Lip Sync issues - Sky Stream

[BC1956]

I have Amazon fire sticks as well as Stream and have no issues at all with the fire sticks. I still have lip sync issues with stream and on top of that am now getting blank screen the only way to get the system back is to turn the power off. Looking at the posts these issues have been going on for nearly a year. As sky customer services and community managers are no help I have now started posting on X (Twitter) @SkyHelpTeam @Skyuk

[Paul+Dray]

---

@baccattack wrote:

It's set to auto. I've not run into any issues with decoding of DD, 5.1 soundtracks etc. but if I get more issues I'll give pass through a try.

---

The puck decodes fine it's just that you can often fix lip sync issues by getting your AV amp/receiver to receive clean data and do the work itself. So Passthrough is the best setting for that setup.

[Paul+Dray]

---

@Littletaffia wrote:

@henryegbu It's nothing to do with eARC or HDMI 2.1. I ran Stream through my Denon AVR and had constant lip sync problems. I didn't rely on eARC a my connection from the puck was direct to my Denon AVR. Even in HDMI pass through the problem was still there through the TV's speakers.

---

You have a Denon AVR and your using the TV's built in speakers?

[p0tatobiscuit]

Just adding my recent experiences to this thread. In the last few days have been experiencing freezing picture, sound cutting out, then delayed sound and in some cases black screens. 

Haven't had any issues previously since getting Stream in March last year. Am on 1Gbps Community Fibre and it's certainly nothing to do with my speeds, router etc. 

Really infuriating as it seems to be getting worse and it's just not possible to watch live TV at the moment. 

Have tried resetting etc.

[Littletaffia]

@Paul+Dray On Denon AVRs you can assign a HDMI input to pass through video and audio without engaging the AVRs surround sound capabilities, it does this whilst in standby. The connection was Stream to Denon to TV. Lip sync was problematic using the surround sound as well as the pass through capailities of the Denon. I always used this way of connection for SkyQ as well and didn't have any trouble with Q as you were able to set a delay which, if memory serves me, was 60ms. Once set it worked fine on SkyQ.

There were simply too many problems with my particular Stream. Both Atmos and HDR only working individually but never together. Also when turning on the puck it would revert to 1080 and have to be reset to UHD. I asked for a replacement but it was never forthcoming and Sky blamed my Denon for the problems, so I sent it back and am no longer a subscriber and very unlikely to ever be one again.

[P11RAR]

After some tinkering around with incredibly out of sync BBC channels, I have found a temporary work around to re-sync the audio track.

With the off-sync channel on, on your Stream remote there is a button with three white dots under the power button. Press this. You'll see a menu on the lower third of the screen with subtitle and audio options. Change the audio track to "English AD" - this will cause the feed to re-sync. If an AD (audio description) track accompanies the picture, you'll hear that, but if it doesn't it will automatically revert to the standard English audio track. If it does have an AD track after you switch it over then you can just switch it back to English and the audio track will remain in sync.

Although not ideal this work-around has continually worked for me.

Also, my audio settings are set to pass-thru.

[Jaikido007]

Came here with this problem only to see your post was 9 months ago and clearly it's still not been fixed.  Simply not good enough from Sky.

[Terry107]

I have probelms with speech being out of sync a lot of the time. Not all the time and not just on one channel.  I have Sky streaming but I keep losing the programme and am asked to wait whilst it loads. It just cuts out and can take ages to start again.  I went on chat line but they coul dnot help just referred me to a number with a recorded message  and it sent me a text about Sky Glass which I do not have, I just want to get this sorted  and speak to someone but the whole system seems to avoid this. Any ideas please.

[Super+Anthony]

It was really bad last night on UHD main event with the golf along with the normal golf channel

[Jonty1964]

I had a telephone call with Sky compalints team today. They said that they were aware of the lip sync problem and they were working on a fix. In the meantime the only resolve is to switch channels and then back again. When I asked when a fix would be implemented they could not give me a date. I did say that it was not satisfactory that to sit down and enjoy a tv programme you have to keep switching channels. I said the best option for me now was to avoid Sky and use Freely. They did not respond to that.

[JeffGall]

I know Sky offer compensation when this broadband is down,  given that their streaming service hasn't been working for months now what level of compensation are they offering for this lack of service?

[Super+Anthony]

It's awful on bbc1 with the football today

[Trickydicky51]

@JeffGall , I had a phone call this afternoon from a sky rep as a result of my raising a complaint, and I mentioned about I would like compensation for an unacceptable TV service. I mentioned that there is a compensation scheme for Broadband but the sky rep pointed out that was for total failure, and the TV problem is not total failure. They said they would raise this again as there is no forecast of a fix date, but don't hold your breath for any compensation!

[Super+Anthony]

Thanks for sharing @Trickydicky51 

[JeffGall]

Thanks,   I'll log it with their service desk too and if I get a similar push back,  I'll check with COMREG and see what options if any I have as a consumer.