Sky Q Apps pixelating

[Cowleystjames]

I'm at work now, I'll look later and post

[modii]

I rang Sky went through all the steps of resetting the main sky Q box and refeshing apps with the technical help at Sky.  I had been through all the same steps a few month ago when I called Sky regarding Netflix not loading but they insisted I go through them again which I did.  I though it might have worked but 30 minutes in to watching an app through Sky it started pixilating again.  Didn't work with Netflix not loading the first time I did it either.  Netflix still doesn't load on occasion on the mini box, even now.  I tried to explain to the technical help that this is appears to be a common problem and the engineers at Sky were suppose to be looking into it but he didn't seem to have a clue what I was talking about.  The technician said he would arrange an engineer to come out but he expected the refresh to work ( which it didnt).  The appointment was made for the weekend because I couldn't make the first one offered.  Weekend appointments incur a £15 charge but he told me he would waiver this.  When I finished the call I checked my future bill and sure enough I had been charged £15 on my next bill.  I messaged Sky to tell them that I was told by the sky rep that the £15 was to be wavered and they replied saying that it was normal to charge £15 for a weekend call out and the rep hadn't put any note about wavering the payment so they wouldn't remove it.  

I cancelled the appointment and have raised a complaint.  

[type-r]

I just wanted to post a few thoughts about the overall experience relating to this issue.

Im very new to these forums but from based solely on peoples messages on here, there appears a lack of joined up support from the 1st line support, 2nd line support, the sky community via sky employees and ultimately the end customer. This experience for me has been hugely disappointing; not only the time taken to acknoweldge what I would categorise as a "critical" severity issue, the lack of any transparency from Sky themselves around acknowledgement of implementing a fix (apart from one finally(!!) a few days ago on this message board), the general lack of wider communication from Sky that there is a glitch that clearly is impacting viewers that would prevent multiple users having to post the issue on these forums and what should be an automatic compensation scheme when they know their customers are clearly being affected by a technical issue that has been introduced by Sky themselves. 

Everything appears to be very secretive, no timeline of what stage that are in the fix process, if they are at the testing stage and even an expected roll-out dage when fix will be available.

We all pay a lot of money for Sky and would expect the process to be a lot more transparent, to be joined up amongst all teams and an automatic compensation process where customers don't have to do all the leg work and get peed off as a result. We'd all feel a lot more loyal to Sky and it's public perception as a company would improve a hell of a lot.

[Peter+Knipe]

Absolutely, spot on. 

[Bob+Niro]

@Daniel-F . Is it at all possible that you could bring @type-r 's post to the attention of the powers that be in Sky? Why is there such a disconnect between the people taking our calls about this issue and the teams who you say 'are working hard to get a fix'. For a communications company this is astonishing. 

[Bob+Niro]

Can someone clarify this for me please and apologies if it seems a silly question? I have an account with both netflix and prime and I pay my subscription directly to them every month. I have apps on my tv where I can access and watch these (and no pixelation). A few years ago I discovered by accident that I can also access these apps through my Sky package eventhough I'm not paying Sky for them. Is this unusual? I got into the habit of watching Netflix and Prime through Sky for convenience and it worked fine until the pixelating issues arose. Having contacted Sky about the pixelation issue it occured to me afterwards that I'm complaining about something that I'm not paying Sky for. Anyone else in this position.? How was I able to gain access to these Sky apps when I wasn't paying for them in the first place?

[Meldrewman]

I , too, am in that position. I pay Disney+ via Sky Marketplace and others direct to the platform - but watch them all via Sky. 

All that's been required is a valid subscription,  

[Slocs]

Sky.  
How much longer will we have to wait for a fix here, as all apps (iPlayer, Apple TV, Netflix etc) are pixelating or doing short bursts of green screening, all of which ruins the viewing experience.  

 I'm paying money for a service that's failing to deliver.   

[type-r]

And just to further show the lack of joined up communication at Sky, went into my MySky app just to check if the status has been updated (I would expect at least a message to App users that there is currently a known issue with pixelation when using any App through Sky Q). But no, everything is fine, apparently!

 

[EightLegs]

I've reported this issue twice formally through their complain page and now have 2 complaint numbers - I'm clearly collecting them. But still no response since July. Last night I was watching ITVX, something I rarely do but wanted to watch Grace. That channel has the same ads on repeat throughout the program as I'm not paying the premium price. There's the pizza one, the lady on the wobbly chair and a couple of others. Pixelation like crazy through Grace but not once during the ads!  So where does the pixelation come from?  Same SkyQ box. Same network. But not for the adverts.  Is this just my luck that I'm destined to see the lady on the wobbly chair and pizza without pixelation but not Grace?

[ClownTrigger1]

TV is pixelating when viewing Netflix or Amazon Prime Video.

[Bob+Niro]

I assume people have already tried this and it hasn't helped?

Thank you for letting me know  please do follow the below steps and update me thank you.

1.Go to Settings, then System Info and highlight Software version.

2.Choose Setup and then select Software download.

3.Your box will start to download the latest software. This can take up to 10 minutes.

4.To check the status of the software download, go to Settings, then System info and highlight Software version.

5.When it says "Software update successful" press the Standby button on your remote.

6.When your box restarts, follow the on screen messages. You'll then be on the latest software version.

[Meldrewman]

Have you tried this and found it's fixed the problem please?

I think you'll find that most of us have tried this (and many other "fixes") - sometimes more than once. 

I'll try this again when I hear from someone who has a software version more recent than mine. 

[Bob+Niro]

@Meldrewman , I'll try it when I get home. Do you know what the current software version is? I assume there's no point in updating if I already have current version. I asked sky text assistant this at 14.28  during our conversation but no response since....................................................................................................................

[Meldrewman]

@Bob+Niro 

This is the link to the latest software version

I've looked, and this is what we're on. There are characters in brackets in settings but they're not mentioned in the linked page so I don't know if they're relevant.