Quest sound drop outs

[warren-c]

In the last week we've started experiencing audio drop outs on Quest channel. Watching James May or Shed & Buried there are repetitive soubd drop outs every few seconds. However if we go to catch up and download the programmes directly the download versions have no sound issues.

Things we've tried:

1) reboot sky box

2) box hard reset

3) remove al cables, leave for 10 mins then reboot

4) changing doubd settings in settings

We have a 7.1 Marantz surround system, but even connecting directly to the TV and bypassing the AV system altogether does not resolve the issue.

For context, no other channels are suffering the issue (SD/HD/UHD).

The repetition of the issue is unbearable (sometimes as much as every 3 seconds). 

I'd be very grateful if this could be fed back to Sky & the team responsible for issue resolution as it is not an issue with our equipment. Apple TV 4k and other sources have no issues.. 

[oldfella]

Hi @warren-c 

You can report the issue to Sky Viewer relations.

viewerR@sky.uk

[warren-c]

Thank you for this, appreciated. Will do it this afternoon.

[Allan+N]

I'm getting these sound drop out every 30 seconds or so. I'm watching on freesat directly on an LG TV, so I think it's not a sky tv box problem. 

Also as you say, I've not noticed it on any other channel. 

[warren-c]

Thanks Allan, that's really useful feedback. Sky customer relations came back to me stating it must be my equipment because in their world all is perfect(!), so at least I can take some comfort it appears to be a wider programme /channrl issue. 

[GB32]

I have the same issue and  reported it to Sky cstomer relations on the 27th and got a reply asking for more detail so I have sent a detailed list on what I have done to try to resolve with regards to the fixes recommend via the internet, of which none have worked effectivley . I am now waiting for their feedback. 

I have the Sky Q 2TB box . I am using a Sony Bravia OLED tv XR and a Sony a9000 sound bar.

The problem doesnot appear to be an issue on Sky Glass or Steam or any apps  that uses the Internet to produce the signal based on the reserach I have done. It seems like the Quest HD channel being produced via the Sky Satellite  is not correctly decoding  in real time, especially if the issue is on Freesat also.  

The only way I can stop it is to set the sound setting from Dolby Dig + to normal, but a pain in the backside, when wanting to watch other channels, as  they are all in normal sound  not dolby and then have to change in settings again, or watch a  none HD channel 834 😟

It will be interesting to see what Sky come back with.