Dolby Atmos audio drop out

[Jamie04582]

Drop outs today has been horrendous. Has affected all channels that I am watching. No change in setup or settings in Sky Stream. What's going on

[JamieLinds]

Appalling tonight. Watching live ch5 Traffic Cops. Multiple dropouts and they are taking longer to recover, up to 3s. Getting to the stage that it's not possible to follow a programme. Might as well cancel monthly UHD/Atmos subscription. Not worth it. Sky... where are you with this?

[JamieLinds]

@Daniel-F
@KevNewMedia

1 LG OLED77G45LW
2 Sonos ARC
3 Day of the Jackal S1E3 and S1E4
4 On demand
5 Sky on demand
6 20/11/2024

Audio dropouts:
20.20hrs (5 times) 20.21hrs (2 times) 20.22hrs 20.29hrs 20.32hrs 20.38hrs (long dropout) 20.39hrs (2 times) 20.40hrs 20.43hrs 20.44hrs (3 times) 20.56hrs 21.00hrs (3 times) 21.02hrs 21.11hrs 21.14hrs 21.23hrs (2 times) 21.32hrs 21.38hrs (2 times) 21.39hrs 21.41hrs (3 times) 21.42hrs

Video dropouts:
20.21hrs 20.32hrs 20.39hrs 20.43hrs (2 times)

So in just two episodes (99 mins) there have been no less than 40 dropouts, almost 1 every other minute. Even Sky must admit this is not fit for purpose, especially when this doesn't happen when using any of the apps via our LG TV at all. What are Sky doing about this? What about, at the very least, sending us a brand new, recently manufactured puck to see if the manufacturing process is at fault? Because at the moment there seems to be very little effort on Sky's part to get through the bottom of this. Even updates are few and far between and that's after the effort numerous people have spent sending in stats.

[Castiel109]

I have a LG G4. I disabled Dolby Vision PC and the drop outs stopped. 

[DavidBda]

@Castiel109 

Glad I found this thread as I'm having the same issues with brand new LG G4 65 and LG 90TY sound bar and sky puck.

It's doing my head in - I have 2.1 leads going from the puck to the tv and tv to soundbar via earc. Dropouts on the Newcastle v west ham (UHD) game and then True Detective season 3 and over the past week or so. Have subscription for UHD and Dolby Atmos. So seems the same problem as everyone else has. Will try the LG tv apps to see if any issues but certainly seems to be puck related...

[Dac20vt]

Yet to see a person having a positive experience and yet to see Sky take any form of action or acknowledge the issue.

If they hadn't let me exit my contract penalty free i'd have taken them to trading standards.

[JamieLinds]

Tried watching Lee tonight. Pointless. Had to stop. Within 5mins about a dozen dropouts. The fact that we're unable to get something that we pay for is a breach in my view.

It speaks volumes that Sky haven't responded, or indeed approached about a potential solution we could try with a newly manufactured puck. Consumers shouldn't be testing your products, nor attempting to come up with solutions.

Do we need this to reach a larger audience, in the absence of Sky failing to take note it seems? Martin Lewis maybe...?

[Castiel109]

I have a LG G4 65 connected to a sonos arc and a philips sync box...I had a lot of issues until i switched of Dolby PC on the LG, I did thast 3 days ago and have had zero drop outs since. I alos have an LG C1 77 connected to a Marantz and Kef atmos setup, again no issues when i switched of e-arc on that system. 

[Matt+Nunns]

Amazing Sky, now sound has just disappeared in the paramount app, you really need to get this sorted, it's beyond a joke!

[DeliveryMan]

TV....LG.C3

Audio....Denon 2700h receiver over eArc with quality cables.

I get intermittent Atmos/DV drop outs every 15 mins or so , it will lose sound for a few seconds. 

I can play Atmos/DV directly on the TV and my Nvidia Shield without issue. Add this to the occasional pixelated picture and it's a very poor service. I'll cancel soon if it's not sorted.

[DavidL1]

We've recently invested in the LG G65 and the new Sonos Arc Ultra sound bar. Initially, we had the Q box and had constant sound drop. So after of hours switching settings and cables we realised that Q was a problem. Often Dolby Atmos flashed up in the top right hand corner of the screen at the time of a sound drop. So after reviewing Sky Stream extensively we thought we would give it a go. Everything worked well until today when sound dropped both on live tv and streaming. It tends to be worse during the day and often improves at night. Haven't even unboxed the second puck as everything is likely to be returned to Sky. Native TV Apps work perfectly. We are now trying Dolby Atmos being switched off on the TV to see if it works. So, if there is no improvement Sky will be gone! This, after being a customer for 25 years! The dilemma is that we want live (not streamed) TV and Sky Sport but, have no aerial and shortly no Q box. Does the BT (EE) box have the same issues? We can’t get Freely with LG so suggestions for live TV would appreciated!

[M3rk]

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@DavidL1 wrote:

We've recently invested in the LG G65 and the new Sonos Arc Ultra sound bar. Initially, we had the Q box and had constant sound drop. So after of hours switching settings and cables we realised that Q was a problem. Often Dolby Atmos flashed up in the top right hand corner of the screen at the time of a sound drop. So after reviewing Sky Stream extensively we thought we would give it a go. Everything worked well until today when sound dropped both on live tv and streaming. It tends to be worse during the day and often improves at night. Haven't even unboxed the second puck as everything is likely to be returned to Sky. Native TV Apps work perfectly. We are now trying Dolby Atmos being switched off on the TV to see if it works. So, if there is no improvement Sky will be gone! This, after being a customer for 25 years! The dilemma is that we want live (not streamed) TV and Sky Sport but, have no aerial and shortly no Q box. Does the BT (EE) box have the same issues? We can’t get Freely with LG so suggestions for live TV would appreciated!

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Its a tough one as im not totally convinced this is just a "sky stream" issue, similar drop outs have happened to me using Atmos on my xbox / apple TV puck, so wouldn't put neck on line that another piece of hardware will be problem free. As youve mentioned native apps on TV dont seem to suffer, same for me, but that doesnt really give you the answer you are after.

[DavidBda]

@M3rk 

Have a look on the av forum re sound drop outs on LG G4 65. I found a fix for me (I have a G465/LG sound bar and sky puck). Essentially turned off quick start, did a power cycle and then tv reset. Then turned off auto updates, checked quick start was still off. Did this 3/4 days ago and no dropouts since. 

[M3rk]

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@DavidBda wrote:

@M3rk 

Have a look on the av forum re sound drop outs on LG G4 65. I found a fix for me (I have a G465/LG sound bar and sky puck). Essentially turned off quick start, did a power cycle and then tv reset. Then turned off auto updates, checked quick start was still off. Did this 3/4 days ago and no dropouts since. 

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hi @DavidBda will give it a go , thanks 🙂

[Dac20vt]

I use Atmos on Xbox, PS5 and Apple TV and have never experienced a drop out with any of them.