Vision and speech out of synch. Intermittent pause

[DawnEH67]

Sky stream live service only (not on Apps) all broadcast channels, after 10mins, speech and vision go out of synch and there is intermittent pausing. Changed HDMI cable and tried different port on TV to no avail. 

[Chloe-W22]

Hi @Super+Anthony, during the holiday period, threads related to lip sync issues have attracted significantly higher viewership compared to reports of freezing which has prompted the Community's investigation. 

If in the meantime you are having an issue with freezing I recommend creating a new post where other users can offer advice, following our online help content or by contacting Sky directly to get one-to-one support.

Thanks,

[Super+Anthony]

No problem @Chloe-W22 and have done

[Zoltron]

@Chloe-W22 I have also completed the form as I also have an ongoing issue and investigation into the problem with Sky.

I've had similar issues going on for around 8 weeks with blame placed at the door of my broadband supplier when I contacted Sky on Sunday afternoon at around 14.30 the call lasted 54 minutes.

As I said to the representative as I was not at home at the time, I am in a rather unique situation that I am in between broadband suppliers, I have both 250meg Virgin Fibre and also a 2gig BRSK fibre, my Virgin Media Fibre service finishes on the 7th January 2025.

However I have tested since Sunday afternoon trying different setup scenarios with just the Virgin Plugged Solely into the Sky Glass and within 45 minutes on Sunday afternoon Sky News on Glass developed lip sync issues. Yesterday I managed to get a hardwire connection to the Stream Puck in the far bedroom and last night even with a hardwired connection the puck developed sound sync issues. There was some suggestion the Ethernet cable was faulty on Sunday, so I made a new cable up using fresh cable and RJ45 connectors on Sunday and that has also failed to resolve the issue.

As I have explained to your representative on Sunday we never have an issue with the following apps Paramount, Netflix, Discovery+, YouTube, & Amazon TV. The problem is only apparent on Sky Stream live TV via Glass and Puck in the bedroom, so the internet must clearly be working especially so with Netflix as we watch in UHD .

Me personally I only noticed the issue when the update for the AirPlay functionality was rolled out around 8-9 weeks ago, prior to that I never had an issue with sound.

I just feel since the launch of Glass is subscribers have been treated as guinea pigs. Glass when launched seemed to have been released unfinished ridden with bugs relating to picture and local dimming issues, then we had a botched firmware rollout just before the summer which affected almost all Glass and stream customers with folk cut off for several days while Sky tried to find a fix, and the only real fix was to hold the power button in while applying power to reinstall firmware and reactivate the products, and now there is severe issues with sound which has plagued the Christmas Period and beyond.

Folk are paying top money which is supposed to be a premium product, yet it is full of problems, Sky's motto is believe in better........ But I fail to see it because firmware isn't adequately tested and when things do go wrong it's always a problem with the customers kit or broadband, well this lip sync problem seems to be affecting just as many Sky Broadband customers as it is with other providers, and Sky only say now they have seen an uptick in complaints relating to sound in the run up to Christmas, it's been well before that, there have been customers as well as myself complaining about the last few F1 races at the end of November and beginning of December that customers could hear the sound of the car before the camera cut to the next scene.

We are happy to help Sky with troubleshooting, but please don't treat us with the contempt we have been treated with in the past.

[Zoltron]

In fact @Chloe-W22 I have a proposal you can pass to the development team, the folk who have completed the form pass their details onto the development team and suggest rolling out the firmware prior to the AirPlay release, I know they can roll firmware out by MAC address, and let us test for a couple of weeks if the problem has gone away.

This way you will know it's a bug which has crept in since that update, because I know for a fact I never had issue prior to the AirPlay update.

[BC1956]

@Chloe-W22 Why has it taken so long for Sky to recognise this issue? There are over 700 complaints on this thread alone and there are other threads there must be 1000's of complaints and alot of them include reference to customer service. I moved to Sky a few months ago and have had issues with Lip Sync and continual puck rebooting since day one. Stupidly I should have checked the reviews before signing up as I never would have, these issues have been going on way before my joining.

[BC1956]

Don't think that will resolve anything, this is my setup and and I have all these issues from day one - 2 x Pucks, Sky Stream, Sky BB FF Gigafast 900

[Trickydicky51]

I believe I know the problem that is appearing here with sound out of sync with picture. About 40 years ago I was a senior software engineer with a team of 25 developers, working on commissioning the very first digital telephone in the country, at Woodbridge in Suffolk. I was on site when the first switch over happened, and before very long the diagnostic software reported losing packets of data, resulting in problems with voice calls. After a lot of investigation, we found that the problem was associated with needing more buffering of the data flow, i.e. storing some data packets to allow for queueing of peaks in the traffic. In spite of months of testing using traffic simulators etc., when 'real world' traffic was on line, there were a lot more transient peaks that the buffering couldn't cope with. The transients were only visible when specialist monitoring software was used to identify this, and the issue was very politically charged as there were two companies involved and each was blaming the other for the problem! The software had to be updated to put a much larger buffer storage to allow for these transient peaks.

I would suggest that the same problem is happening here - the data flow is very much larger than in my day, with voice and video data in parallel, and must be buffered to allow for the transients of network delays and peaks in order to ensure a proper flow to customer screens and to maintain sound in sync with pictures.

Come on, Sky, update your software to provide proper buffering of the data and proper data flow!! I hope you have enough hardware in the Puck to support this!! You won't find out much from a customer survey, you need to analyse the traffic flow at a detailed level and decide how much buffering is required - and then double it!!

Richard Adams

[BC1956]

@Trickydicky51 Hi Richard have you sent this suggestion to Sky? They don't monitor Communities so they won't see it here

[Trickydicky51]

Although I have already entered this reply at the end of this thread, I am replying to this message directly here in response to the 'Answer' from Chloe-W22, in the hope that Sky Support find out about this.

I believe I know the problem that is appearing here with sound out of sync with picture. About 40 years ago I was a senior software engineer with a team of 25 developers, working on commissioning the very first digital telephone exchange in the country, at Woodbridge in Suffolk. I was on site when the first switch over happened, and before very long the diagnostic software reported losing packets of data, resulting in problems with voice calls. After a lot of investigation, we found that the problem was associated with needing more buffering of the data flow, i.e. storing some data packets to allow for queueing of peaks in the traffic. In spite of months of testing using traffic simulators etc., when 'real world' traffic was on line, there were a lot more transient peaks that the buffering couldn't cope with. The transients were only visible when specialist monitoring software was used to identify this, and the issue was very politically charged as there were two companies involved and each was blaming the other for the problem! The software had to be updated to put a much larger buffer storage to allow for these transient peaks.

I would suggest that the same problem is happening here - the data flow is very much larger than in my day, with voice and video data in parallel, and must be buffered to allow for the transients of network delays and peaks in order to ensure a proper flow to customer screens and to maintain sound in sync with pictures.

Come on, Sky, update your software to provide proper buffering of the data and proper data flow!! I hope you have enough hardware in the Puck to support this!! You won't find out much from a customer survey, you need to analyse the traffic flow at a detailed level and decide how much buffering is required - and then double it!!

Richard Adams

[Super+Anthony]

@Trickydicky51 Richard, I would email them as well. The more comms and traffic , the better

We are also having several issues on Sky puck with stream. Sky really should be doing more and taking all the issues more seriously and to reduce the blame on the customers ISP and networks with regards freezing screens

[Heath3]

Having trouble with the sound and vision becoming out of sync through my sky puck. New puck and account started 20/12/24. Does anyone else have this problem?

[Littletaffia]

@Heath3 It's only you and about a thousand others. It's a well known problem that has been going on since the introduction of the puck. Sky are well aware of it. Whether they eventually do anything about we'll have to see. Well Christmas is coming.

[Zoltron]

Well this was the 10.00pm edition of Eastenders 1st January 2025.

https://share.icloud.com/photos/0899v6gbOIZ59vRVSkaxtoaSw

The audio is way out, was watching SAS Rogue Heroes before, the audio was absolutely fine. As soon as Eastenders started the lip sync was audio first by about 1.5 seconds.

Was so bizarre as like I said the programme before was fine, but as soon as Eastenders started it was out of sync. The wife had to restart it though iPlayer.

Clip only included for fault finding and diagnostic purposes, and highlighting an ongoing fault.

[Paul+Dray]

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@Zoltron wrote:

Well this was the 10.00pm edition of Eastenders 1st January 2025.

https://share.icloud.com/photos/0899v6gbOIZ59vRVSkaxtoaSw

The audio is way out, was watching SAS Rogue Heroes before, the audio was absolutely fine. As soon as Eastenders started the lip sync was audio first by about 1.5 seconds.

Was so bizarre as like I said the programme before was fine, but as soon as Eastenders started it was out of sync. The wife had to restart it though iPlayer.

Clip only included for fault finding and diagnostic purposes, and highlighting an ongoing fault.

---

That's sounds to me like the incoming audio format of eastenders was different to SAS Rogue Heroes and you only get the lip sync issues with whatever format that was. Have you tried having your audio output set to pass through?