Sky Q Apps pixelating

[Chloe-W22 · Accepted solution]

Good morning everyone,

I want to thank you again for your continuous contribution to this thread and apologise for the inconvenience this would have caused when trying to use apps on your Sky Q box.

Our support teams have been working on this issue behind the scenes, and a fix has been deployed into the most recent software update: QR270.000.10.09. Following testing and customer feedback, we believe this has resolved the issue.

This software update is being rolled out throughout November so if you don't have this yet don't worry, we expect all customers to have this by the end of the month.

Thanks,

[type-r]

Woohoo! 🙂

I posted about a new software update in Post #777 - looks like the signing out of my apps after update 5U193ht (10.09 as mentioned in post above) was related to this new release. Hope this works for everyone.

To Sky @Chloe-W22 and @KevNewMedia - I've mentioned it before but it would be better for the end customer to have more transparency in the fix process and better joined up communication with your support teams. This would lead to better customer retention and much better customer experience, in my very limited view. 

[Bob+Niro]

@Chloe-W22 @KevNewMedia To re-iterate what has just been said why were your front line staff not informed of this issue when taking our calls? How difficult would it have been to communicate this issue to your agents and their approach to customers could have been something like ''I'll take you through some trouble shooting tasks first but please note we are aware of a software issue that we are currently working on and this could be the issue for you''. It's hard to believe that you have lost customers because of this.

[Govee]

Just to advise that, after almost 26 years with Sky, this is my last day.

So sad that they had an issue that front line staff denied, and took months to fix ( if it is fixed, not going to bother checking on my last day)

A different story every time I complained and varying levels of compensation offered to me and others on here. Add to this my being missold 'free'  cinema and children's tv' for one month, because the rep was so sorry I was having problems, and wanted to give me something for being with them for so long. All lies, as it would have automatically renewed and I would have been charged.

Customer service has been on a steady decline for a few years, but that now seems to be the norm in most service industries, so no point moaning about that too much.

Anyway time to move on, hope the problem has been sorted those on here who battled with it and to Sky... So long, it's been good to know you (most of the time).

[CympleCy]

Tried updating but my version didn't change

Let's see if it happens before end of the month

[Chodley]

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@CympleCy wrote:

Tried updating but my version didn't change

Let's see if it happens before end of the month

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Yeah, not usually worth yrying to force it, it should just happen overnight and it's a batched deployment.

[Mark84G]

I am on the new uodate... it still happens. Infact the black screen app crash issue is worse

[Carmel25]

Have you let sky know? I was hoping this new update was going to fix it.  Sorry to hear it hasn't resolved it

[Chodley]

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@Mark84G wrote:

I am on the new uodate... it still happens. Infact the black screen app crash issue is worse

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What about the pixellation?

What version software and hardware?

[Dolphian]

Hi can anyone direct me sky help is useless re its navigation. 

i am constantly getting error message or black screens when trying to watch any app on sky be that Disney. Prime Netflix etc. 

I usually have to exit and restart and wait for next time it flips. 

Sky were supposed to send me a new box but haven't if this is issue I have sky qi

believe and this is only issue had. 

[Chloe-W22]

Hi all,

An update to the above - the download stream is now available to manually update the software on your Sky Q box. So if you don't have the QR270.000.10.09 update already and don't want to wait for the automatic rollout, you can go to Settings > System Info > Setup, and perform the software update🙂

[ian+galloway]

Sky sent me a new Sky Q box and it has external power supply . Fingers cross, installed now so we will see!

[stereohaven]

I have been testing this update today, I have a standard 1TB Q box, internal power supply, hardwired to a BT Smart Hub 2 and just over 60mbps.

The YouTube pause issue appears fixed, with no issues on HD or 4K content, although I did get a brief audio dropout on resume. I do have Premium, so can't see if there are any issues with adverts.

So far I have tested Netflix (Arcane in HD HDR), Disney+ (Deadpool & Wolverine in UHD HDR) and Prime Video (Cross in UHD HDR) and haven't experienced any pixelation.

[GlynGRE]

Cheers for update. I'll monitor mine over the next few days.

[CympleCy]

Unfortunaltey didn't work for me 😞