25 Jan 2025 10:01 PM
With regards to all the bad internet connection questions.
I would be interested to know how a bad internet connection can cause picture and audio to go out of sync.. especially if it's fixed when you switch channels.
26 Jan 2025 12:33 AM
@Bluegiraffe wrote:With regards to all the bad internet connection questions.
I would be interested to know how a bad internet connection can cause picture and audio to go out of sync.. especially if it's fixed when you switch channels.
Generally low bandwidth audio is prioritised in a stream connection so if there is a network latency issue that presents buffering issues the two may get out of sync as the buffering tries to catch up. Changing channels effectively stops the current data stream and starts again. Why it's struggling for some users when generally other connected devices on the same network appear fine is a different question altogether. I don't have the issues others do. I do separate my network 2.4ghz and 5ghz bands though on my Sky hub and connect Sky Stream to the 5ghz. I've wondered if this is a difference that may help.
26 Jan 2025 08:57 AM - last edited: 26 Jan 2025 08:58 AM
It is clear that it's not the ISP as I have have numerous tests done for
1. black screens
2. freezing
3. channel waiting to load
there are many other customers who having issues here and on several other posts and their broadband is with different ISP. The coming denominator is the Puck
also my WiFi works very well with all my other gadgets and is over 500Mbps
If it was my provider my order gadgets would have problems and they don't
Issues are for Sky to sort. Not going to get into an argument
26 Jan 2025 08:59 AM
I'm on wired and get the issue so not sure it is a WiFi thing re 3.4 v 5Ghz
26 Jan 2025 09:17 AM
Posted by a Superuser, not a Sky employee. Find out more
@FunkyL wrote:I'm on wired and get the issue so not sure it is a WiFi thing re 3.4 v 5Ghz
I too use a wired connection.
Since the update earlier this week, my initial observations are that I haven't seen the issue arise again. Admittedly, I haven't done loads of watching so could be lucky or it's been fixed. It was never rampant for me, just noticeable when it did occur.
26 Jan 2025 09:33 AM
Posted by a Superuser, not a Sky employee. Find out more
@Super+Anthony wrote:
It is clear that it's not the ISP as I have have numerous tests done for
1. black screens
2. freezing
3. channel waiting to load
there are many other customers who having issues here and on several other posts and their broadband is with different ISP. The coming denominator is the Puck
also my WiFi works very well with all my other gadgets and is over 500Mbps
If it was my provider my order gadgets would have problems and they don't
You're making assumptions which aren't realistic. We've seen ISP related issues before with other Sky tv platforms giving rise to faults and failures. Your bandwidth and reliability in terms of connectivity with other devices aren't necessarily relevant. No matter how many times you repeat that it's not your ISP, we'll just have to wait for Sky to identify the cause of the issues which customers like you suffer.
26 Jan 2025 10:35 AM
I have three pucks, and two of the three had this issue, Of the two with issues one has the update the other one hasn't had the update. However the issue has improved on both. But still occurring.
26 Jan 2025 10:48 AM
I'm with Sky for broadband and get 160mbps and still suffered from lip sync, amongst other problems. It cannot be ISP related if problems occur with Sky. I also had the puck hardwired to the router. I'll happily admit that Sky broadband has been very reliable and it's a very rare occurrence for any streaming service to lose connection during a programme.
I can't now comment on any of Sky's firmware upgrades as I parted company with them back in September. That was down to the poor customer service I received from them with regards to the problems with my puck for which they blamed my Denon AVR for lip sync and no Atmos and my TV for no HDR. That was rather odd as I had no problems with either with SkyQ. They refused to send a replacement puck and ignored my request for a refund as I was paying for a service that I was not getting.
26 Jan 2025 12:27 PM
@Mark39 wrote:
@Super+Anthony wrote:It is clear that it's not the ISP as I have have numerous tests done for
1. black screens
2. freezing
3. channel waiting to load
there are many other customers who having issues here and on several other posts and their broadband is with different ISP. The coming denominator is the Puck
also my WiFi works very well with all my other gadgets and is over 500Mbps
If it was my provider my order gadgets would have problems and they don't
You're making assumptions which aren't realistic. We've seen ISP related issues before with other Sky tv platforms giving rise to faults and failures. Your bandwidth and reliability in terms of connectivity with other devices aren't necessarily relevant. No matter how many times you repeat that it's not your ISP, we'll just have to wait for Sky to identify the cause of the issues which customers like you suffer.
Why?
26 Jan 2025 12:39 PM
@FunkyL wrote:I'm on wired and get the issue so not sure it is a WiFi thing re 3.4 v 5Ghz
Ah ok.
26 Jan 2025 12:41 PM
@Super+Anthony wrote:It is clear that it's not the ISP as I have have numerous tests done for
1. black screens
2. freezing
3. channel waiting to load
there are many other customers who having issues here and on several other posts and their broadband is with different ISP. The coming denominator is the Puck
also my WiFi works very well with all my other gadgets and is over 500Mbps
If it was my provider my order gadgets would have problems and they don't
Issues are for Sky to sort. Not going to get into an argument
Frustrating that it's happening for some and not others considering we all have the same puck hardware. At least I think we do. Is it worth everyone taking a photo of the label on the bottom of the pucks to see if they differ in some way?
26 Jan 2025 12:49 PM - last edited: 26 Jan 2025 01:06 PM
Posted by a Superuser, not a Sky employee. Find out more@Paul+Dray You are correct that some people seem to have more severe lip sync issues than others. I notice from the bottom of your post that you are still on software version QS033.022.00P. The updated software with a fix for the lip sync problem is currently rolling out in batches and should be completed by the end of the month. The new version is QS034.023.02P for stream pucks and appears to have resolved the issue in my case as I have not had the issue since I received the update on wednesday morning. Lets hope it is as successful for all subscribers 🤞
26 Jan 2025 12:57 PM
Well of it is ISP related;(which seems highly unlikely and a very very lazy excuse from Sky if they are indeed using it) then it happens when Sky is the ISP too, (as in our case)
26 Jan 2025 12:59 PM
@Fothergill1 wrote:@Paul+Dray You are correct that some people seem to have more severe lip sync issues than others. I notice from the bottom of your post that you are still on software version QS033.022.00P. The updated software with a fix for the lip sync problem is currently rolling out in batches and should be completed by the end of the month. The new version is QS033.022.02P for stream pucks and appears to have resolved the issue in my case as I have not had the issue since I received the update on wednesday morning. Lets hope it is as successful for all subscribers 🤞
QS034.023.02 is the new version of the puck software.
26 Jan 2025 01:07 PM - last edited: 26 Jan 2025 01:08 PM
Posted by a Superuser, not a Sky employee. Find out more
@Ellie_TV wrote:
@Fothergill1 wrote:@Paul+Dray You are correct that some people seem to have more severe lip sync issues than others. I notice from the bottom of your post that you are still on software version QS033.022.00P. The updated software with a fix for the lip sync problem is currently rolling out in batches and should be completed by the end of the month. The new version is QS033.022.02P for stream pucks and appears to have resolved the issue in my case as I have not had the issue since I received the update on wednesday morning. Lets hope it is as successful for all subscribers 🤞
QS034.023.02 is the new version of the puck software.
@Ellie_TVOops, well spotted I have corrected my post 👍. That will teach me for being lazy and using cut & paste.