Sky Sports UHD picture keeps stuttering

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for bringing your experience to the Community and making us aware of this problem.

We apologise for the inconvenience, and thank you for your patience. Our support teams are investigating with priority, and as soon as we have more information, we will let everyone know.

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

[Headbanger74]

Just to say I'm in the same position as other posters on this thread.

 Connected via Ethernet, no other internet issues, and sound set to pass through.

UHD Sport, football in particular, has been near unwatchable the last couple of weeks.

[Harbour+Wolf]

Why is this showing as 'answered'?   Had the same issue with a 1Gb connection wired or not.  Don't get it at all on glass, do get it on pucks, UHD sport only.   Have tried so many things.  If I reboot the puck just before a game I can get to half time without juddering if I'm lucky.   When I've called it in I've been told it's my WiFi/ network.   Half tempted to move to Sky Broadband just to make it Skys issue.   

[RhYnoECfnW1]

Yeah it's definitely NOT a connection speed issue. It's only on pucks and only on UHD sport. It's like the puck can't handle a 4k stream without struggling with it.

[tvboy55]

Just tuned  to  sky f1 uhd for todays race and -- black screen  but sound. had to reboot to get a picture this is another ongoing issue ... !! Happens on all my pucks and tvs 

[MyJaybee71]

Appreciate you picking this up. It does look like a general puck issue with 4K UHD.

Are you in a position to confirm, suggest remediation or advise otherwise?? 

This is an additional paid subscription feature, so expect a swift resolution.

Thanks 

[GD1]

@tvboy55  Had Black Screen on F1 UHD for approx 15 seconds when changing to that channel, didn't need to reboot puck though, connected via ethernet.

[tvboy55]

Maybe  I am to impatient but it's definitely longer than 15 secs , frustrating when you can hear it . 

[Dazzasky]

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@Harbour+Wolf wrote:

Why is this showing as 'answered'?   Had the same issue with a 1Gb connection wired or not.  Don't get it at all on glass, do get it on pucks, UHD sport only.   Have tried so many things.  If I reboot the puck just before a game I can get to half time without juddering if I'm lucky.   When I've called it in I've been told it's my WiFi/ network.   Half tempted to move to Sky Broadband just to make it Skys issue.   

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If you read the "answer" then it will answer you question @Harbour+Wolf 

[tvboy55]

The sound on the F1 coverage live now is absolutely  atrocious 🤬🤬

[GD1]

@tvboy55  There are no sound issues here with my puck connected to a Sony 7.1 amp and also set to auto in the Puck settings  menu.

Have you tried changing the sound settings from what you currently have it set to?

Is he puck connected to  TV or AV Amp?  any soundbars?

[tvboy55]

No it connected directly to my tv , Ethernet hard wired 1.2 gb service connected , the whole  part of Karun  at the Sky pad was unwatchable.  It's better now but still the occasional glitch . 

[Harbour+Wolf]

Thank you.  I did read it. Maybe I misunderstood.  Does it means we don't have an answer but we're working on it?  

[Geayson]

I am getting the same pixilating, freezing and juddering on the F1. Have tried all channels on UHD and HD (main event, F1 and live sync channels). It's highly annoying this is what we pay a lot for these moments in sports 

[kph103]

Its disgusting that this hasnt been resolved . Ive had this issue for weeks ( internet speed 450-550mps) 

It really is annoying. I have tried resets but makes no difference. 
Please sort it out