Sky Witness problems

[Kirsty+S27]

Hi all,

Thank you for raising this to us. Can you confirm if this is happenng live on the channel? Or is this happening on catch up/ ondemand content as well?

Thank you. 

[Yorkyman55]

Hi there,

it's happening on the live channel but haven't noticed it happening on catch up at all personally. I first noticed it on 22nd September when I was watching FBI and FBI International. It also happened the following evening whilst watching FBI Most Wanted. The same happened again last week whilst watching the same programmes. At first I wondered  if it was possibly something to do with the FBI series, however, whilst Blue Bloods on 3rd October on the same channel it happened on there also. I rang SKY the following day and was guided through the SKY Rebuild+ process which the advisor on the line told me may work but possibly not straight away. Last night I put the channel on to watch the 2 FBI programmes and didn't notice it lose sound at any point so it's possible that this process has worked. I will be watching FBI Most Wanted tonight and fingers crossed it won't happen there either. Will post any update here if things change.

[Kirsty+S27]

Hi @Yorkyman55 

Thank you for letting me know. If you can keep this thread updated if you notice sound issues over the weekend and I will raise this to the support teams. 

Thank you. 

[HungryBear]

I was watched both Sky FBI and FBI International last night and I experienced sound loss on both programmes intermittently which included sound loss on the adverts as well.  Also my picture broke up a couple of times as well like it does when we have a heavy rain storm.  Whilst it does seem to be an issue with the Sky Witness channel, I have also experienced the sound loss several times on the National Geographic channel and this happened last night whilst I was watching Ice  Road Rescue at 8pm.  When I experienced the sound loss I was watching all the channels live at the time.

[HungryBear]

Hi Kirsty

Just watched FBI Most Wanted on Sky Witness at 9pm tonight and just prior to the start of this program, the advert that was on lost the sound and the picture broke up briefly.  Then FBI program was ok until the last 15 minutes when I lost the sound at 9.45 pm and again at 9.48 pm.

Earlier this evening I watched Ice Road Rescue again which I had recorded from yesterday and the sound was fine although I did record it on +1 so not the same time as the one I watched live yesterday and there were no problems with the sound dropping out.  Not sure if the issue with the sound only happens in the evening or during the day as well as I have only really noticed it in the evenings as I am at work during the day or out and about at weekends so never watch tv during the day.

[HungryBear]

Hi Kirsty

Last night I was watching Better Human Better Dog at 9pm live on National Geographic Wild and the sound cut out at least half a dozen times whilst watching the actual programme and once during the adverts.  I recorded it and watched it back again tonight and never lost the sound once!  So I think the sound is only cutting out during live broadcasts and from what I have experienced over the past few weeks, it seems to be occurring when watching live programmes around 9 pm to 10 pm.

[HungryBear]

Kirsty

Another update.  Was watching Bull last night live at 10pm on Sky Witness and the sound cut out in the last 15 minutes of the program and also during the adverts.  Rewound the last few minutes as missed what was said and when I rewound it, the sound was fine.

Now watching Ice Road Rescue Wednesday night live at 8pm on National Geographic and the sound has cut out several times and for several seconds each time including during the adverts.

This is really getting extremely frustrating especially as this problem has only started in the past few weeks. Sky really needs to find out what is causing this issue.

[Yorkyman55]

Hi Kirsty,

 The  possible solution of a Sky+rebuild that was given to me by one of your colleagues over the telephone has not cleared the problem. I've just turned over to Sky Witness to watch FBI after watching ITV for over 3 hours (without any problems whatsoever) and within a minute or so the sound cut outs started again. Like @HungryBear  I tried rewinding a few minutes and when replaying the sound was fine. 

[HungryBear]

Hi Yorkyman

I can also confirm that I have just watched FBI at 9pm on Sky Witness and the sound kept cutting out.

[Kirsty+S27]

Hi @Yorkyman55 @HungryBear 

Thank you for providing further updates to us. I understand this is happening on live TV - Has anyone seen this on on demand or catch up tv for this channel? Also from the information supplied I can see that +1 channel worked fine. I will add the note that the National Geographic Wild channel is also affected. 

Let me know if you notice other channels or prgrammes in the meantime. 

Thank you. 

[HungryBear]

Hi @Kirsty+S27 

Just started watching Better Human Better Dog at 9pm live on Nat Geo Wild channel and the sound has cut out 4 times already now and only just 18 minutes into the program!  This channel was affected the same last week.

Thanks 

Hungry Bear

[Yorkyman55]

Hi Kirsty,

I watched a recent episode of Blue Bloods a couple of weeks ago via on demand and the sound was okay during that.  It seems to literally only happen when I am watching live tv on particular channels late evening around 9 pm

[Kirsty+S27]

Hi @Yorkyman55 @HungryBear 

Thank you both for providing further details. I have raised this for investigation. I will update this thread with updates as soon as we have further information. 

Thank you for keeping me updated on this. 

[HungryBear]

@Kirsty+S27 

Hi Kirsty - I watched Better Human Better Dog which I had recorded yesterday at 9pm and there were no issues with sound loss on the recording.  So it was only an issue when watching it live.  The sound cut out a couple more times after my initial post last night.  Also as Yorkyman55 said, the problem does seem to be occurring mid to late evening especially around 9pm to 10 pm.

Hungry Bear

[DebbieM]

Watching blue bloods at the minute & sound is cutting out also cut out whilst watching anything to declare over the weekend