Lip Sync issues - Sky Stream

[Littletaffia]

@Mark39 I think if you read my post that Sky have now acknowledged that there is indeed a problem and that they are still investigating. That was not the case when the issue first started to get wider publicity. Customer services were quick to lay the blame on other connected equipment. There are plenty of instances of firmware malfunctions on very high end audio visual products and other streaming services so Sky is not uinique.

However it seems that Sky are still sending out problematic pucks, there have been several new responses here people who have only just had their pucks. There are other problems besides the lip sync issues which may or may not be related. It would be a logistal nightmare if every puck owner decided to send theirs back and have their old SkyQ box back. Those with problems are not really being kept up to date with how the problem solving is going and it's in danger of turning into a public relations issue for Sky.

With Apple TV I think the lip sync issue came with the second generation box. Apple where quick to bring out firmware updates but also started to manufacture a third generation box. This really is what Sky have to do. It's no good pestering Sky for a refund, that's never going to happen. Customers will either have to live in hope that the next firmware roll out will solve the issues or live with the problem and forego Atmos if you have such a layout and for which you are paying a premium.

My advice to Sky is to keep your customers informed, it only takes a few minutes to post an update on this forum.

[Mark39]

@Littletaffia I wasn't responding to your post.

[Super+Anthony]

Excellent points @Littletaffia 

[Super+Anthony]

Needs to done more urgently and this is not the only issue @Mark39 

[Anonymous]

I don't want to stress the point too much because it's been said many times before but a lot of these problems do seem to be environmental in that it's not reproducible across different accounts and households. I don't think it's accurate to say the Puck isn't fit for purpose or desperately needs a revision, because for many of us it works very well. 

We don't know, for example, how many people are affected by bugs like this. We do know that a forum like this is naturally going to have a focus on problems and because of that you might extrapolate that this is a problem that effects the majority, but actually across the tens of thousands of Sky subscribers this might affect a small user base. I'm not saying that's the case, but it's just as likely as not. 

We do know that Sky is actively working on a fix for this, and I would say suggest they may be reluctant to announce things prematurely until they're sure it's fixed because when they previously said they thought it was fixed and when it didn't fix it for everyone people got more upset.

Regarding refunds or compensation, this community is clearly not the right place to lobby for that. You're best to speak to Sky or raise a complaint if you feel this way as they're the only ones who can do that. 

I appreciate the frustration with bugs like this and the expectation of a good service, but I just wonder if people might be going round in circles with this when we know the only thing to do is wait and the only way you can request a refund is to actually request a refund.

[Super+Anthony]

Very valid points @Anonymous but I think for many it's all very frustrating the issues and that probably Sky should have done much more before bringing out the product

As you say, there will always be issues but we don't seem to be getting value for money at this stage

As I have mentioned a few times, it's a great product but just needs ironing out a bit quicker

[Mark39]

---

@Super+Anthony wrote:

Needs to done more urgently and this is not the only issue @Mark39 

---

Do you seriously believe Sky are deliberately dragging their feet?

[Super+Anthony]

Just saying it needs to be done quicker as and  we not getting complete value for money

They should be offering credit to everyone who is being affected each month till all the issues are fixed

[Mark39]

---

@Super+Anthony wrote:

Just saying it needs to be done quicker as and  we not getting complete value for money

They should be offering credit to everyone who is being affected each month till all the issues are fixed

---

That's unrealistic.  But you could seek a refund by asking Sky directly. Or you could cancel.

[KG648]

Sadly I assume they won't let you cancel within your contract period.

I'm struggling with this, I managed to get a small gesture but this is driving me insane. I've spent hours as have many playing around with settings, tv, amp and Sky, I can get close for one programme but then others are wrong.

[Anonymous]

@KG648 theres evidence of people getting out of their contract if they can demonstrate it's not working for them. Sky isn't really in the business of building tech prisons which lock you in if it doesn't work. 

[KG648]

Fair enough and thanks for that. I mean I do like watching Sky channels when they work, if I was to cancel it'd be hard to know "when" to come back. I'll mull over it, but at the moment for me it's a waste of money.

[Anonymous]

Understood. I'm hopeful that this thread will be archived before long because the issue will be behind us 🙂

[Super+Anthony]

Agreed 😉  @Anonymous 

[KG648]

The question is, is it in my dreams or not? 😄