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 

[Katie_B]

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

[PaulAO1]

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!

[Midnight_Voice]

@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?

[PaulAO1]

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