Speech out of sync on Sky glass

[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 · Accepted solution]

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: https://forms.office.com/e/6CvrKz5R3a

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! 

[2393.m15hK4.0591]

Hi it's great at last someone has [removed] to investigate this issue further now let's wait and see what their findings are and who they're going to blame  I don't care as long as they fix the issues HAPPY NEW YEAR TO YOU ALL 🥃👍

Moderator note: removed inappropriate comment

[Andyccpc1]

I now hope that Customer Services will stop lying about the issue being due to our broadband. This was a blatant lie and utterly disgraceful and deceitful attempt by Sky to pass the buck. I will certainly be following up their dishonest practise at the highest level and will demand answers. Shame on you Sky - 

in the meantime let's hope that the form that we have now completed enables them to correct this SKY fault. 

[Linda2685]

I have filled in the survey now too... it happened again last night on the Darts channel, the thump of the dart was out of sync with what we were seeing..

[Fothergill1]

@Linda2685 Did you try flipping to another channel and then back to the darts.  As previously reported on the forum this tends to get things back in sync again.  I don't often get the sync issue but when I do this sorts it out for me.

Obviously this is just a temporary solution but is useful whilst waiting for a permanent one. 

[Linda2685]

Hiya... Yes have been doing that for weeks and weeks, as you say it works for a while, then get an ad break and it does it again... it has to be a SKy fault as so many of us are experiencing it.. I think somewhere along the line Sky must have done a system update that either hasnt worked, or created a new problem. I even phone them up to tell them about it about a month ago that was before I saw the Community Chat. Fingers crossed it may now be taken seriously... we can but hope...

[2393.m15hK4.0591]

Hi yes we hope that they take us seriously now