Sky Q Apps pixelating

[modii]

I had the old version sky Q box which was pixalating on apps used through sky.  The engineer came out and fitted the new version sky Q box and the apps and Sky cinema are now unwatchable.  Netflix and the other apps just keeps disconnecting from the Internet altogether and Sky cinema continously flicks a black screen up.  My broadband speed is 60.  I have had enough now.

[Richard+Byron]

Got a V2 box with external supply all is fine now thankfully 😅 

[JibbaJoy]

Take a look at this thread - it's a know issue:

https://helpforum.sky.com/t5/Sky-Q/Sky-Q-Apps-pixelating/td-p/4692163/page/8

[modii]

My new sky Q box has an external unit so it doesn't over heat but things are worse now than before.  The pixalation was very annoying but the disconnecting problem is far worse with the latest version sky Q box.  It is impossible to watch now.

[Halil1974]

I've just called Sky to complain and apparently they are aware of an issue and they are working on it. Next update it hopefully it should be resolved but no timeline given. We need more people to ring up and complain so they can deploy update much quicker 

[modii]

Follow up from previous remark.

I changed the old sky hdmi cable on my new sky Q box and its working.  No black screen or disconnecting from the apps.  If you have a new sky q box and still have issues it might be worth a try.  The engineer didn't change any of the cables from the old box.  No pixalation so far either.😊👌

[Govee]

@Halil1974

Same answer as in mid July then, don't expect anything soon!

[Juliejoy]

I emailed in my complaint and sent link to this forum.  Said new box with external power pack would seem to resolve issues for lots of people.  They rang me back following day (last Saturday), agreed to new box and engineer came out yesterday to install new box and all seems OK so far with no pixelation.  Engineer fully aware of issue and was really helpful.  Got us all set up and made sure everything, including mini box and all remotes working.

[Halil1974]

I also said if it's a know issue why hasn't there been something put on the app so everyone is aware it's very bad customer service. I assumed mine was due to old tv which actually did break down with no picture but there was voice. So I bought a new one but still using same issues in prime and Disney. I'm going to give them till the end of the month and if it's still doing the same thing then I'm going to call back and ask for an engineer. We all pay a lot of money to use Sky so this isn't acceptable. 

[BB5585]

@Halil1974 I wouldn't wait to call sky until the end of the month. This issue has been going on now for several months without a solution. You're only delaying the inevitable and not getting a service you are paying for. The V2 box seems to work for everyone (including myself) and I imagine the demand for a v2 box will increase whilst their availability will decrease.

[LorLor1]

I'm having the same issues and have been for weeks. Two engineer visits haven't fixed it so must be an issue at Sky's end. All apps pixelate intermittently it's so annoying. Would be good if Sky could tell customers what is going on, what they are doing to fix this and how long it will take. 

[Bob+Niro]

@LorLor1  What did the two engineers do when they called? Did they replace your box? Can you watch apps on your TV?

[Nigel4646]

My picture is breaking up when I'm trying to watch films on Netflix or Prime 

[Laing1]

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@Nigel4646 wrote:

My picture is breaking up when I'm trying to watch films on Netflix or Prime 

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@Nigel4646 I have moved your post into the large thread all about the problem you are having 

[LorLor1]

They did replace the box but that didn't help. It's only when watching though sky. Laptop is fine.