Sky puck lip sync issue

[Common+Sense+Talker]

@AndrewF_UK 

Yep, definitely. Much worse. I don't think the features of the TVs actually differ that much, either.

I had huge HDR problems with my old Sony TV (very dim UHD picture on these Steam boxes I never had with the Sky Q boxes), hence why I bought another TV. So I've fixed one problem and it's made another problem far worse.

On a stand alone Samsung TV in my kitchen without external sound it all works fine with both boxes. In UHD or otherwise.

[Paul+Dray]

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@Common+Sense+Talker wrote:

@AndrewF_UK 

Yep, definitely. Much worse. I don't think the features of the TVs actually differ that much, either.

I had huge HDR problems with my old Sony TV (very dim UHD picture on these Steam boxes I never had with the Sky Q boxes), hence why I bought another TV. So I've fixed one problem and it's made another problem far worse.

On a stand alone Samsung TV in my kitchen without external sound it all works fine with both boxes. In UHD or otherwise.

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I'm presuming you have it setup where your stream puck goes into your Denon amp HDMI IN 1 and the Amps HDMI ARC OUT to your Sony TV's HDMI ARC IN? If so you should set the puck audio to Passthrough to get your amp to do the decoding duties. 

[Cleocleocleo]

• I have the latest software on the puck and ok so far but lip synch happening on the Skygo app on the iPad now.

[JLM26]

I hope this is fixed soon really disappointed changed to sky streaming a month a go. Used to record my programs snd watch later. Now have to watch on ITVX always not in sync really fed up. 

[AndrewF_UK]

@JLM26 if ITVX isn't in sync that is a different issue than most on this thread are describing which affects live TV and Sky on demand but typically hasn't affected third party apps. What's your TV/sound setup?

[JLM26]

I'm 75 haven't a clue what you mean

[Paul+Dray]

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@JLM26 wrote:

I hope this is fixed soon really disappointed changed to sky streaming a month a go. Used to record my programs snd watch later. Now have to watch on ITVX always not in sync really fed up. 

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Surely you knew beforehand that Sky Stream wasn't a recording platform? Either way, that's not why you'd have lip sync issues.

Again I think there are lots of different issues being reported in this thread and being conflated due to the main symptom being lip sync trouble, but so many different factors can play their part. Is it only ITVX app that you have problems with or have you just used that as an example?

[Nicole104]

Hi looking for some help , 

I have the sky stream box connected in my livingroom and finding it lagging a lot when on a program or film, where like when lip reading it's gone out of sync and I need to turn it off then back on again. It works for like 2 minutes then goes off again, does anyone else have this problem of so how do I fix it or is it fixable at all ?

[lettice]

@Nicole104 

Moved your post to this ongoing issue discussion thread..

There is currently a fix going out to customers as per the Answered post on this thread from Sky.

A quick fix is to just change channels and that cures it for a while.

[charliedawg]

"If your complaint relates to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process, and we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to Sky, or if you’ve received a notification from us saying that your complaint has reached "deadlock" with nothing more we can do, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made and put things right for you."

The above is a copy taken from the Sky complaints procedure.  Perhaps someone can explain how , if Sky send you a "deadlock" letter indicating that there is "nothing more we can do" then, after a successful intervention by CISAS,  Sky will "put things right for you".   It would seem to me that if your complaint relates to the on-going lip sync issue, there is no current way that Sky can "put things right for you".  Wish they could!

[charliedawg]

I wonder if anyone at Sky has asked the folks who have complained re lip sync problem on this forum what their setups are.   This might help to identify any potential common denominator ie age of TV, broadband speed, wifi strength at puck, powerline adapters etc.  Just a thought.....

[Littletaffia]

@charliedawg I ran through all my connections with their technical department. I have Sky super fibre broadband with an average speed of 156mbps. The puck is connected by HDMI to a Denon AVR-X6500 and then by HDMI to a 65'' Panasonic OLED. I had lip sync issues, no HDR at times or indeed Atmos, for which I was paying an extra £6.

Lip sync and lack of Atmos was blamed on the Denon. Lack of HDR was blamed on the TV. I explained that my 4th Gen Apple TV+ works flawlessly giving me Atmos and HDR through the Denon and that the TV's built in apps gives me HDR from all streaming services that I subscribed to. The 'technician' told me to set the puck to PCM and go direct to the TV which I told him I was not prepared to do.

My request for a repayment of six months £6 because of said lack of Atmos and HDR was refused. So was the request for a new puck. Therein lies the reason why I am no longer a Sky customer except for broadband which is excellent. It's obvious that Sky don't give a toss.

[Cleocleocleo]

• I spoke to the Complaints department again yesterday.  I had lip synch with the puck originally but now also on IPad and my friend who lives near me also has it on Sky Q so I queried if it was to do with our area.  They have taken this away to find out.  Anything eg Youtube or live tv watched just via  Sky Broadband is excellent with no issues. 

[RustyMooster]

Ok, I'm at a loss now. I have the update and now it's worse.

My TV settings  are set either to PCM or Auto. I have selected Auto

Stream puck settings are set to Auto.

I'm connected by eARC. 

Before the update it was only live TV that would go out of sync, so I set it all to PCM as that kept it all in sync through all (Live TV and Apps) 

Now, with the Auto set, everything through the Puck is out of sync!!

It's not my soundbar as PS5 and on TV Apps all work fine.

I've had to yet again sweet everything back to PCM for it all to sync. This isn't on as I'm paying for the UHD and Atmos and not getting it. I'm being held ransom for the subscription because I choose to watch in UHD, which in 2025 shouldn't be an extra in my eyes anyways. 

Channel 922 should is just horrific when in live sync...I gave up on that ages ago! 

Any other solutions? Changing channels for me doesn't work. I just need to be able to sync it in reverse a little bit but neither the soundbar nor puck allow that.

[Super+Anthony]

Mine updated to the new one over night