Sound problems sky stream

[Brad212]

I have sky stream puk , when using apps or live TV or any other entertainment on it the sound crackles and sound distorted through soundbar I spoke to sky they said. Change audio setting to pcm stereo instead of auto or Dolby digital and that solved the issue but I want it back on auto but can't as issue comes back , sound on soundbar is perfect no faults when playing films through usb external harddrive 

[Padam_Padam]

How is your equipment connected? Is your Stream puck connected directly to your TV then eARC to the soundbar, or is the puck connected directly to the soundbar? 

[Brad212]

Stream puk is hdmi straight into TV then sound is through optical cable from TV into soundbar

[Padam_Padam]

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@Brad212 wrote:

Stream puk is hdmi straight into TV then sound is through optical cable from TV into soundbar

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Then the issue is most likely caused by your TV converting the electrical HDMI audio input connection to an optical audio output connection. What make/model is your TV? Check the audio settings to make sure it has pass-through enabled or make sure the optical output is set correctly. 

[Brad212]

It cant be the problem as I have had the sky puck and same TV , soundbar set up for over a year and no problems it only started today the problem and pass through is enabled 

[Padam_Padam]

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@Brad212 wrote:

It cant be the problem as I have had the sky puck and same TV , soundbar set up for over a year and no problems it only started today the problem and pass through is enabled 

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Try giving everything a reboot then. Turn all devices off at the wall for a few minutes then power them back on and allow them all to restart. If that doesn't work then it might be worth pestering Sky for a replacement puck if it was working fine before. 

[Brad212]

I did all that and no joy and apparently sky have just said they was made aware of this issue in April and they are aware and trying to resolve for customers 

[Paul520]

I'm having small problem. Even though the muppets are aware of the problem they do bugger all about it when u call. Restart the box turn off the box etc etc ......if they know there is a problem why don't they recall the bloody things . I'm paying for a service I'm not getting . Having to reboot and turn off the box every time which is a pain in the backside. I thought Virgin where useless  but sky have gone downhill so much . I'm now having to wait until the 10th Feb to have sky q connected as sky stream is not fit for purpose. When calling get disconnected all the time by people who.obvioulsy can't help and just want to get rid of the problem for.someone else to deal with. What a way to run a business.  Sky should be ashamed but of course they don't give 2 s***s.

[Mike1272]

So I've spent thousands on sound And tv spent hundreds on hdmi I pay sky for all the bells and whistles and all I seem to do is struggle with distorted sound I know it's the stream puk as everything else has no issues and all you get Trotsky is restart go through settings lol I'm now an expert on sound lol sky are a joke who constantly call to offer this that and the other for a service that is very flawed it's a shame as when it works it works well 

[Falenta]

I've had issues with Sky since "upgrading" to Stream last year.  Audio/picture delays, programmes not playing or loading, you name it. 
the crackling has also been there from the start but it just seemed to get worse lately. Not sure why. 
I think I need to request to go back to sky Q but I remember the customer services told me I'd need to book an engineer for that. Not sure why as all the cables are still where they were when I disconnected last year. 
I agree that Sky are absolutely useless. As a member for 10 years I've witnessed them just go downhill and not give two craps about their customers. 

[Mike1272]

You'll get charged £20 admin fee too  I'm close to telling them to stick after being with them for so long but certain programs are only available through sky I also pay extra for sky digital plus lol I must be stupid or just hopeful they will fix the issue 

[CoffeeDrinker]

@Brad212 You may be better off setting your puck to output Dolby Digital as an optical/SP-DIF connection cannot handle Dolby Digital Plus.

With your Puck sound output set to Auto, it will attempt to negotiate outputting Dolby Digital Plus. If that can't be negotiated, then it will try Dolby Digital and if all else fails, it will try PCM stereo. Passthrough will output Dolby Digital Plus and will not try to negotiate anything with other devices.

Optical connections come from the days of PCM stereo, Dolby Digital & DTS and the standard was set well before Dolby Digital Plus format was created.

The crackling you are getting could be your puck, TV and soundbar trying and failing to negotiate a mutually supported standard. Setting your  puck to Dolby Digital will make sure that it is outputting a sound format that is definitely supported by your puck, your TV, your soundbar and the HDMI & optical links between them.

[Mike1272]

Mine is a new Samsung sound bar running through hdmi eARC the stream box is the Issue sky tried telling me it was the sound bar then a sore comments on here I've tried every setting going and yes I have the optical option but why should I when I pay extra to sky for all the bells and whistles 

[Falenta]

It's good to get some info from someone who actually knows their stuff.  Sky are absolutely useless.  It's like they've been told not to accept any responsibility for anything. 

I once had a customer service advistor tell me that the reason there is interference in my internet signal at home is because my fridge is giving off a frequency which can affect it.  Now there's possibly a little bit of truth in the theory but basically the puck was new and the system was having teething issues, however, Sky just wouldn't admit to it! Lol Unbelievable.

Thanks @CoffeeDrinker for the advice, I'll try changing the sound settings on the sky puck!