Lip Sync issues - Sky Stream

[BC1956]

Unfortunately this doesn't work, I don't use optical and the is only one socket out of the puck so this has to go straight to the TV and then I have eArc hdmi to the soundbar I have tried all the various sound settings and nothing works I have to reboot everything at least twice a day for a temporary fix. I have only been a few weeks with Sky, I never had these issues with Virgin and I wasn't aware of the issues until I moved....... I wish I hadn't now and I am stuck in a contract. I would reiterate I don't have these issues these issues with my Amazon streaming fire sticks, I am amazed that Sky don't follow this community and respond the number of people complaining of the same issue is not acceptable 

[BC1956]

I have tried all different sound settings, at the moment I have the puck and TV set to stereo, unfortunately nothing seems to work. I don't have any sound issues with my Amazon fire sticks

[JakeB_02]

I've ended up cancelling and returning my sky stream, as have many others, due to this problem. Their reluctency to fix and address this issue is horrendous. 

[Littletaffia]

@BC1956 If you just have the $ky puck then you'll be in a rolling contract which you can opt out of by giving a 31 day notice. Unlike other streaming services when you can cancell immediately sneaky $ky pick your pockets for another months payment. You can still cancel even in contract if $ky is failing to fulfill their side of the contract by giving you a watchable and listenable product, which it obviously is not.

If you telephone $ky to complain they will just blame the problem on your TV or soundbar as they did with me.

[Paul+Dray]

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@BC1956 wrote:

Unfortunately this doesn't work, I don't use optical and the is only one socket out of the puck so this has to go straight to the TV and then I have eArc hdmi to the soundbar I have tried all the various sound settings and nothing works I have to reboot everything at least twice a day for a temporary fix. I have only been a few weeks with Sky, I never had these issues with Virgin and I wasn't aware of the issues until I moved....... I wish I hadn't now and I am stuck in a contract. I would reiterate I don't have these issues these issues with my Amazon streaming fire sticks, I am amazed that Sky don't follow this community and respond the number of people complaining of the same issue is not acceptable 

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What make and model number is your soundbar?

[BC1956]

Panasonic SC-HTB688EBK

[BC1956]

Thank you I will check my Docs and if it's rolling I will be out 

[Paul+Dray]

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@BC1956 wrote:

Panasonic SC-HTB688EBK

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You have an HDMI input on that Soundbar. Try plugging the Sky pucks hdmi cable in to the soundbar rather than in to the TV. Then select HDMI input on the soundbar and see if the audio sync is now better matched to the picture. The soundbar HDMI output will send the picture to the TV. 

EDIT: Sorry my mistake, this soundbar doesn't have an HDMI input as I thought. Just the HDMI ARC Out to TV.

[BC1956]

Hi thank you for your quick response. Unfortunately the soundbar only has 1 hdmi socket, there is an in but no out 

[Paul+Dray]

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@BC1956 wrote:

Hi thank you for your quick response. Unfortunately the soundbar only has 1 hdmi socket, there is an in but no out 

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Yeah sorry I've just seen that now. Thought the spec page said one hdmi in as well as hdmi (ARC) out but looking at the manual as you say it doesn't. They really minimise the connections on these soundbars now compared to what they used to. 

so yeah sorry scratch that idea for your particular setup. 

[BC1956]

Thank you, you tried mate👍

[spannernick1]

For me its working ok now, now I have my broadband up and running, it was doing it because I was using my 4G on my mobile phone, its not that great with it.
And I have connected SKY Steam Puck to my SKY Hub by a RJ45 cable, its faster so no lag now, thats how I connected my SKY Q box too.... 🙂 

All I wish now is that SKY Stream had the same interface as Sky Q, I still think it the best and easiest GUI to use, I had it for about 5 years, before that SKY+HD, I only using SKY Straem because my building is not compatable with it, but I am happy with SKY Stream, I like better then NOW.

Thanks for all your help SKY and especally what I am going through ATM, my partner died and she was the SKY account holder so every had to be change it into my name .. 🙂 , SKY were great about it and helped me alot.

[kweyman]

I have serious lip sync issues on all channels, very annoying. I am seriously thinking about cancelling my contract as the service is not being supplied as promised. Can anyone from Sky help please?

[BC1956]

@kweyman you won't get a response from Sky on here they obviously don't monitor their Sky Community

[FaviousM]

I've started getting an additional lip sync issue (on top of not being able to use anything other than PCM to get in-sync audio) and that is channels either starting or going out of sync by several seconds.

Literally as I was typing this I had it happen. I switched to Sky Sports F1 UHD a while ago and the audio was out of sync, I changed to another channel and back and sound went back in sync. However, when the program switched to an ad break it there was a noticeable skip in the audio and it went out of sync again. Specifically the ad was Idris Elba selling some AI nonsense. I mention it because it was during that same ad yesterday that I first noticed the issue so I'm not sure if it's the ad, or the switch from live programme to ad break that's causing it but there seems to be some connection.

Just to note this is happening on both HDMI eArc and optical with audio set to PCM and the puck is on the latest update QS033 (which I suspect is the cause as it only started in the last day or two)