Speech out of sync on Sky glass

[2393.m15hK4.0591]

Well said however they are dragging their heels over this, we should all get a rebate because this problem has not solved quick enough as they kept on ignoring our concerns and putting the blame on us and the Wi-Fi lets hope that they get to the bottom of this fault and get us back to enjoying our glass tv 

[red_snow]

I posted this over on the Stream forum. I really don't want to tempt fate, but 2 pucks now seem to be behaving themselves! I pray it stays this way.

I have no idea what set-up most users are using, and whether the issues are related purely to non-Sky broadband.

My setup is:

• Virgin Media, 500/50 fibre
• Virgin router is in "modem mode" only
• I use TP-Link Mesh for WiFi across the house. The "primary" TP-Link mesh device bridges the WiFi/Eth network to the fibre connection through the VM hub
• In addition, where possible, for Ring Cams and Sky Pucks, I use Develo PLAs, connected to a Netgear unmanaged switch
• All streaming devices (Ring Cams, Fire Sticks, Amazon Echos, and streaming apps) all work perfectly

After trying absolutely everything I could think of in terms of, I had a play with the TP-Link mesh this morning, and changed a couple of settings:

• Disabled IPv6 as Virgin does not support anyway
• Enabled UPnP

I've just done some very quick testing over a period of 20mins, flicking between channels, opening iPlayer/Discovery, returning to the worst offending channels, and so far, the results are promising.

One thing I've noticed previously, is that when the Sky banner/watch from start button appears, that often causes a tiny pause which throws out the audio. Now today, visually, it appears that the video/audio stream starts a little faster, and when the Sky banner/watch from start button appears, it does not interupt the stream audio, as it has had enough time to establish/cache.

I'll keep testing later when I get time, but may be something worth looking at within your individual setups (pls don't ask me how to do it as I only have knowledge of my own TP-Link managment application)

[Patsie]

Watching the match tonight on Sky, half time and gone to a break, guess what?

Yes the sound has gone out of sync again!!!

It also happens from time to time on our puck in the kitchen.

Have had glass from almost day 1 and this is just another problem with our TV.

At the end of my contract will be going to Virginmedia, who will offer a way cheaper deal and not have constant problems.

Looks like Sky couldn't give a monkeys, as this know problem should have been fixed ages  ago!!!

Sky=useless!!!!!

[AndyCairns]

Yep.  Mine went off during the adverts at half time.   Didn't spot anything actually happen but when it came back to the main programme the sound was out.  

[Snowiemojo]

My sky glass has problems. Can't get channel 4 app to work. I sometimes get skyglassis waiting for your program to load, meaning I can't use any sky channels, I can watch Netflix though. Problems with sound, lips don't match words. You have to switch tv of and and on to fix it. Sky glass is six months old. Thanks 

[Maxzorin]

When purchased new I had no issues but since xmas 2024 the tv has constantly gone out of sync no other devices have any internet issues 

[Chloe-W22 · Accepted solution]

Hi all,

We want to thank you again for your patience whilst we investigate the issue with Lip Sync on Sky Glass and Stream. We understand that this has been frustrating and we’re sorry for the inconvenience this has caused. We thank you for sharing examples of the issue, these always help our Support Teams working hard behind the scenes.

On Tuesday we began rolling out software version QS034.023.02 to Sky Stream customers, and this morning have begun the rollout for QS034.023.04 for Sky Glass customers to improve the lip sync experience.  The software update is a gradual rollout, where we expect all Sky Glass and Stream customers to have their new software by the end of January.

Thank you again for getting involved in this discussion and we will continue to monitor any feedback on this thread following the update.

I'll be marking this reply as the answer to the thread so more people see it.

[Qmab]

Hopefully this syncing problem will be fixed by the end of the month. It is so annoying. Only purchased the TV in December.

[Mrsjulie]

As the issue will hopefully be sorted by the end January, will affected customers be receiving any compensation?????

[2393.m15hK4.0591]

I think we should be entitled to a rebate if a solution does work

it has to be worthwhile say 1 month subscription free at least nothing smaller 

[2393.m15hK4.0591]

I suggest 1 month free subscription as it has been a real pain and we stuck together solidarity after they kept insisting it was all our fault by having faulty wifi

[Delboy_1]

Still incredibly frustrating paying for live sport to have the experience ruined by the sound of a goal before you see it this needs resolving ASAP it's unacceptable to charge full price when the service is a shambles

[Delboy_1]

Yeah definitely hear say 🤦‍♂️

https://x.com/dhartrick/status/1881473675972764059?s=46&t=SHvpij0R-7bNW-UZ7y5YRQ

[Fothergill1]

@Delboy_1  As per post 291 just above yours from Sky, the solution has now been identified and the fix is current rolling out.  I had it 2 days ago and so far have not seen any more lip sync.  It will take a few days for it to roll out to all Glass & Stream subscribers but Sky are hoping to have it completed by the end of the month.

If you experience it again, the quick fix that generally works is to simply flip to another channel and back again.  This gets it back in sync and literally takes 2 seconds to complete.

[Paul22unhappy]

So after complaining to sky ect 

told to turn channel and flick back 

offered no discount just a good will gesture when they do fix (no amount mentioned)

si I've emailed them this as now thinking of cancelling 

"I have received the call but it is still on going 

I’m really not happy with what I was told just turn channel over and back on and it resumes in sync 

And I’m still paying full price for this service been told I will be offered a good will gesture when it’s fixed 

Not been funny but I’m not willing to continue with my contract unless I get offered discount for an inferior service 

I have several videos of the issue different times and channels 

Put it this way 

If you bought a car that every time you started it and set off every few miles you had to quickly turn the vehicle off and back on to continue I’m sure that you would get rid of the vehicle 

I am giving sky 2 wks to either sort the issue out or offer a very good discount on my contract 

This has now been going on for at least 10 wks now (firstly I was told it’s my internet)trying to get out of it been a sky issue 

So if I get no satisfaction from this email I will be cancelling my contract as you are unable to offer me the services I am paying for 

Which is watching tv I find that having to switch channels over and back to watch tv isn’t an enjoyable experience and not what I signed up to "

waiting on a response but if not satisfactory I will cancel my contract hopefully a few more will