Sync

[Fothergill1]

Hi @QuaysGary and @Jonny16  Irrespective of what Customer Services say (and TBH I have found it is often a load of rubbish) I can assure you that the people who need to know are aware and that the matter is being looked into.  When a fix will be forthcoming is of course another matter.

[Zoltron]

I've mailed BBC watchdog and asked if they want to take the case on with the lip sync issues.

I certainly hope they do, and I have directed them to multiple threads on the the issue on here.

We certainly can't have the issue where Sky are passing the buck back to subscribers saying it's their equipment at fault, when quite clearly it's a problem since the last update. 

[BC1956]

Hi @Fothergill1 If you don't mind me asking how do you know Sky are looking into this have you had this confirmed by Sky? There has been nothing from Sky on communities to acknowledge these issues and everytime I contact them I am told they are not aware of any problems and it must be my equipment and to try different settings.

[BC1956]

For eveyones Info, these issues do not happen with Amazon streaming fire sticks (and you don't have to pay extra for UHD) the only problem is you can't get Sky🤦‍♂️....... but Prime and Netflix are included.

[Fothergill1]

@BC1956I know Sky are aware as this issue has been highlighted by superusers on the closed forum and Sky employees have confirmed that the relevant teams are working on the issue.  Fingers crossed they find a solution soon 🤞.

One of the difficulties that Sky face is that this issue does not effect everyone.  For example I had some lip sync problems a couple of months ago (along with many others on this thread)  but Sky seemed to resolve that problem.  A new one has now become apparent but I only had this problem when watching ITV and this seem to have gone away as I have not noticed any lip sync for a few weeks now.  Other subscribers are unfortunately not so lucky and are still plagued with the issue..

[Paul+Dray]

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@Fothergill1 wrote:

@BC1956I know Sky are aware as this issue has been highlighted by superusers on the closed forum and Sky employees have confirmed that the relevant teams are working on the issue.  Fingers crossed they find a solution soon 🤞.

One of the difficulties that Sky face is that this issue does not effect everyone.  For example I had some lip sync problems a couple of months ago (along with many others on this thread)  but Sky seemed to resolve that problem.  A new one has now become apparent but I only had this problem when watching ITV and this seem to have gone away as I have not noticed any lip sync for a few weeks now.  Other subscribers are unfortunately not so lucky and are still plagued with the issue..

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Yes that's the thing people often forget when they're not so tech minded or solely tech users. If it's not working for you it can understandably be frustrating but it doesn't mean it's broken for everyone. I mean if it was Sky would have no customers.

@BC1956 
Imagine all the different variables out there of different brand, model, age of equipment etc. connected to different sound systems, soundbars with different spec cables, different settings and so on. Thousands of different variations. Finding the specific thing that is incompatible, conflicting or creating a problem isn't as simple as we'd all like. I mean that's exactly why every piece of  software on the planet is never 'finished'. It's always a version x.xx.  That's the nature of tech. 

Also because of the above it's also not as  simple to blanket say  Amazon fire stick doesn't have these problems, because you can bet you bottom dollar it will for some. Terrible lip sync issues on my parants setup with fire stick for instance. 

Anyway hopefully an update soon that is for sure being worked on will help some people with lip sync issues out. 

[Littletaffia]

@Paul+Dray There's no excuse for $ky releases a streaming puck and then asking subscribers to be beta testers whilst still relieving them of a not inconsiderable amount of money. It should not have been released until it was proven to work. It is probably cheaply produced and those that don't have lip sync issues have had the ones that has been put together in a correct manner.

$ky was quite late to the streaming 'puck' market yet I don't hear of any problems with the many other streaming hardware that's available. I have an Apple TV+ every streaming service I subscribe to, Apple itself, Disney, Netflix, Prime and Paramount all have perfect lip sync and I can even get Atmos and HDR on the same programmes which is more than I could get with $ky.

Even though I paid for the UHD I could never get Atmos and HDR on the same programme it was either one or the other. Yet according to $ky it was the fault of my AVR for the lack of Atmos and my TV for the lack of HDR. Nothing to do with us sir! So the glitches with the puck was more than just lip sync. $ky lost me as a customer because of their atrocious customer service.

[Super+Anthony]

Hopefully Sky will get the message sooner rather than later and realise that the puck is not up to the standard it should be and they will stop blaming the customers ISP and network and in 2025, they will fix and update the puck. Let's hope and cross fingers please Sky🤞

[Paul+Dray]

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@Littletaffia wrote:

@Paul+Dray There's no excuse for $ky releases a streaming puck and then asking subscribers to be beta testers whilst still relieving them of a not inconsiderable amount of money. It should not have been released until it was proven to work. It is probably cheaply produced and those that don't have lip sync issues have had the ones that has been put together in a correct manner.

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I don't actually know where to start with explaining the fault in that reasoning 

[Chrisee]

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@Jonny16 wrote:

@QuaysGary I know people who have been fobbed off by sky and told there's no reported issues and it must be with their setup!!

For info, you can cancel your contract without penalty as it's a streaming service.

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Not sure that is accurate advice as it depends on the agreement you made with Sky. Some Stream customers are on rolling monthly contracts but most are on 12 month contracts. There is nothing I have seen that renders those contracts void because it is a streaming service so would be interested to see your source. 

Sky will on occasion release unhappy customers from contract but that is not something they have to do unless a court or the independent arbitration service orders it. 

[DantheSwan]

Finally the CIAS have taken on my case, Sky have ten days to reply

I complained about the pixelation, audio drop outs on all Sky channels, reached deadlock with Sky themselves as I want a full refund and my contract cancelled without penalty 

Sky agreed to the penalty free cancellation which they have to by law but wouldnt consider compensation 

That's about to change, there's a 40+ page thread on pixelation, a 40+ page thread on audio dropouts , Sky don't have a leg to stand on, I'm very surprised they didn't do what happened a few years back when everyone was fully refunded 

Why should I pay for a service I didn't receive? That's what it boils down to, Sky are providing a sub standard service, not fit for purpose 

[MR17]

Sky

I brought your equipment in good faith and you need to sort this lip Sync issue out. I keep changing setting all the time on my Sky glass tv and streaming box. As soon as TV is paid off its going in the bin as its not worth the money, poor picture quality, sound.

I also don't like the fact that I can only have apps on TV that you want. But my biggest problem is the lip sync problem.

• I will be cancelling all Sky as soon as TV paid off.

[MR17]

Not good enough should be sorted before pushing the product on unsuspecting public.

[red_snow]

Likewise!! I ditched Virgin Media for the convenience of Sky stream pucks, and it has been a constant battle since day1!!! Unhappy does not come close!

Observations:

- This happens on ALL pucks > 2 x Samsung TVs plus 1 x LG TV

- The audio is behind the broadcast.

- Random bouts of pixellation
- Rewinding and fast-forwarding to live re-syncs it, changing channel away and back again doesn't always work in general
- Does not happen on every channel, or not at least immediately. The longer a live stream is watched, the more likely audio will lag behind. Noticed it on TNT Sport when watching the cricket ..... batter would strike the ball and you wouldn't hear the "ball on willow" sound until a second later!
- Certain channels are clearly worse than others. Main offenders so far, but certainly not limited to: ITV, TNT Sports, GB News. Oddly enough, IIRC, BBC channels all good!
- Ethernet connected to Deco mesh with WiFi speed of the mesh measured from the disc at a minimum of 200Mbps down
- BB is Virgin Cable (500/50) - no issues with any other streaming services (apps)
- Issue may occur immediately or later in the live stream viewing. When it happens immediately, upon selecting a channel, it plays very briefly, followed by a very very brief pause, and continues the live stream > sync is out straight away

Settings I have tried to resolve:
- Multiple reboots/resets

- All software versions report as up-2-date
- Set the puck to ALL different sound modes, but have stuck with PCM
- Set the puck to 1080p only > TV will display UHD, but image is darker/less saturated. Not an old TV, but obviously doesn't cope with a particular UHD codec or whatever.
- Changed HDMI cables to 2.1 certified 10K 8K 4K 1440P@240/165/120Hz eARC HDR Dolby Vision Atmos HDCP 2.3 48Gbps Ultra High Speed
- Set TV (Samsung smart) to Auto, Pass-Through and PCM audio > no difference
- Set TV ratio to Auto/16:9 with auto/no "fit image"
- Changed between ethernet/WiFi, disabled WiFi when using ethernet
- Connected to a solid 250Mbps Powerline Adapter that I use for Ring Cams (that have no issue)
- Set static IP for the puck on the mesh's DHCP scope
- Set gateway IP as DNS, also tried to set individual DNS IPs on the DHCP scope

- Used ISP, Google and Cloudfare DNS IPs > no difference

Sky .... you need to sort this now. It is of no use L1/L2 tech support blaming people's AV equipment. There may be a handful of cases where individual setups need tweaking, but it is VERY CLEAR that Sky Stream/Glass has major issues with sync issues.

[Zoltron]

Being 100% honest here.....

Sky do not care, they say that they do, but they don't.

As long as folk keep paying them for a dismal service then Sky will keep taking good money from honest people.

The only way this will get resolved is to make formal complaints to Sky en masse and if Sky still continue to ignore their customers then it's time to complain to Sky's regulator, because that is the only way Sky will be forced to listen.

I've already written an email to Sky's chief executive and my complaint it with escalations, so they have just under 7 weeks now for Sky to deal with my complaint.