Sound dropping

[TKJ]

Hi, I’m having ongoing sound problems with my Sky Stream Puck.

Ever since returning from holiday and reconnecting everything, the sound keeps cutting out intermittently, sometimes after 5 minutes and sometimes after 20 minutes.

I have a Sony TV and Sonos Beam soundbar. I’ve tried different HDMI ports, a new HDMI cable, restarting and resetting the equipment, but the problem continues.

Netflix works perfectly through my Sony TV with the Sonos soundbar, so the problem appears to be related to the Sky Stream Puck.

I’ve spent considerable time troubleshooting this and would now like Sky to investigate and arrange a replacement puck if necessary.

[Danz994]

Hi there, 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

[tangerine+rick]

Similar issues here - Sonos Arc, which works absolutely fine with anything directly from the tv, Netflix etc. Watching the football yesterday was ridiculous, 401 or the real time channel (also juddering as well as the sound problems). I reset the puck, but after a short while the sound started dropping again. 

Later on, it worked fine for the first half of a game, only to return with a vengeance for the second half. I had to change the sound settings from pass through or auto to Dolby Digital plus as Atmos was unbearable. I noticed that there are similar issues being reported on the Q forum. 

For clarification, it isn't just on the sports channels.

[Danz994]

Hi there, 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