QS025 Lip Sync Issues

[GD1]

Thread title created to reflect current issue

[iretteri]

Hiya. I've not had sky stream long and I am not liking it at all. I keep getting lip sync issues. I have done everything that is suggested. Go to settings -sound -digital audio delay. I've switched the puck off and on at the mains. Still an issue. Very annoying. I'm hating sky stream. Wish I still had sky Q. No issues with that. Are the lip sync issues going to be sorted does anyone know. ? Or is it something people will have to put up with. At this present time I don't rate this product at all. It appears I'm not the only one. Lots of people complaining about this issue. 

[Jporch316]

@iretteri 

Seems to affect certain tvs 

quick fix is to go into sound settings and change the sound to stereo 

[Padam_Padam]

@iretteri 

My puck is pretty random with lip sync too. Some days it's fine, others it's a few frames out on one app but fine in another. At other times it seems impossible to keep in sync on anything. 
The best advice I can give is to make sure you have all picture processing turned off on your TV for the HDMI input the puck is attached to. If there is a game mode or low latency mode on your TV try selecting that. Doing this seemed to help a little for me, but TBH I just tend to use my TV apps or Firestick for a lot of stuff now - they don't struggle with maintaining lip sync, it's just the puck. 
I've tried two different brands of TV too and it's the same on both. Not great. 

[IanWhite]

The lip sync on my tv is all over the place! It is so bad that I'm having to watch Freeview to gain any enjoyment at all...this negates any need to have Sky tv. I'm resolved to cancel my subscription at the end of contract . The severity of the problem varies between channels so any form of adjustment is pointless. The problem also varies from day to day. Has anyone got any suggestions? Or do I have to continue to pay for an inferior service? 

[Chrisee]

@IanWhite is this on a Glass TV or with a Stream Puck. If the latter how is the puck connected to whatever is producing sound. Glass normally doesn't suffer from lip sync where its own speakers are used but occasionally some channels can be poor. 

[Capt555]

I had the same issue. I knew it wasn't my setup because everyday was the same. Would start OK then throughout the day would get worse and worse. 

I had to fight for weeks to get sky to send a replacement puck. 

New one was fine. 

I wish I'd never changed to Stream. It's awful. 

[Rastrolex]

I get the same and we shouldn't have to dumb down quality settings to get what we paid for.  

As soon as my contract is up I'll be cancelling.   Apart from a few Sky specific channels I can get what I need streaming or catchup on my Apple TV.

[IanWhite]

Good morning. The puck is connected direct to the tv via HDMI. 

[gszab1]

Try to set the "Digital audio output HDMI" setting to passthrough.

[Padam_Padam]

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@gszab1 wrote:

Try to set the "Digital audio output HDMI" setting to passthrough.

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Tried that. Doesn't make any difference. 

I just happily use apps on other devices now (which have no trouble with sync) and only use the puck for the odd bit of live TV and Sky on demand. 

[Exiled-in-HH]

@Padam_Padam have you considered to Sky's budget service NOWTV ... Entertainment&HD £5.99 with discounts ... good saving on Sports😉

[Padam_Padam]

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@Exiled-in-HH wrote:

@Padam_Padam have you considered to Sky's budget service NOWTV ... Entertainment&HD £5.99 with discounts ... good saving on Sports😉

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I already have it. Not interested in sports but I have Entertainment at £2.99pm and Boost at £3pm. Works much better than Stream on my Apple TV 4K box with no lip sync issues whatsoever. Stream will be leaving us soon - it's over-priced and under-powered. 😁

[IanWhite]

Does any one have any advice regarding the lip sync issue. It is almost impossible to watch and severity varies from channel to channel and time of day. Do I really have to endure this until my contract ends? Seems a bit unfair to have to pay for something that's below par and be without any form of redress

[Kelsingra]

Hey all,

Thank you for joining the Community Forum and let us know about the lip sync problem on the Sky Stream.

Our Specialist Team is looking into it, and we would appreciate if you could provide us more information.

It would be a big help if you could provide us the following details:

• your TV's brand and model
• how often does the lip sync issue happen
• when did it happen last time
• what content were you watching
• exact time stamp when it happened would help a lot

Thanks,