Sky Q Apps pixelating

[Chodley]

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@Thondwe wrote:

Agreed to some extent that it's a software problem.  But I agree with others that the device is running need it's limits.  Under the covers it's running Linux (I assume) and the Apps maybe coming via Android emulation (which I think means that they are shared with Roku etc?)  

Anyway, inevitable changes to Linux over which Sky won't have control over and the 3rd party Apps - mean that they demand more resources over time and the Sky Q box is just too slow (having the external power block means the CPU overheats less).  If Sky Stream is also seeing this, then same applies - software has grown much for current hardware.  

I've moved to using a lot of apps on an Apple TV (though iplayer doesn't have subtitles on that platform - known problem with "standards"!) and may consider Sky Now in future and stop paying the hardware rental premium for the Sky Q/Satelite disks etc.  With the added benefit of reducing the need to deal with Sky support!!

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Each gen of Sky box had a faster SoC so it's bot just the external psu that's a factor

The thing is, the apps didn't really change when this problem started. It's not like they suddenly demanded loads more CPU.

[Richard+Byron]

Our Sky q box is pixelating on all streaming platforms, customer service was utterly dreadful, the customer service agent kept asking me the same question making me repeat back to him then got me to go to settings and change signal type which had nothing to do with the problem and stopped ordinary signal! There is a problem with the WiFi receiver we have 400mbps coming through; soooo annoying Sky, it may be a different story if you had sky broadband which the agent seem to imply! 🤷 

I wish I could offer a solution apart from I have decided to invest in Devolo hard wired plug in adapters, expensive but worth it to watch uninterrupted!

[Mattym63]

@Richard+Byron  I would hold off on buying the adapters as this is a actual software issue with the SkyQ boxes and we are waiting on a software update from Sky but they don't even know when that will be ready.

There have been a few people that have gotten a new SkyQ box V3 that has a external PSU and they have reported back this has fixed their pixelating issues, this hasn't been confirmed as a absolute fix or not not work for everyone as its a software issue not a hardware issue.

[Richard+Byron]

I was angling for a new box, is this new feature standard or even garaunteed if you have a new box, given that they send out reconditioned boxes sometimes, anyway it's too late now! Thanks anyway I'll try and get this new box  possible 

[The+Gwim+Weaper]

I use Devolo devices and they will not/do not resolve the pixelation issue.  This is a software stream decoding issue.  As someone stated earlier, later hardware revisions had faster/better processors.  I believe the latest firmware ihas caused the processor to have problems decoding stream in real-time causing incomplete frame decoding visualised as the pixelation/image issues 

[Richard+Byron]

Oh 🤦 

[JibbaJoy]

Oh??? 

Yes, Sky screwed up but still they manage to keep it hush hush to their own staff and affected customers - shame on you Sky

[The+Faber+Family]

We have Sky Broadband and are having the same issue. If I go directly to Prime via my smart tv no issue. If a go though my Sky Qbox, pixels are distorted regularly. To me the problem seems to be with the box not with the internet as others have be implying. 

[The+Faber+Family]

Mend to says "others" meaning customer service

[Tim-A-E]

My sky apps - Netflix, Disney etc all freeze and pixelate. I assumed it was the WiFi so have connected the sky box directly to the router but it's still happening. I've also connected the TV directly to the router and Netflix etc works fine through the TV. Could the problem be with the sky Q box and if so does anyone have any ideas? 
thanks! 

[Megahard]

@Tim-A-EYou need to contact Sky and ask them to replace your Sky Q box with the v2 hardware version. I assume you are still using the v1 Sky Q box (32B062)? I had mine replaced 5 days ago and have not had any issues with pixelation. The v2 box (32B106) has the external power supply is also HDR compatible which the v1 box is not. I phoned them last Friday and a new box was shipped to me next day. You need to have your old box disconnected to hand over to the courier when they deliver the new one.

[Tim-A-E]

ok, that sounds great - thanks @Megahard 

[JibbaJoy]

@Tim-A-EDon't forget to remove the viewing card from the old box before giving it to the courier.

[JCT9632]

I received my replacement box hardware version 32B206, no external power supply, yesterday lunchtime.  I have watched about 6 hrs of Netflix and Prime since receiving the box with no problems.

[Macculus]

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@JCT9632 wrote:

I received my replacement box hardware version 32B206, no external power supply, yesterday lunchtime.  I have watched about 6 hrs of Netflix and Prime since receiving the box with no problems.

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@JCT9632 This is the same model number as my box, and I'm afraid to say I have the issue. I have previously managed 4 days in a row without any pixelation , but it's mostly completely unwatchable (especially Disney+).