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?

[Jimmytara]

Wow okay, we have really good wifi, signal strength is usually very good or excellent (we use your equipment). It can’t be a wifi problem because there are no other issues on any other app or device. The problem is with any on demand show where there is an approx 2 sec delay on the audio. Av sync tuning does nothing to correct this and it happens on all 3 of our fire sticks and like I said before on our Google tv, so I’m confused with your request for the fire stick type. It’s whatever the latest non 4K fire stick that Amazon sells. The Google tv is a year old TCL 4 series tv. It does not happen live TV like I have said already. We can’t record because it’s Fibe Alt TV. 

[BellPatricia]

Good afternoon @Jimmytara,

Thank you for your reply.

We'd like you to test a bit further by uninstalling, and then reinstalling the Fibe TV app from your devices. 

Please also test on a different type of device such as a mobile device or computer and let us know if the same thing happens. 

Keep the Community posted,

- Patricia

[Jimmytara]

Yeah I’ve tried doing that before on all my devices. I will say that it works perfectly in my iPhone, just seems to be a problem with the Bell Fibe apps on the Firesticks and Google TV environments. 

[EssentialTremors]

Why would you only give it to someone via a PM? It is obvious to me that more people have the issue. Can you please post it so that all of us can fix this audio/video problem??

[BellKris]

Hi @EssentialTremors . Thank you for reaching out to the Bell Community.

What type of device are you using, and have you tried any troubleshooting steps thus far?

We do recommend that you check out the Helpful replyabove for a tip on resolving this.

Keep the Community posted, and let us know if you need any more help.

[NetworkHelper24]

I have same problem on Sony TV with Bell TV App. TV is connected with ethernet cable with 1 gig Internet bell fibe.

Amazon, Netflix, Crave... basically all apps works fine except Bell TV app, where audio is out of sync. Funny thing, it works fine on some channels and very bad on other channels.  Already tried to clear cache, force stop and reboot (several times).

Fact that it's happening on specific channels makes me think it is a channel streaming issue and has nothing to do with my TV.

Channels with sync issue : 101 ici Tele, 103 tva, 104 Tele Québec, 

Channels with NO sync issues : 102 noovo, 108 rds, 111 tva sport, 115 lcn, 201 ctv, 203 global, 204 citytv, 205 cbc, 220 nbc, 221 abc, 222 cbs, 223 fox, 627 ctv sci-fi

[EssentialTremors]

hello BellKris, I have done the reboot which seems to work on my system and sets the audio and video together. So far that's all I know how to fix it

[RichardB]

I have the exact same setup as well as the exact same issues with the same channels.

Hopefully this can be fixed asap.

[BellKris]

Hey there @RichardB,

Are you having trouble with your channels on any other device?

We recommend that you please reboot your TV equipment as well as your modem and then test to see if you are still having trouble.

Keep the Community posted.

[RichardB]

Hi,

As stated, already tried rebooting modem and tv and clearing the cache. Also made sure everything had the latest version. No change.

I did try using the ICI télé app on my Sony tv instead of the Bell tv app on ch 101 and there was no issue when using the ICI télé app so problem seems to be related to the Bell tv app and/or Bell tv network.

Tried using the Bell tv app on my android tablet (no other tv) and sound is synched properly on all channels.

Hope this helps narrow down the problem. If it was a Sony issue, then all channels would be the same which isn't the case...

[BellNick]

Hi there @RichardB 
Does this issue also occur on the HD stations of the impacted channels (channel 1101 for ICI)?
Looking forward to hearing back.

[RichardB]

Hi,

I don't have a set top box, only the Bell TV app on a Sony Android TV. Unless I'm missing something, there's only one channel 101 ICI...

[BellNick]

Hi there @RichardB 
If you only subscribe to the Bell TV app and have no receiver, then correct, there is only the one channel. 
Have you tried rebooting your television?
Do you have any third party audio connected to your television? If so, can you try disconnecting it to see if the issue persists?
Do you have any other devices such as a phone or tablet that you can test the same channel on to see if the issue can be replicated?
Should the issue still persist, we would recommend uninstalling and reinstalling the Fibe TV app. If the issue still occurs, we would then recommend a factory reset of your television.
Looking forward to hearing back.
 

[Jimmytara]

Wow, have you tried turning it off and on again? Have you tried reinstalling the app? The only 2 solutions ever offered for these issues… which many of us have been having for years. Pathetic. 

[RichardB]

Hi,

As stated before, all the suggested steps have been done with no positive result.

As of 2 days ago, the problematic channels are back to normal so no further action is required.

Thanks for trying!