Audio sync issue on Apple TV

[ajho]

I've noticed that recordings from Global TV have audio sync problems on the Apple TV app (specifically when watching Elspeth), but recordings from other channels don't. Any idea what's wrong? I read a post from last year that talked about American shows/channels having this problem, but we can see other American shows (Grey's Anatomy, Station 19, Rookie) without such problems.

[El-Eric]

Hey @ajho I've personally not encountered issues with my recordings but can you delete the app and download it again and let me know if that fixes the issue?

[ajho]

Thanks. I did that once a couple of weeks ago and the problem is still occurring, but I'll try again.

[El-Eric]

Yeah let me know if that works. If not I'll see what else we can do

[Optik-Kate]

Hi @ajho , this has been an ongoing issue that's in the works. For now, when the lip sync becomes noticeably off, changing the channel or exiting the player and replaying the channel will resync the audio. I understand it is not ideal, the least amount of disruption would be to quickly flip to the next or previous channel and tune back. 

[CableGuy123]

Want to say that I have been experiencing the same issue as well with audio sync gradually not aligning with picture. Currently I am changing the channel and going back to temporarily fix it.

[TELUS_Support]

The issue is currently being addressed, and we'll keep you all informed as soon as we receive any updates.

[TELUS_Support]

Could you tell us which channel you experienced the issue on, as well as the audio source? (Stereo, Bluetooth, airplay, other)

[Wolfgang]

How does this address watching it on demand and audio sync just gets worse every minute

[CableGuy123]

It’s happened for me on every channel using the live tv guide on the TELUS app. Last night it was ABC that my family was watching where the audio sync was off by almost 2s. The audio is playing via e/arc HDMI 2.1 connection to an LG soundbar (S80QR). 

[TELUS_Support]

Thanks, I'll pass this along to our dev team. 

[CableGuy123]

It even more split on my iPhone app, I tried to watch a program on global tv - a replay of live and the audio was delayed by almost 8seconds. I couldn’t change the channel because I would have to restart watching the program from the beginning because forward and back is disabled on live replay.

[TELUS_Support]

Our team is aware of this issue as previously stated and working on a resolution!

[Tracy29]

What happened in the last week (i.e., update, etc.) that my audio on the Telus app no longer syncs with my Apple TV - live TV and recordings. Apple says it's my internet connection and Telus says it's an Apple problem....rather than passing the buck back and forth, I would like an actual solution.

[TELUS_Support]

Hey @Tracy29 - We've received some reports of the audio sync issue with AppleTVs. We've passed the feedback along to our dev team to look into but we have no updates as of right now

[Tracy29]

Has anyone else tried changing cable serice providers (i.e., Shaw Cable in Edmonton). If so, I'd love to hear about it.

I am thinking that might be the solution. I am tired of the ongoing issues. In addition to the one posted earlier, ever since I've had Apple TV (January 2024), I've had issues using the live guide (I previously posted on this forum about it), in that after a very short time if I want to change the channel I have to close and reopen the Telus app. Telus says "they are on it". But perhaps they don't have the capacity to actually figure out any of the Apple TV related issues. I think I am done.