Sky Q losing sound

[JackieA71]

When watching any channel or on Apple TV, sound drops out after a few minutes and we have to go to TV home page to bring it back. This happens more and more frequently whilst watching TV until viewing sound only lasts seconds.  Have followed all the instructions online regarding resets and software upgrades without success. Trying to speak to someone at Sky is impossible. 

[LauraMac38]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[JackieA71]

Hi Laura, I've tried to click on the speech bubble but the screen doesn't respond to me.  It has a question bar at the top stating "how can we help?" but there is no facililty to type a response. Three dots below are flashing alternately, having waiting a few minutes for something to change, I've had to abandon the attempt.  Can you help, can I speak with someone by phone rather than AI / automated conversations as I really feel I am going round in circles.  Thank you for your help

[Me134 · Accepted solution]

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@JackieA71 wrote:

Hi Laura, I've tried to click on the speech bubble but the screen doesn't respond to me.  It has a question bar at the top stating "how can we help?" but there is no facililty to type a response. Three dots below are flashing alternately, having waiting a few minutes for something to change, I've had to abandon the attempt.  Can you help, can I speak with someone by phone rather than AI / automated conversations as I really feel I am going round in circles.  Thank you for your help

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Nobody can phone you from here as your Sky account isn't linked to your forum account, you'll need to phone or chat with Sky directly. Either 150 on a Sky broadband landline or Sky mobile or have a look at https://www.sky.com/help/articles/contacting-sky