Lip Sync issues - Sky Stream

[johnboy999]

I have 2 pucks on the latest build QS034.023.02P. I am still getting the lip sync  issues. with this buiold.

Both pucks are harwired and directly connected via ultra high speed hdmi cables to each TV..

It happens within a few minutes on channel 401 Sky SPME UHD  which is really annoying and unwatchabkle when sporting events are on.

I have raised a complaint with Sky - I can live with the occasional resets and advert / fast forward quirks but the lip sync is impacting the viewing experience too much.

I like sky stream - however I am considering cancelling and moving to NOW for the sport.

[SiInWales]

While I see your point that the issues people are seeing can be down to many factors, I think it's important to note that many people have confirmed during this thread that they do not suffer the same issue using other streaming services.

So while the issues could be a result of the different ways in which for example a network routes it's traffic over the internet etc, the issue remains that in a lot of cases this is not something other streaming service providers are suffering with, as they have the right technology, end points, backend infrastructure, technical design, end user hardware and software, to cope with providing a good level of service no matter your provider or viewing  equipment

At what point will Sky put the investment where it is needed and look at the platform they use? At this time taking customers money yet not providing a robust viewing platform, seems rather underhand and unacceptable to me.

[Mark39]

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@SiInWales wrote:

At this time taking customers money yet not providing a robust viewing platform, seems rather underhand and unacceptable to me.

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Sounds like a reason to cancel, if you're suffering from issues which you consider to be unacceptable.

[johnboy999]

I should also have said that I have sky broadband ultra fast 500. and that the pucks are  ethernet Cat6 connected and wifi is disabled.

[Elgee]

I am on giganet 900 and usually get around 950 down and up, but regularly get the lip sync issues 

[johnboy999]

Just a follow up on my previous posts - I raised a complaint about the lip sync issue. I spoke to the complaints team this morning. They confirmed that the fix will be resolved via a software update - which they are working on.  As mentioned in my previous posts  I have the latest release.

So we will just have to wait and hope that the next release resolves the issue.

[cynonvalleyboy]

To johnboy999 

I hope you're right because it's getting worse 🙃 

[BC1956]

**bleep** watching the rugby summing up on BBC  and the lip sync is way out, so much for it being fixed with the latest up date ......NOT @Chloe-W22 

[BC1956]

@SiInWales Excellenlty put, I have had to resort to posting on social media as Sky customer services are not interested the only contact we had on this community from Sky ONCE was from @Chloe-W22 I am now watching the rugby on BBC1 and the lip sync is way out changing channel and or rebooting is not fixing it I have had to move over to terrestrial

[xenon81]

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@DantheSwan wrote:

@BC1956 You're not stuck at all, phone Sky up and tell them you have these issues 

Then tell them you'd like to leave penalty free as entitled to do so under the digital media act

They'll let you go Immediately penalty free, it's a legal requirement 

You're welcome 

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Which legislation are you referring to here? On the UK parliament site I can't find a Digital Media Act. 

[Super+Anthony]

It was awful on ITV last night with technical issues and then screen saying waiting for programme to load

[KG648]

I thought it was not fixed initially, however I changed back my forced audio mode from Dolby plus to auto, all audio types decoded now seem perfect - thanks Sky!

however as everyone this has been frustrating. Sky should credit customers.

[Roger17]

@xenon81 It is in legislation of the Consumers Rights Act 2015 Chapter 3. I dont think i'm allowed to put a link here but it quite easy to access via a google or any other search engine.

[Super+Anthony]

Why do Sky remove some of our posts on here?

We are the customers and we are voicing concerns and faults that Sky need to fix

[MarkGoldsmith]

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@Super+Anthony wrote:

Why do Sky remove some of our posts on here?

We are the customers and we are voicing concerns and faults that Sky need to fix

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@Super+Anthony Sometimes the automated forum filter picks them up and removes them until approved by a moderator.

Other times the moderators will remove posts that breach the forum rules.