topic Re: EE TV out of sync and sound issues in TV

EE TV out of sync and sound issues

CerysDJ — Mon, 04 Mar 2024 17:05:38 GMT

Hi,

We've recently moved over from Sky Q due to the rising cost and benefits provided by EE as a long term phone contract holder. Had absolutely no issues with sky internet or TV.

We are now using EE for both our internet and tv packages. Unfortunately we have had a stream of problems and it's really impacting on our viewing experience. We are constantly having to turn our box on and off again as the sound randomly stops or the sound when watching programmes is so out of sync with the picture it makes it unwatchable. Has anyone had similar problems they've managed to fix?

Any help would be greatly appreciated!

Thanks,

Cerys

Re: EE TV out of sync and sound issues

Chris_B — Mon, 04 Mar 2024 17:14:25 GMT

@CerysDJ What box is it ? Have you tried factory resetting it ?

Re: EE TV out of sync and sound issues

Hickster2024 — Fri, 15 Mar 2024 20:45:52 GMT

I joined EE broabdand and tv two days ago and have definitely noticed audio being out of sync across numerous channels. There does not seem to be an option in the settings menu to adjust this, strangely.

Re: EE TV out of sync and sound issues

Hickster2024 — Thu, 21 Mar 2024 12:14:56 GMT

I'm using an EE TV Box Mini. Have tried factory reset. Doesn't seem to make a difference.

It's really strange how the settings menu doesn't offer the ability to adjust audio delay.

Re: EE TV out of sync and sound issues

Ee_user5 — Sun, 14 Apr 2024 17:32:21 GMT

Has anyone resolved this issue ? Seem to have the same issue for a few weeks .. every few seconds there is a break in sound

Re: EE TV out of sync and sound issues

Scbyd — Tue, 16 Apr 2024 15:53:10 GMT

Have you spoken to EE support? Audio sync problems are a really anxiety trigger for me so hoping this isn’t a widespread issue - my boxes are due to arrive Thursday.

Re: EE TV out of sync and sound issues

danny911 — Sun, 25 Aug 2024 12:59:38 GMT

There is an option under picture and sounds settings.

however it doesn’t let you delay the picture only the audio. My issue seems to be picture is ahead if the audio so delaying it just makes it worse.

Re: EE TV out of sync and sound issues

Hickster2024 — Sat, 14 Sep 2024 14:17:24 GMT

Which box are you using @danny911 ?

I use an EETV Box Mini and don't see any option to adjust the audio sync.

Re: EE TV out of sync and sound issues

Danjo911 — Sat, 14 Sep 2024 19:53:27 GMT

I’m referring to my TV Pro box

Re: EE TV out of sync and sound issues

Hickster2024 — Sat, 14 Sep 2024 20:12:17 GMT

Okay, so that seems to be a key difference between the Pro and the Mini boxes. The former allows audio sync adjustment (albeit innefectual) while the latter doesn't have the option at all.

Is there anyone from EE on here who can assist further please? Is this issue being investigated?

Re: EE TV out of sync and sound issues

Katie_B — Sun, 15 Sep 2024 07:05:22 GMT

Hi @Hickster2024.

Thanks for flagging this with us.

I would recommend giving us a call and reporting this to our broadband team.

They should be able to escalate this further for you.

Please be sure to pop back and let me know how you get on.

Katie

Re: EE TV out of sync and sound issues

PaulAO1 — Mon, 16 Dec 2024 22:30:12 GMT

We’ve just moved from SkyQ to EETV and we have exactly the same issue as CerysDJ using the EETV Pro box. Noticed CerysDJ raised this Mar 24 and Katie_B responded in Sep24 just wondering what the outcome was? Was it resolved if so how was it solved? Unsure why resolving to the broadband team would help? Grateful for an update. As someone stated the mouth is slower than the voice so speeding up the speech as an option will not resolve it you need to slow the voice down which is not an option in the menu of the EETV box. We’re still in the 14 day cooling off period so seriously wondering if the EETV box is the way to go!

Re: EE TV out of sync and sound issues

Midnight_Voice — Tue, 17 Dec 2024 09:22:28 GMT

@PaulAO1

What’s the Box Pro plugged into (e.g. a TV, make and model), and is that playing the audio, or is there a further device involved (e.g. a soundbar, make and model, and how connected)?

As a test, try setting the Box Pro to Stereo rather than Surround; does this help at all?

Re: EE TV out of sync and sound issues

PaulAO1 — Tue, 17 Dec 2024 09:47:58 GMT

Hi Midnight_Voice

Box plugged into Sony Bravia TV via HDMI cable. Also use a Panasonic sound bar. Been playing around with TV settings and checked sound bar and settings on the EE TV. Now have the sync setting on the App at 240ms. Plus changed to stereo from surround sound and adjusted the TV Settings. Seems a lot better but more by luck than judgement as not done scientifically. BB speed good at 63mb we can’t get higher as not got full fibre to house. Hopefully we can live with this. Thanks for your help