Sound not syncing with picture

peteyms
Grasshopper

We have had Blue Sky since we moved to Qualicum Beach in August 2017 and have had nothing but problems with the sound being out of sync with the picture. Have called numerous times, had tech's out and the problem still persists. We have tried everything, changing boxes, power off and back on which fixes the problem for a short time but it always comes back. It was suggested the problem was with our Samsung TV (There are millions upon millions of Samsungs being used so I find that explanation hard to believe). I might accept as the cause other than the problem exists on our iPads using FreeRange TV. How is that possible, Free Range has nothing to do with the cable system.

Paying a lot of money for an inferior service, and as someone mentioned the support leaves something to be desired. You can't get though on the phone or Chat without an extremely long wait and now the option to leave a number for a call back has gone. 

Quite disappointed and hoping Shaw does something to rectify the problems they have with their cable system so we can enjoy what we are paying for rather than feeling we have to live with the problem.

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Re: Sound not syncing with picture

Moderator
Moderator

Hey peteyms,

Thank you for taking the time to reach out! I am very sorry to of the ongoing issues you've been experiencing with your BlueSky TV setup. I understand it can be frustrating to try to reach us by phone during busy times, so I just wanted to let you know that we also offer support over Facebook and Twitter here. I haven't heard of any other reports of the audio not synchronizing with the picture. Are you noticing this problem with certain TV shows or is it with all content on all channels? Do you notice this issue on just 1 TV set or is it prevalent on multiple TV sets? Also, does all PVR playback also show the same problem? Let me know so we can get to the bottom of this.

Cheers,

Tony | Community Mod.

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Re: Sound not syncing with picture

peteyms
Grasshopper

Hi Tony,

There has been mention of this in the community elsewhere. The problem will show up on any show,. We watch a lot of news, especially CNN and MSNBC, but it also happens on local news as well as regular TV shows. Happens on all 3 TV sets ( one is worse than the other two) including our iPads which are using FreeRange TV so this makes no sense other than to assume it is a problem at the broadcast source. Unplugging or turning off the power on the PVR or one of the remote boxes fixes the problem temporarily and it may be fine for several hours, then it goes out of sync again. Switching stations on the iPads sometimes helps, but not always. It does also happen on PVR playback, but not as often as the live broadcasts. Have not noticed it on Netflix or Pay for View, or on Demand that I recall.

Peter

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Re: Sound not syncing with picture

Moderator
Moderator

peteymshmm, that is very odd. I know that there is a ticket sent for CNN to fix their feed from the studio(pixelization issues). As for the rest of the channels, there are no known issues nor have I seen any issues on our local test station. FreeRange TV is working as expected, no unsynchronized video/audio as I use it every day (Samsung S8 and on a Chrome web browser). It may be an issue with the internal networking in your home for the BlueSky TV setup. I'd recommend touching base with our technical support team to further investigate this or to schedule a senior technician to review your signal connections.

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Re: Sound not syncing with picture

peteyms
Grasshopper

Will try calling again and ask for a senior technician, the other service guys that have come had no answer or solution.

Peter

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