Lip Sync issues - Sky Stream

[kendoe47]

Hi, No matter what you do it will not fix it. I have had a considerable amount of conversations with the technical department who by the way gave me their direct phone line. The problem is known and is taking sometime to sort out. Several updates have not cleared the problem. But the funny thing is not everyone is affected and the problem is intermittent. You can go a couple of weeks without problems and it comes and goes. It's definitely a latency problem in my view. The one temporary fix that definitely cures it is changing channels. There is also a link to this problem with advertising breaks which sometimes creates lypsync. 

This problem has existed since the introduction of  Sky glass gen 1 and the introduction of the sky stream puck and it is also evident on Sky glass gen 2. Personally I think Sky is struggling to fix it.

[kdp99]

Thanks for the idea, just tried it but no joy.

[Ziggy558]

Hi, We are new to Sky and Sky Puck. I notice that the vision and sound are not in sync. It's quite distracting watching people speaking where the vision is a second or two behind.

Anyone else had this problem?

[kdp99]

Yup had it for a while. Seems to be getting worse rather than better. Many others report it well.

[Littletaffia]

@Ziggy558 It's been well known for over a year. I had the Puck in March last year, lip sync was not the only problem. It's absolutely disgusting that Sky are still providing a defective product and charging full price. I stuck it for six months then cancelled my subscription. Customer support was also dire wrongly blaming my problems on my AVR and my TV.

[Super+Anthony]

@Littletaffia Yes they do seem to constantly blame our ISP or network rather than taking responsibility on their product on various issues, not just this one. Sky stream is a great product and an trying to be patient😉

Let's hope that our patience continues and the puck will then work correctly and removes all the glitches

[Garelaos]

As it's been 2 months since this answer. Do you have an update? I have just purchased sky stream and now have synch issues. This should have been flagged before I pressed the buy button. 

[Littletaffia]

@Garelaos You are fully within your rights to cancel under UK consumer law as it's not fit for purpose. Sky should not be allowing this product to be sold or at the very least telling potential customers that there may be a problem. It doesn't happen to everyone and the problems vary from lip sync to other issues. Until Sky roll out a complete new puck the problems are going to continue.

[BC1956]

Hi @Garelaos you need to contact Sky direct there is nothing we can do for you on communities, we are customers not Sky people. Just FYI this issue has been going on for well over a year

[Mark39]

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@Littletaffia wrote:

Until Sky roll out a complete new puck the problems are going to continue.

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You're assuming this is the result of a hardware problem. There's no evidence to suggest that's the case.

[koopie]

Actually it started in Sk Q many years ago and well before the Sky puck and Sky Glass came on the market so it's an old fault in old software whhich apparently Sky have rather lazily copied over to the puck instead of creating modern software.

[cynonvalleyboy]

Garelos 

This problem has been going on for months and months, it's not new 

[BC1956]

It's amazing the press have not picked up on this its been going on for so long there are 1000's of complaints on this discussion alone, and there are other discussions on the same topic

[Littletaffia]

@Mark39 It's obvious that the software and software updates are not working. It's got more bugs than a David Attenborough programme. It could be a hardware problem because of cheap components. The two might very well go hand in hand. The answer is to design a new puck from the ground up and don't use paying customers as beta testers.

I had my puck in March of last year and I believe the problem was known even that early. I stuck it for six months, paying for a product that wasn't even giving me Atmos and HDR. What really rankled was Sky's insistence that it was not their fault, it was Denon or Panasonic, but not Sky. Apart from the occasional freezing needing a re-boot SkyQ was far more stable. What I would have liked was an acknowledgement that there was indeed a problem, not if we deny it it will go away attitude especially with long standing customers, I had been with Sky for around 20 years.

I probably dip in and out of NowTV and binge when I think there are programmes worth watching as that service seems problem free on my Apple TV.

Apple had problems not disimilar with their 2nd generation puck so brought out a new 3rd generation which solved them. The current 4th generation works perfectly. I know you could argue that you have to pay a fair bit for the Apple puck, that Stream is free and argueably more complex. However having the two running side by side Apple has better PQ and SQ and works well with my set up.

[Mark39]

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@Littletaffia wrote:

@Mark39 It's obvious that the software and software updates are not working.

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That, we might agree on.