Sky Q Apps pixelating

[Moonknight67]

I have raised a complaint online and only get instructions on how reset etc., I then got told to call them to go through procedures...the same ones I did before that didn't work! I told them this is known issue and just wanted compensation for not being able to use an offered service, and had the same reply offering to go through trouble shooting options with me!!! 

[Laing1]

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@Mr.+Wolff wrote:

So, after experiencing pixellating watching Netflix through the Sky Q app and 355 posts later - it looks like Sky havent yet recognised there is a significant issue. It happens pretty much continually throughout a 1 hour programme.

I've tried updating the system software for now, but I'm not pinning much hope on that.

All the more frustrating is that it seems to be a new issue, so something must have changed recently at Sky's end.

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@Mr.+Wolff Post 2 on page 1 acknowledges there is a problem and that Sky are working on a fix 

[Davidhk]

I am getting same problem with pixalating using Qsky box and broadband for netflix and iplayer  while no problems if watching them via smart TV.

But also today got similar issue with watching recording of channel 5 which is via satellite 

[Thondwe]

Update - latest software + reboot + app refresh and ITVx streamed a 2 hr Grace episode ok - too early to say all fixed but still

[gwe5000]

Having the same issue with pixelating on sky q app for Netflix and Prime etc. Would like to know when Sky are going to fix this. 

[Macculus]

@Thondwe Don't get your hopes up. I did all that, watched Aliens on Disney+ with no issues. The next day another programme on Disney was completely unwatchable.

[Bulldog1956]

There is a Communications Ombudsman, but you need to raise an official complaint through Sky first. Looking at the posts it doesn't appear that Sky are acknowledging complaints about this issue as they should. Complaint procedures are supposed to follow set timescales/provide updates to the individual customer, not provide a one off response on a group chat  😣

[JibbaJoy]

It's getting worse by the day for me - I'm having to reset the main box several times a day now as it just freezes with no output. Doesn't respond to the remote or the standby button.

Could be a seperate issue I know but I'll wait to see what the fix for the pixelating does before requesting a replacement.

[Bob+Niro]

Before you go to Ombudsman or relevant third party you will need to go through SKY's complaints policy. When you make a complaint they have to respond within 10 working days. If you're not happy with their response they will escalate it and look at it again at a more senior level. If you're still not happy you should be able to bring your complaint to an external regulatory body. I'm not sure who that is. If SKy's complaint policy is a proper one they should advise you who you can bring your complaint to.

I know a number of people here have made complaints including myself. It would be interesting to compare responses when you get them to see if there is any consistency?

[Scarleyyy]

Got a new box about 5 days ago issues started again this morning on q box 

[Therealtony]

I am having the same problem especially on Netflix but also ITVX and other apps

[omfsrb]

I have contacted sky. Awaiting an engineer visit.

Will update. 

[Govee]

@omfsrb @Ask him to show you the circular to engineers stating that this is a software issue and cannot be fixed, and to await a software update to resolve. My engineer showed  me on his tablet, wish I had taken a picture of it.

[stereohaven]

I have to be honest, I know it's frustrating, but Sky have already said in this thread it is a known issue that they need to resolve and whilst it may be taking longer than we all like, you are just wasting your own time organising engineer visits etc.

If you want to keep resetting your box, having it swapped, have an engineer round to tickle your dish or stand on one leg whilst praying as the same software update is downloaded for the 34th time, that is your choice, but none of it, including posting on this thread, is going to change anything.

They know it is an issue, they have acknowledged it in this thread in post 2, they are trying to fix it, there is no workaround, your box either works or doesn't.

If you want to apply pressure and see if you can get any form of compensation or faster resolution, you will need to raise a complaint.

[Bob+Niro]

@stereohaven , that's a fair comment but why can't they communicate this to their own front line staff and stop wasting everyone's bleeding time including their own?