disinformation. Not that there is any of that going on with this issue  😉

https://gcs.civilservice.gov.uk/publications/resist-counter-disinformation-toolkit/

[SoupDragon57]

Has anyone noticed how often the sounds dropouts coincide with a critical word someone has said? I know it's random, but sometimes it does feel like it really is trying to make it harder to watch something!

[Invisiblename]

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@SoupDragon57 wrote:

Has anyone noticed how often the sounds dropouts coincide with a critical word someone has said? I know it's random, but sometimes it does feel like it really is trying to make it harder to watch something!

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Yep, and NASA didn't land on the moon, either! 🙄😋

[SoupDragon57]

@Invisiblename I'm not suggesting a conspiracy 🙄. Some days it just feels like it cuts out on critical words either forcing you to rewind or making your programme harder to follow.

[Perfectionist+dur]

@CyberFriday 
I read the link and have to say it's all Greek to me. 

I have a better idea though. I've just bought 4 of the new Apple Airtags. I've attached one to each of the wildest claims so I can track where they lead to - hopefully to uncover a bigger plot. 

I've also attached an Airtag to one of the key words that the audio dropped out - so I can track where Sky is taking these vital missing words. 

The trouble is, these Airtags are expensive at £25 each. So if you could all help fund this important research by sending me money then we'd all benefit. 

I have a hunch North Korea is involved in retaliation for Sky broadcasting Team America. 

Your donations will help me uncover it all. 

[Bynar]

Watched tenet in HDR last night, no sound issues.

Just put Shrek 2 on live then and it was unwatchable, almost every 30 seconds the sound dropped for a second. Never seen it so bad.

Switched to comedy Central and it's ok again.

If there's rhyme or reason to why it does this I don't know what it is.

[Gdansk]

Hi John (hopefully not Wick)

Thanks for the reply. As it’s a known fault, I think you should let your customer support team know, as they don’t know anything about it.  Seems unfair to your staff and customers with covid about, to be sending engineers out to peoples homes, for faults they can’t possibly fix for the last 18 months. I know if I was a sky employee and I was needlessly being sent out to people’s homes in the middle of a pandemic, I’d probably be speaking to HR.  

Imagine if a Sky engineer caught covid by needlessly being sent to home to fix a fault that can’t be fixed, or vice versa, a customer caught covid from a engineer who came to fix a fault that can’t be fixed.

Even if Sky can’t fix the fault,, sky should be fair to their staff and customers.

Thanks

Jamie

Sent from my iPad

On 9 May 2021, at 14:08, Executive Support Team 

Dear Mr Norman

Case reference: 

Thank you for your email and confirming that the box swap has resolved some of the issues in which you were experiencing.

As you are aware that the problem you are experiencing with the sound is a known issue. Our product development team are working to resolve this matter for all who are affected, however this is not a quick or simple process and I apologise for the inconvenience caused.

Should you need to speak with us please give us a call on 03442 411646, calls are free from a Sky landline or simply reply to this email with a convenient time for us to contact you.

Kind regards

John

Customer Priority

Sky UK