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Lip Synchronisation FAQ

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image Lip Synchronisation FAQ

As always we are committed to providing you with the best customer experience and are making every effort to improve the situation as soon as possible.

 

 

 

We are pleased that so many of you provided valuable feedback on the post we made last week regarding lip sync.
As mentioned in our previous post, we made a configuration change to our broadcast systems in September, which subsequently improved audio/video synchronisation for many of you. However we are aware that some of you are still experiencing this issue.
As always we are committed to providing you with the best customer experience and are making every effort to improve the situation as soon as possible.
We are pleased to inform you that we are currently testing new software to further improve lip synchronisation and are working towards releasing it in a few months time.
We will continue to monitor your comments and provide you with regular updates.
As promised we have also compiled answers to some of your frequently asked questions on this issue.

Why is audio sometimes not in sync with video?
Delivering TV channels requires a complex process of encoding and transmission. Video and audio feeds are processed separately before being delivered to your TV. As video is more complex to process than audio, the two can sometimes get out of sync.
Your Sky+HD box tries to realign any remaining audio/video synchronisation errors that might have occurred during broadcast to output a synchronised signal.
Depending on your audio/video setup, and as highlighted by some of the reports on forums, there are cases where an amount of residual lip-sync error can persist.

Where do the sound synchronisation errors occur?
There are several factors which can affect the synchronisation of sound and picture at various stages of the TV delivery process, anywhere from broadcast through to the presentation on your TV.

What is Sky doing about the sound synchronisation issue?
Sky adopts the most advanced broadcasting equipment and systems for all of its transmissions to ensure minimal errors before delivering TV to your home,.
Your Sky+HD box then operates complex algorithms to correct any remaining audio/video synchronisation errors that might have occurred during broadcast.
We have issued a configuration change in September that has resolved the issue for many customers. We are also working towards releasing a software update in a few months to further improve the situation.
Last but not least, some TVs can create noticeable lip-sync misalignments. Unfortunately there is little that Sky can currently do to mitigate this, although if there are adjustment menus within your TV these can sometimes be set to correct the issue.

Is there anything that I can do to improve lip synchronisation?
Customers using an amplifier or a home cinema to output sound (using a digital audio output), may be more susceptible to lip sync errors. Sky+HD specifically provides an audio-delay feature which helps align the sound with the picture in this case. To use this feature, please follow the instructions below:

1. Go to Service >System Setup > Sound Settings
2. Highlight Digital Audio Output Delay and press Select
3. In the Digital Audio Output Delay banner use the left/right arrow to choose the setting you want. In this preview mode, you can hear the results as you adjust the level
4. Press select to save the setting.

For further information or help on this, please visit our Help Centre on Sky.com: Sky.com - Sky Help Centre

When should we expect a software fix for lip synchronisation?
We want to provide you with the best customer experience and are committed to finding a solution for this issue. We have identified a way in which we can improve lip sync. We are currently testing this software, which we hope to have ready in a few months’ time.

You said you updated your broadcast systems to improve lip synchronisation. Has this been applied to all types of boxes?
Yes. The update that went live on the 18th September was a configuration change in our broadcast systems and was picked up by all Sky+HD boxes. Sky was pleased to see that it fixed the issue for many of our customers. But we are working on a software update for those still experiencing the issue.

Do I need to do a forced software download to get the update you made on your broadcast systems?
No. The update that went live on the 18th September was a configuration change which does not require a software update on your Sky+HD box. When the new software update is ready your box will download it and install it automatically. Please note that we generally advise against forced downloads: We will trigger a software update when necessary.

Are Sky’s customer service advisers aware of lip synchronisation?
Yes. Our call centres have been briefed and are aware that some Sky+HD customers are still experiencing a lip-sync issue. Where possible, they will help you resolve this issue on the phone (for example by adjusting your audio-delay settings). In all other cases, the appropriate information and processes are in place to help provide the best customer service possible and resolve customers issues in the shortest time possible.

We hope this addresses your concerns and reassures you of our commitment to improving the situation. The Sky Movies team will also be posting in response to some of your questions on the Sky Movies HD channels.

We will keep you updated on progress.

Sky+HD team

Discuss this in our forums.

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