topic Re: Continuous AV Sync Issues in Sky Stream

Continuous AV Sync Issues

ToadyMcToad — Wed, 04 Mar 2026 22:40:41 GMT

AV Sync/Lip Sync for UHD and HDR live TV and on demand is terrible. One day it looks ok and synced up, the next it's off, unplug everything and replugging it all in again sometimes works but not always. Honestly this is a disaster of a piece of hardware. I have 2 pucks, one is the original sky stream model and the other is the newer one. Both have this issue intermittently, but it is a problem more often than not. Both are ethernet wired in.

It's not my internet (consistent 70mbps and barely anything else using the WiFi), it's not my TV. Everything else plugged in is 100% in sync - blu ray, ps5 and streaming apps through both are fine. The old sky+ was fine too.

£100 a month for this trash is unacceptable.

Re: Continuous AV Sync Issues

arcadeavenger — Thu, 05 Mar 2026 11:17:41 GMT

Hi @ToadyMcToad , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Continuous AV Sync Issues

Green_tree2828 — Thu, 05 Mar 2026 20:56:15 GMT

It'd be nice that instead of taking fixes behind closed doors, potential resolutions could be shared since so many, including myself are suffering from this sync issue.

what is the resolution Sky, please?

Re: Continuous AV Sync Issues

User8829345 — Thu, 05 Mar 2026 21:20:27 GMT

Also having same issue. It's clearly an issue with sky stream box as if you reset it, it improves but then after 5/10 minutes it gets increasingly out of sync. BBC channels are the worse for it in my experience.

Re: Continuous AV Sync Issues

ToadyMcToad — Thu, 05 Mar 2026 21:24:01 GMT

How about UHD/HDR content on demand? This is where it is at its worst for me. Anything Cinema/Atlantic/Max/One/Showcase is nearly unwatchable at UHD or HDR, for which Sky charge a premium.

Re: Continuous AV Sync Issues

ToadyMcToad — Thu, 05 Mar 2026 21:29:52 GMT

Agree completely. Unfortunately I think this is a software issue and possibly a memory or hardware limitations.

It should be fixable as the puck definitely buffers content. E.g. if you connect via ethernet and turn WiFi off, start watching something on demand and then pull the ethernet cable it will continue to play for 15 seconds or so. It's therefore not an internet speed thing as my puck is clearly building a buffer. It's how it is processing the content that is the issue.

Re: Continuous AV Sync Issues

Green_tree2828 — Thu, 05 Mar 2026 21:55:19 GMT

Agreed. Sky cinema on demand the sync is off by seconds.

Re: Continuous AV Sync Issues

Green_tree2828 — Thu, 05 Mar 2026 21:56:39 GMT

For me I came straight from Apple TV 4K- literally a straight swap, same high speed hdmi cable just swapped Apple out for the Sky and audio sync issues right off the bat with sky but not with the Apple.

Re: Continuous AV Sync Issues

chriswatson — Fri, 06 Mar 2026 14:46:44 GMT

Same issue with UHD out of sync.
Tested watching live Sky F1 on ch 407 in UHD which is out of sync then switch to ch 857 which is Sky F1 HD and no such issue.
Q box rebooted - no improvement

Audio set to normal - no improvement (same on all settings)

So it's a UHD issue on the Q platform.

Re: Continuous AV Sync Issues

LauraMac38 — Fri, 06 Mar 2026 14:50:41 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Continuous AV Sync Issues

ToadyMcToad — Mon, 09 Mar 2026 18:12:00 GMT

There is something going on with on demand content vs live TV content. It seems the AV sync is different in the on demand player compared to the live TV player. It's pretty clear this lies with the puck. I have 2 different pucks, 2 different TVs (both high spec top end flagships) that both have AV sync capability to their internal speakers and also sync perfectly to the respective external soundbar with live TV and every other input thrown at them. This issue with the on demand player is replicated across both setups no matter how much I mess about with sound output settings, picture settings, passthrough etc etc.

Re: Continuous AV Sync Issues

User8829345 — Mon, 09 Mar 2026 18:31:23 GMT

I've not yet been contacted.

Re: Continuous AV Sync Issues

Brill+Gill — Mon, 09 Mar 2026 19:01:36 GMT

Hi @User8829345, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Continuous AV Sync Issues

ToadyMcToad — Tue, 10 Mar 2026 21:24:05 GMT

This is CLEARLY an issue with the player technology Sky are using for their own content, whereby the technology is incapable of holding the audio and video in sync and output it as such.

REALLY tired of being fobbed off with is it your broadband, is it your TV/Soundbar set up, is it the HDMI cable etc etc. The stupid puck is the only common denominator that has AV sync issues.

Watching Amazon Prime in 4k HDR for the football tonight through the puck and there are no lip sync issues. Tried Fallout through the Prime app too just to see and that's fine. The issue is obviously the player Sky are using.

Sky - how can you seriously charge extra for UHD if your technology introduces basic errors to the processing?

Re: Continuous AV Sync Issues

LJB-C — Wed, 11 Mar 2026 09:49:25 GMT

Re: Continuous AV Sync Issues

User8829345 — Fri, 13 Mar 2026 15:00:11 GMT

Sky have acknowledged (in a private message) this is a known issue and it is being actively worked on to find a solution.

Re: Continuous AV Sync Issues

ToadyMcToad — Sat, 14 Mar 2026 19:11:03 GMT

Well that's more than I got. All I got was basically fobbed off with it must be your TV/HDMI cable/Soundbar. No, no and no.

There is 100% a deficiency in the Sky Stream hardware and software. It's not fit for purpose.

Re: Continuous AV Sync Issues

jcmacx — Mon, 23 Mar 2026 08:12:59 GMT

I recieved my Puck last week as a new Sky Customer, think I will cancel as it is utter garbage!

We have spent hours configuring it in different ways, only to change channel and the lip sync is off again!

If this isn't resolved within the 14 days cooling off, they can cancel my entire package.

Trying to get through to anyone on the phone is a nightmare.

Re: Continuous AV Sync Issues

Chrisee — Mon, 23 Mar 2026 08:29:25 GMT

@jcmacx Sky's cooling off period is 31 days not thecstatutory 14 days. Lines do get busy and the bot will try to divert you to an online resource or to this forum do not accept those optionsxstay on the line.

oddly having had Sky Stream since launch I rarely get lip sync issues and when I do its down to the broadcaster. However not disputing you have an issue.

Re: Continuous AV Sync Issues

lettice — Mon, 23 Mar 2026 08:57:13 GMT

@jcmacx

I have had two Sky Streeam pucks for over two years now.

Apart from some issues with GB News themselves broadcasting poorly and reported on here a good year or more back, I have not had any other lip sync issues.

I have swapped over and replaced TVs in that time too and all have behaved with the Sky Stream puck.

May just be a case of trying again different Sky puck audio options and making sure you have no kind of audio setting on your TV or soundbar set incorrectly.