Lip Sync issues - Sky Stream

[Mark39]

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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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Sky will probably allow you to cancel. Not sure about getting your money back if you haven't previously complained to Sky. 

[Littletaffia]

@Trevorchaffey You have the right to cancel giving 31 days notice. Clever eh, get another month's subscription off you. You can ask for a refund, as I did, but you'll just get brushed off.

[Alfsdad]

I'm on that version and I'm still getting sync issues. Usually correctable be changing channels but still very annoying 

[jont-99]

Well took teh plunge and cancelled the Sky Stream pucks and went back to Sky Q ... while I will miss the 4K on every screen, I can't say I'll miss the lip-sync disparities on different channels and apps, the audio dropouts, the switching speeds (despite being hardwired to a 500+Mb fibre connection), the inconsistent ad-skipping arrangements and the inconsistent 4K/UHD/HDR/HLG issues between iPlayer and my sets ... I hope they develop a Stream v2 with improved hardware and software next year and I'll take another look ...

[Anonymous]

I've just been onto Sky re this Lip Sync issue and have negotiated a significant refund (basically the Atmos subscription backdated to the beginning of the issue). It took me declining the original offer first and insisting on better recognition of the annoyance to get there but currently not out of pocket for a service that hasnt been delivered. 

The bad news is that there is still no fix as yet and they're recommending the workaround of setting Audio output to PCM stereo.

They've also encouraged me to phone back and discuss once it is fixed to discuss further. 

Maybe worth giving them a call. The more money being refunded, the more it may focus their minds....

[Littletaffia]

@Anonymous Well done. When I tried I was dismissed out of hand with Sky blaming my Atmos (and HDR) problems on my equipment. As a result they lost a customer as I immediately cancelled my subscription and won't be going back.

[AJM48]

IansF ....  Was there a particular number that you used to complain or was it the online number which just connects you to the India Call Centre

[Anonymous]

No just the Sky Customer Service number. I would say by the consistency of accents I've spoken to, it's based in Scotland 

[Trevorchaffey]

You said end of January  its March now dont you think it is a bit late now. Come get tv back give me a refund fed up with your  lies

[Cleocleocleo]

From Sky today. Our back office team will be releasing a software patch for the lip sync issue on Sky Stream, we have set a review on your case for 19/3/2025. We do apologise for this issue & any frustration caused. 

[Cleocleocleo]

I used the WhatsApp option to complain. 

[Mark39]

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@Trevorchaffey wrote:

You said end of January  its March now dont you think it is a bit late now. Come get tv back give me a refund fed up with your  lies

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The fix was indeed rolled out in January but was only partially effective. Sky are aware. The issue is still being investigated.  Feel free to contact Sky to complain, if you wish.

[Hasgas]

Constantly out of sync since I got Sky stream 1 month ago. When will this be sorted.

[lettice]

@Hasgas 

Moved your post to this ongoing issue thread.

Sky are still working on a fix for this issue.

Have a read of the answered post in this thread for the latest from Sky.

[Super+Anthony]

It's awful tonight on TNT sports watching the football