Fibe TV App audio out of sync

[creach]

Hi I have noticed that when watching on my app on my tv that the peoples mouths do not match the words....this is on multiple channels...it drives me crazy!!! what can cause this?

[Putty]

The voices are out of sync with the persons lip and body movements when streaming shows on the BellTV app. How do I fix this?

[BellNick]

Hi there @Putty 
Thank you for your post and welcome to the Community.
Are you still experiencing issues with the sync? If so, how are you watching television (directly on your device, casting, receiver)?
If you are watching on your receiver or by casting, do you have any third party equipment connected such as a soundbar?
Looking forward to hearing back.

[Putty]

• Yes still having the issue. I’m watching on my TV using the Bell TV app through Apple TV. No soundbar. 

[STANLAY]

Yes still issues, however I finally received my Bell Streamer, so I use that to watch the FibeTV content, and then if I watch Crave content on the actual Crave app its fine. In the Fibe app, crave content has bad lag.

[OTTERCOMET]

I am experiencing the same problem Charles has described - sound track sync gets progressively worse until I turn of the TV and then turn it back on and things are back in sync - for a while. 

[BellNick]

Hi there @OTTERCOMET @Putty 
Are you able to share what stations this occurs on and if possible can you test multiple channels?
Looking forward to hearing back.

[Jimmytara]

Hi there, has there been any resolution to this issue.  I have had the same issues with BellFibe Alt TV when watching on demand stuff on my Firesticks.  Only happens with the Fibe app, no other app has the same issues.  

[BellPatricia]

Good day @Jimmytara,

Welcome to the Bell Community, and thank you for your post 🙂

What is the make and model of your Fire Stick?

Can you share if this is affecting just one show, or everything that you watch On Demand? Also, does it happens during live TV and recordings too?

The AV Sync Tuning option available in Fire Stick audio settings can help fix issues with audio delay. If available on your device, can you try it out and let the Community know if you notice a difference?

We look forward to your reply.

- Patricia

[STANLAY]

No, device settings might help for syncing up the delay in the fibe tv app, but then all your other apps will be out of sync since they were fine before. So this is not a solution. The solution is in the code of the Fibe TV app, but you'll never see Bell say they could improve on something or made a mistake.

[OTTERCOMET]

Doesn't matter what channel or streaming service (Netflix or Prime) we are watching. If the TV is on for more than a few hours the sound slowly goes out of sync until I turn the system off and back on.

[Dodger]

Are there any public responses from Bell? This issue happens when using the streamer and cannot be adjusted with my tv settings because then everything else would be out of sync.

[BellPatricia]

Good day @Dodger,

Welcome to the Bell Community 🙂

Is this only affecting the Bell Fibe TV app on your Bell Streamer, or does it happen on other streaming apps and devices/receivers too? Do you notice it on a certain channel/show?

A great first step is to simply reboot your equipment, then test to see if the issue persists. Just follow these steps to reboot your Bell Streamer:

• Select Settings from the left navigation menu
• Under the Device Section select Settings
• Select Restart and the device will reboot

Within the settings you can also try adjusting the audio (you can choose Stereo or Surround sound) and the Bell Streamer video quality by selecting between either Standard, Good, Better or Best.

For some additional troubleshooting suggestions please also check out this article on our website: Help with Bell Streamer volume

Let the Community know everything is going or if you have any other questions.

- Patricia

[Jimmytara]

Hi, yes I have obviously tried all of the above countless times and nothing has ever resolved. All software updates are up to date, apps have been uninstalled and reinstalled, so no more suggestions to reboot or unplug please. The issue is on all of our Firesticks that are connected to Roku TVs and also on another smart tv that has the Google OS which has the Fibe TV app. On demand shows are unwatchable due to the sound not syncing up with the picture and it is a significant delay. 

Also during regular programming there is a time delay of 2-5 minutes. For example when we watch the Weather network the time on the channel will show 7:26 when it’s actually 7:30. Not sure if those issues are related at all and I’m not sure if it’s only the Weather Network; but that’s the only one we can tell since the time is always displayed on that channel. 

[STANLAY]

Jimmy seems to be experiencing exactly what I see on my various Chromecast and Google TV devices. Its specifically on demand programming on the Fibe TV app. I tried removing and re-installing the app, and checking the updates. Absolutely garbage. And I reported this issue almost a year ago, still nothing done.

[BellPatricia]

Hi @Jimmytara & @STANLAY,

Thanks for getting back to us.

Can you clarify if this is happening during a certain On Demand episode, and which ones are affected?

Sometimes audio delays can be caused by a poor Wi-Fi signal to the device. We recommend that you check the signal strength to your devices using the Bell Wi-Fi Checkup Tool. For more information on using the tool please review this How To: Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool

@Jimmytara Were you also able to try the AV Sync Tuning option in the Firestick audio settings that we recommended in our reply to you here ?

Looking forward to hearing from you.

- Patricia