Picture Intermittently Pixelating - Many Channels

[Blatt75]

We're getting this pixelated issue on all the Sky channels. More frequently on Sky Cinema along with crackling sound or the sound going off for a few seconds. It doesn't happen on Netflix or Disney, just Sky channels. 

[Bluegiraffe]

Samples from TLC and ITV, send within 15 min

Saturday  9 Nov just after 22:00

After the first image was taken, the puck output went black. Had to return to the menu and re-select itv.

This is happening all the time now

Bluegiraffe

 

 

 

[Bluegiraffe]

More 4 Sat 9 Nov 22:28

I saw someone posted that the breakup happens in the same place if you rewind the steam. Mine is different every time, which seems to indicate a decoding issue.

Will stop posting these now

[Bluegiraffe]

That this is new, never had these issues before. But it's getting progressively worse. 

We have now lost picture at least 5 times just in the last 2 hours. Breakup,  stream goes  black.

The are other people having this problem and Sky are obviously aware that this is an issue, hence the "Answered" status on the discussion. 

Bluegiraffe

[Super+Anthony]

Sometimes I have restarted the puck but doesn't seem to make much difference. I have also brought a better 2.1 hdmi cable and hasn't completely stopped the issues

[Dave266]

We have had our Puck for over a year, and not had a problem with pixelisation until yesterday evening. Now it is pixelating on all of the Sky channels, worst on Sky Sports. Even getting the Black screen. 

[Uniform576]

How very strange that it's started to play up now?🤔

[Super+Anthony]

I had both last night @Dave266 

[Dave266]

We had to watch Wolf Hall on Freeview last night, as the pixelation was so bad through Sky. 

[Bluegiraffe]

Just for giggles I connected the puck via Ethernet - same issues

Bluegiraffe

[MarkGoldsmith]

---

@Bluegiraffe wrote:

Just for giggles I connected the puck via Ethernet - same issues

Bluegiraffe

---

When you did this, did you also disable the Wifi in the puck settings, and then rebooted the puck? There have been cases where the change in settings don't actually apply until a reboot, and if you have the Wifi enabled and an ethernet connected it will still default over to using the Wifi for some reason.

[Dave266]

Ours was connected with Ethernet, but swapped to WiFi for a laugh! Same!!

we are just out of contract, so looking for alternatives. 

[Bluegiraffe]

Mark

I did, and confirmed that the Network was getting the IP adress from  Ethernet

I hope they can sort it out TBH, I'm not on contract but have a lot invested in getting my wife to feel comfortable moving to Stream from SkyHD+. People underestimate how hard it is sometimes to switch. I am still amazed by how easily people just drop something and move to something else, just to have similar (or worse) issues 🙂

I will be calling Sky to get something out of this though - it's pretty dismal

Bluegiraffe

[Bluegiraffe]

Actually I did NOT restart - doh - not too optimistic - turn it on and back off again 🙂 but to be fair I have seen many strange things, I work as a QC Engineer in the medai industry so not discounting anything. Will reboot now

[Bluegiraffe]

Right - and I can see an immediate difference - which I'll take, but my wifi speed is certainly not the issue.

So...happy...but suspisious as many others still have a problem

Will update again later

Bluegiraffe