Speech out of sync on Sky glass

[amagluglug]

Permanent fix please!!!! I'm doing all the other work around 3/4 times a day not acceptable! 

[2393.m15hK4.0591]

We have to get to the top tier of sky fixers this i service is  not good enough or ACCEPTABLE 

[AndyCairns]

That is not a "fix".

as you will have read throughout this thread.  

[2393.m15hK4.0591]

I've been informed that my internet is too slow as they can read what your glass tv needs and what your system is getting

for me My Bt broadband is supplying 42 bps

not enough for sky glass and other devices that is using the internet 

My bt broadband is still on copper and other  neighbours that have changed over to the new broadband supplier Trooli is offering me 900 bps and I can't get connected until May/June 25

BT will release me from my contract as they can't install full fibre until late 25 early 26

and understand my frustration therefore will cancel my contract without any charges

so this maybe worth investigating your internet speeds you get from your supplier 

as you require minimum 60 bps 

[TamBren]

When I complained I was told I had too many devices connected to internet and Sky Glass needs 35mbps alone!! Bullsh**t. Why do you not get told of this when you buy?? UHD waiting for program to load tonight and also a HD channel. Was told that these use extra mbps.... well yes but I am on highest level of broadband so why still having issues?? I also mentioned this forum to them saying not just us having issues and was told not everyone's issues are the same cause!! Ummm Again bulls**t. We Asked to be released from SKY as not in tv contract now but told will still need to pay for glass TV!!! So basically stuck with a rubbish service paying way too much money. 

[2393.m15hK4.0591]

Yes it seems the system is not fit for purpose unless you have avery high internet

[2393.m15hK4.0591]

Yes it seems we are between the devils and the deep blue sea 

yes why don't the tell us all this before we buy that you need a fibre network not copper my new supplier will offer me 900 mps which is better that the copper from BT 42mps😤

[valerie12]

I have the same problem and so do my friends

[amagluglug]

As I have noted before I have fibre broadband with sky and my lip sync issues are getting worse!!

[BillyFishfinger]

This whole “it”s your broadband’” excuse sounds like complete rubbish to me; if your broadband”s speed were genuinely too slow for this product, I’m sure there would be problems all the time, such as buffering, rather than very specific issues like this one which is being experienced by multiple customers, some of whom have  the blazing speeds delivered by full fibre.

The cynic in me also says that this “it’s your broadband” might also be a sales pitch by Sky.

As noted, it’s useful to have a temporary fix, but this needs to be fixed at source, by Sky  - Sky Glass is not cheap!

[Zoltron]

If it were issues with broadband then there would be very apparent issues with Netflix, Paramount, Amazon, and YouTube. However none of the above apps are affected, they all work perfectly..

The only issues I have is with live streamed content from Sky, BBC, ITV, CH4 and CH5.

I have my service with BRSK with the download and upload speed at 2gig.

Come on Sky, just fix the issue. I have my complaint in and are collecting evidence.

[Mrsjulie]

Hi everyone 

I honestly can't see this issue being due to a broadband problem - I purchased Sky Glass when it was first launched in 2021, and the only issue I've occasionally had over the last 3 years is freezing. I'm not very technically minded so maybe this could be a problem if multiple devices are connected (all I have connected is the tv and one mobile phone) - I obviously don't know. Surprise, surprise I changed my internet to Sky on 22/11/24 and I've had the lip sync issues after a few days after the switch over. Sky is fully aware that I have a glass tv, so if they are saying it's being caused by slow internet, why wasn't I informed???????

[Jporch316]

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@valerie12 wrote:

I have the same problem and so do my friends

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Hi @valerie12 

see related thread below on current issues with speech sync 

https://helpforum.sky.com/t5/Sky-Glass-Live/Speech-out-of-sync-on-Sky-glass/m-p/4865794#M156261

[Chloe-W22]

Hi all,

We've seen an increase in comments and views regarding lip sync issues on Glass and Stream during the holiday period. Our support teams are still investigating the matter, but we'd like to gather individual customer experiences from the forum to assist in the investigation.

To help us with this, we've created a Microsoft Form where you can share your experience: [closed] 

Thank you for your time, updates to follow shortly.

The survey includes 7 questions and should take a few minutes to complete, please be as accurate as possible.

We're really sorry for the inconvenience this may have caused and appreciate you taking the time to complete this survey. I'll be marking this post as the thread answer so more people can see it.

[amagluglug]

Thanks for the feedback form. You mention increase in comments and views in your post please don't forget the many calls and emails etc with the customer priority team!