This topic

Another long term PS5 problem. Sound out of sync

stewarthastings — Sat, 09 Apr 2022 11:31:30 GMT

I know there’s multiple issues on PS5 but didn’t see this one mentioned, I just posted in the VC19 error thread too but the sound isn’t even close to being in sync on ps5. I use all the other apps on the console and none of the others are like this. Anyone have a solution? I expect the issue needs to be resolved with a patch because I’m not sure how the bt sport app will be out of sync when nothing else is. Thanks

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 11:25:15 GMT

Still get this error now and again too, but what I came here to post is why on earth is the sound so far out of sync with the picture on ps5?????????

these 2 errors on ps5 are completely and totally unacceptable, the fact that people in here and BT have acknowledged it for over 1 YEAR and haven’t fixed it is completely staggering. I use YouTube, Netflix, sky go, twitch on the ps5 and none of the others have ever had this issue. The excuse of not knowing the problem doesn’t wash after a year, you simply have staff working on this app who are incapable of doing their job properly. You need to hire someone who knows how to fix this issue. When is someone going to step up and fix this problem and stop taking our money and providing **bleep**?

Re: VC 019 PS5 error

reflectedreality — Sat, 09 Apr 2022 11:29:43 GMT

Hi, just an update on my experience with this. If you disable IPV6 on the sky router then also make sure you have disabled the Beta in the BT Sport app (same process as enabling it) then the problem with the stream freezing seems to be solved.

Hope this helps.

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 11:32:29 GMT

I’m not with sky, I’m with BT

Re: VC 019 PS5 error

DarrenDev — Sat, 09 Apr 2022 11:52:23 GMT

@stewarthastings vc019 is a generic error - not every instance will have the same cause. The issue on Sky routers was the big one - it caused most Sky customers to fail most of the time. That cause is identified now. Your VC019 will be for something different.

Your audio sync issue will also be unique to you - it's not something we've had a lot of reports of.

By all means feel free to vent your frustrations on these customer forums, but the aggression just gets my back up. It's not needed, and doesn't make me or any of my colleagues want to go the extra mile to help you out.

Re: VC 019 PS5 error

LAW_05 — Sat, 09 Apr 2022 11:55:04 GMT

And it doesn’t wanna make us keep spending our subscription when we can’t even sometimes properly watch it on our desired device, and isn’t helping us your job and the reason you’re paid?

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 12:18:56 GMT

I’m sorry Darren but even with the sky issue, it’s still definitely a BT sport app on PS5 problem, was before and still is now. Just because a temporary solution for sky customers (one they shouldn’t have to do just to make a basic app work) works doesn’t mean the blame isnt solely with BT. Like I said before and many others have pointed out, every other app on the console works. It’s an app, it should just open and work! That’s the absolute bare minimum expected when you pay money for something, especially after 1 year to 18 months. I would forgive a problem that was resolved within a month or 2 even.

im sorry if you don’t like the tone of my message but how long should I wait before I expect an actual fix? 3 years? Am I allowed to get annoyed then? If it indeed is your job to fix it, then yes I do expect you to work it out, like the other person replying said we are paying for a service we aren’t getting. Are you in charge as the boss of the app? Is your boss above you aware of issues going on for over 18 months? Or is this info being kept from them? Because if I was in charge of a project and it still had massive problems after 18 months I would seriously suspect the staff running it and if they’re actually capable of doing their jobs!

do you have an explanation why the other apps work but bt can’t manage to get theirs working? And I repeat it’s for a period of 18 months.

the audio out of sync issue is 100% not a problem unique to me, again if it is, why would all the other apps work and this one doesn’t? I think the more likely scenario is people don’t notice/don’t care as much about the sound sync issue. If you’re watching the game only, it’s less noticeable but if you’re watching them talk in the studio pre game it’s massively obvious. I know it’s a small sample size example but I saw a film in the cinema once where sound was out of sync, everyone sat there happily watching it, until 1 person went out to tell them. They came in paused the film, others were shouting they had no problem with the sound being out of sync…my point is, people won’t report it but please do not tell me it’s unique to me when the evidence suggests it definitely is not.

edit:

to further add to this, I use the app on iPad, my iPhone and sometimes a firestick too, and none of the apps on those devices are out of sync either. The ps5 is the only issue, and it was like this on my old tv and like it on the new one I bought recently. I’m actually amazed you can say the problem is unique to me? Even if (and it’s extremely small chance) there’s a part of my set of that causes sound sync issues, then the other apps obviously have something built into their code that allows sound and picture to sync up regardless of set up…..these are just more excuses than actual fixes

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 12:39:19 GMT

if you have access to a ps5 please post a short video of the studio guests talking in the studio and the sound being in sync. Filmed from your phone of your tv will do! I really don’t believe it will be in sync..

and that’s a request to Darren or anyone else, thanks

Re: VC 019 PS5 error

DarrenDev — Sat, 09 Apr 2022 12:46:38 GMT

I just don't understand why some people think that defaulting to abuse and insults is likely to result in getting a better response? You're talking to (and about) real people - why not just be nice?

The issue on Sky broadband is described earlier in this thread. A fault on their router is blocking BT Sport app data. We could restructure our network infrastructure (at great expense, and would take months to implement and test) to work around it, but the better option is for Sky to fix their router - which they are working on. It will be affecting other apps too, but not all.

VC019 in general just means that an error occurred during playback. It's usually network related, but not always. It's impossible to diagnose every issue for every user, but most issues like this are intermittent. Where we see spikes, we investigate.

As for the audio sync issue - the exact same video stream is used for all apps across all devices. Any sync issues seen are caused either by the hardware playing the stream (in this case the PS5) or the hardware decoding it (e.g. TV, soundbar, etc). It may be possible to add user-configurable sync settings on each platform, but that would require the product owner prioritising this as a feature to develop. That will only happen if we get enough complaints about it, and we don't. We have so many great new features being worked on that are considered much higher priority.

Thus the only advice I can offer if you're experiencing issues that are unacceptable to you, is to call us and raise an official complaint. If enough people do that then it may increase in priority.

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 13:01:11 GMT

thanks for the reply again Darren, I’m sorry for the frustration shown but I don’t think you can classify it as abuse. I may have been blunt in my assessment but I feel it’s warranted personally. Again, I challenge you to show a video filmed from your phone of it being in sync for you…..

I’m sorry again to be blunt but your reply completely comes across as brushing it off again, I’ve reported it to you right now, why should I go out of my way to report it another way? Should I call back with 20 different voices from different phones to get it raised to a higher priority? If it’s within your remit and you work there then you should raise it yourself since it’s already been reported to you. I would go further as to ask why would I even care about “great new features” coming when the basic features I paid for don’t work? I literally solely pay for BT to use it on my ps5 as a primary device, I’m being ripped off right now and have been for a long time and today was the limit for me not complaining about it, which is why joined the forum. Will these great new features also not work as intended? Read the room man, don’t come out with excuses, and talk about promoting other things when there’s things broken you are incapable of fixing…..it’s not appropriate.
not only is it not appropriate it’s unacceptable, you’re basically admitting you’re prioritising other things than fixing BASIC errors in the current app, that is not something I would be proud about. It’s shocking customer service

Re: VC 019 PS5 error

DarrenDev — Sat, 09 Apr 2022 13:07:45 GMT

I'm not brushing anything off - I'm just providing the facts. If there was something I could do, I would, but I'm telling you there's no solution available for your problem. You've said yourself that your other devices work ok, and I'm telling you that it's the same video/audio stream that you see on your PS5.
These are customer to customer forums - you're welcome to ask for help, discuss features, or provide feedback. There are a few BT staff who help out on these forums, myself included, but this is not the right way to raise a complaint - there's no way for it to reach the correct team.

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 13:14:53 GMT

Ok I might just do that. It’s the same stream yes I’m aware of that, it’s a different app though. The ps5 app itself is the issue. Can you post a video of it working correctly or not? Doesn’t have to be today but in the next week or so….

Re: VC 019 PS5 error

DarrenDev — Sat, 09 Apr 2022 13:17:26 GMT

I'm currently on holiday out of the country. I'll film it when I get home.

The app doesn't decode the video - it just provides the URL for it to the device to decode. That's true on all platforms.

Re: VC 019 PS5 error

stewarthastings — Sat, 09 Apr 2022 13:39:13 GMT

ok thanks, well enjoy! And don’t reply to us **bleep** on here during your holiday!

Re: VC 019 PS5 error

DarrenDev — Sun, 10 Apr 2022 14:41:24 GMT

Filmed as soon as I got in the door (excuse the noise of unpacking in the background). This is BT Sport 3 on the PS5 a short while ago:
https://drive.google.com/file/d/1XlIwkXC3tFMorb1JaQGNezBhBD0o2dgI/view

No lip sync issues whatsoever.

Re: VC 019 PS5 error

stewarthastings — Sun, 10 Apr 2022 14:53:20 GMT

Thanks, not sure if I’m being picky that isn’t synced up exactly to me, looks a slight delay on it. Other ps5 apps are perfect.

Re: VC 019 PS5 error

DarrenDev — Sun, 10 Apr 2022 15:10:47 GMT

It's slightly out at the very beginning of the video, but I'm putting that down to my phone. It looked perfect on the TV, and even the video is spot on for most of it - especially for the second half where the camera zooms right in.
I've just checked the documentation for the mediaplayer used on the PS5, and I can't find any options to change the a/v offset. So at this point I can state with almost certainty that there is nothing we can do about this. We can't change the source video stream (as that would affect all other platforms), and we can't change the PS5 player behaviour. The only suggestion I can make is to watch on a different platform.

Re: VC 019 PS5 error

reflectedreality — Sun, 10 Apr 2022 18:04:27 GMT

"The only suggestion I can make is to watch on a different platform." Even for BT this has to be the worst customer service response i have seen for a while, maybe he doesn't have another platform.

You sell this service at a premium price and have had a long time to fix what is a pretty simple app, stream a video. I build websites and would not be given this amount of time to fix a problem with the product I sell.

Re: VC 019 PS5 error

stewarthastings — Sun, 10 Apr 2022 23:13:44 GMT

Yeah I really don’t understand how there’s so many complaints on Twitter and this thread has been going on so long and there’s still multiple issues, but we’re basically being gaslighted into believing it’s possibly down to us, having thought about it some more over the weekend, there’s no way that is correct. As we all keep saying, all the other apps are fine, I wouldn’t have an issue with it at all personally if there was an app for the LGC1 built into the tv (but that wouldn’t help all the people who only have a ps5, or another tv without the app) but as for having another device for watching it on a big screen, no I don’t. Just the PS5, I paid for it on the basis of it working fine on this console and still pay for it on that basis. I’m not a developer but I’m not aware of any other streaming service with these issues. My contract is actually up as well so I think this is me done giving them any more money for this

Re: VC 019 PS5 error

DarrenDev — Mon, 11 Apr 2022 05:55:20 GMT

I moved posts around to try to clarify what we're actually talking about here, but I think the thread is confused again.

This thread is about the sound sync. For that, I'm saying I don't see any issue, we're not getting reports from others about there being an issue, and even when I provided a video demonstrating that the audio is in sync you still say that it's not in sync enough.

What I'm saying is that we CANNOT fix any perceived sync issue - there is literally no code we can write that will change the current behaviour. Therefore the only option is to move to a different platform. There is no other response I can give.