Sky puck lip sync issue

[Matey22]

I frequently have the problem and have found the only solution is to go to settings and restart the puk, Basically the puk is a useless cheap option  Sky decided to use. It's not the TV or found system it's the puk !! 

[kendoe47]

Hi, I am joining this post to state my case. No matter what you do the Lipsync problem will not go away. All the suggestions from many people are just short term fixes. I have spoken to Sky technical personal about this problem and it has been a known issue for some considerable time. The agent said it's a software issue and if they get sufficient complaints the problem would be upgraded to a priority fix. I informed the agent that there was numerous complaints on the Sky forum going back nearly two years about this problem and a recent software update in January this year which was supposed to fix the problem failed to do so.

My next question was why is Sky promoting and selling known faulty equipment no answer was given but if I wanted I could return to Sky Q which I gratefully accepted.

[Matey22]

Totally agree with your sentiments. I think

sky scrimped on the Puk for a cheap badly tested piece of kit. I've found going into settings and doing a restart does fix the problem for while so you need to do this daily or more often which is ridiculous. There about to raise prices on my contract do you can guess what I'll be doing !!

[kendoe47]

Hi, What I find really annoying is Sky expect you to accept the problem and keep paying for a degraded service. They should be offering a reduction in price until the problem is fixed.

[Augustus33]

Awful device. Have tried adjusting the audio delay, changing hdmi cables, different inputs on my avr, plugging directly into the TV. Nothing fixes the lip sync issues, most obvious when streaming on demand content in any app. Will not be renewing unless sky can find a fix.

[Davehouto]

Is this still a thing, I've only just got mine and having lip sync issues. How can they still sell a product that is not fit for purpose. I've just changed the HDMI settings to Passover which has worked so far but not holding my breath looking at the opinions. I'm not messing about if this fails I'll be cancelling and contacting OFCOM/trading standards if they refuse. I've cancelled my Netflix, Paramount plus accounts based off getting this.

[AndrewF_UK]

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@Davehouto wrote:

Is this still a thing

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Yes this is still ongoing. 

[Matey22]

I've found that that when it happens I go to Settings then System Management then Resets and Updates option then Restart Device.  This at least means you don't have to get up and turn power off and screw up the WiFi etc , 

It's just about manageable but we shouldn't have to do this and as you said I think the Puk is flawed . 

[Matey22]

Ps. My contract is coming up soon for renewal and no way will I continue with the proposed huge increases from the initial deal. 

[Casper1610]

Yeah mine is linked to broadband or would've cancelled already

[kendoe47]

Hi, Further to my discussion with Sky about the problem I have had an email reply from the technical department. They say that the update in January should have fixed the lyp sync problem but it apparently did not and they are reviewing another software update which will again hopefully fix it.

Notice you cannot speak directly to the technical department about this problem I wonder why. They raise a Ref No complaint and once you get the email your complaint is closed. 

I just have a puck and I am wondering does the Sky glass gen 1 and 2 have this problem?

[Matey22]

Sounds like a cop out and you were brushed off with a technical excuse ? 

[BenJoBanjo]

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@kendoe47 wrote:

Hi, Further to my discussion with Sky about the problem I have had an email reply from the technical department. They say that the update in January should have fixed the lyp sync problem but it apparently did not and they are reviewing another software update which will again hopefully fix it.

Notice you cannot speak directly to the technical department about this problem I wonder why. They raise a Ref No complaint and once you get the email your complaint is closed. 

I just have a puck and I am wondering does the Sky glass gen 1 and 2 have this problem?

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Sky Glass does have the same problem. I just sent back a brand new gen2 Glass TV partly because of it. It wasn't reliable. It would be in sync for a while on one channel but then you'd watch something on an app and it would be out of sync. Go back to live channels and it's out too. Change channel and it goes back in sync. Really poor. 

[kendoe47]

Hi, Thanks for the info on the Sky glass gen 2. It beggars belief how Sky are getting away with this. They are blatantly selling contracts for Sky glass and Sky stream knowing that the equipment you need to view the content has inherent hardware or software issues.

The lypsinc is not the only issue with the puck, it requires constant unplugging because it freezes

quite often too.

My setup is LG C3 oled TV, Denon avr with Earc and befibre 900 Mbps. There is literally hundreds of complaints on this site about Sky stream and Sky glass.

[Mark39]

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@kendoe47 wrote:

Hi, Thanks for the info on the Sky glass gen 2. It beggars belief how Sky are getting away with this. They are blatantly selling contracts for Sky glass and Sky stream knowing that the equipment you need to view the content has inherent hardware or software issues.

The lypsinc is not the only issue with the puck, it requires constant unplugging because it freezes

quite often too.

My setup is LG C3 oled TV, Denon avr with Earc and befibre 900 Mbps. There is literally hundreds of complaints on this site about Sky stream and Sky glass.

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Not all subscribers have these issues. My Glass and Puck work reliably.