Lip Sync issues - Sky Stream

[Exiled-in-HH]

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@Jason+Golding wrote:

HDMI cables are binary they carry zeros and ones. Generally there is no difference between cheap hdmi cables and expensive ones. 

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But there are significant differences between 1.4, 2.0, and 2.1 cables😉

[JT_0489]

When are we going to get a concrete update from Sky, this is still being referred to as a 'Temporary Issue'. However, there is no clear resolution in sight, other than to turn off sound quality... and Sky aren't sharing any progress. 

Please can somebody from Sky share when the next round of 'fixes' are going live and what sort of timeline we're looking at to have full functionality?!

[koopie]

Exiled-in-HH

Would you recommend upgrading all HDMI cables to 2.1 or is that overkill?

[Skull+Treaty]

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@koopie wrote:

Would you recommend upgrading all HDMI cables to 2.1 or is that overkill?

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@koopie 

If you're looking to take advantage of HDR content, either of the below should be fine:

Premium High Speed HDMI -  up to 4K resolution with high dynamic range (HDR) at up to a 60Hz refresh rate
Ultra High Speed HDMI -  up to 10K resolution with HDR at up to a 120Hz refresh rate

If you have source equipment connected that doesn't support HDR (or the higher res and/or refresh rates) and it's working fine - no need to change the cables. If you're planning on upgrading that equipment, future proofing shouldn't hurt. 

[Super+Anthony]

I brought this one

 

[Matt+Nunns]

Are we going to get an update from Sky on when they intend to fix this? Fed up of audio issues from a premium service! Audio now dropping only on Apple TV for 2-3 seconds at a time, you need to reboot the box daily to keep it anywhere near stable, just terrible, terrible piece of kit!

[Jimjob]

I'm now having problems with linking my Bluetooth cinema system to sky glass. I used to be able to use the tv sound and the Bluetooth cinema system sound without problem. Now I get an echo like it's out of sync. It's so frustrating as I've had weeks of problems since they last did an update. As you say we are paying a premium price for for not a premium service. I'm going to psych myself up to ring sky as this really isn't good enough

[Littletaffia]

@Jimjob Don't hold your breath for a worthwhile reply off Sky. I rang them twice and the second time I was told to use PCM. No good for me as I have my audio going through a top tier Denon AVR. As soon as I said that they blamed it on Denon. Everything else including Apple TV and two blu ray players all work perfectly.

There must have been a problem with the puck as I couldn't get Atmos nor HDR in a regular basis. I asked them for a new puck and was refused. Still took my money for it though.

So I've voted with my feet and left Sky. I know some will say that I shouldn't be replying to this thread because of them but I think it's important for people to know how Sky will deal with this on going problem and the way they ignore complaints.

[Anonymous]

I totally sympathise.  It is insulting how long this has been going on for and the utter lack of customer service.  We are locked into a contract until Feb and then we too will be moving on

[Matt+Nunns]

It's outrageous that they blame the "high end" audio kit. They're charging people extra for Atmos, which would imply the equipment is capable of it and, as many people have stated on here, every single other streaming device seems to work fine with external audio equipment.
Either Sky can't fix it because the kit has a fundamental issue or they aren't interested in fixing it but still want to take people's money for services they can't use. Not sure which is worse.

[Jonny16]

I think a large percentage of users will just use the speakers in the TV, or have the audio set to PCM and therefore not see the lip sync issue. In the grand scheme of things, it will be a small percentage of people who complain and who have external AV equipment, hence sky not being bothered.

[Mister_Dalek]

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@Jonny16 wrote:

I think a large percentage of users will just use the speakers in the TV, or have the audio set to PCM and therefore not see the lip sync issue. In the grand scheme of things, it will be a small percentage of people who complain and who have external AV equipment, hence sky not being bothered.

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Correct. 

Sky Stream is a mass market product. By comparison, users of more sophisticated AV equipment who care about the quality of image and sound they receive are very much a niche market.

[Anonymous]

I'm not sure I agree.   I, and many others, have a soundbar to offset the usually poor audio from the TV set.  I'm not alone in this, most people I know do similar.  Those sound bars usually offer Dolby etc. which are on by default.  At least that is how the issue came to light for me.  So I don't agree this is somehow a niche or specialist issue.  And even if it was, does that matter one uota to the poor service being shown here?

[Mister_Dalek]

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@Anonymous wrote:

I'm not sure I agree.   I, and many others, have a soundbar to offset the usually poor audio from the TV set.  I'm not alone in this, most people I know do similar.  Those sound bars usually offer Dolby etc. which are on by default.  At least that is how the issue came to light for me.  So I don't agree this is somehow a niche or specialist issue.  And even if it was, does that matter one uota to the poor service being shown here?

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Many people just aren't sensitive to lip sync and don't really notice it. As long as they can see something and hear something from their TV/soundbar they're happy. Sync is a secondary concern, if it's even a concern at all. 

I'm constantly astonished at how many people I know who have never tweaked a single setting on their TV or soundbar and are burning their retinas from horrendous overly saturated brightness and colour on their screens, or are using a soundbar with a price tag and capabilities far beyond what they're actually using it for. 

I agree with you though - it doesn't matter one iota, it's just an observation from someone who works in the industry. That's why I left Sky months ago. I had Stream for a year and it just didn't improve so I now happily get my fully streamed TV services elsewhere.  

[BobbiElman]

I do not understand why I have audio sync (lip sync) issues STILL with SKy Stream on Both Pucks .. I have the highest broadband / WiFi you can get in London , so it is not that .  And there seems to be no pattern at all, with the sync issues happening at random times Including when I FIRST turn Sky stream on.  

It is highly annoying to have to continually turn off and turn back on , or at worst having to unplug the puck just to stop the audio sync issues .  Having two pucks and every few days having to switch off and on or reboot one or the other pucks.

I have talked to support and did all they said and yet the issue persists.  Today the sync audio was Wildly off when I turned Sky stream on just this morning .  The other puck was fine .  It just makes no sense