Sky pucks lagging

[Jo179]

We have four sky pucks in the house (no main box) and they are all linked up to the wifi. Everytime we watch tv, whether its live or not, the sound lags to the action/person. It gets worse the longer we watch the tv. Does anyone have a solution to this?  And is it right that we just have pucks and no main box?

[MarkGoldsmith]

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@Jo179 wrote:

We have four sky pucks in the house (no main box) and they are all linked up to the wifi. Everytime we watch tv, whether its live or not, the sound lags to the action/person. It gets worse the longer we watch the tv. Does anyone have a solution to this?  

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@Jo179 the sound sync issue is a known problem Sky are investigating. The workaround is to change the audio settings in  Settings > Picture & Sound > sound > Digital Audio Output HDMI.

Some customers have had success with setting it to PCM or Passthrough. Personally i still saw some issues on these settings (although it was better) and discovered that setting to Dolby Digital Plus remove the sync issues for me.

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@Jo179 wrote:

And is it right that we just have pucks and no main box?

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There is no main box for the Sky Streaming platform, the service is delivered by the small pucks.

[DavidRos]

Hi, my sound was working fine then about a week ago the speech is out of sync, I've tried all options to fix, from resetting the pick the rough to adjusting the speech delay in the settings, and a different HDMI cable and input socket, noting is working...not sure what to do?

[Fothergill1]

@DavidRos Welcome to the forum. Have you tried changing your audio settings to PCM  or  Passtghrough as suggested in this thread.  Sky are aware of the issue and have suggested changing the audio setting as a temporary measure whilst the find a permanent fix (which is unfortunately taking a while).

[VLB80]

For the last 2-3 weeks my sky TV has not worked. The sound isn't working in time with the picture- there's a big delay and it's got worse. We only had it installed in February so very disappointed it isn't working as we switched from a provider I'd been with for a decade and not had any issues but sky had a great deal so signed up. So would really appreciate some help as we can't use it at the moment 

Thanks

[sammyh98]

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@VLB80 wrote:

For the last 2-3 weeks my sky TV has not worked. The sound isn't working in time with the picture- there's a big delay and it's got worse. We only had it installed in February so very disappointed it isn't working as we switched from a provider I'd been with for a decade and not had any issues but sky had a great deal so signed up. So would really appreciate some help as we can't use it at the moment 

Thanks

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This has been an ongoing issue for months and has never been fully solved.  Changing your audio settings on your Stream box(s) to PCM will kill any surround sound but should hopefully allow you to watch in sync.

[CPoin]

Had Sky Stream for a few days now. Lip sync was immediately a significant issue. Tried changing every possible setting, with no effect, even outputting only PCM. This is using a Philips Ambilight TV and Sonos Beam soundbar over ARC. I've had issues with an Amazon Fire Stick previously but nowhere near as bad as with the Stream. However, I don't know if I can hold Sky responsible. Connecting the Sonos Beam to the TV optical out has resolved the issue completely. Seems more like an ARC issue between Philips and Sonos hardware. 

[Dom35]

I was told by sky that a software update should solve this about a month ago -

unless sound settings on pcm stereo lip synch is out - so surround sound system etc cant be used to full effect because of this software issue . Is Sky going to rectify this soon ? 

[MarkGoldsmith]

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@Dom35 wrote:

I was told by sky that a software update should solve this about a month ago -

unless sound settings on pcm stereo lip synch is out - so surround sound system etc cant be used to full effect because of this software issue . Is Sky going to rectify this soon ? 

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Sky did test a fix several weeks ago but users on this forum still reported having the issue.

Sky don't tend to publically announce what is included in each software update or when the roll out will begin. Software rollouts generally take several weeks as they are done in batches.

Clearly Sky are aware of the lip sync issue so all you can do is perhaps check on a semi regular basis to see if a new software update has been rolled out to your devices and then test to see if the lip sync issue is fixed.

[Dom35]

Thanks Mark 

patience required ! 

[Matt+Nunns]

It takes the mickey when they're charging £6 a month for "UHD and Atmos" when the device can't actually output Atmos. I'm sure they'll be automatically refunding everyone. Oh. No. They won't, will they. Terrible service and pretty awful product

[Eralc]

We have the same issue.  All starts out fine then after a while a few words are repeated then we are off time.  Its very frustrating.

[Fothergill1]

@Eralc There is currently a known issue with the lip sync which Sky are trying to resolve.  As a temporary workaround they are suggesting you change your audio settings to PCM or passthrough.

[Simon843]

When I'm watching tv channels and movies the audio isn't matching up with the actors/actresses mouth movements,

I have tried turning my puck off and on also tried factory resetting it but still running into the same problem!.

its now doing it to nearly all the channels but nothing wrong with the sky glass tv in the front room and nothing wrong with the up stair sky?? We have reset the sky and sky internet and still nothing bit the same issues, lips and echo sound 

[Padam_Padam]

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@Simon843 wrote:

When I'm watching tv channels and movies the audio isn't matching up with the actors/actresses mouth movements,

I have tried turning my puck off and on also tried factory resetting it but still running into the same problem!.

its now doing it to nearly all the channels but nothing wrong with the sky glass tv in the front room and nothing wrong with the up stair sky?? We have reset the sky and sky internet and still nothing bit the same issues, lips and echo sound 

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Have you tried what is suggested in the post immediately prior to yours?

Change the audio output setting to PCM or passthrough and see if that helps. If it doesn't then unfortunately you'll have to wait for Sky to fix it. It's been several weeks already since it was reported and no timescale has been given for a solution so you may be waiting some time. 

To give you some idea of how long these things can take - there was an issue with random audio drop-outs on certain Sky Q boxes several years ago. A thread on the Sky Q forum reached well over 100 pages long with customers complaining about it. It took Sky over a year to discover that it was an audio driver issue and a firmware update was eventually pushed out to fix it.