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Discussion topic: Lip Sync issues - Sky Stream

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This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Lip Sync issues - Sky Stream

Posted by a Superuser, not a Sky employee. Find out more

@Super+Anthony wrote:

Why do Sky remove some of our posts on here?


We are the customers and we are voicing concerns and faults that Sky need to fix


@Super+Anthony Sometimes the automated forum filter picks them up and removes them until approved by a moderator.


Other times the moderators will remove posts that breach the forum rules. 

Sky Stream and Sky Broadband customer

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This message was authored by Super+Anthony This message was authored by: Super+Anthony

Re: Lip Sync issues - Sky Stream

The comments don't break any rules. It seems @MarkGoldsmith that Sky don't want the issues being shown. I will keep saying stream is great but it's not fit for purpose currently and too many issues and am just voicing my concerns as a customer

All weekend I am getting - programme waiting to load and technical issues

(Please Note: I am Neurodivergent )
This message was authored by Mark39 This message was authored by: Mark39

Re: Lip Sync issues - Sky Stream

Posted by a Superuser, not a Sky employee. Find out more

@Super+Anthony wrote:

It seems @MarkGoldsmith that Sky don't want the issues being shown.


Nope, not so. I would thought that's patently obviously not the case by the volume of critical posts here. 

 

Whether a post breaches the Community rules is at the discretion of the Community Managers. If you don't agree with a moderation decision you can always challenge it via a PM to one of the CM team, but not here.

This message was authored by Super+Anthony This message was authored by: Super+Anthony

Re: Lip Sync issues - Sky Stream

Valid point @Mark39 it's just very frustrating for me and many others with the ongoing issues and as someone mentioned earlier, some folks at Sky are just pointing the blame at our ISP/networks rather then Sky product

(Please Note: I am Neurodivergent )
This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Lip Sync issues - Sky Stream

Posted by a Superuser, not a Sky employee. Find out more

@Super+Anthony wrote:I will keep saying stream is great but it's not fit for purpose currently and too many issues

That could be why the post are being removed. Constantly posting the same thing should be classified as "spamming".

Sky Stream and Sky Broadband customer

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This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Lip Sync issues - Sky Stream

Posted by a Superuser, not a Sky employee. Find out more

@Super+Anthony wrote:

 

All weekend I am getting - programme waiting to load and technical issues


Don't forget this thread for the the "lip sync" issue for which as detailed in this thread Sky have been investigating and have pushed out a "fix" to try and improve the issue for those customers that are having the issue.

 

Your other issues are completely independent of the "lip sync" issues and as myself and others have pointed out many times on other threads typically customers who have had those issues have found the issue to be either home network related or ISP related or a faulty puck. as you can see just by looking at old posts in this forum reporting similar issues.

Sky Stream and Sky Broadband customer

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This message was authored by FunkyL This message was authored by: FunkyL

Re: Lip Sync issues - Sky Stream


@MarkGoldsmith wrote:

@Super+Anthony wrote:I will keep saying stream is great but it's not fit for purpose currently and too many issues

That could be why the post are being removed. Constantly posting the same thing should be classified as "spamming".


Totally understandable I think given people's valid concerns are often dismissed out of hand as being a network issue when it palpably isnt

This message was authored by Matt+Nunns This message was authored by: Matt+Nunns

Re: Lip Sync issues - Sky Stream

I've had the latest update, BBC One, news is about 5 seconds out of sync at the moment, had been fine up until tonight.

 

fine on other channels and fine after changing channel then back to BBC One.

This message was authored by AndrewF_UK This message was authored by: AndrewF_UK

Re: Lip Sync issues - Sky Stream


@Matt+Nunns wrote:

I've had the latest update, BBC One, news is about 5 seconds out of sync at the moment, had been fine up until tonight.

 

fine on other channels and fine after changing channel then back to BBC One.


Is your sound settings set to PCM, and is your TV's sound setting also set to PCM? For my LG TV I have to change the HDMI's input source to PCM too. 


I'm not suggesting that they should have to be, but others including me have found this to fix the problem. 

——
2x Sky Stream customer
This message was authored by Matt+Nunns This message was authored by: Matt+Nunns

Re: Lip Sync issues - Sky Stream

Thanks for the reply, but I won't be setting it to PCM, then I won't know if Sky have actually managed to fix the issue, I pay extra for Dolby Atmos and would like Sky to fix the problem ! I'm not setting it to PCM so I only get stereo sound out of  a sonos soundbar and Sony tv, may as well put them in the bin (or more accurately put Sky in the bin as every other platform works fine with the same setup)

This message was authored by daytonaiow This message was authored by: daytonaiow

Re: Lip Sync issues - Sky Stream

A quick google reveals this has been a known problem since at least 2023.  Sky Support have so far told me

 

1. I should have my puck is designed to work with a direct connection to my router, not via a wired extender (not in their pre-sales advice)

 

2.This is fixed in update 34 but I have to shut down my router and sky puck etc and reboot (didn't work long) and at the same time,

 

3. Sky technical team are working on a solution (so fixed in one breath, not fixed in the at the same time and a known and unresolved problem since 2023 reulting in sub standard service)

 

I asked for compensation in a response to their customer service email, at which point they asked me to verify my details again before they can respond, even though they clearly know which customer they are dealing with)

 

They really don't care do they?

 

 

 

This message was authored by JeffGall This message was authored by: JeffGall

Re: Lip Sync issues - Sky Stream

I have now had the update on my three Pucks,   Initially it made little or no difference.   The lip sysc issues occurred just as much.   However in the last 4 or 5 days it's noticeably improved.   Only glitched once,   But while I was looking for the remote it froze for a second and can back in sync.

 

This message was authored by Cleocleocleo This message was authored by: Cleocleocleo

Re: Lip Sync issues - Sky Stream

My puck has lip synch issues even today so either the new fix did not rollout properly or it doesn't work.

This message was authored by Cleocleocleo This message was authored by: Cleocleocleo

Re: Lip Sync issues - Sky Stream

I should also say it is after change of programme, only fixed by switching the puck off and back on which is a nuisance.

This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: Lip Sync issues - Sky Stream

Posted by a Superuser, not a Sky employee. Find out more

 


@Cleocleocleo wrote:

I should also say it is after change of programme, only fixed by switching the puck off and back on which is a nuisance.


@Cleocleocleo Instead of turning off your puck have you tried just flipping to another channel and back again?  It takes 2 seconds and works for me every time.  It is not a solution as the lip sync will return but it is a very quick way of getting in back in sync for a while.

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