Lip Sync issues - Sky Stream

[FunkyL]

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@Paul+Dray wrote:

On the odd occasion a Sky employee will post a message but these forums are for the customer community and not to be thought of as raising technical issues with Sky tech support. There are other channels for that. Admittedly it would be good but it's just not intended for that. 

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Out of interest, what are the other channels for raising technical issues (and please do not say it is the phone - that is a none starter and Sky know it for this sort of stuff)?  Genuine question as it is not at all clear and these forums are what customers are directed to.  This issue has been ongoing for long enough that if this is not the right place, then it would be worthwhile raising the issue over there? 

[KeithOT]

Did you try this? I just posted it a few minutes ago as it resolved it for me...

Go to Settings > Picture and Sound > Sound> Digital Audio Delay and set it to 80ms.  - may need more or less of a delay on your system...

Leave Digital Audio Output on Auto.

[Paul+Dray]

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@FunkyL wrote:

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@Paul+Dray wrote:

On the odd occasion a Sky employee will post a message but these forums are for the customer community and not to be thought of as raising technical issues with Sky tech support. There are other channels for that. Admittedly it would be good but it's just not intended for that. 

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Out of interest, what are the other channels for raising technical issues (and please do not say it is the phone - that is a none starter and Sky know it for this sort of stuff)?  Genuine question as it is not at all clear and these forums are what customers are directed to.  This issue has been ongoing for long enough that if this is not the right place, then it would be worthwhile raising the issue over there? 

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Your online My Sky account website gives help guides and faq's. 
Sky Chat Assistant on Sky.com + get more help: Chat With a Sky Expert 

Online customer complaints form

Email: viewerR@sky.uk

And yes a Technical support department phone line. 03337592608

Now I'm not saying you'll get a full resolution to any problems you have but it hopefully all adds to them being aware of common customer complaints and service issues. 

[FunkyL]

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@Paul+Dray wrote:

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Your online My Sky account website gives help guides and faq's. 
Sky Chat Assistant on Sky.com

Online customer complaints form

Email: viewerR@sky.uk

And yes a Technical support department phone line. 

Now I'm not saying you'll get a full resolution to any problems you have but it hopefully all adds to them being aware of common customer complaints and service issues. 

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Really?  Is that your answer?  The Chat Assistant is as rubbish as any other from bitter experience.  So your original answer about there being other avenues for technical issues is a bit of a none starter I'm afraid.

[Paul+Dray]

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@FunkyL wrote:

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@Paul+Dray wrote:

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Your online My Sky account website gives help guides and faq's. 
Sky Chat Assistant on Sky.com

Online customer complaints form

Email: viewerR@sky.uk

And yes a Technical support department phone line. 

Now I'm not saying you'll get a full resolution to any problems you have but it hopefully all adds to them being aware of common customer complaints and service issues. 

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Really?  Is that your answer?  The Chat Assistant is as rubbish as any other from bitter experience.  So your original answer about there being other avenues for technical issues is a bit of a none starter I'm afraid.

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The other channels exist. Whether you get anywhere with them is another thing as I said but it doesn't change the fact of their existence.

The chat feature is not just the assistant one but also a Sky Expert Chat feature too that you get shown if you still need more help. 

Look I'm just a customer like yourself too so be reasonable with me pointing out the options and drop the attitude. I've told you the other channels to follow , I didn't say I'd fix things for you. 

[Jonny16]

@FunkyL they literally told you sky have a technical support phone number and an online customer complaints form. What more do you want!? Try ringing the technical support number.....

[FunkyL]

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@Jonny16 wrote:

@FunkyL they literally told you sky have a technical support phone number and an online customer complaints form. What more do you want!? Try ringing the technical support number.....

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Have you ever tried phoning that number?  Or using the form?  

[Jonny16]

@FunkyL yes and had success with different issues in the past. You should try it instead of expecting others to do all the hard work for you.

[Paul+Dray]

I've used all the channels available in the past with varying degrees of success.

[Littletaffia]

@Jonny16 Little point in phoning the service department they'll just blame the problems on either your TV, AVR or soundbar. Initially they said they would send out a new puck, when it didn't arrive I phoned again and was told that there is nothing wrong with Stream the fault lies with your Denon AVR. Next phone call I made was to cancell my subscription and send the useless bloody thing back.

Sky just doesn't seem to care and are quite frankly taking the wee wee and quite a lot of money which they simply don't deserve.

[FunkyL]

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@Paul+Dray wrote:

I've used all the channels available in the past with varying degrees of success.

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I've had none.  Just spirals and spirals of frustrating none action.  I guess experiences differ. Regardless our experience of Sky's qualuty of serivce and customer service is enough that when our contract expires we are out of here.

[Paul+Dray]

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@FunkyL wrote:

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@Paul+Dray wrote:

I've used all the channels available in the past with varying degrees of success.

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I've had none.  Just spirals and spirals of frustrating none action.  I guess experiences differ. Regardless our experience of Sky's qualuty of serivce and customer service is enough that when our contract expires we are out of here.

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Yeah for sure if you don't feel you've had satisfactory resolutions to issues you're facing and don't want to wait for things to improve then yep make your formal complaints and don't renew. Frustration is par for the course in this crazy world, not just with Sky TV sadly. 

[Bluegiraffe]

I only have audio sync issues on some channels (Discovery and HGTV being main cuprits)

Chaninging to another channel and back again normally solves it I have no Dolby Atmos, or soundbars, or lcheap HDMI cables.

Audio and video should be delivered in the same stream and there should be no reason for them to go out of sync, audio samples should be discarded when video samples are lost and sync should be retained.

Bluegiraffe

[JenniD1]

The lips of the actor and the sound are not in since

[QuaysGary]

I have terrible trouble with sound synch. Its been going on since at least about April of this year. its fine on net flix or movies but live channels such as the News are almost unwatchable. I have set my settings to PCM as advised bu tthis only slightly improves the problem. The messaging on these forums appears to be that sky are aware of the problem and are working on a fix (but in the mean time change settings to PCM stereo or pass through) I have just phoned sky technical support to see if there is any update on this or any proposed timeline for a permanent fix only to be told that there is no major issue and its only affecting me. I then spent a very frustrating half hour whilst he tried to take me through turning the puck on and off, changing the sound settings etc. 

Im not really sure what the next to try short of preparing to move to a different provider once my contract expires ..or moving back to just normal sky if that is still an option.

I would urge everyone on these forums to contact sky technical support and tell them about your sound synch issues because apparently they arent aware of it at all and consequently are not working on any fix.