Lip Sync issues - Sky Stream

[Common+Sense+Talker]

No it's not the same people, there's new ones dropping in all the time complaining. 

Why are you defending this nonsense? Do you work for sky? 

This product is awful. It's full of bugs, I could list 20+ and the lip sync issue is atrocious. 

Google Chromecast TV, Amazon's sticks, Apple TV, all figure this issue out and correct it on install. You can keep banging the drum for Sky, but at the end of the day it's a rebadged Chinese product they have no control of that is inferior to it's competition. They just stuck their badge on this to save money, rather than make excellent boxes like they used to

[Paul+Dray]

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@Common+Sense+Talker wrote:

No it's not the same people, there's new ones dropping in all the time complaining. 

Why are you defending this nonsense? Do you work for sky? 

This product is awful. It's full of bugs, I could list 20+ and the lip sync issue is atrocious. 

Google Chromecast TV, Amazon's sticks, Apple TV, all figure this issue out and correct it on install. You can keep banging the drum for Sky, but at the end of the day it's a rebadged Chinese product they have no control of that is inferior to it's competition. They just stuck their badge on this to save money, rather than make excellent boxes like they used to

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Yes the same users repost a heck of a lot. Yes there are new users complaining too. Didn't say there wasn't. 
No I don't work for Sky. I'm just a customer with technical experience who doesn't have the lip sync issues in my setup and therefore for me the product isn't "awful". I'm alowed to express that and I'm allowed to try and help others work out if there's something they can try in their setup to get it to work without lip sync issues. 

[Common+Sense+Talker]

But you're not helping Paul. You keep saying "mines alright" and I appreciate you're trying to offer tips on how others might tweak settings on their TV to help, but Google, Amazon and Apple don't need their users to do this. This is a super premium product. Some users will be paying as much as their mortgage for this service, and it's broken. Sky know it too. They chose to cheap out on outsourced Chinese **bleep**. Look on Trustpilot, their reputation is in the toilet. I'll be out as soon as I can. As will most, whether they post on this forum or not. I'd council you, if you respect sky as a brand so much, to lend weight on this problem whilst continuing to help people.

[Paul+Dray]

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@Common+Sense+Talker wrote:

But you're not helping Paul. You keep saying "mines alright" and I appreciate you're trying to offer tips on how others might tweak settings on their TV to help, but Google, Amazon and Apple don't need their users to do this. This is a super premium product. Some users will be paying as much as their mortgage for this service, and it's broken. Sky know it too. They chose to cheap out on outsourced Chinese **bleep**. Look on Trustpilot, their reputation is in the toilet. I'll be out as soon as I can. As will most, whether they post on this forum or not. I'd council you, if you respect sky as a brand so much, to lend weight on this problem whilst continuing to help people.

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I don't just keep saying "mines alright". Stop twisting things. And stop insulting me. 

[Littletaffia]

@BC1956 Saying HDMI cables are a cause is a red herring. Providing you have cables that are certified for the latest spec, I doubt the Sky cables are, they will either work or won't. I actually use the cable that came with my SkyQ box from my Denon AVR to connect to my TV. It's the video that needs the latest build to be able to use HDMI 2.2. Sky Stream uses HDMI 2.1 as do 4K players and Apple TV, etc which is 48gbps. HDMI 2.1 was introduced in 2017.

Sky's cheap cable will work just as well as Audioquest's Dragon 48 cable that will set you back almost £2000. No difference all they do is pass digital data to the TV for conversion. If the audio, the 'clock' is out of sync the cable cannot corrupt it or make it play in sync.

'

[Super+Anthony]

Terrible last night again whilst watching various channels. Had to restart the puck to get it working. Come on Sky. Please sort. Going on long enough for a sub standard item that once fixed it will be a great item

[SG+Aitken]

This is absolutely unacceptable. Not one mention of this when I recently upgraded to Stream from Q. How can Sky "sell" a product with known problems and not even mention it to new customers.

I am extremely annoyed and very likely to cancel as a result.

More infuriating is that you have known about this for many, many months and STILL haven't fixed it 

[DWATER]

Had to switch from virgin media to sky due to house move. eneded u with teh new sky puck - its awful and unwatchable - the sound is so far out of sync to the pcture i end u watching wth subtitles.

I can see on the forums that this is a not a new issue and appears to be affecting hundreds if not thousands of users - have tried all the suggested workarounds.

How do i get to actually speak to someone at sky about it ? have given it nearly 4 months but its just getting worse. Considering the amount of money sky generates I woud have thought they would want to provide a watchable service. 

Help !!! 

[Fothergill1]

Hi @DWATER and welcome to the forum.  You are correct that this is not a new issue but it was fixed for the vast majority of users some time ago (I have not seen it for a couple of months).

Have you tried the recommendations made in the original threads?  Namely try selecting PCM or Passthough in the picture & sound menu (I found DD+ worked best for me).  Alternatively when it occurs just flip to another channel and back again. This option always worked for me.

If you still need to speak to Sky and they are your mobile provider you can phone them by  dialling 150.

If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.

To get past the chatbot just stay silent when it asks you questions and it will eventually put you through to the Customer Services team.

Apparently the quieter times to phone are 7-8 am or 8-9pm

Good luck 🤞

[DWATER]

Thanks for the info. I'm now with sky for everyting so will call them from mobile.

It's definitely not resolved for me. I'm so fed up of rebooting, messing with sounds settings etc and is literally ok for max 20 mins beofre its out of sync again. Changing channels doesnt work either still the same problems. Switching channels whilst watching a series or a film on netflix isn't really an option. Apart from anytihng else is this day and age have to perform work arounds to watch a program shouldn't even be a conversation. I feel like I've gone back to the era of screeching dial up phone connections.

Really frustrating is that the previous owners had sky q set up all around the house we purchased that sky wouldn't allow us to continue with.

[BenJoBanjo]

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@DWATER wrote:

Thanks for the info. I'm now with sky for everyting so will call them from mobile.

It's definitely not resolved for me. I'm so fed up of rebooting, messing with sounds settings etc and is literally ok for max 20 mins beofre its out of sync again. Changing channels doesnt work either still the same problems. Switching channels whilst watching a series or a film on netflix isn't really an option. Apart from anytihng else is this day and age have to perform work arounds to watch a program shouldn't even be a conversation. I feel like I've gone back to the era of screeching dial up phone connections.

Really frustrating is that the previous owners had sky q set up all around the house we purchased that sky wouldn't allow us to continue with.

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If you cannot get Sky Stream to function reliably then there's no reason why Sky can't offer you Sky Q, particularly if the house is already wired up for it with a dish and cabling. Sky Q is nearing the end of its life but Sky do still sell and support it. It's buried away a bit on the website but you can still order it. 

[larky+marky]

The Sky puck is bloody aweful.

For some inexplicable reason, Sky has decided to put the settings right down at the bottom of the page and when you need to adjust the settings like lip sync, there's no picture to set the adjustment too😠. Well done Sky, 

I really hope Sky wakes up and sends us all a version 2 that actually works. 

[BenJoBanjo]

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@larky+marky wrote:

The Sky puck is bloody aweful.

For some inexplicable reason, Sky has decided to put the settings right down at the bottom of the page and when you need to adjust the settings like lip sync, there's no picture to set the adjustment too😠. Well done Sky, 

I really hope Sky wakes up and sends us all a version 2 that actually works. 

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There is apparently a new gen2 Stream puck out there now... but according to a Sky employee on here it is no different to the first version. It's probably just a new batch made in a different factory with perhaps a slightly different WiFi chip or something. Sky won't be sending them out to existing customers anyway. 

The lip sync adjustment is baked into the SkyOS so they could change that in a future software update. Whether or not they will is not known. 

[lettice]

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@larky+marky wrote:

For some inexplicable reason, Sky has decided to put the settings right down at the bottom

I really hope Sky wakes up and sends us all a version 2 that actually works. 

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Just say Settings into your Sky Stream remote, saves scrolling down the menus.

It is not a Gen2 puck, like the Sky Glass TV is an upgrade in specs to the Gen1 TV.

There is no expected performance difference to the current puck.

Expect, its just a similar chipset from another supplier. Something many hardware manufacturers do to help steady supply chains.

You cannot request one as a replacement for your current puck and as far as we are aware there is no plan for any replacement of a current puck with this one.

But expect going forwards, new customers will be sent one or the other.