My sky box keeps losing audio

[AaronHarford]

Good evening,

Our sky box is regularly losing audio.

The only way to solve the problem is to unplug it cutting mains power and restarting the system  - this losing 3/4 minutes each time (rather irritating when watching live TV).

This has been going on for some time, but recently it's happening every couple of hours.

It only happens when using sky. Our free view, Amazon, Netflix, itv x, BBC,  etc are unaffected.

From searching for a fix online, I am told this is a known problem however I was unable to find a 'fix'.

Please can you advise us about what we need to do as it's becoming rather irritating, especially given how much we pay to have Sky in our home.

Many thanks,

Anna and Aaron Harford

[oldfella]

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@AaronHarford wrote:

Good evening,

Our sky box is regularly losing audio.

The only way to solve the problem is to unplug it cutting mains power and restarting the system  - this losing 3/4 minutes each time (rather irritating when watching live TV).

This has been going on for some time, but recently it's happening every couple of hours.

It only happens when using sky. Our free view, Amazon, Netflix, itv x, BBC,  etc are unaffected.

From searching for a fix online, I am told this is a known problem however I was unable to find a 'fix'.

Please can you advise us about what we need to do as it's becoming rather irritating, especially given how much we pay to have Sky in our home.

Many thanks,

Anna and Aaron Harford

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hi @AaronHarford 

Try a Reset Settings in the Q box hidden menu.
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[Taff63]

I tried reseting my sky Q box and all the other options but to no avail.

The sound through my tv a Sony A84J was never effected but my Sony HT-A9 surround sound system seemed to cut out when there was a lot of back ground noise and then it switched to voice.

After a lot of trial and error with the settings on both my TV and surround system I found just change sound output to normal and everything is okay. The Sky Q still outputs in Dolby Digital

[karateiceman]

• Did you sort out your audio problem...mine still does it ..maybe once or twice a day for about 5 seconds .......

[kingkiller1649]

Having a similar problem, which keeps recurring. Tired of having to reset the box or trying to watch a recording with no sound. Tried all the various suggestions in to this thread which temporarily solved the issue - so thanks. No solution from Sky as usual to a problem which is obviously an issue for a lot of their customers ... little hope they'll recognise this and do anything

[Two_Ton_Tone1]

Have the same problem which none of the solutions cure permanently. Virtually been like it since I switched to Sky and now wish I hadn't. Totally ruins the viewing experience and really is unacceptable when one sees the amount of people who complain about it.

[David1234321]

Yes I have this problem too. So annoying 

[GiggLaneMan]

I have the same problem on TLC, Discovery, and Discovery+ channels, both on live viewing and recordings, but if I download the same episode there's no problem with sound, very annoying!

Tried the reset option several times, but to no avail!

Equipment being used is Sky Q 2TB 32B107. Internet connection via cable, WiFi turned off.

TV is Sony Bravia XR-55A80J

[Adrina888]

I have exactly the same problem and I'm tearing my hair out! Wish I hadn't changed from Virgin now

[karateiceman]

This has only started since I changed over to Sky Q box.... didn't previously have the problem... its strange watching a program then everything goes quiet for a few seconds then it's back on...

[Antigua79]

I thought I had this issue sorted, then the Sky Q box decided it couldn't see the wired connection to the sky router anymore (for no reason, and not the first time), and after restarting the router the Sky Q audio started dropping out again on all channels and recordings!
reset didn't help. No Audio setting changes help. 

Such a frustrating issue that is clearly rooted in a problem that isn't connected to an actual audio setting. 

Having said all of that, while typing this frustrated rant, I remembered that the reset will have turned on the WiFi that I had to turn off for some other stability issue, so I went to turn both of the WiFi bands off in the service menu, and now it sounds like the issue has been fixed! So some weird network issue in the Q box seems to cause audio dropouts even though I'm using a dish for the tv and recordings obviously don't need to use the network. 

These boxes are absolutely rubbish, and definitely not worth what we're paying! It's time to move on to full streaming without sky I think!

[alan+whiteside]

I use my sky remote to change chanel and quickly back again return to my chanel and the sound miraculously resets back on. A flipping nuisance but it works.

[GiggLaneMan]

It may be just coincidence, but yesterday ( Tuesday 10th Dec ), I had a new Sky Max hub installled and activated,  not had a single sound drop since, on any of the channels I was having problems with! Fingers crossed! 🤞🤞

[kingkiller1649]

Thanks for this. I've just swapped to one too, and haven't had the problem - yet either, so hopefully 🤞🤞🤞

[Timyack]

I swapped out from Virgin to Sky last October and have had nothing but programmes skipping, channels jumping and sound dropping out. 

Now switching back to Virgin. Had no problems with them other than their continuous price hikes but this time round got a good deal. 

We shall see?