VC 019 PS5 error

[DarrenDev]

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.

[stewarthastings]

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….

[DarrenDev]

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.

[stewarthastings]

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

[DarrenDev]

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.

[stewarthastings]

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. 

[DarrenDev]

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.

[reflectedreality]

"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. 

[stewarthastings]

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

[DarrenDev]

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.