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?

[Monokuma]

Hey Creach,

That drives me crazy as well!  The first thing I'd check is that the speed is up to par, they recommend 15mpbs or above for most streaming platforms.  Secondly, how are things connected? Wi-fi can cause these kinds of issues, so I always suggest having the TV connected via Ethernet, straight to the modem. That ensures that any electrical interference is mitigated, to give you the full speed required.  Lastly, I'd look at the equipment, how old is the TV, modem, router, etc.? Sometimes a few years can equal some HUGE advancements in networking, which can cause these issues as well. 

Hope that helps narrow things down a bit, and good luck!

[creach]

Hi 

We have just had Fibe cables run into the house and I have Fibe 500 so speed should not be a problem, its the new router and it is 6 feet away from my tv. I am using a 4K fire stick on a 1 year old tv. I just received the Bell Streamer in the mail, do you think that would be better?

[Monokuma]

Hey Creach,

I'd give the streamer a shot if it isn't too much trouble. If the problem persists, I would touch base with tech support. If it's only a few channels, It may be an issue with the signal coming from those broadcasters. With all this process of deduction and eliminating possible causes, should give our tech guys a good start to help you out. OH, and if it hasn't been mentioned yet, try to reboot the modem, power off for 30 seconds, power it back on.  Sometimes those modems get tired and can cause some issues if left on too long. 

Hope this helps a bit! 😊

[Sams · Accepted solution]

Audio Delay setting have to be adjusted.

Different devices have different settings but most give you the option to adjust the audio delay which basically slows the audio by fraction of seconds so it can match the video.

I have a Samsung and in the audio setting there is an “Expert setting” section where the “audio delay” setting can be found. You simply move the delay up or down until the video syncs with the audio. This will solve the annoying problem.

[Charles]

hi there,

i have a samsung and using the 4k fire stick to stream the bell fibe tv to the kitchen tv. I have the same issue with all channels and the audio delay feature on the Samsung tv does not fix the issue at all. I have bell five internet with the hub 4000 so they are both on wifi 6, i have tested my bandwidth, and its well above whats needed. Maybe an update is needed to fix this sync issue. Can someone from bell reply with a solution?

[Charles]

Helloooooo, the sad part is, the longer you watch the channel the worse it gets, i have to go back and select the channel again, to get it back closer to normal, then it progressively gets worse and worse

[BellPatricia]

Hi there @Charles. Thanks for reaching out to the Bell Community.

We have sent you a private message so we can dig into this a bit deeper.

Please check your inbox, next to your profile avatar in the top right corner. Unsure how to check or send a private message? See How to send a private message

[AlexS]

same thing with chromecasting from laptop Google Chrome

[Charger104]

I have been having the same problem for the. Past few weeks as well.

on my laptop as well as my IPad. Also when I go to look for my recordings I keep getting the error about not finding my receiver, when trying to watch remotely, so I have to go into settings and select my device again before I can start watching my recordings

[Guelph]

I’m also having a big problem with audio syncing with Fibe TV on a Sony TV and a Sonos sound bar speaker. The audio is like 2 seconds delayed on a picture!? I’ve played around with the soundbar sync settings but no luck. I never had a problem with my previous service with another provider. Does anyone have any suggestions?

[STANLAY]

I also have a very new Sony TV with built in Google TV, and the Fibe TV has a delay, its really bad on the "on demand" content. Unwatchable.

[BellNick]

Hi there @STANLAY 
Thank you for your post and welcome to the Community.
Is your television connected via ethernet or WiFi and have you tested both connection types to see if the issue persists?
Do you have a sound bar / speaker connected? If so, are you able to test without this connection to see if you still receive audio delay?
Looking forward to hearing back.

[STANLAY]

My audio is perfectly in sync with the following apps: Youtube, Netflix, Prime, Disney, Apple, Crave, and is delayed with Fibe TV app. Why would a soundbar behave differently for one app? No I don't have a soundbar, and I tried the audio through both my optical out to my receiver and with the built in speakers on the TV. Same delay with both. Its clearly a software issue with your app based on basic troubleshooting.
My TV is connected through WiFi. Again, why would an audio delay emerge with only the Fibe TV app, and not every single other app on this television. The Wifi is not the issue here, I can say that with 100% certainty.

[BellNick]

Our suggestion would be to go into the app and clear the cache. Then reboot the tv and let us know what happens after.
 

1. Clear the Cache
2.Rebooting tv:  Sony Bravia (to restart it)
Press and hold the POWER button until Power off appears on the screen. Press and hold the POWER button until a menu appears → select Restart.
3. Restart app after tv reboots