Sky puck sound truly abysmal since update 2 days ago

[nicky15]

We had a priblem a couple of days ago when our Netflix account was not available through our TV, despite having been used woth our streaming account prior to that. My sky ID also was compromised. A long phone call to Sky eventually suggested reinitialising the Puck which eventually, and with a couple of resets enabled Netflix (although SKy dsaid our account would beautomatic but it wasn;t). However, since then the sound quality is even worse than it was before the update. It was bad before and is now abysmal. We have a Sony sound system with 5.1 systme. I have tried every combination of settings. The rear speakers are intermittent, we now have to have the sound at 100% and the speach is virtually inaudible. We were vaguely happy with our previous sky q. although reception was affected by the weather but changed to Streaming because we thought it would be more reliable (and cheaper). Soe far the play from start has been useless, we have had intermittent issues with Netflix and Amazon Prime and more improtantly the sound quality is horrendous. I have now ordered another sound system in the hope I may be able to hear dialogue and not have the sound turned up to 100%. We were sold this system as good video and excellent sound. It really isn't/ We are in the process of complaining to Sky about various things to di with the account change but they have even failed to phone us back as promised. Customer service leaves a lt to be desired.

[Mark39]

Have you checked your Puck's sound settings? They've most likely been reset to default.

[nicky15]

Many times. Tried resetting them many times as well as rebooting - still terrible.

[Chrisee]

@nicky15 if the dialogue level is low for some reason you have lost the central channel in the 5.1 mix. The reset will have set the pucks audio output to Auto which is great if it works but some systems cannot correctly decode the higher audio standard like Dolby Digital Plus. Dolby Digital should be safe. Only use Atmos setting if you sound system supports it. PCM is straight forward stereo audio but given most programmes don't carry a surround signal you wont miss much especially if your Sony sound system can produce a surround effect as most can.

[nicky15]

Thank you for the reply. but we had reset the Puck - again and again after the update. We tried every setting - auto, PCM, passthrough, dolby etc. We changed the sound settings on the surround system and on the TV. We did eventually get the rear speakers but dialogue was swamped by the background music, to the point of being inaudible. Upping the output on the speakers hasn't helped and even at 100% volume, dialogue was still indistinguishable. When we discussing the sound with the Sky salesperson, we were promised the sound would be as good, if not better than the Sky Q - important to me as I have hearing problems anyway. Our experience so far does not reflect that. 

[Mark39]

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@nicky15 wrote:

When we discussing the sound with the Sky salesperson, we were promised the sound would be as good, if not better than the Sky Q - important to me as I have hearing problems anyway.  

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That's certainly my experience, so I'm not sure what's going on with your setup. If the replacement sound system doesn't resolve it, you might want to ask for a replacement Puck.

[CoffeeDrinker]

@nicky15 @Which model of Sony surround system do you have? And how is it connected to your Stream puck/TV?