Sky closed my complaint, suggesting the issue had been fixed because of the software update. It hasn't so I've had to open a new complaint. The advisor suggested it was my HDMI port on the TV or the cable that was the issue, slighly embarrased and annoyed by that suggestion. I've requested to leave Sky contract now, this has been happening since I moved from Sky Q to Sky Puck Steam mid April and every time I complain I get a new advisor who tries to get me the basic steps time and time again, try rebooting, try different port on the TV, are the cables connected correctly ..etc.. Aweful. I finally spoke with a technician at the weekend who is due to call me back Monday, he advised my s/ware version is correct and latency is not a problem, and reviewed this community channel. He asked me to move from ethernet to wi-fi so we could rule out another problem, which i've done, and problem still persists, so here's the summary of what it is not:
* it's not specific to wi-fi or ethernet (i've tried various ports and cables)
* it's not the port on the TV or the hdmi cable
* it's not latency issues with my broadband
* it's not UHD vs HD
* it's not the specific puck, as I've tried swapping my 2 pucks, both have seen it
The common pattern - the TV and puck have been on a few hours and the issue only ever seems to occure after 5pm UK in the evening. A restart or pull the plug and put it back in resolves the issue until the next day.
I'll be moving back to ethernet once I speak with the technician hopefully tomorrow and this latest info might help in the debugging, as he has been reviewing this thread. If the issue isn't formally acknowledged and resolved quickly I will be leaving Sky after 17 years and moving to FreeSat and standalone streaming services, this current issue and lack of ownership and real support has been frankly very bad customer experience.
