Sky Q random frequent sound dropouts

[Area255]

Happy to report that since the last update, I no longer have sound drop outs on Discovery. 

[thequeenschees]

Same here but with a Denon speaker and it's only been happening for the last 2-3 months seems to happen nor on YouTube for me but also happens on other scenarios live TV, recordings etc never happens in nine sjy TV inputs. 

[BillMu]

Recently had my Sky Q box replaced, due to original one's hard disk failing. New box has sound dropping out every few seconds for all Sky sources (all channels, streams and recordings) using Dolby settings into Arcam AV amp. I have tried both optical and coax connections to amp (using converter for the Sky Q optical o/p to coax). What I notice is that if I wind back a recording and replay, the drop-out occurs at a different place, showing that it is not the source but the audio output that is at fault. There must be thousands of Sky Q boxes out there - how many people are having problems? Is it a widespread problem, or just a rogue bunch of audio DSPs in some boxes?

[donbidyre]

I have been experiencing these symptoms intermittently (i.e., sometimes not occuring at all) ever since switching to SkyQ (years ago). This was using TV audio via HDMI (Samsung TV), with or without Dolby enabled.

Any suggested config changes only prevented the issue for a short period (if at all) & simply rebooting the box seemed as likely to temporarily fix it.

However, I have to say that the occasions when the issue shows itself have become much less frequent, to the point where it rarely occurs nowadays. I have not changed the SkyQ box, the TV, or the cable, so I'm assuming that software updates to the box, or the TV have substantially improved the issue.  Either that, or I've just been lucky lately & have probably just jinxed it 🤔.

[Jesson15]

Audio drop outs have been terrible today during football, SS UHD main event/Atmos. Fine when switching to Premier League channel. This is via the optical to a Marantz receiver. I'm sure all boxes are affected but I bet many don't use Dolby Digital+/Atmos so we're in the minority.

[58Mike]

Totally agree, today has been the worst ever for sound drop outs . I found if I paused then started again it wasn't as bad....... but oh no, it then caught up as it were, just as bad. I just don't understand why Sky are in denial about it. If I had access to another streaming service I would definitely change. Just sick of the drop outs and Skys lack of interest or urgency to sort it!!!

[Area255]

Agreed. Watching Hoffman Family Gold from yesterday,  and it's the worst it's been in weeks. 

[carlosky]

This has happened to me during the Liverpool v Chelsea game on Sky Sports Main Event UHD channel. Sound dropping & clicking every couple of minutes or so. Switched to Sky Sports PL HD & accessed UHD via red button & sound was fine.

[carlosky]

Forgot to say, tv is LG OLED65C14 & amp is Denon AVR X2500H. Connected using HDMI.

[Area255]

Hey Sky. HEY SKY!! ARE YOU LISTENING?  What is the point of this community if there's no assistance or feedback from Sky?

[Laing1]

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@Area255 wrote:

Hey Sky. HEY SKY!! ARE YOU LISTENING?  What is the point of this community if there's no assistance or feedback from Sky?

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@Area255 Afraid you are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

[Area255]

OK. If this community isn't being looked at by Sky, then a) Sky are missing important feedback,  and b) it's usefulness it's limited. 

[Laing1]

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@Area255 wrote:

OK. If this community isn't being looked at by Sky, then a) Sky are missing important feedback,  and b) it's usefulness it's limited. 

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@Area255 Sky community managers do read the forum posts and pass things on but the majority of replies are from other customers helping each other 

Reading back through the pages of the larger thread about this problen (see link below) it appears that the original problem was sorted in August as there is a break in posts from August to this problem thats being reported in October so almost 2 months without a problem being reported maybe the original problem has returned 

https://helpforum.sky.com/t5/Sky-Q/Sound-dropout-on-main-event/m-p/4554304#M629387

[BillMu]

My problem of intermittent sound dropouts on both live transmissions and on playback (but in different places if I replayed that section of recording) continued all through until my subscription finally ended on Thursday last. I raised this technical issue in my reason for cancellation and had no response back from Sky about this.

[58Mike]

It's a shame you had to leave but understand. I've had engineers out on multiple occasions and had 3 new boxes and still the issue remains! Sky have a software issue and refuse to acknowledge it!