Lip Sync issues - Sky Stream

[BC1956]

@Chloe-W22 I filled this form in back in December when it was sent out by community manager Chloe-W22 and we have heard nothing since, this is typical of Skys customer service the lip sync issue has been going on for nearly a year and the number of customers complaining is just increasing. 

[BC1956]

The lip sync issue has been going on for nearly a year

[Veii]

I filled out the form also. Had to dig out the date I joined Sky as they asked when the problem started for me and it was as soon as I started trying to stream TV on Sky Stream. 

[Veii]

The sound is ahead for me generally. As in you hear them speak and then their lips move to speak the sentence after I've already heard the sentence. 

[Spyke5]

So basically it's not currently fit for purpose?

[P11RAR]

Reposting this from further back in the discussion to see if it helps anyone in the iterim while Sky work on the situation. It still continues to work for me when I get a lip sync issue...

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@P11RAR wrote:

After some tinkering around with incredibly out of sync BBC channels, I have found a temporary work around to re-sync the audio track.

With the off-sync channel on, on your Stream remote there is a button with three white dots under the power button. Press this. You'll see a menu on the lower third of the screen with subtitle and audio options. Change the audio track to "English AD" - this will cause the feed to re-sync. If an AD (audio description) track accompanies the picture, you'll hear that, but if it doesn't it will automatically revert to the standard English audio track. If it does have an AD track after you switch it over then you can just switch it back to English and the audio track will remain in sync.

Although not ideal this work-around has continually worked for me.

Also, my audio settings are set to pass-thru.

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[Pikman]

We now have an Apple TV 4k+ up and running and it's wonderful in comparison! No issues at all, it all just works sooooo nicely we and can use Now TV for the odd thing on Sky 🙂
We will cancel our subscription at this point and I don't have anything further to add to this discussion. I will see if I can unsubscribe.

Good luck all 👍😅

[tiptop12]

hi i'm having the same ! sound not linking with commentary 😞 what did u do ? steve 

[lettice]

@tiptop12 

Have moved your post to this ongoing thread discussing your issue.

See the Sky response  within this thread;

https://helpforum.sky.com/t5/Sky-Stream/Lip-Sync-issues-Sky-Stream/m-p/4866033#M42352

Please submit the form, as requested in that post

[cynonvalleyboy]

Lip sync issues 

Did all you asked, now worse than ever. 

Goes out at the start of every ad break 

[MalcyH]

Hi

I have the same problem, and I know it is a puck issue as when I watched the same programme through sky broadband (delayed) on ITVx via Smart TV, and also via Sky (the puck) - no problem with the former but trouble via the puck. Sky support have admitted sync issues over the phone which they hope to rectify soon, but all they did was give me a new puck, which still has the same problems.

I have to admit also having problems with broadband speeds - on Superfast I am promised 55Mb/sec minimum download speed, and at best get 35Mb, but can go do down to 4-12Mb sometimes.

Basically Sky - you need to come clean.

Your puck is not fit for purpose, whether the issue is hardware, software issue or both, I am not certain, but you have delivered a product not fit for purpose without testing in advance (or worse, ignoring your results!).

In the meantime, I find switching to audio passthrough in settings helps the most when audio is inevitably behind (and pausing and/or fast forwarding to live helps too).

PS: In the interests of balance I was previously a customer with Virgin Media, and had audio sync issues there too - though nowhere near as bad as with Sky. As an original punk band once said 'No One Is Innocent'!

[lettice]

@MalcyH 

Have moved your post to this ongoing thread discussing your issue.

See the Sky response  within this thread;

https://helpforum.sky.com/t5/Sky-Stream/Lip-Sync-issues-Sky-Stream/m-p/4866033#M42352

Please submit the form, as requested in that post.

[BC1956]

This has been going on for nearly a year with nothing coming from Sky about fixing it

[BC1956]

@Chloe-W22       All this is the contact who is from Sky and responded once Ref. Lip Sync Issues never to be heard from again @Chloe-W22 ......... She did send a form out🤣 

[JeffGall]

@Chloe-W22   did reply a week or so after the initial post and said they are close to  a solution,   given the severity of the issue and the number of users impacted you would have expected a solution by now,   and regular updates,  but this doesn't seem to be the case.