Fibe TV - Audio and image out of sync

[scarface73]

The sound on my TV occasionally fails to sync the voice with the image. The speaker is mouthing the words but the voice comes in after. I have to reboot the system and the modem every time this happens. It occurs on live TV as well as recorded shows. 

On another modem-TV  the fibre will automatically switch when watching a show to an advertisement on other Fibre streaming shows. We must say OK to switch back to the show. This happens often on TVA and Stingray Spa. 

[BellPatricia]

Good day @scarface73

Welcome to the Bell Community 🙂

The Community needs a bit more information in order to help.

• Which TV receiver and modem do you have? 
• Is the equipment connected to the Internet via Wi-Fi or Ethernet?
• Do you have any third party equipment plugged in between the TV receiver and TV  set (such as a home entertainment system)?
• Are all of the channels affected, or only TVA & Stingray Spa?
• What type of Audio connection are you using?

We hope to hear from you,

@BellPatricia 

[scarface73]

thank you for your reply.

I am not sure what the modem is however it says Giga on the modem, There are two receivers where this occurs, one with a Sony sound system but when turned off the sound from the TV is the same result. It also occurs on our TV is the living room. The receivers are ARRIS model vip7802. When I reboot the modem I also have to reboot the receiver after as it is still out of sync until I do that.

We use the internet for a connection.

It seems to only appears on those stations as far as we can see. When we were listening to the Spa channel it flipped to a advertisement for streaming videos without any input from us. It is the same for TVA when we watch the news or any show. It doesn't  She has to press OK to return the the channel or it keeps playing the streaming advertisement.
I have run the virtual tools to try and correct the problem but it still occurs.

both systems are connected via HDMI

I hope this answers the questions you asked.

[scarface73 · Accepted solution]

I have started the sync feature for audio and video and have not seen the problem occur so far.

On the other note regarding the interruptions on the channel for TVA and Stingray channels for streaming video advertisements one comment was that if there is no activity on a channel for an extended period it could revert to a advertisement. I know we had Stingray franco fetes on line for the day as we had people visiting during the day when it happened. Is there a time limit when there is not activity on a channel?

[BellNick · Accepted solution]

Good day @scarface73,

The only limit on our side for 'inactivity' is the receiver will go into standby mode. You can check / modify this through the device settings under "Screen Saver". As for advertisements showing up on your screen when watching channels such as Stingray, this is normally a television specific feature. Some televisions will do things such as this when the screen is black, as it believes nothing is playing.
If you have any further questions, please do not hesitate to contact the Community.

[Jafo98]

Audio out of sync with picture – stingray loud – channel 1580

is anyone else experiencing the audio being out of sync with the video on stingray loud channel 1580?

I should add, I have rebooted the Fibe TV box to see if this would resolve the issue, but it did not

[BellNick]

Hi there @Jafo98 
Thank you for your post and welcome to the Community.
We wanted to check in to see if you had time to review the thread and try any suggestions offered? Are you still experiencing issues with the channel?
Looking forward to hearing back.

[mrscjm]

Yes, I've had the same problem for days, and I've rebooted my modem and the one box where I mostly watch this channel. I mostly have it on as background music but when I look up and see the audio out of sync it drives me nuts

[BellPatricia]

Hi there @mrscjm 

Thank you for reaching out to the Bell Community 🙂

Can you clarify which TV receiver you have, and if this happens on multiple stations or only while you are watching channel 1580?

@BellPatricia 

[scarface73]

Hello,  the receiver I use is a ARRIS model. I used to get sync problems between the image and audio on live TV as well as recorded programs. This happened on our LG TV and the Bravo model. I went into the TV setup and changed  the SYNC function for audio and image to ON and it seems to have solved the problem (so far).

[mrscjm]

Good morning

I'm not sure what happened but shortly after I posted the channel synced properly on its own. Thanks for reaching out

Have a lovely Sunday

[Cmaj7th]

I am subscribed to the Stingray Classica HD specialty channel (ch 577), and lately the audio is out of sync with the picture, by about 2 seconds. To be clear, this is NOT the Stingray music app, but the payed specialty channel that shows classical music concerts. This loss of sync started in the last few weeks, and reboots do not help. No other TV channels exhibit this lack of A/V sync. Can this be fixed? The service is currently unwatchable.

Thanks for helping.

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

Have you rebooted your receiver recently by unplugging it, waiting 30 seconds & plugging it back in?

If you notice that the on-screen song information display is not lining up with the music from your television, please power off your TV box for 30 seconds and turn it back on to see if this resolves the issue.

Note that a delay of up to 30 seconds can be expected before the information you see on your screen corresponds with what is being played.

The song information on screen is out of sync – Stingray Music

Take care.

[OroKubota]

Sound and picture are not in sync on Bell Fibe

[WelshTerrier]

Good Day.

It is somewhat difficult to help you with the limited information that you have provided.

To start off, has this been an ongoing issue or is the sound & video sync issue something new? Which Bell TV service do you subscribe to? Fibe TV, Fibe TV APP or Satellite TV.

Are you experiencing this same problem on more than one channel? More than one TV?

What is the make & model of the device you are using, to view Bell TV?  How are you watching television (directly on your device, casting, receiver)? Bell Streamer, Fibe TV app or another device? What is the make & model of your TV?

1. If you are watching on your receiver or by casting, do you have any third-party equipment connected such as a soundbar?
2. Have you tried to reboot the device that you are using?
3. Have you rebooted your TV?
4. Most TV's today have audio sync settings? Have you checked this out?
5. Have you tried to do any troubleshooting steps thus far?
6. Are you experiencing this same issue on any other device? Are you able to test this out on another TV, device, etc.
7. If you are experiencing this issue & you are using the Fibe TV app, have you tried uninstalling the Fibe TV app and reinstalling it?
8. Depending on the device or TV that you are using, if the problem continues, you may need to do a Factory reset.

Let us know.

Take care