Sound dropping on UHD on sky q

[D-D]

For some reason on UHD channels the sound is dropping for a second here and there. Absolutely fine on HD channels.

I've tried DD+ and DD on the audio settings and it does it on both. 
I've reset the box and that's not done anything either...: any ideas ?!! 

thanks! 

[K+Robson]

I'm watching the Brentford v Man C game and it is still happening. Sony A80J oled tv, sky q box, no sound bar. Only seems to happen on Main Event and less of an issue if sound setting switched to 'normal'.

Anyone at Sky going to comment on this problem affecting customers or offer some advice on how to fix the issue? Thanks.

[AE22]

Im currently having the same issue. Its definitely worse on live football for some reason. Audio cuts out for a split second but happens often throughout the full match. Happens on other channels too but not as often. 

[DushmanH]

Yesterday and today on top of the lip sync I've noticed audio cut outs every 20-30 seconds on sky sports main eventuhd 401

Anyone else experiencing the same? 

[DushmanH]

Same issue here

And cannot watch on pl uhd select because of the lip sync issue

Received a temp new box today and as expected that hasnt fixed it. 

Very frustrating especially as tnt ultimate works fine

[Worsley]

Same for me, onetime started last few days but UHD channel has constant sound drop for 2-3 second. Happens if live football or studio sound, has to be an issue from broadcasting as HD channel is fine.

 
Sky what's the issue and fix 

[Lesterp]

Yep - same problem here. Spent ages updating firmware on soundbar and adjusting everything I could. Still regular drop outs. Seemed better by selecting HD first, then press select for UHD. Do they broadcast different sound encoding? (E.g. is UHD Atmos and HD/UHD Dolby plus!)

[Tom-W19]

Hi @D-D 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

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

[neilsmith72xxx]

Mine drops for about 40ms every 5 minutes or so, they fixed it once a while ago but this problem just keeps on coming back, definitely remember it happening a couple of years ago

[Mallie48]

Same problem here as well and agree switch to Sky Prem League and red button UHD and the problem disappears . Come on Sky get Main Event UHD sorted! 

[Simpson1]

I'm having the same issue... changed the hdmi cable to certified high speed 8K to see if that resolved it but still the same.

Live football is the worst for drop outs and it's more noticeable when I set the sound to Dolby Atmos, obviously because it's a fuller sound output so stands out more, but even with the sound output set to normal on the sky Q box it's still present and noticeable.

No issue with the TV or Soundbar because the sound is perfect when watching other media from a different source (PS5 / Netflix through the TV app and not sky box..etc.) ... it's only the signal coming from the Sky Q box that the issue appears.

Any ideas would be greatly appreciated...

my Sky Q box is a couple of years old now.. should I ask for a new box ?

[Mr+Flibbles+86]

We are still looking to help you @D-D. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[mikealanr]

Would this not be better in the Sky Q forum? 

MikeAlanR

[horseman57]

Almost one week later from posting on here about this issue, I've got the darts on and its STILL dropping audio/stutter.

Pull your finger out SKY and get this fixed!!😠

[Shakermike]

I'm getting the same problem, sound cutting out every 30 seconds or so on channel 401. Had it a six months ago and it went away but it's started up again a week or so ago. Can rewind a couple of seconds to resolve it but it's hardly a satisfactory solution.