Lip Sync issues - Sky Stream

[Jonny16]

@Anonymous they literally told you sky have a technical support phone number and an online customer complaints form. What more do you want!? Try ringing the technical support number.....

[Anonymous]

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@Jonny16 wrote:

@Anonymous they literally told you sky have a technical support phone number and an online customer complaints form. What more do you want!? Try ringing the technical support number.....

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Have you ever tried phoning that number?  Or using the form?  

[Jonny16]

@Anonymous yes and had success with different issues in the past. You should try it instead of expecting others to do all the hard work for you.

[Paul+Dray]

I've used all the channels available in the past with varying degrees of success.

[Littletaffia]

@Jonny16 Little point in phoning the service department they'll just blame the problems on either your TV, AVR or soundbar. Initially they said they would send out a new puck, when it didn't arrive I phoned again and was told that there is nothing wrong with Stream the fault lies with your Denon AVR. Next phone call I made was to cancell my subscription and send the useless bloody thing back.

Sky just doesn't seem to care and are quite frankly taking the wee wee and quite a lot of money which they simply don't deserve.

[Anonymous]

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@Paul+Dray wrote:

I've used all the channels available in the past with varying degrees of success.

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I've had none.  Just spirals and spirals of frustrating none action.  I guess experiences differ. Regardless our experience of Sky's qualuty of serivce and customer service is enough that when our contract expires we are out of here.

[Paul+Dray]

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@Anonymous wrote:

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@Paul+Dray wrote:

I've used all the channels available in the past with varying degrees of success.

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I've had none.  Just spirals and spirals of frustrating none action.  I guess experiences differ. Regardless our experience of Sky's qualuty of serivce and customer service is enough that when our contract expires we are out of here.

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Yeah for sure if you don't feel you've had satisfactory resolutions to issues you're facing and don't want to wait for things to improve then yep make your formal complaints and don't renew. Frustration is par for the course in this crazy world, not just with Sky TV sadly. 

[Bluegiraffe]

I only have audio sync issues on some channels (Discovery and HGTV being main cuprits)

Chaninging to another channel and back again normally solves it I have no Dolby Atmos, or soundbars, or lcheap HDMI cables.

Audio and video should be delivered in the same stream and there should be no reason for them to go out of sync, audio samples should be discarded when video samples are lost and sync should be retained.

Bluegiraffe

[Pirateles1079]

when watching 5USA law & Order Special Victims Unit the picture freezes and then the sound still carries on with picture frozen or it goes back to the when you turn on screen and when I try to pick the channel again it comes up with please wait until program loads, or there is a technical problem with this channel. 

[Fothergill1]

Hi @Pirateles1079 and welcome to the forum.  A restart of the puck will probably resolve the issue for you as it tends to clear software glitches.  It's certainly worth a try.

To do this go to Settings > System Management > Resets & Updates > Restart device (do not do a factory reset).  It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t panic when you first start the process.

[JenniD1]

The lips of the actor and the sound are not in since

[QuaysGary]

I have terrible trouble with sound synch. Its been going on since at least about April of this year. its fine on net flix or movies but live channels such as the News are almost unwatchable. I have set my settings to PCM as advised bu tthis only slightly improves the problem. The messaging on these forums appears to be that sky are aware of the problem and are working on a fix (but in the mean time change settings to PCM stereo or pass through) I have just phoned sky technical support to see if there is any update on this or any proposed timeline for a permanent fix only to be told that there is no major issue and its only affecting me. I then spent a very frustrating half hour whilst he tried to take me through turning the puck on and off, changing the sound settings etc. 

Im not really sure what the next to try short of preparing to move to a different provider once my contract expires ..or moving back to just normal sky if that is still an option.

I would urge everyone on these forums to contact sky technical support and tell them about your sound synch issues because apparently they arent aware of it at all and consequently are not working on any fix.

[QuaysGary]

@Fothergill1  I have just spent half an hour on the phone with sky technical support. They are unaware of the issue and denied that it is a problem affecting many customers (only me apparently)  so I dont think they are working on a fix at all sadly

[Jonny16]

@QuaysGary I know people who have been fobbed off by sky and told there's no reported issues and it must be with their setup!!

For info, you can cancel your contract without penalty as it's a streaming service.

[Super+Anthony]

@Jonny16 Useful to know if Sky don't sort all the outstanding issues out and also for people to stop saying it's all our ISP or networks