Audio intermittent synching problems

[BrianW19]

So when using sky stream audio will be ok for a while then suddenly go out of sync.  I have no problems when I play for example Netflix's from my iPad onto tv, only a problem when using stream.  Also happens when just watching live tv using stream.

very frustrating, is a new problem (in last month), tried full reset of puck and tv, tried pausing and rewinding, tried changing sync audio latency times etc, but nothing working.

not a consistently out of sync problem which would suggest fault in settings.  Perfectly ok for 30 mins then suddenly glitch and 1.5 seconds out.

not impressed hoping I am missing something not mentioned previously in chat, because tried all those.  Starting to think it is a broken puck!!!

thanks for any help you can give before I cancel and move to virgin

[Addie15]

Hi there, BrianW19.  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.

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