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I have a Sony AF8 (ARC not eARC) OLED TV, Sky Q and a Sonos Arc Ultra. The setup works flawlessly and plays Dolby 5.1 and Atmos from all TV apps and streaming apps on the Sky Q box.
 

However, when playing Sky channels either live or recorded, the sound frequently does not play when switching to a new channel when the Sky box is set to either DD or DD+. If I quickly flick to the next channel and back again a couple of times it might start working, or if I go into the Sky settings and flick back to Normal (PCM) and then back to DD or DD+ it sometimes works.

 

i have been onto each of Sonos, Sky and Sonos and each one claims it is not their problem and to check with the others!

 

I am beginning to think that I have spent £900 on a white elephant that only works when it feels like it. I am beyond frustrated with this. The retailer (John Lewis) is not interested and Sonos support have been of no use either, so hoping someone on the community can restore my faith in Sonos equipment  

 

i also have a 1st gen Beam in another room and that works with the Sky Q no problem with this Sky Q/Sony OLED combo.

It’s actually likely that you’re missing the common link, the TV set. Your Sonos is getting the signal from the TV, the Sky device (which I’m not familiar with, since they’re UK only). The TV then should be passing on the signal to the Sonos. What it sounds like (no pun intended), it your TV isn’t handling the changes properly, and you have to ‘reset’ something for the signal to be properly passed through.

I would suggest a few things. First, check your TV for any updates from the manufacturer on the firmware it runs. Update it as necessary. It probably wouldn’t hurt to check both the Sonos and the Sky system for updates, although I’d hope both CS groups suggested that. I’d also reboot the TV completely, by unplugging from the wall for at least two minutes. Finally, if that doesn’t change anything, I’d go back to Sonos with a diagnostic. But I think thousands, if not millions, are using Sonos and Sky without much difficulty, which makes me think it is a local, and solvable issue. 

Thanks for the response Airgetlam. I have checked for firmware updates, rebooted and shared diagnostics with Sonos all to no avail.

 

 My last resort is to use a CEC blocker on the Sky Q hdmi output as I have read that may work..


Since posting I have seen other posts from people with a similar, if not identical, issue so I know it is not just me.  I still feel that whatever the cause I should have the option to return the Sonos as it is not fit for purpose in my use case.

It’s indeed unfortunate, I suppose, that the TV manufacturer or Sky has a bad implementation of CEC, when Sonos works with so many other devices worldwide, but if you can’t get them to change, I understand your position. 

You may find similar issues with other soundbars. Is the audio issue on main SkyQ box, or the mini SkyQ? There are several models of the SkyQ box, do you know which hardware version you have?

https://www.sky.com/help/articles/sky-software-updates

I would personally be on the phone to Sky, they may send a newer SkyQ box.

Have you tried to mute/unmute/change volume to see if that triggers the audio?

Also, if convenient, swap the Beam/Arc, ie try on different TVs.

Maybe worth swapping HDMI cables around too, in case the cable is failing.

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