Syfy channel intermitently pixelating

[squareeyeschris]

@DuckieBoos 

" Im thinking about reporting them to ofcom. " Best of luck with that one.

It would be helpful if people with the same problem who are reading this thread but not commenting would just register the fact to give Sky an idea of the number of people affected. They certainly won't do anything if there are only a few complaints but it might help to have a larger number reporting it.

[Daniel-F]

Hi all,

Sorry to hear about the issue you are having with the SyFy channel.

Provided you are only having an issue with only SyFy, please get me some exact dates / time stamps of when you've seen the pixelation in the last 5 days or any new examples of it so that we can get this send over to the relevant team to investigate. 

We would benefit from as many users as possible sharing individual accounts of examples & this would help investigation teams in narrowing this down so please share when you can.

Marked as answer (for now) to allow new users joining the thread to quickly see this request for more information.

Thanks,

[DuckieBoos]

@Daniel-F I think ive made it clear from the outset that the issues im having occur sporadically on Sky's live entertaimnent and movie channels including sky syfi and sky witness.  No other live channels have the issue. Ive not experienced any issues with on demand content. 

[squareeyeschris]

@Daniel-F 

Not just sy-fy

[DuckieBoos]

@Daniel-F 7.03pm Sky Arts. Green flash on screen just as Alfred Hitchcock presents main feature titles had started after the introduction to the feature by Hitchcock himself 

[DuckieBoos]

@Daniel-F  @squareeyeschris 

The latest I've just been told from an advisor  on Sky re my complaint. 

they are not actively investigating  it saying it’s not a “known issue” ????!!!!! 

It’s is a known issue I’ve told them!!!!

[squareeyeschris]

@DuckieBoos 

i must be unlucky because every problem I've ever reported is "not a known issue". I take that to mean that if only what they regard as a small number of customers have a problem then it's not worth their while bothering to investigate. So annoying - paying the full price for a sub-standard service.

[DuckieBoos]

Agreed and as I've pointed out to them when the BBC had sound issues on the former BBC ONE England HD channel which on shows like Strictly which is watched by millions only I and few others reported it. The BBC still investigated and discovered that they had a faulty sound board and fixed it. 

In reality how many people watch skys live channels and watch on sky stream? Not millions. In some cases probably not even in the thousands. So a smaller audience and most of them probably won't even report the issues if they even notice them. 

In any case Sky should take all reports seriously as the BBC did and investigate and not treat their paying customers in this way. 

[squareeyeschris]

@DuckieBoos 

These community pages are undoubtedly full of complaints like ours about unresolved issues. Maybe OFCOM would be worth a try after all. 

[DuckieBoos]

@Daniel-F @The replacement puck also pixilated. 19.47 Sky Showcase the Simpsons. Shocker 😞 

[squareeyeschris]

@Daniel-F 

I watched the 1200 showing of Voyager on SiFi today and there was a pixelation soon after the beginning. I happened to catch the start of the second (4pm) showing just now and the pixelation happened again in exactly the same place. This must be a problem with the incoming programme. Please fix it Sky. It's your responsibility.

[TJaze]

I have been experiencing pixelation issues on both of my pucks for a while now, most noticibly when I have been watching the National Geographic channel. So it is not just limited to Sky's own channels.

I have noticed it as well, while watching on Sky's movie channels , but I'm not certain how many are affected.

Like others, watching live broadcasts appear to be unaffected.

[Daniel-F]

Hi all,

On reading the thread over the last few days it's been confirmed that the separate pixelating issues reported by individuals could not be replicated on other devices on our end.  This leads us to believe at this time that the issues experienced are isolated to individual customer households, rather than the pucks themselves. 

Moving forward, you can find our full online help for troubleshooting this here: https://www.sky.com/help/articles/picture-problems-sky-stream-check to complete steps around picture issues. Failing that you are welcome to reach back out to our Community forums for help from other users. 

Thanks for using community to voice your experience with your Sky Stream pucks.

[squareeyeschris]

@Daniel-F 

Rubbish. Typical Sky cop-out. Blame the customer.

We've already established that it's not a problem with the pucks because replacement pucks make no difference. Your post is not an answer.

[DuckieBoos]

@Daniel-F  YOU ATE WRONG!!!! Just the kind of attitude I've come to expect from SKY! There is a clear fault with your distribution! Try watching your own output for more than 5 minutes and you will see!