Lip Sync issues - Sky Stream

[cynonvalleyboy]

Lately I have no sync issues, but yesterday it was impossible to watch BBC  on sky. 

The programme was freezing, the sound was being lost, black screen only on the one channel. 

I ran checks on my Internet but it didn't drop lower than 265.

I used an independent app to check my speed because I'm sorry to say that I don't trust the sky app 

[BenJoBanjo]

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@cynonvalleyboy wrote:

Lately I have no sync issues, but yesterday it was impossible to watch BBC  on sky. 

The programme was freezing, the sound was being lost, black screen only on the one channel. 

I ran checks on my Internet but it didn't drop lower than 265.

I used an independent app to check my speed because I'm sorry to say that I don't trust the sky app 

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Doesn't matter how you check your speed but the only way to check the speed actually being received by your puck is using the Netflix app on the puck. Open Netflix, navigate to the get help menu and run a network check. This will show you the speed the puck is receiving, not the speed your other 'independent app' is receiving. Stream pucks are more sensitive to speed fluctuations than most other devices so you need to check it via Netflix. 

[PJB001]

Prior to receiving the version QS35.013.00P upgrade at very beginning of April i was experiencing lip synce issues on most channels and on catch-up frequently. Since that upgrade I have only noticed the issue a couple of times and I think on both live and catch-up broadcasts.  Having lived with the issue since joining Sky in July last year I was resigned to live with switching channels to use the known fudge work arround. Now that Q35 ... has been released to have the problem a couple of times in the last 3 weeks is something I could live with BUT what I now have is the occasional pixelation mostly on the U channels,  occasionally picture freezing with having to remove power from puck to get it back and really most annoyingly the frequent loss of sound for a split second across any channel, live or in catchup..... my paranoia is saying Sky have supposedly "fixed" this lip sync issue by somehow almost Instantaneously flipping channels to overcome the lip synce issue!

I now regularly (2/3 times a week) power off both router and puck in the hope this might flush out any wayward glitches in the software/firmware for these two devices.

I have a basic set up with sound through my Samsung TV speakers, puck connected to TV via high quality EARC hdmi cable and puck to router via Cat6 Ethernet cable and am not paying for any extra services. My broadband speed unfortunately is maxed out at around 50mbit since BT can only provide me a copper link at this time and no advance info on when I might be able to receive full fibre.  

.

[Bluegiraffe]

Still waiting for my 35 software upgrade...so bored of this....

bluegiraffe

[BC1956]

I've got 2 pucks one updated weeks ago still waiting for the 2nd puck update

[Cleocleocleo]

• I've given up as the Puck has more than lip synch issues now.  Programmes just freeze and yesterday Discovery+ just started randomly when I was watching BBC live TV.  I'm going back to Now for sport and to a Panasonic hard disk recorder for everything else as that records and plays Disney, etc. and is more reliable.  Very disappointing experience.

[BC1956]

Isn't NOW owned by Sky?

[Cleocleocleo]

• Yes but it is much better than the Skygo stuff.

[BenJoBanjo]

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@BC1956 wrote:

Isn't NOW owned by Sky?

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It is, yes. It's basically an app-based service which can be used on most streaming devices and some smart TV's. You can stream all Sky branded channels and subscribe to individual packs for Entertainment, Sport or Movies in up to the same UHD with HDR quality as you get on Q and Stream. 

It can cost more but is more flexible and discounts are available if you sign up for 6 month contracts. 

It's not a full streamed TV service in that you don't get live channel streams of the free-to-air channels like BBC, ITV, Channel 4, etc, but if you just want to dip in and out of the odd bit of Sky content it's ideal. 

I gave up on Sky Glass and Stream due to the ongoing issues and have been using NOW ever since. I've had no issue with lip sync whatsoever and it's saved me a lot of money and frustration. The NOW app is not as good as it once was since they moved it onto the Peacock platform, but it does still work. 

[BC1956]

There are major issues with the Sky Stream Pucks not working the main one being lip sync issues, there are 99 pages of complaints on this in community "Lip Sync issues - Sky Stream" going back over a year, Sky are not acknowledging there is a problem, there has been a system update  but people have been  waiting months for this to come through and its not fixing the issues. I have 2 pucks one has received the update and the 2nd has not the updated puck still has the same issues I'm starting the process of trying to get out of my contract...... like many other customers.

[Chodley]

Just look at Sky "not acknowledging there is a problem" right here;

 

[BC1956]

@KevNewMedia This response was 6 weeks ago and the complaints are still piling up. I have 2 pucks I has updated and still has issues the other has not been updated and the lip sync problem is getting worse. 

[Bluegiraffe]

I think it's time to hear from a  product manager or senior engineering manager

on this issue now. 

It's getting embarrassing.

Bluegiraffe

[Bluegiraffe]

it's time to hear from a  product manager or senior engineering manager

on this issue now. 

Bluegiraffe

[Littletaffia]

Don't hold your breath.