Lip Sync issues - Sky Stream

[Super+Anthony]

It's a nightmare. Sooner they bring an updated version of the puck, the better @JeffGall or we still going to hear that it's our ISP or network, when it's not.

Hopefully this announcement in February will be an advanced Stream puck!

[Wehmeyer73]

And not getting paid for sorting their problems

[Super+Anthony]

And continual compensation for all customers affected till all issues are sorted? We paying for a service at present with issues that Sky need to take more responsibility about. It seems when one goes away, another one comes back

I will say again stream is great but it still has issues despite it being out for so long 

Let's hope at some stage it all gets sorted and then we will all be happy 

[Mark39]

Still no issues here, apart from the Playlist problem yesterday which was short-lived. It remains unclear to me why some customers are besieged with problems while the majority (I suspect) aren't.

[Bluegiraffe]

New firmware, watching Animal Planet on Saturday morning. After a while sync had drifted by about 1 sec.

No black screens or image artefacts, just audio sync drift.

Changed channels to fix.

The Sky Stream Beta testing continues...

Bluegiraffe

[Bluegiraffe]

The sad truth is more than 90% of customers never complain and just get on with it or just think that's how it is. That's where Sky makes their money.

1% report the issue on a forum and rage at the unfair treatment and threaten class action, cancellation and peddle conspiracy theories.

Sky don't particularly care....

Just because it's not reported doesn't mean it's not happening, just because you're not seeing it doesn't mean it's not real.

Bluegiraffe

[Jonny16]

Went round to my friends last night who have been having issues. Checked and they're on the new firmware and still having lip sync issues. Reset everything and set the audio to use the TV and not sound bar, lip sync issues were noticeable within a few mins.

Logged into my NowTV account and played the same sky channels. No lip sync issues when the audio was via the TV or soundbar. We were watching Sky via my NowTV account for well over 2 hours and saw no issues, when via stream the lip sync kicks in within mins.  

Speedtest on their internet is 950mbps download and 890mbps upload on WiFi.

They rang up sky the other week and cancelled just a few months into their stream contract because of the issues, they've unplugged the sky puck now and are awaiting to send it back to sky because the advisors who they spoke to just kept blaming their internet as it wasn't with sky LOL 

[Jonny16]

Could let see how to edit the post.... posted without finishing.

on WiFi the download was 250mbps 

[Super+Anthony]

Getting so frustrating for us all that Sky keeps blaming our ISP/Network when it's clearly not. All these problems won't get sorted till Sky take ownership and responsibility when it's their issue to sort and not just lip sync issue but other ones as well @Jonny16 

[Fothergill1]

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@Super+Anthony wrote:

Getting so frustrating for us all that Sky keeps blaming our ISP/Network when it's clearly not. All these problems won't get sorted till Sky take ownership and responsibility when it's their issue to sort and not just lip sync issue but other ones as well @Jonny16 

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@Super+Anthony  Im not sure about Sky not taking ownership and responsibility.   If you look at post 965 above from the Community Manager @Chloe-W22 you will see Sky clearly say that they have started a rollout a new software version to correct the lip sync issue.  The rollout will take a few days but Sky say it should be completed by the end of the month.  I received the update on Wednesday morning and have not seen any lip sync since receiving it so let's hope it is the same for everyone 🤞.

[Skull+Treaty]

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@Super+Anthony wrote:

Getting so frustrating for us all that Sky keeps blaming our ISP/Network when it's clearly not. All these problems won't get sorted till Sky take ownership and responsibility when it's their issue to sort and not just lip sync issue but other ones as well @Jonny16 

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I have (or had, need to check since the update) the lipsync issue and Sky have never once blamed my network or ISP - I'm not with Sky either. 

[Anonymous]

Not in my case - far from it.

[Mark39]

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@Super+Anthony wrote:

Getting so frustrating for us all that Sky keeps blaming our ISP/Network when it's clearly not. A

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I don't think there's anything clear about it.

[Anonymous]

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@Jonny16 wrote:

Went round to my friends last night who have been having issues. Checked and they're on the new firmware and still having lip sync issues. Reset everything and set the audio to use the TV and not sound bar, lip sync issues were noticeable within a few mins.

Logged into my NowTV account and played the same sky channels. No lip sync issues when the audio was via the TV or soundbar. We were watching Sky via my NowTV account for well over 2 hours and saw no issues, when via stream the lip sync kicks in within mins.  

"Speedtest on their internet is 950mbps download and 890mbps upload on WiFi."

They rang up sky the other week and cancelled just a few months into their stream contract because of the issues, they've unplugged the sky puck now and are awaiting to send it back to sky because the advisors who they spoke to just kept blaming their internet as it wasn't with sky LOL 

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What ISP are they using, this is symmetrical, City Fibre, Voda, Virgin? 

[Jonny16]

YouFibre I believe, it's fibre to house.

Devices on Ethernet are getting that speed, WiFi devices get 250-350mbps d/l and about 240mbps u/l