Sky Stream UHD Content on LG OLED Inconsistently Works

[Cloud1]

Dear all,

I believe I have a very unique situation and thus I am struggling to find an answer to resolve my problem. 

I have the Sky Stream puck plugged into my LG B4 OLED 2024 model, using an HDMI 2.1 cable.

When I change the channel to UHD content, such as with Sky Sports or Movies, the screen will pause momentarily before loading the picture and then the menus will become darker and the UHD content will be shown. However, the picture will come across very grainy, almost as if somebody has placed a colour filter over the screen. The image and sound play smoothly with no lag or delays. Except that the picture is unwatchable due to the grainy effect.

I have come to one solution and that is that every time this occurs, which is currently the majority of the time, to reset the box via the settings and then when I load UHD content, it always works 100% of the time. Until the next time the box goes into Standby and I load it up again and the cycle repeats itself.

I have expressed this to two customer service representatives at Sky who keep fobbing me off with it being an internet issue. But, I explain to them that if I had internet issues then the channel/shows don't load, let alone smoothly play UHD content, albeit in a grainy format.

Sky's customer service representatives also tried to fob me off to LG, as it is their settings causing an issue. But, if this were the case, then why is it that when I reset the box, the UHD content works without me having changed any TV settings.

The cherry on the cake is that apparently Sky don't do engineers for Sky Stream.

So, I beseech you people of the internet to assist me in my attempt to watch UHD content without resetting, every single time.

Please see the attached images to help understand my description.

 

 

Thanks a lot.

[BenJoBanjo]

@Cloud1 

Could it be to do with HDR? Is the HDMI input on your TV set to receive HDR signals? On LG it tends to be called Deep Colour - you should turn this on so that the full bandwidth UHD HDR signal can be received. 

[BenJoBanjo]

@Cloud1 

Now that your photos are visible I see the problem clearly. Terrible. 

Is the HDMI cable you are using less than 3 metres long? Have you tried a different HDMI cable? 

I'd be tempted to insist on a replacement puck. 

[Cloud1]

Hi,

It is less than 3m in length.

I didn't consider changing the cable, as it will always work following a restart.

[Cloud1]

I'm unsure. But, I can check.

However, I didn't feel it would be a settings issue, as a reset of the puck always does the trick

[Cloud1]

I actually have two pucks, one is linked to a non oled TV, so I can try to swap them around to see if the issue is puck related.

[Cloud1]

So, I have swapped the pucks around and tested it multiple times and this has immediately resolved the issue.

But, the fun doesn't stop there.

I then spoke to Sky again today, and they advised that because I have internet issues, (which I am trying to remedy by upgrading routers by paying an additional £4 per month), this is why my issue persists.

To which I said, if my internet issues are ongoing, why has my issue resolved. To the extent that she almost didn't send me out a new puck, only after a great deal of convincing.

I remember Sky being much easier to deal with back in the days. This felt like a conversation with virgin media. This review they should really ponder over.