Speech out of sync on Sky glass

[Patsie]

Sitting watching Spectre on ITV and the speech has just gone out of sync!

And before someone puts up the rubbish about Internet speeds, I have my Glass TV connected via Ethernet with speeds of 140 mbps!

Come on Sky get this sorted pronto or reduce our monthly fees until you sort it out!

[Nickatherton]

I've had this problem for weeks now, have tried the suggested remedies and nothing works.  I've got full fibre just tested at 135.6 Mbps download so i wonder if Sky are just fobbing you off saying the connection speed is the issue. 

[2393.m15hK4.0591]

Yes that seems to be the norm blame our WiFi 

I have changed the connection between the tv and the hub 2 days ago and so far all is good the cable I bought from Amazon

CAT5e Ethernet cable Rhino cable and nothing so far, all is good and I had your problem every day doing the same as everyone else has been told to do by Sky

[BillyFishfinger]

This issue becomes more infuriating the longer it goes on - and it’s already gone on for far too long. What is almost as annoying is Sky’s lack of updates about it. Beyond asking immensely frustrated customers to fill out a survey, is Sky actually doing anything?

Most big broadband companies offer refunds if their service drops below a certain level for a certain period of time. This feels to me like the same kind of thing. So, by now, Sky ought to be giving refunds for a level of service that is clearly well below what is both advertised by them and expected by paying customers  - this is supposedly Sky’s premier product, yet it’s replete with bugs.

So, any updates, Sky? Have you even started an investigation? I am getting really fed up having to change the channel every 5 minutes or so just to keep pictures in sync with sound, and I'm clearly not the only one.

[Flyboy59]

Well said, over £100 per month for a service that has been consistently poor from day one. Excuse after excuse and no resolution. I'm constantly being told my broadband is the issue, but I'm fibre right into the house and very high download speeds. I've been with sky over 27 years but with the current lack of customer care or concern I'm so close to ditching them over glass.

[GD1]

@BillyFishfinger  Have you completed the form in post 2?

It's still under investigation and the more people who are affected who complete the form the better.as it will give Sky more data to work with.

[Andyccpc1]

I wonder whether this issue is related to a particular type of puck? I believe that there are several different releases but not everyone is affected. Just a thought. 

[AndyCairns]

Those posting here aren't the only ones affected. The majority don't even know this forum exists.  

[Mark39]

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@AndyCairns wrote:

Those posting here aren't the only ones affected. The majority don't even know this forum exists.  

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I suspect the majority aren't seeing this issue.

[BillyFishfinger]

@GD1  - I filled out that form in December. Nothing has changed and no one from Sky has provided an update since I filled out that form. So, for all I know, my response went straight to file 13. 

There are also suggestions that this is a problem that isn't affecting a large number of Sky Glass customers. I assume that theory has been put forward because this forum hasn't got 1000s of contributors. But, given the variety of set-ups mentioned here (puck / no puck / fibre broadband / WiFi etc) how can anyone be sure that it's not affecting the majority of Sky Glass customers?  Maybe Sky could (should?) email / text its Sky Glass customers to find out, given the strength of feeling expressed in this forum?

Like @Flyboy59 , I've been with Sky for well over 20 years. However, I'll be leaving very soon if this issue isn't fixed. I am reasonably sure I won't be alone in doing that.

[2393.m15hK4.0591]

Totally Billy Fishfinger they must get it sorted for everyone there must be lots of sky subscribers that are not aware of the forum or how to contest sky

SKY JUST GET IT SORTED 

[Jporch316]

@BillyFishfinger 

I suspect the Xmas period has delayed any response or maybe not enough forms submitted as yet 

[Mrsjulie]

Hi everyone 

I too have been with Sky for years, and I honestly don't understand why they haven't bothered contacting affected customers experiencing these issues -  if broadband goes down, you get a message saying sorry and extra data added to your plan, but with this nothing at all - not even a courtesy message/phone call to explain the latest on the situation 

[Zoltron]

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@Mark39 wrote:

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I suspect the majority aren't seeing this issue.

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Typical deluded response from someone within the Sky fold.

[2393.m15hK4.0591]

Yes totally agree there should be a response from Sky as they are monitoring this