Sky Q Apps pixelating

[Juliejoy]

@type-r 

Thanks.  I'll try calling them this week.  Our Sky Q box also 8 years old.

Julie

[Govee]

@Juliejoy @Raise your complaint on line and select call as your choice of contact. They call you back, usually on the same day.

[Juliejoy]

Thank you

[Peteh55]

A representative of Sky has said it's a known issue on a group chat and they are trying to fix it. None of Sky support staff have recognised this, in fact they've denied knowledge of it. There is no public acknowledgment by Sky of either the issue or the action plan and timeline to fix this. Apparently complaints are not being acknowledged so there seems little point in pursuing this route. Bottom line appears to be live with it until Sky can be bothered to fix a problem they haven't officially acknowledged to customers or support (but perhaps to their engineers) and forget about compensation for a problem that doesn't exist! Arrogance of the highest level - to treat customers in this way is unforgivable. But there's no point in pursuing this because they really don't care. Dysfunctional monopoly on a par with the utility companies. It's ironic that those users who access all this illegally for free (I do not I pay for sky prime Netflix tnt sports Apple etc) are probably getting a better service. Shame on Sky.

[Laing1]

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@Peteh55 wrote:

A representative of Sky has said it's a known issue on a group chat and they are trying to fix it. None of Sky support staff have recognised this, in fact they've denied knowledge of it. There is no public acknowledgment by Sky of either the issue or the action plan and timeline to fix this. Apparently complaints are not being acknowledged so there seems little point in pursuing this route. Bottom line appears to be live with it until Sky can be bothered to fix a problem they haven't officially acknowledged to customers or support (but perhaps to their engineers) and forget about compensation for a problem that doesn't exist! Arrogance of the highest level - to treat customers in this way is unforgivable. But there's no point in pursuing this because they really don't care. Dysfunctional monopoly on a par with the utility companies. It's ironic that those users who access all this illegally for free (I do not I pay for sky prime Netflix tnt sports Apple etc) are probably getting a better service. Shame on Sky.

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@Peteh55 so have you read post by the Sky employee  on page 1, the one ,marked as the answer follow the link below to read it 

https://helpforum.sky.com/t5/Sky-Q/Sky-Q-Apps-pixelating/m-p/4738724#M664015

[Peteh55]

I read the post and specifically referenced it in my comment. 

[Bob+Niro]

@Laing1 in fairness it may be clear what the issue is to about 200 customers here thanks to @Daniel-F daniel but what about the 1000s of customers who are ringing SKY daily and the unhelpful information they are been given by SKY employees who are unaware of the issue i.e. try updates, try refreshing apps, replace box. They are wasting people's time. How difficult must be for a communications company to get a simple message to their front line staff???

[type-r]

Ok, a small update. I received my new Sky Q box (which replaced my previous 8 year old Q box). As many people have also said on here that even after a box update, they are still experiencing the pixelation issues.

However, having installed the new box today and watching a couple of programmes via Netflix through the Sky App, I noticed no pixelation whatsoever.

I then checked the software version:

Software version: Q270.000.08.00L (5u193c0)

This I believe was the previous version, and I would I assume didn't have the pixelation artifacts as part of that release. 

Around July, a new software was released:

Q270.000.10.02L (5u193hm)

In my limited knowledge and opinion, this update introduced the buggy artifacts. 

I just hope the Sky Q box does not do an auto-update over night, as it's so nice to watch shows again with no seemingly no issues (yes limited sample size but zero issues after watching for more than hour).

Shame people can't roll back manually!

[Meldrewman]

Also a shame that Sky can't follow this simple rollback process - or can they?

[Macculus]

@type-r Sorry to be the bearer of bad news, but I was on the older (8) version, complete with app pixelation. Am now on the later (10) version, also complete with app pixelation.

Both these software versions have this issue.

[Laing1]

@type-r and strangely i dont get the pixallation on any of the apps and i'm on the latest software. Perhaps you now have a box that isn't suffering from the pixallation 

[type-r]

Interesting @Macculus and @Laing1 . 

For sure there seems to be a timeframe that this issue started occuring. Many people including myself started noticing the issue around July this year, which kind of points to a software/firmware update. Be interested to know how old some of the users Sky Q boxes are and if Sky have introduced some kind of new encoding/decoding transmission of the picture that may not be compatible with older boxes perhaps? Not sure of course but whatever Sky did introduce, it's certainly not compatible with all Sky Q boxes.

Watching Prime via the Sky app now and still no issues using the new box. Just posting my experience in the hope it helps some people.

[Laing1]

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@type-r wrote:

Interesting @Macculus and @Laing1 . 

For sure there seems to be a timeframe that this issue started occuring. Many people including myself started noticing the issue around July this year, which kind of points to a software/firmware update. Be interested to know how old some of the users Sky Q boxes are and if Sky have introduced some kind of new encoding/decoding transmission of the picture that may not be compatible with older boxes perhaps? Not sure of course but whatever Sky did introduce, it's certainly not compatible with all Sky Q boxes.

Watching Prime via the Sky app now and still no issues using the new box. Just posting my experience in the hope it helps some people.

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@type-r I have the older V2 2TB box with the external power supply which I was given in October 2017 never had any problems with it 

[type-r]

@Laing1 - interesting and strange at the same time. Can't see a pattern. 

If my box updates itself to the latest firmware and I see the pixelation issue again, I'll report back again

[Macculus]

@type-r  This definitely started happening to my box in July, possibly coinciding with the Sports+ addition to the box (as far as I can tell).  Hardware version is 32B206, which is the 1Tb box I think. I updated week or so ago to Q270.000.10.02L (5u193hm) in the hope of a fix, but it only made things worse....