picture and sound drop-outs

[Maledictor]

My sky q box suffers persistent picture and sound drop-outs when connected to my TV (Philips 65" OLED 908), both live or in recordings, but the picture is fine on the Sky Mini box. The TV has perfect picture and sound from my Samsung UHD Bluray and when streaming Netflix etc.  The connecting cable is an 8K high speed cable. The problem persists when I change from HDMI 1 (normal) to HDMI 2.  As it is, Sky is unwatchable for any length of time. Oh yes, antenna signal is 50% strength, 90% quality. Where do I go from here? Do I buy a Q bx off ebay or will Sky sort out the problem after the many £1000s I have paid over the many years??

[PandJ2020]

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@Maledictor wrote:

Do I buy a Q bx off ebay or will Sky sort out the problem 

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All Q hardware is loaned for the duration of your subscription.  (You cannot purchase them - boxes on ebay may essentially be 'stolen').

If the box is faulty Sky will replace it.  Note all recordings are lost.

Remember to remove your viewing card if swapped and check the power supply as some boxes come with a brick PSU.

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Oh yes, antenna signal is 50% strength, 90% quality. 

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If the issue is related to your dish/LNB/cabling those figures may not be representative.  Those figures are for a single transponder.

[Maledictor]

Thanks. Yes, I thought the boxes were rented - even tough I paid a lot of money for the very first one - but thought there might be a grey channel of imports. Anyway, I shall contact Sky and thanks for the reeinder that the recordings will be lost if the box is exchanged and to take the viewing card out.

[PandJ2020]

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@Maledictor wrote:

Thanks. Yes, I thought the boxes were rented - even tough I paid a lot of money for the very first one 

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Loaned, yes,  The charge was a (non-refundable) administrative fee and not a purchase price...

[IanSnow]

I have the same issue with my Philips Ambilight 77" OLED.  I have just have the SKY Q Box replaced and the issue is still there.  New box, now cable, I have tried the differnd HDMI ports etc.

[GooseBable]

I have the exact same issue. Updated firmware on sky q box and philips 65 OLED 809. Tried turning off all features on tv. Switching hdmi ports. Sound and picture drops out randomly. Worked fine on philips 55 led tv before. Currently can't watch sky q on it. Please help ! 

[Isnow]

I identified that the Philips TV did an update the day we started to notice this issue.

i am following up with Philips support team. Worth checking if your TV did the same. Seems a Likely cause especially as I have tried everything else.

[Toby76]

I have same issue on same 65OLED809 with sound drop outs, hdr signal intermittently dropping in/out, screen brightness up/down. Have had new sky Q box, new hdmi cables to no avail. Same issues. Has to be a Philips software issue as have only had this since last update? 

[Maledictor]

Interesting. I have noticed the "HDR Signal" flash up while watching the F1 UHD channel but it also occurs on SD channels, too. Sky has supplied a new Q box, so I was thinking in terms of poor aerial (Sky says reception is OK) or the TV - 9 months old with a 6 years warranty.  Extremely useful to know that my problem is not unique. So I shall ring Richer Sound on Monday - I have been using them for some 40 years and they have been excellent. Let's see what they say.

[Rog66]

Thank god for the forum  - Im getting the same on my Philips 42OLED809 - I was about to lose it with my sky q system. I have changed HDMI cable / port and swapped mini  boxes and still getting the same . I will contact Philips.

[Maledictor]

Philips advised a power recycle and a factory reset. It has not solved the problem. It is likely,, going by a comment from one of the tech support ladies, that Philips are aware of the problem and are working on a software upgrade. However, I suspect they will not admit readily because they may have to repair / replace the TVs if they cannot provide a solution in a reasonable time frame. I shall contact their support again tomorrow.  If they can't solve it, the retailer may need to supply a new TV as one has a right to expect expensive TVs to last longer than this and I have a 2 year warranty from Philips plus 4 more from Richer Sounds. When the TV works, the picture is fantastic.

[Rog66]

Mine was also from Richer sounds but its only a firmware glitch - I've asked them how I can downgrade to the pre 21 August fiurmware - hopefully they can provide a file we can upload over USB

[Isnow]

Hi Again

Philips provided instructions on how to install a USB with what looks like error log software.  Once the issue occurs again I can send them the file, I assume this will assist with the fault finding.

Not that easy to do unless you have PC and are moderately tech competent.

My issue is very on and off, can get a few days ok then a period where TV is barley watchable via the SKY box.

[Rog66]

Have found this site where others have reported downgrading has fixed the issue but its unoffical and if you dont know what youre doing you could make things MUCH worse. Will give it a go and see if I can get it to work.

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