Sky tv sound - constantly out of sync

[PurpleOrange]

Hi

I have been trying to get this resolved for MONTHS - everytime we go through the turn it all off, reset everything and obvious options. One call handler said it was beciase we had gone out of contract and we had to renew - which we ANNOYINGLY did. Problem has continued, One was going to call me back - that was weeks ago. Several just hang up on me when they realise what i am calling about - I am just not getting any solution to this.

Sky Glass TV downstairs (on ethernet) and Puck (5m from router) both go out of sync and now have started to also freeze.... 

[Tony+Nacho]

Phone call last week from Sky to say that my TV had the necessary software update done to make a fix for lip sync issues.

Watching sport this weekend - the audio sync is still an issue. The matter has sadly not been resolved by the software update.

[AndrewF_UK]

What is the version you're running? You can see it on Settings at the bottom of home. 

[Amac2k]

Good to know!

I've just 'upgraded' to the puck (and already seeing lip sync issues) as I'm about to move to a let that dose not want a dish attaching to their wall so this is the only option.

So a downgrade would not be possible and if it continues much longer I would have to seek a cancelation under the UK trading standards 'not fit for purpose..' rules!

[KG648]

I cancelled within 8 mins within contract, mentioned the lip sync problem , it's unwatchable - no questions asked.

[Amac2k]

It's possible 🤔

I've got a zippy Unifi rig with a a 5G AP about 3 foot from my puck with a 45db signal strength - I've seen lip sync issues in both directions..

soound first then lips moving and 

lips moving then sound 

 

[Fothergill1]

@KG648  That's a shame as overall I find Streaming much better than Sky Q and is certainly the future of TV watching.  Although the lip sync is certainly annoying it is simple to get it back in sync by just flip to another channel and back again.   This always resolved it for me and lasted a few days before it reoccurred.  The problem is more serious for some users who found that it went out of  sync again a few minutes later.  I don't know what has changed but I haven't actually seen any lip sync problems recently and I have not yet received the latest software update on my puck..

[KG648]

Thanks for sharing, sadly that didn't work for me (changing channels). It got worse when trying to watch non-live content.  The concept is great, but I was wasting so much time trying to resolve it and observing if the picture was in sync with the sound.

It was to the point for me where it was stressful and just a hinderence to watching tv.

Equally annoyed that I've paid for this for months and although accepted, no comp.

[Skyman89]

Hi all,

To hear that some of you have had the update and it's still the same suggests to me that can't find the fault. Someone mentioned on another site but I don't know if true or not is that sky's servers are not upto scratch with the amount of current subscribers which to says to me they know its a problem they can't fix unless they take on more compacity which sky obviously won't due to cost to them. So they're charging everyone for a product as stated is not fit purpose. I would take this further with ofcom but considering they take months to resolve anything and I have to stick with sky to see result it's money I'm not wasting anymore. Unless there's more of you willing to complain with me somehow petition etc. 

[AndrewF_UK]

@Skyman89 I've not seen anyone (I may have missed it) confirming they're on the latest version and that they're still having the issue. Someone said they updated but they didn't confirm the version number. 

[Case]

No update for me still on QS034.23.02P just did a factory reset but that did not force the update to download. I sure Sky will get around to releasing this update soon. Be nice if they would actually release the change notes, but I doubt they would be that confident.

[AndrewF_UK]

@Case yeah don't bother with that in future, Sky has a planned roll out and your device will be eligible once it's enabled on their side, there's not a way to trick it to bump the queue.

[Super+Anthony]

Agree completely that they should issue notes to let us know what the updates are all about. Really don't get it, or do they just not want to let us know what they have fixed as it would then imply that it was not done correctly in the first place @Case 

[AndrewF_UK]

@Super+Anthony a bunch of reasons

1. They want new features and launches to be managed by the marketing team, not the software team
2. They may not want scrutiny over every little change they make
3. Competitive reasons, there may be changes in the system not live to us users yet and they don't want competitors to see what is coming

Probably a mix of all of them. They do tell us when specific versions are known fixes for specific faults, and then follow up with feature launches separately.

Full changelogs are rarely shared outside of internal development teams, except for open source projects. Those that do normally don't reflect the true changelog and are psuedo-marketing, which Sky does separately.

[Super+Anthony]

Thanks @AndrewF_UK They used to though. There was an official site that listed the update?