Audio sync issues

[Mister_Dalek]

@BobbiElman 

Frustrating isn't it? 

It seems that various combinations of A/V equipment simply won't play nicely with Sky Stream and poor, inconsistent lip sync is one of the more common issues. 

When I had Stream I tried various makes and models of TV and AVR, and tried different methods of connection - direct to AVR, direct to TV, ARC, eARC, etc, Auto, passthrough, DD, etc but never achieved a level of lip sync consistency I was happy with.

I put it down to the added latency introduced from having all apps hosted on Sky's servers, rather than on the device itself. Switching between apps and live channel streams, some offering different formats of audio, just seems to slow the processing down to such an extent that it can't catch up with itself and maintain a stable sync. Excessive server traffic may also have an impact. 

Even turning the puck on from cold in the morning, it still wouldn't reliably start in perfect sync on a live channel stream every time, no matter how I had the puck connected.

What's most frustrating is that many customers claim they have perfect lip sync at all times, so it would certainly appear to be possible to get a good service, but it seemingly can't be guaranteed as there are so many variables at play.     

[obo110x]

Well I'm just using TV speakers and still getting this issue.

Have tried all the options suggested and the so called answer.

No difference, also remote doesn't work properly anymore and constant "There's a technical issue" messages.

Will be cancelling as soon as I can.

[BobbiElman]

Exactly and currently it's happening as you said - EVERY single time I start the puck/ service.. It is unbelievably frustrating and the fact that customer service has told me the same thing over and over to "fix" it and it makes NO difference.. It wouldn't be half as frustrating if Sky would just admit there is an issue and actually try and fix it.  I don't care about having all the apps through Sky, I have a shield that does that, you know? 

[eb154]

My glass tv has recently developed syncing problems. It drifts out all the time on every channel. I’ve never had this problem in the past. Did you ever find a fix?

[dormouse]

It is not a soundbar / AVR problem. Just watched a Sky movie for two hours with perfect lip sync. Turn over to watch BBC 2 and lip sync is out. Sound behind video, so delay won't help. Same equipment, different channel. It is a Sky transmission problem??

[Mister_Dalek]

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@dormouse wrote:

It is not a soundbar / AVR problem. Just watched a Sky movie for two hours with perfect lip sync. Turn over to watch BBC 2 and lip sync is out. Sound behind video, so delay won't help. Same equipment, different channel. It is a Sky transmission problem??

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My theory is that it's a latency problem introduced when the puck receives different types of audio codec from different apps or live streams. It can't cope well with the switch between formats.

When I had Sky Stream my experience was similar. You could be watching one thing in perfect sync in Dolby Atmos but as soon as you switch to something else in plain stereo the lip sync would be off. 

I got fed up of it after a year of no improvement so got rid of it. No such issues using other streaming devices. 

[Paul+Dray]

Strikes me as a very long time since the last Software update.

Think Sky are almost scared to issue one given the mess that happened previously.

[Matt+Nunns]

@Daniel-F Are we going to ever get any further information on this? Clearly the issue isn't resolved?

[Littletaffia]

People with AVRs are more likely than not in a minority of $ky customers as well as those using soundbars. Subscribers that just use the TV's speakers probably make up the majority of those who don't seem to be getting, or at least complaining, of issues. $ky no doubt don't care about the minority first two groups as demonstrated when I complained as they blamed my Denon AVR for the problems. Your only going to get some kind of response if subscribers walk away as I did. It's a lot of money for a crap service.

[BC1956]

I have recently moved from Virgin to Sky using Sky Stream, I have 2 pucks and have the same issue with both. There are terrible problems with lip sync when switching on its slightly out and the longer we watch TV the worse it gets I then have to re-boot everything I am constantly having to do this through an evening, does anyone know of a fix for this? I have looked at the board and can see there are quite a few complaints about the same issue and not just with Stream but nothing has been posted since July 2024.

[Mister_Dalek]

@BC1956 

It's still an issue. Look at the latest post from today on the lip sync thread.

[BC1956]

Hi @Daniel-F Further to your response (18/07/24) to this issue with lip sync obviously judging by the number of complaints right up to today this issue has not been fixed! This is my post today:

I have recently moved from Virgin to Sky using Sky Stream, I have 2 pucks and have the same issue with both. There are terrible problems with lip sync when switching on its slightly out and the longer we watch TV the worse it gets I then have to re-boot everything I am constantly having to do this through an evening, does anyone know of a fix for this? I have looked at the board and can see there are quite a few complaints about the same issue and not just with Stream.

cc @Mister_Dalek 

[Jonny16]

@BC1956 have you tried setting the audio to PCM? That's fixed it for a few, but obviously you lose the better sound, which is something that you pay for.

Incidently, I left Sky many months ago and I keep getting offers through to rejoin on Sky Stream, £36 including Netflix, sports HD and £1 for UHD. I had a phone call from a sales rep and I asked about the lip sync issues, she went and spoke to her team leader and said, we're not aware of any lip sync issues, if there's a problem then it'll be with your local setup!! 

[BC1956]

Thanks for your response @Jonny16 I have tried the various audio settings they all have the same lip sync issues I have left the settings on PCM. Apart from this issue with lip sync the service is pretty good

[Littletaffia]

@Jonny16 That's what $ky told me that the problem was with my Denon AVR, so I've walked away. My problems went deeper than just lip sync as I couldn't get HDR nor Atmos at the same time, it was either one or the other, never the two together. So $ky blamed my TV for the HDR issues and levelled the Atmos with the Denon. Still took the extra payment each month though. Funny then how my Apple TV box works perfectly every single time.

$ky just don't care about their TV subscribers although I'm still a $ky broadband customer and admit that that part of the business is very good indeed.