Sky Q Apps pixelating

[CympleCy]

Just to add in that ours has the same problems as mentioned 😞

[PGibson]

It's been happening for a while for us as well, Netflix, Amazon Prime etc. I've been following this thread the last couple of weeks hoping for a positive update.

We are on the Version 1 Sky Q box.

What I have noticed, and this may or may not mean anything, when watching on Amazon Prime we don't have the ads free version and whilst the pixelating seems to be getting more frequent when watching the program it never pixelates during the adverts.

I would watch on the TV apps but it is an ageing Sony TV and the software is running incredibly slowly. Maybe time for an upgrade 🙂

[Mattym63]

Well Sky contacted via email on the 24th of September asking me to reply with a convenient time for the Sky Q Technical to call me.

I replied on the same day asking for someone to call today between 3pm and 6pm and guess what now phone call at all.

Well thank you Sky for not following up, and not providing anyone here with a update since the beginning of September.

[jobes+joblin]

Anybody had a replacement sky q box as I am having problems with apps the picture is pixelated tried all suggestions from sky

[Simon+Stapes]

We're also getting this issue on Amazon Prime, it's very annoying and ruins anything we're watching on it.  We don't seem to have the issue on Netflix or BBC iPlayer though.  We'll be bingeing Slow Horses on Apple  when the new series finishes so hopefully we don't have the same issue on there.  I can't see us wanting to swap the box as we've got loads of things recorded we wouldn't want to lose, so I hope Sky can fix this with a software update soon.

[DenInKent]

Same problem here. Network is fine, Amazon Prime app pixelated and sound crackling. 

Amazon Prime working fine on a firestick, on the same network and tv.

Apps have been reset on the 1Tb Sky Q box.

Looking forward to a Sky fix.

[Bob+Niro]

I think you'll have a long wait. I'm a customer 14 years and actually thought their service was decent. However it appears to me now that they're such a big operation they don't care about the customer anymore. I've never heard of an organisation that you can't put a complaint in writing and expect a written response. They rang me twice re my complaint but I was unable to take a call so they emailed me saying my complaint was closed.

[Cowleystjames]

Had a local sky engineer come out to try and produce a fix. Moment he came in the door and I told him about this pixelation issue, he has the same, or did!

He says sky are acutely aware of the issue and working on it but they don't have any technical input to the apps only host them. 
However, as a temporary fix, and it works for him and since Wednesday when he did the same to my box it's been as good as gold. 
He dropped the output resolution to 1080i and watching a couple of movies and Agatha on Disney it hasn't pixelated at all. 
I know that's a bodge as you can't watch UHD, but you could always pop the resolution back up if needed on SKY. 
Be interested if you guys get the same result as me

[Sheldon]

We have the same issue with Amazon via Sky Q.  Sky Ultrafast broadband getting 152 Mb/s.

We watch Prime with adverts. The Prime content pixelates and buffers but the adverts never do. It's unwatchable at times. 

[Sheldon]

And we are already on 1080i resolution

[Govee]

@Cowleystjames @Presumably then, he advised you to stop paying your monthly charge for HDR?

[Govee]

Oops UHD

[Chodley]

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@Govee wrote:

@Cowleystjames @Presumably then, he advised you to stop paying your monthly charge for HDR?

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Well only if you don't want to watch sky stuff in UHD

personally using the apps on something else for now is preferable

tested Prime again today. No video issues but sound dropouts so I went back to my TV's app. Rings of Power S2E7 is pretty good.

[PaulTay]

Same experience for me. And it's started during the summer June/July. Before that all okay.

Happens when watching Netflix, prime, Apple TV and Disney+. 
Changed picture resolution on sky q box and makes no difference. Internet/wifi all okay and nothing else changed or added in the room.

Was beginning to think it was my Samsung tv until I saw this thread so clearly something else.

[JibbaJoy]

I'll repeat what a lot of us here have said - a replacement main box with an external psu fixes this issue. 

Demand one from Sky before supplies dry up.