Sky stream - picture stuttering/frame drops

[Antb73]

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@Chris820 wrote:

Update : happening again at 6:50

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I'm going to cancel my sky tomorrow. They have put a note on my account that I can and without early cancellation fees. They have killed the pucks. But shouldn't be saying people can leave, they need to fix it. 

[Antb73]

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@MartinSkingley wrote:

I just called Sky to lodge a formal complaint and they wouldn't let me!! Ended up telling me that I have a 'faulty puck' having checked in with the diagnostics team and they've sent out a new one. They couldn't tell my what the fault was though when I questioned this! Just that it was my puck that was faulty and they didn't see any 'outage' or any 'issues on their system' with anything like I had told them about, despite me mentioning the countless online complaints of exactly the same manner. 

I will inevitably be phoning back up in 24-48 hours when my new puck arrives with the same issue occurs. But perhaps not. 

Might be worth more people calling to see what other 'fixes' they have to prescribe. 

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This is crazy because when I phoned them earlier today, the guy got me to test one thing and that was it. He then said he was reading this thread and saw there is clearly an issue with the pucks since last update. 

[SkyStreamWilts]

Mine has actually stopped glitching now, finally.

I haven't had any problems for at least a week.

[Chris-G83]

Mines still ok today. Been behaving since yesterday afternoon. Keeping everything crossed!

[Antb73]

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@Chris-G83 wrote:

Mines still ok today. Been behaving since yesterday afternoon. Keeping everything crossed!

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That's good news.

[Lal1121]

I'm using sky q and having the same problem it looks like. A very slight jitter on the picture when streaming every 20-30 seconds and it has. I've started doing it in live tv also

[Antb73]

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@Lal1121 wrote:

I'm using sky q and having the same problem it looks like. A very slight jitter on the picture when streaming every 20-30 seconds and it has. I've started doing it in live tv also

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That's the first time I've seen someone reporting this with Sky Q. What on earth are Sky up to? 

[JKD]

Can you tell us the various firmware, OS, UI versions on your puck? In lieu of Sky tech doing any analysis perhaps we as a community can spot a trend or a stable configuration?

[Chris820]

I'm QSO40 0.29 

[JonnyThePanda]

Thats my firmware also.

[Antb73]

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@JKD wrote:

Can you tell us the various firmware, OS, UI versions on your puck? In lieu of Sky tech doing any analysis perhaps we as a community can spot a trend or a stable configuration?

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I suggested this the other day as it may be an update to one of the other parts of the software.

Mine are as follows.

Sky OS: 1.3

Build Version: QS040.029.00P

UI VERSION: 3.183.0

PLATFORM VERSION: 8.4p29s2

Hardware Model: IP061-ef

I've also noticed screen tearing when scrolling menus and some apps. This never happened before the stuttering started.

I still maintain it's a Cache problem.

[Antb73]

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@KevNewMedia wrote:

Hi Everyone

Thank you for bringing this problem to our attention.

We're sorry about this problem. Our support teams are investigating this issue, and as soon as we have more information, we will update everyone.

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

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Are you or any of your Sky colleagues going to update us on this issue..We are being told we can cancel our contracts without early termination fees, how does that help us? I and many others here find the silence completely unacceptable. You have not updated us since 1st July and there are now customers contacting ofcom about this situation. 

I came from years with VM and joined sky June last year, and now I'm cancelling. Why isn't anyone able to update us on a fix?

[darling412001]

I think the glitching is probably the fault reported on here by many users and apparently is being investigated by Sky at the moment. Probably something introduced with the latest firmware updates 🤷

[KevNewMedia]

Hi Everyone

Thank you to everyone who has reported this issue and shared their experiences.

We're sorry it's taking longer than expected to resolve. Our support teams are actively investigating this with priority, and we'll provide an update as soon as we have more information.

I'll mark this post as the current answer so everyone can easily find the latest update.

Thank you for your patience.

[dilbert999999]

Just an update from me on the 3 pucks and their various versions...

Main puck with major stutter and lag on menus

• Sky OS  1.3
• Build QSE040.033.00P
• UI 3.235.0
• Platform version 8.4p33s1
• Hardware model IP061-ef

The following 2 are both fine

• Sky OS  1.3
• Build QS040.029.00P
• UI 3.235.0
• Platform version 8.4p29s2
• Hardware model IP061-ef

• Sky OS  1.3
• Build QS037.058.00P
• UI 3.247.0
• Platform version 8.1p61s1
• Hardware model IP061-ef

I seem to have a mix across all these of Build, UI and Platform Versions