SKY STREAM - New software build QS021.005.00P caused new audio sync issue

[AnthonyPev1960]

Do Sky Customer Services actually read these threads? 

[Pukkajim]

I have called and explained the issue to retentions and they've allowed me to cancel immediately. 

in all honesty the lady was amazing and it's instantly gone off and I'm now back to Apple TV 4K. (With no lip sync issues)

[GD1]

All

This has been raised to Sky but unlikely we'll get any updates before Monday 8th April.

In the meantime have you tried different setting in the pucks sound settings menu?

*****Post marked as Answer for visibility only******

[lettice]

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@AnthonyPev1960 wrote:

Do Sky Customer Services actually read these threads? 

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Sky do read these threads, so should be aware

They also have been made aware in our Superusers closed area, so hopefully for those having the issue may get some traction soon.

As  I have mentioned elsewhere on this community, I have tried a number of tests with TVs, sound kit combinations and puck settings tweaks last few days and am not seeing this problem with my Sky Stream pucks, so it seems to be a certain combination of kit,  not solely the puck itself.

[Paul+Dray]

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@Mr221 wrote:

@Paul+Dray  

we have had the same problem since the new update two nights ago sky stream can you sort it out never a problem before 

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Not sure why I've been linked to this post. Maybe was just to get my attention to it as I was the one who started the earlier software update audio problem thread. 

[Paul+Dray]

My settings have been left on Passthrough which was what fixed the issue for me a while back on earlier software versions. It still seems to be ok although I did think it possibly looked a tiny bit out after the last update. Nothing like some people are experiencing. Though I haven't tried the other audio settings since settling on passthrough to my AV amp. 

BTW it would be helpful if everyone would say which version they have currently on their puck. Mine for example updated a few days ago to QS025.017.00P.

[Floydianslip]

I'm watching the Brighton v Arsenal game on Sports Main event, audio is Atmos, this isn't just lip sync problems, the sound is 10-12 seconds behind!! I've never had sync problems, the SO25 firmware needs rolled back to SO24, how could Sky get it this wrong!?

[Mark2024]

Lip syncing has suddenly become unwatchable. 

surely sky will allow us to cancel our contracts if they can't deliver a basic part of the service agreement?

[Fothergill1]

@Mark2024 You would have to call Sky to discuss cancelling your contract.  If you are outside of the 31 days cooling off period you might be able to argue your case that the service is unfit for purpose.

With regards to the lip sync issue you could try different sound settings.  I have mine on Dolby Digital + and have not had any problems with the lip sync so that might be worth a try.

Good luck 🤞

[Tommy1959]

This has been happening every 20 -30 minutes on my sky puck. We have 2 and it's happening on both. 2 different tv's so it's not the tv that's at fault. Tried everything suggested by sky's automated diagnosis chat. 🤬

[Mark39]

Originally posted in the Sky+ forum.

[Pukkajim]

I called up today and was instantly able to cancel and I was month 2 into a 28 month contract. 

[Pukkajim]

18* month contract

[Big+Al+43]

I've  noticed this too. Also the sync on the sound seems slightly out. I have 3 devices and it happens on all of them.

seems fine on catchup, so wonder if there's an issue with the live signal?

[lettice]

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@Mark39 wrote:

Originally posted in the Sky+ forum.

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What was?
A similar lip sync error.

Not sure it will be the same as  this one.
It looks not be a broadcast issue, more customer TV/audio setups and recent conflicts with Sky Stream software.