Sky Q Apps pixelating

[GlynGRE]

I suffer the same problem. How long will it take care to solve this problem. Are Sky dragging their feet to solve it on the hope we will all switch to sky glass tv or sky streaming. I presume they don't duffer the same problem 

[HOWARDWWW]

Since new Sky Q box installed Disney + continues to pixilate along with itv3, which is a first as it's a mainstream channel and not provide via an app.

Most annoying of all though is that Disney + has started to crash completely with the screen going black. The only way out of this is to return to the main Sky Q menu, reopen the app and resume the programme from where it crashed. This, I  note, is a problem that has been reported on other community pages going back for nigh on a year.

I've tried all the recommended fixes - reboots, app refreshes, Internet reconnects, new HDMI leads, etc.

• So come on, Sky; it's high time we had a clear and honest explanation about what has gone wrong here, what is being done about it and when it might be resolved. Just be honest with your customers and keep us up to speed with regular updates.

[Halil1974]

It's so weird everyone is experiencing something different. On my old tv which was very old Prime and Disney was the worst - prime would suddenly just switch off. I've got a new tv at the end of Aug and within a week Prime was still pixelating but not a lot and then Disney. It's only I when I came across this forum then I understood why. I called Sky who are fully aware of what's going on and have know for months but don't seem to overly bothered by it or rush to fix it or even to update their customers- just told me basically wait. In the meantime I go between watching stuff via my start tv and Sky Q. Sometimes Q is ok not issues what's so ever BUT recently my recordings are weird as well especially Sky Atlantic - doesn't pixelate but the recording studders and pauses. Without a doubt I'm leaving Sky when my contract is up waste of money. 

[Carmel25]

Yes new box with internal plugs arrived yesterday n guess what pixelating straight away. My main problems have usually occurred on Disney plus and amazon but now on the new box netflix( which I pay sky for) haven't tried any recordings yet but old box also had problems. In addition to the pixelating we've had stuttering, box turning itself off. Also tried everything now, this new box was the last resolve and hasn't worked...like alot of you have already said.

[Fabiog1974]

It's been over a month since the last update from a Sky employee on this discussion. @KevNewMedia any further updates on this matter?? Kind of annoying not being able to use any of the streaming apps through Sky Q!

[Hahaha2]

I've got around the problem, 😩😩😩😩, got my mini Box sat on top of Q box which is Pixalating all the time, which shows it's a problem with Qbix, as the Mini Box is not pixalating on Apps, Oh dear Sky you have conned all into buying Glass or a Puc, that old saying, NOT FIT FOR PURPOSE,? Get an update sorted or change peoples epuipment for Free and give them a years viewing for free? 

[Ollie+C]

I've got an engineer coming out on Thursday, but I don't hold out much hope of them resolving it.  I am worried if they swap my box and it doesn't solve it, that I might end up with other issues that I don't have with this box.  I had HDCP errors with previous boxes with my TV.  I haven't had that with this box.  

[Rambhi]

My apps have stopped pixelating but some crash after a while like Disney plus and now live tv is messing up. Recordings have glitches and almost every day the box fan spins into highest setting like it's been rebooted but whilst watching normal tv. Certain channels are popping in terms of sound etc. 

I've tried everything possible. Watched so much stuff biggining of this year without issue and during march is when the pixelated stuff happened on everything beside Netflix. As of right now that's the only streaming platform that works. 

btw I have the latest box. 1TB and now fan comes and goes but the box is cool. It's nearly warm. I simply can't wait anymore for a miracle fix. 

I have a feeling they've gone and messed up with some DRM thing that's messed with the firmware. And app developers have clearly fixed Netflix but without sky telling these app makers to fix their issues on skys newest updates. I swear it was fixed for a while and sky released sports plus app and messed things up. 

[Gavin-B]

We've been suffering from this issue for months now. I found this thread a while back and hoped that by now there would be a fix but it appears not.

We're getting it mostly on Prime, Disney+ and ITVX. I don't recall Netflix having problems. It's really annoying, especially as the adverts shown while we watch things are flawless.

We're out of contact so I'm very much considering leaving and just using the smart features of my TV.

It would be nice to get an update on the fix

[HOWARDWWW]

I turned on Sky TV this morning. The first thing I saw was an advert aimed at Sky VIP members,  thanking us for our continued loyalty down the years by offering us a number of events and activities we can apply for. 

I'm sure that I speak for a good number of Sky VIP members,  certainly those on this community forum,  when I say that I don't want free trips to the cinema,  the zoo, the ice skating rink, a Christmas pantomime or light display; I just want my Sky TV package to work properly  - to be able to watch a movie without the picture tearing itself apart or the screen going black halfway through. 

Sky - please sort this out and stop this Nightmare Before Christmas extending into it and beyond. 

[DF83]

I agree about the VIP adverts. None of that free stuff interests me, I just want the picture quality to be fixed. I saw another advert today about how Sky Cinema includes Paramount+. Which is great, but we can't watch it because of the pixellation!

Fortunately I can watch Netflix and Amazon through my TV, but I've basically put all content on Disney, Paramount, Apple and ITVx on hold until this problem is fixed. But there's a growing list of shows that I want to watch on those services. I haven't phoned Sky's helpdesk yet because reading new posts on this thread every day, it sounds like a big hassle to actually get anywhere.

This has been going on for 5-6 months now, its long past time for Sky to give some actual answers about exactly what has gone wrong, what is being done to fix it, and when its likely to be fixed. Not just "we're aware of it and we're working on it". Actual details, so that your customers can have some confidence that you will actually fix it.

[paulwdickson]

After many calls, tech checks and stressful waits in queues to speak to agents...who claimed not to know about the issue .....I got through. I claimed that the service was not fit for purposeand asked about platform change....with six months left on contract.

Long and short of it ... They offered equivalent service on Stream on a new 2 year contract....but would not offer the deal available for new customers.

I have decided to do nothing until April....if service fixed I will renegotiate...if not. I am off to EE.

I cannot renew with a company with such appalling customer care at this time. I dread the phone calls and denials of issues .....26 years with Sky likely to end.

[Macculus]

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@DF83 wrote:

I agree about the VIP adverts. None of that free stuff interests me, I just want the picture quality to be fixed. I saw another advert today about how Sky Cinema includes Paramount+. Which is great, but we can't watch it because of the pixellation!

Fortunately I can watch Netflix and Amazon through my TV, but I've basically put all content on Disney, Paramount, Apple and ITVx on hold until this problem is fixed. But there's a growing list of shows that I want to watch on those services. I haven't phoned Sky's helpdesk yet because reading new posts on this thread every day, it sounds like a big hassle to actually get anywhere.

This has been going on for 5-6 months now, its long past time for Sky to give some actual answers about exactly what has gone wrong, what is being done to fix it, and when its likely to be fixed. Not just "we're aware of it and we're working on it". Actual details, so that your customers can have some confidence that you will actually fix it.

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I wholeheartedly agree. I couldn't give a flying fig about ballots for cinema tickets or freebie ancient movies. I want Sky to take ownership of this problem (one that's of their own making) and tell us they've got it in hand and when it will be fixed. Sadly, for me I suspect this will come too late (if at all) as I've already decided I won't be carrying on once my contract is up.. And I've been a subscriber since the initial analogue days.

[Aimeec1]

@paulwdickson I am 💯 with you on that. 

[stevef73]

I posted in this thread in the early days but haven't done anything about it as I don't watch the apps that often. However, today Sky called me saying that my subscription was about to increase and they wanted to see if they could save me money 🤯

The result of which he noticed that my Sky Q box was very old (1st gen) and offered to send me a new one.

It will be interesting to see what they send me. 

Oh and he saved me £5pm.