Lip Sync issues - Sky Stream

[Anonymous]

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@AndrewF_UK wrote:

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@niceman wrote:

Hi re lip sync issue you say the update was rolled out the end of Jan, So why does my TV still having this problem!

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The fix didn't resolve it unfortunately and we're awaiting another update.

In the meantime there are two effective workarounds

1. Pause for a moment and then unpause
2. Change channel then change it back again

I prefer #1 because I don't miss anything.

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...also changing Audio output to Stereo or Passthrough seems to (at least for me) resolve the issue. Although as someone paying for ATMOS this is annoying. 

[GD1]

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@Mark39 wrote:

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@Super+Anthony wrote:

Then maybe Sky should sort it quicker and I am not the only one saying this. We are the customers after all and the ones who are paying and deserve better @Fothergill1 

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I imagine that finding the cause and addressing it haven't proved as easy as you think, otherwise Sky would have 'sorted it' by now. I doubt they're deliberately taking their time just to annoy you. If you don't want to be patient, you have the ultimate sanction.

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I agree, as this isn't affecting all customers it's likely more difficult to locate the route cause and action a remedy for it.  

[Bluegiraffe]

I would expect they have a test harness where they are able to set up multiple hardware devices with different connectivity, automatically switch between channels and get logs out that would indicate if they lost sync between audio and video.

If they don't - finding this issue will be tricky

[Bertfegg]

Just to add to Sky's misery, the latest update has not fixed the lip-sync issue on my puck. I can be watching (for example) GB News and all is good, I can then change to another channel and the issue is present. I can even begin to watch any programme with the lip-sync in order and over the course of a few minutes the issue begins and I cannot un-notice it now.

I have none of these issues when watching the Amazon Firestick. Our contract ends Nov'25 and the puck will be returned and hopefully go back to Sky Q...

[Bertfegg]

Ditto...

[64monks]

Again, you don't have to wait for the end of your contract. 31 days notice is all that is required with Sky Stream.  At.the moment, there is no termination fee for Sky Stream.  Contact cancellations team to confirm if that is still the case. 

[FletchRGJ1]

Still happening for me..... all the time and I have the new update. 

[Mark39]

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@FletchRGJ1 wrote:

Still happening for me..... all the time and I have the new update. 

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Sky are aware. Still under investigation.

[BC1956]

(removed) Not had a problem with lip sync for a few days but still had the other issues and now the problem with lip sync is back again. @Chloe-W22 you were the only person from Sky to respond to us on this forum and your response was to send us a form and we have had nothing since what is going on??

MODERATOR NOTE: Removed inappropriate language.

[Dav30]

Sound sync out by a few seconds . Have had sky stream for only a couple of weeks. Heard there was a roll out of update to fix problem. Build version on my puck is QS034.023.02P Is this the old version and if so do I just have to wait for sky to send update. Thanks for any info or help

[lettice]

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@Dav30 wrote:
Sound sync out by a few seconds . Have had sky stream for only a couple of weeks. Heard there was a roll out of update to fix problem. Build version on my puck is QS034.023.02P Is this the old version and if so do I just have to wait for sky to send update. Thanks for any info or help

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Moved your post to this ongoing issue discussion thread.

You have the latest Sky Stream build version, which contained audio fixes.
Sky are aware of the issue and working to resolve further for those customers still having issues.

[Simon+F]

I was told by Sky support earlier this week that an issue has just been fixed (I assume behind the scenes not with a new firmware)  for Stream users using Virgin BB.  Initial experience is promising but I will wait to see and I assume many on this thread are not using Virgin.   

[BC1956]

All my services are with Sky, the issue isn't fixed there were lip sync problems last night. Actually while i am writing this the sync has gone out again @Chloe-W22 

[Nasasteve2]

We've had the Puck for a couple

of weeks and I'm really not impressed at all lip sync is awful it's forever changing one program it's fine then the next is a mile out seriously thinking about cancelling and sending it back

[MR17]

Well it's getting worse and worse. Was mostly on SKY channels now it's on all channels.  We have to keep changing channel to get rid of it. Glass TV is the worst product I've ever used.

I spoke to Sky and they said it was my broadband fault, well at 185Mb download and over 20Mb upload via the  ethernet cable from router to TV.

Sky's answer let's upgrade the TV with a new one and hopefully this problem goes away.

Before buying Glass tv 2 I would insist people get it in writing that this problem has been solved. 

Well only 3 years to go then it's in the Bin and a proper smart TV.