Sky Sports UHD picture keeps stuttering

[Super+Anthony]

If I did, do I just swap it with the other one? @Tesla451 It doesn't though say when you request one, about ending after a month etc on My Sky app

I agree with @SKY1992bf as well and have no intention on getting second hand one and outside of Sky for the reasons mentioned 

[Gareth61]

@Tesla451 when I say V1 or V2 the differences are that V1's are model number  61  and  V2 are model number 61B. V1's are made in Vietnam and the V2's don't specify.  V1 has a black power adaptor and the V2 has a Grey power adaptor. Whether we call them V1 or V2, the difference in performance is significant. So significant the V2's (61B) model  actually work.  Lucky for me I received 2 x V2 (61B) replacements and I have not looked back. So something is different!!! 

[tvboy55]

@Super+Anthony According to sky's website you have to give 31 days notice to cancel whole home and return the puck - from my experience over the past 2 weeks dealing with replacing pucks Sky state specifically which serial number they want back so if you did  get a V2 there is a strong possibility they would ask for it back if you cancelled .

I don't understand why they don't just offer you a puck swap you will have a 50% chance if getting a V2 . It won't cost  them anything.

I know every contact we have with them is recorded on our account , so they will have a record of your previous requests .  

Maybe one if the superusers could try and help you .

[Tesla451]

@KevNewMedia it would be really nice if you could reach out to @Super+Anthony and provide some extra help as he has been a real help on this page and he is struggling with health issues. Does sku not have a special team to help customers with extra needs 

[Mark39]

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@Tesla451 wrote:

@KevNewMedia it would be really nice if you could reach out to @Super+Anthony and provide some extra help as he has been a real help on this page and he is struggling with health issues. Does sku not have a special team to help customers with extra needs 

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I suspect @Super+Anthony may already be being looked after by the Customer Priority team.

[Super+Anthony]

Thank you @Tesla451 @tvboy55 

[Tesla451]

Thanks @Mark39 

[KevNewMedia · Accepted solution]

Hi Everyone

We want to acknowledge that this issue has been ongoing for some time now, and we’re very grateful for the patience you’ve shown while it continues to be worked on.

We appreciate how disruptive and disappointing it is to be affected by a fault for this long, and we’re genuinely sorry for the continued inconvenience this has caused. Please be assured that the problem has not been overlooked.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[JStewart15]

How come when you speak to sky no one knows about it and it must just be a me problem?

[Dallen116]

I cancelled my UHD and just watch sports in hd and  got 4k on HBO Max instead

[Paul.Oz]

I took a chance and ordered an additional puck over the weekend. It's just arrived and I appear to have struck lucky and received the "B" variant.

i was suffering through this issue with both my original pucks constantly so will replace one of them with this new one after work today and report back when had time to confirm how it goes.

[Super+Anthony]

It looks like I will have to go though paying the extra £ if I want to try and get a v2 one which is unreasonable . 

[cemyon]

"Please be assured that the problem has not been overlooked" - if that's the best comfort a sky employee can offer for a serious problem that's been affecting numerous loyal customers for several months, then I'm completely underwhelmed!

No mention whatsoever of the measures to correct this highly irritating matter that have so far been taken  or that may be taken in future, or even a vague predicted timescale for a future resolution. 

[Tesla451]

@cemyon Incredibly poor and pointless update 

[da1eb7150]

I've 2 v2 boxes having had them replaced within 2 days of each other as I received the v1 boxes when I took sky out a week ago 

watching the darts in uhd and it was skipping and randomly putting subtitles on the screen but trying to turn them off showed they were already off