topic Re: Lip Sync issues - Sky Stream in Sky Stream

Freezing still happening

Super+Anthony — Mon, 30 Dec 2024 19:19:16 GMT

It's still happening on Stream with intermittent freezing. I have mentioned to Sky team and they were very helpful

Once again is nothing to do with our ISP or network. Mine has been tested once again by my provider and it's all ok. They have also said if it was my system, it would affect my other gadgets, but everything is fine.

The issue lies with the puck and Sky need to do more with the system and enhance it

The puck is an improvement from Q but is not currently up to scratch with streaming and possibly can't cope with the speeds .

Re: Freezing still happening

Mark39 — Mon, 30 Dec 2024 19:55:24 GMT

Why do you suppose the Puck works perfectly ok for most customers?

Re: Freezing still happening

Veii — Mon, 30 Dec 2024 21:47:50 GMT

Either because they mainly use On Demand, or possibly because they don't use the live TV feature or the "Watch from Start" feature that doesn't work properly for nearly everyone.

Re: Freezing still happening

Anonymous — Mon, 30 Dec 2024 21:50:06 GMT

The pucks work perfectly for me. Watch live tv 90 percent of the time. Virgin media broadband

Re: Freezing still happening

Anonymous — Mon, 30 Dec 2024 21:51:21 GMT

The pucks won't be changed for at least 2/3years imho

Re: Freezing still happening

Veii — Mon, 30 Dec 2024 21:52:25 GMT

Every other gadget I stream on works fine, but my Stream has problems with Lip Sync. Dolby Atmos and Watch from Start.

I too get about 90% enjoyment apart from the aforementioned bugs.

Re: Freezing still happening

Exiled-in-HH — Tue, 31 Dec 2024 07:50:03 GMT

@Veii wrote:
Every other gadget I stream on works fine, but my Stream has problems with Lip Sync. Dolby Atmos and Watch from Start.

I too get about 90% enjoyment apart from the aforementioned bugs.

Who is your ISP?

Re: Freezing still happening

Veii — Tue, 31 Dec 2024 13:10:58 GMT

Virgin Media with the 350Mbps package.

Firestick 4k (last gen) no problems.

Firestick 4k Max (last gen) no problems.

Firestick 4k Max (current (2nd) gen) no problems.

Roku Express no problems.

Roku Express 4k no problems.

Toshiba 65" Fire TV no problems.

Xbox Series S no problems.

Xbox Series X no problems.

Sky Stream problems streaming in Dolby Atmos, problems with Watch from Start and occasional lip sync issues with live channels. Box is connected via ethernet when downstairs and 2.4Ghz WiFi when upstairs (find 2.4Ghz more stable than 5Ghz).

Apps I find work pretty well but I have to reboot the Sky Stream box after using a few of them as it slows everything down and makes problems more likely unlike the other streaming devices.

Re: Freezing still happening

Exiled-in-HH — Tue, 31 Dec 2024 20:45:31 GMT

... and all work in a completely different way to a client server device like a Sky Puck ... where the ISP platform can introduce issues🤔

Re: Freezing still happening

Anonymous — Tue, 31 Dec 2024 20:55:21 GMT

I have virgin media - absolutely no issues

Re: Freezing still happening

Jporch316 — Tue, 31 Dec 2024 21:46:13 GMT

@Super+Anthony

Is there anyway you can test the puck on another internet conncetion. For example a wireless hotspot or neighbours wifi that reaches your property ?

this would once and for all settle if the issue is hypertoptic internet or a faulty puck

Re: Freezing still happening

Super+Anthony — Wed, 01 Jan 2025 08:07:47 GMT

No there isn't. The issue lies with Sky to improve on and the sooner they fix it all, the better. Sky have also admitted helpfully to me there are issues but no timeframe to when it will get fixed

Re: Freezing still happening

Mark39 — Wed, 01 Jan 2025 10:43:39 GMT

@Super+Anthony wrote:

Sky have also admitted helpfully to me there are issues but no timeframe to when it will get fixed

If that's true, it doesn't sound very encouraging to me. Issues affecting a small number of customers are likely to have lower priority in terms of scheduling resource to identify the cause and develop a fix. I think I'd be looking at alternative options.

Programs freeze

Brandy1861 — Wed, 01 Jan 2025 19:35:31 GMT

Doesn't matter what o try to watch they freeze. Speed test says all fine download and upload all ok no idea why?

Re: Programs freeze

GD1 — Wed, 01 Jan 2025 19:43:16 GMT

@Brandy1861 What are you watching programmes on? Sky Q, Sky Glass or Sky Stream?

Re: Lip Sync issues - Sky Stream

Super+Anthony — Fri, 03 Jan 2025 19:27:00 GMT

Was watching channel 922 just now and all of a sudden got a black screen and did not go back. I had to change channels to get it back

This really is not good enough and Sky need to do way more

Black screen

Super+Anthony — Fri, 03 Jan 2025 20:08:09 GMT

Was watching channel 922 just now and all of a sudden got a black screen and did not go back. I had to change channels to get it back

Did it second time same channel later

This really is not good enough and Sky need to do way more

Please don't respond and say it's my ISP or network. It's nothing to do with it.

The puck needs a big overhaul update for it to cope with the streaming

Re: Lip Sync issues - Sky Stream

red_snow — Fri, 03 Jan 2025 19:31:47 GMT

Same on GB News ..... Just went blank after several bouts of pixelation and breakups!! Add that to the sound sync issues, selecting a channel and it streams an adjacent channel instead and the freezing up when flicking thru menus! Really wish I'd have stuck with Virgin 360!!

Re: Lip Sync issues - Sky Stream

Super+Anthony — Fri, 03 Jan 2025 20:08:39 GMT

@red_snow It really is getting rather tiresome. I wish, like you and many others, it would get enhanced in whatever way is best. I have started a new post under sky stream, so I would also add a comment there, if you see it

Did it second time an hour later

I will say again it's a great set up, particularly for someone like me who is neurodivergent, but there are serious flaws with the puck

Re: Lip Sync issues - Sky Stream

MikeMax1 — Fri, 03 Jan 2025 23:10:56 GMT

Having the same issues. Frustrating as anything. Have stable and fast broadband speeds. Around 800 Mbps. Started around two months ago, roughly. Have had issues with freezing and that over the last two months, mainly in playback or when pausing and playing but, it seems to have stopped playing up. Tried the different settings and contacted customer service, the guy didn't take me on at all, just offered another puck.