Lip Sync issues - Sky Stream

[charliedawg]

I have recently reported to the forum that I have complained to CISAS about the ongoing lip sync issue with Sky Stream.  Two of my comments on the forum have been deleted because I am being accused of breaking the Community Rules specifically "Don't incite complaints, campaign or lobby".  In the interests of fairness , let me quote from Sky's own terms and conditions as follows:-

"If your complaint relates to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process, and we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to Sky, or if you’ve received a notification from us saying that your complaint has reached "deadlock" with nothing more we can do, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made and put things right for you."

Please accept that I am not inciting anyone to complain but simply quoting Sky's own policy.

[Paul+Dray]

---

@Mark39 wrote:

---

@Super+Anthony wrote:

@kendoe47 I completely agree and been saying this for a while. The puck I don't think and many others have said the same thing, including Sky engineers and they say it needs major improvement

---

You have indeed. And yet the Puck works fine for most which would suggests no major hardware improvement is needed.

---

I mean saying that is always going to annoy those that have the issue but I have to agree that it must be the case that its ok for the majority of actual stream customers (not just forum posters) as there's no way if it was most people who had sound being seconds out of sync all the time as some have reported that the service would have as many customers as it does. They'd all have quit by now and the service would be unsustainable. It's also the reason why it's taking Sky a long time to identify the issue since it's not an issue for everyone. 

[Paul+Dray]

---

@charliedawg wrote:

I have recently reported to the forum that I have complained to CISAS about the ongoing lip sync issue with Sky Stream.  Two of my comments on the forum have been deleted because I am being accused of breaking the Community Rules specifically "Don't incite complaints, campaign or lobby".  In the interests of fairness , let me quote from Sky's own terms and conditions as follows:-

"If your complaint relates to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process, and we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to Sky, or if you’ve received a notification from us saying that your complaint has reached "deadlock" with nothing more we can do, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made and put things right for you."

Please accept that I am not inciting anyone to complain but simply quoting Sky's own policy.

---

I think the point they are making is that it's up to each user individually to seek out and find skys complaint policy and procedure and take action if they so wish. 

[Anonymous]

Yes well put @Paul+Dray 

I'll add to that that I think this issue more than others is tricky because a symptom of lip syncing issues can have countless causes.

The Sky team is working hard on fixing the bigger ones, but some are going to be environmental or really obscure and take longer to fix. This thread in some ways assumes everybody is having the same issue, when in practice everybody is having a similar symptom. I think there's also a human element to this, which we need to be mindful of, where a person might be more sensitive to this than others, even on identical setup. It's a tricky one indeed! But I'm glad to see some positive progress is being made and for me at least this seems solid now. 

[MattCray]

This is interesting - I have the puck set to auto, but can go and change it tomorrow.

The suggestion on TV settings is also interesting and something I can check - I don't THINK I will have ever added anything in there, but I may have done in the dim and distant.

And as you rightly say - Ray is optical only, which is precisely why I bought it for her - wondering if HDMI was causing the Lip Sync issue and thinking I'd take that out of the equation. 

[Anonymous]

Thanks @MattCray, it would be good to hear if you find anything that solves your particular issues once you've had a play 👍

[MattCray]

Will do - but I think the thing that's becoming apparent is the SW update Sky have recently pushed out is no Silver Bullet. 

[Common+Sense+Talker]

The puck may work fine for lots of people that are either using their TV Speakers or have reverted to 1960's Pulse Code Modulation PCM setting. But those of us who, who are paying for Dolby Atmos using 21st century audio equipment are having an issue. I've got a £40 Google TV Chromecast that is doing a better job than this product. As did my old Nvidia Shield. They don't have issues switching off the TV and they don't go into an unrecoverable sleep state after 10 minutes of inactivity either.

I think personally that as the Stream (as I understand it) is basically just a rebadged product manufactured by another OEM, that just don't have control over these bugs. They may be able to skin the UI, but I doubt they have any other control over the bugs. After a year of trying to fix this issue with no luck, I assume they've just done a costing and decided that losing a percentage of customers is cheaper than the reputational damage of admitting the hardware is flawed. What other explanation could there be?

[cynonvalleyboy]

It seems that the sync issue has been resolved for glass, not sure about the puck which I have on the tv in the bedroom, don't watch it that much 

[Paul+Dray]

---

@Common+Sense+Talker wrote:

The puck may work fine for lots of people that are either using their TV Speakers or have reverted to 1960's Pulse Code Modulation PCM setting. But those of us who, who are paying for Dolby Atmos using 21st century audio equipment are having an issue. I've got a £40 Google TV Chromecast that is doing a better job than this product. As did my old Nvidia Shield. They don't have issues switching off the TV and they don't go into an unrecoverable sleep state after 10 minutes of inactivity either.

I think personally that as the Stream (as I understand it) is basically just a rebadged product manufactured by another OEM, that just don't have control over these bugs. They may be able to skin the UI, but I doubt they have any other control over the bugs. After a year of trying to fix this issue with no luck, I assume they've just done a costing and decided that losing a percentage of customers is cheaper than the reputational damage of admitting the hardware is flawed. What other explanation could there be?

---

The operating system isn't controlled by the hardware manufacturer. All the software is Sky and more than just a user interface skin.

Im using my Stream for Dolby Digital Plus on my AV receiver without issue. So not just a straight through TV speaker setup. 

[Common+Sense+Talker]

@Paul+Dray 

But you're not using Dolby Atmos according the hardware in the signature. A lot of soundbars and receivers now decode this. Perhaps this is the issue?

[Anonymous]

@Common+Sense+Talker I'm using a Sonos Beam with Dolby Atmos without lip sync issues after the latest updates (although I had them rarely before anyway), what's your setup? (It may have been said before but this is a long thread)

[Common+Sense+Talker]

@Anonymous 

I'm using a Sony Bravia 7 K65 XR 70 through a Denon AVR-X3300W. I've tried both my Stream boxes and neither sync well. I've had this Stream box for about 8 months and I've tried everything, including replacing all my cables. But nothing works. It's poor on live TV at times and can sometimes be temporarily cured by switching channels, but I find it particularly bad with on demand programmes (especially UHD ones, The White Lotus was utterly shocking). As it's different depending on what I'm watching, it's impossible to tune the sound delay on my amp. Plus sometimes it starts off OK and then seems to drift off.

I had the same problem with my old TV, a Sony Bravia KD-55X8005C, but it's much worse with my new Bravia 7. I never have any issues with my UHD Google Android TV Chromecast, not with the Android TV Chromecast built into my TV, nor did I with my old Sky Q boxes or the last Virgin box I had (on this receiver and my old TV, obviously).

[Paul+Dray]

---

@Common+Sense+Talker wrote:

@Paul+Dray 

But you're not using Dolby Atmos according the hardware in the signature. A lot of soundbars and receivers now decode this. Perhaps this is the issue?

---

Most of the content stream users will be receiving won't be in Dolby Atmos though. Only specific ultra HD content. From what I understand those having the lip sync issues get it on most general channels and programs.

[Anonymous]

---

@Common+Sense+Talker wrote:

@Anonymous 

I had the same problem with my old TV, a Sony Bravia KD-55X8005C, but it's much worse with my new Bravia 7.

---

This is interesting! So with the same puck and sound system, your lip sync became worse when you changed to a new TV?