Lip Sync issues - Sky Stream

[Super+Anthony]

@Pikman Agreed. Will believe it when I see it

[ACheshire]

ive been having issues with this for a few months it is worse now than it ever has been usual i could change channel and it would fix it for a while but today most of my channels from bb1 through to U&Alibi channel are unwatchable screen freezing every 3-5 minutes and sound is always at least 10-20 seconds out of sync it hasnt fixed after going through the turning the box and router off and on resetting picture and screen settings and rest. its getting worse

[Trickydicky51]

Well, in response to my complaint sent to Sky, I was told to contact them via the WhatApp messaging system. Had to describe the problem again to the Agent - not sure whether it was human or a robot(!). They indicated that there was a Latency issue on my internet line which needed resolving, but then the Agent said he had to finish his shift and handove to someone else. Later on, I get an email to say I am getting a new Router being sent in the post - no other explanation!

The router came very quickly and is now installed and working, but too early to say whether there are any improvements to th esound sync issue. I'll keep a close eye on it and report back!

Looks like in spite of all the comments on this forum, Sky are treating each complaint individually as a simple technical support issue, and refusing to look at the bigger picture! 

[baccattack]

It's set to auto. I've not run into any issues with decoding of DD, 5.1 soundtracks etc. but if I get more issues I'll give pass through a try.

[DantheSwan]

"Latency on your line" is the standard nonsense the agents are being told to tell customers, they'll blame anything except what it actually is 

Their garbage infrastructure and Poundland pucks are the issue not people internet which allows them to watch all on demand services outside of the sky platform perfectly 

(removed)

Moderator note: Removed unfounded allegations.

[Chloe-W22]

---

@Trickydicky51 wrote:

I would suggest that this thread has served its purpose in highlighting the issue, and it is not useful for more customers to continually add similar posts on here. There is no response from Sky on this forum - it is not part of their normal customer support process. Their 'answer' is to tell people to complete a form with details of individual incidents, that they say will be passed to their support people to help resolve this. [removed] Hopefully they will update the puck software to include buffering of the data flow as I recommended in comment 790, as I am convinced that will resolve most if not all the issues.

To the moderators - I am not breaking rules by putting these comments here - I am recommending customers follow the customer support processes instead of just adding further posts on here.

Moderator note: Removed campaigning

---

Morning @Trickydicky51,

I appreciate your comments to this thread, and understand your frustrations with the lip sync issues at hand. I thought this would be great opportunity to reassure you reports to this Community thread is an invaluable gauge to how many of our customers are experiencing this problem, and in your own words lets us know exactly what is happening and when, which supports our investigation.

Not only this, our forum lets our customers stay up to date with any updates as soon as they are available instead of taking time out to contact our telephone channels.

I'd like to reassure everyone here we have the right teams involved and are nearing closer to a resolution but also need to make sure any remedies are thoroughly tested and deployed. We appreciate your understanding and co-operation whilst work is being done in the background 🙂

[Super+Anthony]

@Chloe-W22 Can we please also have an update for the freezing and black screens, and also to avoid putting the blame on our ISP/network 

[lettice]

---

@Super+Anthony wrote:

@Chloe-W22 Can we please also have an update for the freezing and black screens, and also to avoid putting the blame on our ISP/network 

---

As per what was posted  recently in this post within this thread for you;

https://helpforum.sky.com/t5/Sky-Stream/Lip-Sync-issues-Sky-Stream/m-p/4866451#M42418

Think it is best as pointed out in that post to keep this thread focused on any lip sync issues and post any other issues you have in your now created other thread on other issues you may have;

https://helpforum.sky.com/t5/Sky-Stream/Freezing-still-happening/m-p/4873930#M43147

[Trickydicky51]

Well I agree that Latency is not the real problem. I actually have a device on my system that measures Latency and a few other things, and this has been installed since before I moved to Sky. I can say that there has been no significant change in latency for the last YEAR, but this is the issue the Sky agent chose to highlight to me. I have a new Router now, but last night the sound went out of sync several times, so it hasn't cured the problem, and I never thought it would! I will be pursuing my complaint further!

If Sky are investigating and are near to a solution, why don't they let their support staff know and give them a different script to follow?

[Super+Anthony]

Thank you @lettice 

[henryegbu]

Does anyone with HDMI 2.1 supported TV's, cables & soundbar all with eARC have lip sync issues? I've read this could resolve the issues with sky.  I have a old Sony TV without eARC and a Sonos playbar without HDMI

I appriciste this shouldn't have to be the case to have HDMI 2.1 set up as my Apple TV works perfectly with my old equipment without lip sync issues so I firmly believe it is a sky issue. I'm hoping to upgrade my equipment in the coming weeks and curious if people with up to date HDMI spec still have issues?

[Pikman]

I have a SONOS Arc and both cables (Sky-> TV and TV<-> ARC) are HDMI 2.1. 
I hate to say it, but it doesn't help. I am certain it is something about the puck itself, as it is so channel dependent.

[Pikman]

Just to add - I have an Apple TV arriving today as we will move away from Sky due to this lip sync problem.
I'll let you know if we still have the problem with Apple (although let's be honest, we all know it will work fine).

[Littletaffia]

@henryegbu It's nothing to do with eARC or HDMI 2.1. I ran Stream through my Denon AVR and had constant lip sync problems. I didn't rely on eARC a my connection from the puck was direct to my Denon AVR. Even in HDMI pass through the problem was still there through the TV's speakers.

@Pikman I've had my AppleTV+ for a year or so now and ran it alongside Stream. No problems whatsoever with lip sync on any of the providers on that system, it's been perfect from day one. 

[henryegbu]

Thank you all.

This is sad but not surprising news.