Lip Sync issues - Sky Stream

[PJB001]

Hmmm... one thing that doesn't seem to appear much in these conversations is are those folks that do not experience the problem just using the TVs inbuilt speakers or are they using a soundbar/receiver and whether they are connected using a standard HDMI port or via an ARC/EARC link.   Personally I have trouble uderstanding the difference !!!

in my case I'm just using inbuilt speakers with my now recently replaced HDMI cable.

[Littletaffia]

@PJB001 HDMI cables either work or they don't. You could have had a faulty cable or, by replacing with a new one, you have actually made a better connection with either your puck or the TV itself. A faulty cable will exhibit video problems rather than audio ones. The drifting of audio out of sync would not be a faulty cable. Pixelation may be but with 4K streams it's usually sparkles across the whole screen. HDMI sends a digital signal to be processed by your TV. Audio wise a poor cable will result in audio drop out rather than sync issues.

There is a lot of snake oil salesman ship when it comes to cables, both audio and video so don't spend a furtune on either. FWIW I'm still using the HDMI cable that came with SkyQ well over ten years ago between my Apple TV and Denon AVR and on that device image quality and audio is perfect. It can be luck of the draw with cables to be honest but I doubt very much that the cable is the source of issues that is currently besetting Sky customers, more likely cheaply produced products.

[Mark39]

@PJB001 my Glass is connected to a soundbar using the Glass's HDMI eARC socket.

My Puck is connected to a DD5.1 sound system via HDMI.

I've no idea if that's what makes the difference.,

[Skull+Treaty]

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@Mark39 wrote:

@PJB001 my Glass is connected to a soundbar using the Glass's HDMI eARC socket.

My Puck is connected to a DD5.1 sound system via HDMI.

I've no idea if that's what makes the difference.,

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@PJB001 
Similar to @Mark39 my Puck is connected to an AVR via HDMI. One of us experience the lip sync issue, the other doesn't. 

[Paul+Dray]

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@Littletaffia wrote:

@PJB001 HDMI cables either work or they don't. You could have had a faulty cable or, by replacing with a new one, you have actually made a better connection with either your puck or the TV itself. A faulty cable will exhibit video problems rather than audio ones. The drifting of audio out of sync would not be a faulty cable. Pixelation may be but with 4K streams it's usually sparkles across the whole screen. HDMI sends a digital signal to be processed by your TV. Audio wise a poor cable will result in audio drop out rather than sync issues.

There is a lot of snake oil salesman ship when it comes to cables, both audio and video so don't spend a furtune on either. FWIW I'm still using the HDMI cable that came with SkyQ well over ten years ago between my Apple TV and Denon AVR and on that device image quality and audio is perfect. It can be luck of the draw with cables to be honest but I doubt very much that the cable is the source of issues that is currently besetting Sky customers, more likely cheaply produced products.

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You ruined your point about things either working or not in your last sentence. Doh! 😁

Actually I've found a lot of what some call 'snake oil' is actually misunderstanding what is being sold. When they speak of improved sharpness and cleaner images etc they're not claiming their cables will 'create' that and improve your equipment it just means the purity of the materials being used and in particular the shielding material and technique that is used to shield from RF and Mains noise is preventing degradation of the signal and therefore giving you the best that your equipment can achieve. Having said that there are a few unscrupulous companies that purposely endeavour to mislead.

[AJM48]

Had my puck 5 days only and it updated on setup so assume this 'fix' was applied but lip sync on my to getting worse and agent at help enter could only suggest the same online fix of switch on/off so now have ordered new high spec hdmi cable. If not better I still have 9 days to cancel subscription thank goodness.  This thread is running for ages and the issue surely needs a proper fix 

[Mark39]

@AJM48 Sky are aware that the fix was only partially effective. They're still working on it.

[Dazzasky]

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@Mark39 wrote:

@AJM48 Sky are aware that the fix was only partially effective. They're still working on it.

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It's very hard to fix because not everyone has the problem. I have 3 TV's that are connected to pucks and don't have any lip sync. 

[lettice]

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@Dazzasky wrote:

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@Mark39 wrote:

@AJM48 Sky are aware that the fix was only partially effective. They're still working on it.

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It's very hard to fix because not everyone has the problem. I have 3 TV's that are connected to pucks and don't have any lip sync. 

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It does sound like a tricky one to fix.

I have two Sky Stream pucks, on different make of TVs and do swap in and out soundbars and TV sound at times.

Not seen any form of lip sync issue.

[Jules517]

Why is this issue taking so long I can't stand it much longer constantly out of sync almost impossible to watch a football match, film, anything we should be refunded rather than face increasing costs, think I need to leave Sky after 30+ years 

[Mark39]

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@Jules517 wrote:

Why is this issue taking so long I can't stand it much longer constantly out of sync almost impossible to watch a football match, film, anything we should be refunded rather than face increasing costs, think I need to leave Sky after 30+ years 

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Give Sky a call. You'll likely be able to cancel, if you wish.

As for why it's taking a while to fix - I'm not a Sky technician, but I would guess it's proving difficult to identify the cause, and why some customers are affected while others aren't. 

[cynonvalleyboy]

I scrolled down to settings and did a reset about a week ago and haven't had any issues since 🙃 

[Paul+Dray]

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@cynonvalleyboy wrote:

I scrolled down to settings and did a reset about a week ago and haven't had any issues since 🙃 

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Pretty sure disconnecting the power to the sky puck for a minute is essentially the equivalent of the software 'restart device' in settings. Seem to remember you saying you didn't factory reset just restart. That right?

edit: just read that you have glass not a puck

[Trevorchaffey]

I want  my mony back please  I am not getting the service  I pay  for 

[AndrewF_UK]

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@Trevorchaffey wrote:

I want  my mony back please  I am not getting the service  I pay  for 

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You're speaking to other customers here, you'll need to contact Sky.