EE TV out of sync and sound issues

[CerysDJ]

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 

[Chris_B]

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

[Hickster2024]

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. 

[Hickster2024]

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. 

[Ee_user5]

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

[Scbyd]

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. 

[danny911]

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. 

[Hickster2024]

Which box are you using @danny911 ?

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

[Danjo911]

I’m referring to my TV Pro box

[Hickster2024]

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?