Sound problem with Skybox

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rprosser

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#305907 12-Jun-2023 20:59

Does anyone else have this sound problem with the new Skybox? About 2 times a night the sound drops for about 2 seconds. This appears to be regardless of the TV channel or stream or recording being watched. If it's a recording & I rewind for a few seconds, the sound then plays OK.

Also the sound / video synchronisation varies all over the place. Some programs are OK, but others are way off.

And don't mention the latency with the remote.

We've also had a complete crash, requiring Sky support to perform a full (factory?) reset and the Wifi connection has lost it's marbles twice, requiring a re-connection stetup (although it's been OK since I made it's local IP address static).

I've contacted Sky support 3 times now with the sound issue but am yet to hear anything back Other than a suggestion to keep a record of the outages and let them know in a week. Which I did, 2 weeks ago.

Handsomedan

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#3089274 13-Jun-2023 09:13

We have the old MySky+ box and we're also having a few issues with fluctuating sound levels. Only been the last few weeks

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rprosser

36 posts

Geek
+1 received by user: 9

#3099205 3-Jul-2023 19:42

Update.

The sky tech. has come and replaced the skybox but it hasn't fixed all the problems. We're still getting occasional sound drops but the video & internet drops haven't come back. I found this explanation on the Samsung website https://www.samsung.com/us/support/troubleshooting/TSG01202002/ which is a possible fix - yet to try although I have tried changing the HDMI cable without improvement. Will update further if it looks like a proper fix.

rprosser

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+1 received by user: 9

#3108276 26-Jul-2023 13:46

Latest Update

The samsung 'fix' didn't have much / any effect. We're still getting sound drops of 2-3 seconds, about twice a night. I tried re-routing the optical audio feed directly to the amplifier but there was no improvement so I don't think it's a TV HDMI timing or incompatibility issue.

With the new sky box though the video drops have reduced as have the internet disconnection so there's been a major improvement there. Since the skybox has been replaced we've only had about 1 event of each.

Discussions with Sky are continuing, although it takes them about a week to respond to emails, even when they asked questions.

It looks like something we'll have to put up with, at least until the next FW upgrade.

And aparently "Sky Box Office" is not available on the new Skybox - yet. It just took us a while to notice.