Lip Sync issues - Sky Stream

[Skyman89]

Hi,

Am I write in thinking 🤔 that sky make there equipment. If so it shouldn't take them this long to figger it out shortly.

[Skyman89]

Hi,

I'm with you it's disgusting yes I'm paying just under £90 on TV alone and I understand things can go wrong from time to time that's life but sky should'nt offer a service they can't actually fulfil because this at the first of many issues I've had. I'm seriously considering cancelling if this isn't fixed. 

[Super+Anthony]

@Skyman89 Agree completely. They should not be selling something that is not functioning correctly

[charliedawg]

The above comments in answer to my recent question confirm that a subset of Sky Stream users have a lip synch problem which Sky admits is an on-going problem that they have been trying to fix for at least a year - meanwhile they continue to sell the product which they know is not universally fit for purpose.  So has anyone had any success bringing this to the attention of Ofcom or the communications ombudsman or trading standards?

[BC1956]

@charliedawg ..... Have you?

[charliedawg]

Hi BC1956 - Thanks for your question - the answer is not as yet - I was just putting a query out there to see if anyone had any joy with any of the agencies that could be worth contacting.

[Keith-1]

We are having ALL if the Sky and Discovery programmes out of sync with the video and audio. The audio is at its worst 5 seconds ahead of the video. The same programme on the Amazon box is fine.

[KevNewMedia · Accepted solution]

Hi Everyone

We are aware that some Sky Glass and Sky Stream customers are experiencing issues with lip sync. We understand how frustrating this can be and are sorry for the inconvenience this has caused. We assure you that our engineers are working diligently to resolve the problem.

We are rolling out a software update, QS35, which has further improvements. This update is a gradual rollout and will continue over the coming weeks.

Thank you for your patience and for providing further feedback, to help us improve your experience.

I'll be marking this reply as the answer to the thread so more people see it.

[Super+Anthony]

Hopefully soon as it's been way too long for a fix. Thank you though for the update. 

[koopie]

Sky Q has the same problem which pre-dates the Sky Stream problem on 2160p and above and on Arc and eArc settings. The solution has been Optical cabling but it's not the real solution when HDMI is the de facto standard.

Are you issuing updates for Sky Q?

[Paul+Dray]

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@koopie wrote:

Sky Q has the same problem which pre-dates the Sky Stream problem on 2160p and above and on Arc and eArc settings. The solution has been Optical cabling but it's not the real solution when HDMI is the de facto standard.

Are you issuing updates for Sky Q?

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Please don't conflate things. Audio delay/latency is a whole minefield subject.

[Mark39]

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@koopie wrote:

Sky Q has the same problem which pre-dates the Sky Stream problem on 2160p and above and on Arc and eArc settings. The solution has been Optical cabling but it's not the real solution when HDMI is the de facto standard.

Are you issuing updates for Sky Q?

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Updates are being issued for Sky Q equipment, but I doubt there will be one for this. I'm not aware of a similar issue with Sky Q equipment.

[Paul+Dray]

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@KevNewMedia wrote:

Hi Everyone

We are aware that some Sky Glass and Sky Stream customers are experiencing issues with lip sync. We understand how frustrating this can be and are sorry for the inconvenience this has caused. We assure you that our engineers are working diligently to resolve the problem.

We are rolling out a software update, QS35, which has further improvements. This update is a gradual rollout and will continue over the coming weeks.

Thank you for your patience and for providing further feedback, to help us improve your experience.

I'll be marking this reply as the answer to the thread so more people see it.

---

I'm one of the Sky stream customers that doesn't have this problem thankfully, but if I was 'further improvements' wouldn't give me a great deal of confidence. Just saying. 

[koopie]

I'm not conflating. It is exactly the same lip sync problem on Sky Q. Run Sky Q at 1080p or 2160p and pass sound through your soundbar using optical and there is no lip sync problem with SD and HD programmes. Change the connections using HDMI and 1080p or 2160p and the lip sync is on nearly every programme whether SD or HD.

[charliedawg]

Many thanks @KevNewMedia - I admire you for putting your head above the parapet when answering as a Sky employee.  It would be interesting to know if you reply as an individual (in which case good for you!) or whether this is a Sky-sanctioned response.  Your reply still

begs the questions - why do Sky continue to sell this product  knowing that it has an ongoing, long-standing problem and why do they not compensate users who experience the problem.

Maybe any future advert for Sky Stream should contain the following caveat:-

"This is a great product but unfortunately for you, some users will experience an annoying  lip sync problem that we have been unable to fix for over a year. We keep supplying software updates but so far none of these have solved the problem.  Even the latest update might not solve the problem but - eh -  you can't blame us for trying. 

Oh, by the way and  for the avoidance of any doubt, do not expect us to  offer you any significant  information regarding the problem or compensate you for the sub-standard service we are providing you with  - just suck it up!"