Sky Stream Juddering

[purpleparrotuk]

@Angel_Aka Sky need to stop the Q38 update unless they want to replace every single puck that it is installed on. 

[JMesh92]

Yeah that's right! 

I wasn't aware of it, but now it makes sense. 

[purpleparrotuk]

Add a reply to the thread that was started about the update. Sky need to know how many people it's effecting. 

it's entitled Build Version QSE38.010.00P Glitch

[JMesh92]

I'm having the same issue too. 

Has only been since this update. 

[lainys]

Hi there @JMesh92 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Davidlm]

Early indications are showing the downgrade and reinstall seems to have resolved the issue. Since last night I have tried it over a couple of apps without any picture clipping issues at the moment. 

Lets see what happens when my other two pucks update.

[GJames]

Glad I've seen this. Have 3 Pucks around the house and all experiencing the same issue. Initiall thought it was an internet issue. How do you get the Pucks to downgrade?

[lettice]

I've reported this to Sky in our Superuser closed community area.

So, making Sky aware.

Anything further heard on this issue, will be reported here.

I will make this the temporary answer, for awareness.

[purpleparrotuk]

@lettice Thanks. Do you know how I escalate my issue with the newer version puck? (See my thread). I've spent 2 days on the chat and they just keep asking me the same questions over and over and changing advisers every few minutes so have to keep repeating myself and going round in circles I just want to help Sky if they need to change something in the pucks software etc. 

[lettice]

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@lettice wrote:

I've reported this to Sky in our Superuser closed community area.

So, making Sky aware.

Anything further heard on this issue, will be reported here.

I will make this the temporary answer, for awareness.

---

Sky have viewed  this thread and saythey noticed some differing build versions for customers mentioned with some similar issues.

So I assume from that it's not seen as a specific build or the current rolling out builds causing any issues that are seen  here or elsewhere that Sky monitor.

So it's seen as all I can think one of those with different individual issues.

I have unanswered my previous temporary post, above

You will each have to retry things even if you may have done so already, settings restarts of your pucks, power restarts of your TVs, soundbar/AV and even try broadband hub/routers to see if that helps.

Otherwise,  if none of that helps, you will need to call Sky to work through your individual issues.

[purpleparrotuk]

@lettice Sky are mistaken. No one in this thread has a different software version to what is mentioned in the subject of this thread. It's QSE38.010.00P with the issue. This is the only thread they need to be looking at for this issue. This happens on all programmes not just UHD like the other thread, that's a different problem You need to contact them again. 

[lettice]

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@purpleparrotuk wrote:

@lettice Sky are mistaken. No one in this thread has a different software version to what is mentioned in the subject of this thread. It's QSE38.010.00P with the issue. This is the only thread they need to be looking at for this issue. This happens on all programmes not just UHD like the other thread, that's a different problem You need to contact them again. 

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Understand how frustrating it is when issues occur.

We are only Sky customers like you and yes it did seem to me some similar issues and some similar builds may have been the cause, hence why I thought may warrant a flag. Of course, some issues can be tricky to pin down and it's all too easy as we know for any of our devices across manufacturers for to blame a release. Hence, why Sky do their differing level UI builds gradually over a monthly period to ascertain such trends and to minimise such things. We like you have no view of that.
I've passed on the findings and relayed what was mentioned by Sky, they will be aware of this thread, so I Myself will not feed back again.

As mentioned, if you feel it needs further help and tried the above as I mentioned, which I expect you may have tried already, all I can suggest is to persist with calls to Sky to see if they can help further.

Sky can look further into issues around network background and other back end data for your pucks, if they feel the need.

For now, I will say no more on this Myself, as I have no more to offer at this time.

Think it would be good to work in tandem as you and others already have within this thread that have similar issues to find some more ground though and hope you do get some resolution.

Have found for tge more trickier issues that sometimes can help.

if you do see any other threads  with a similar issue, always worth directing that customer to this  thread and for clarity we can always merge that into this thread, which helps keep it all flow better and for awareness.

[Tesla451]

I am on build version QS040.011.00P on my second gen type B puck. The puck has never felt more smooth and responsive 

[JezzaP1]

I too am on build version QS040.011.00P  UI version 3.204.1

[purpleparrotuk]

@JezzaP1 if thats on the new puck then the new pucks are ok anyway. It's Q38 on the pucks with the black power cable.