topic Re: Sky Puck stability in Archive

Sky Puck stability

RedJen1980 — Thu, 04 Nov 2021 13:46:42 GMT

We've had our Sky Glass TV installed and working for about 10 days now and the TV itself (after yesterdays upgrade) seems to be very stable and easy to use.

We're finding that's not the case with our 3 Sky pucks (all on this weeks updated firmware) Most of them need power cycling in the morning (unplugging the blue power cable)

They seem to take an age to start-up from a cold start power cycle and they don't seem to power on very well using the remote - Everything just seems to take it's time (1-2 mins to get to the Home Screen), multiple presses of the home button, power button, up button to get them to home.

We're getting frequent network lost messages in the morning and I suspect that the streaming is sometime carrying on into the night despite us thinking it's powered off

It usually takes 5-10 mins of messing around in the morning to solve.

internet, network and Wifi are solid at 300Mbs and no other devices on the network are so picky

any ideas on things to do to improve this, my other half is going crazy - Turning on This morning used to take 3 seconds - No we've got a puck dance 🤣🤣

Re: Sky Puck stability

Essex+Guy — Thu, 04 Nov 2021 17:13:40 GMT

Same story for me. The Glass TV is stable but the 4 pucks are so bad.

When they haven't been in use., they go to sleep, although I have told them not to in the settings and disabled hdmi control on my TV and the puck settings.

They eventually wake up but live tv is unwatchable as it's just glitching out (Oddly Netflix however will playback fine when it's like this).

To actually watch live tv on them I have to pull the power and put it back in.

They do then "work" but video speeds up and slows down, goes back and starts again all the time.

Being so new, I did expect bugs but I didn't think it would be with the actual watching TV part. I assumed it would be more playlist, interface problems etc...

Re: Sky Puck stability

dogmatic6 — Thu, 04 Nov 2021 17:55:52 GMT

yeah there are ongoing -icky stability issues mainly around live tv it seems.

I would hope the puck stability issues will get the same level of attention as the glass blinking issues!

I know sky are aware of these issues so hopefully we will see some additional puck firmware updates soon

Re: Sky Puck stability

dbader — Sat, 06 Nov 2021 12:26:36 GMT

To all having issues with the Sky Glass puck.

This is disgusting - every day for over a week now, i have had to spend at least 30 minutes and longer getting the puck to do something. Twice I have had to download the software - something ridiculous since its still the same version.

And Sky will expect us to keep paying for a service that is not always available.

Last night, the Glass Tv in my bedroom woke itself (and me!!) at 03:15 am, even though any settings involving its wake up 'facilities' have been disabled.

I am currently on my phone waiting for Sky to deign me with a person to report these issues to, but there does not seem to be a human being available, even though i have been waiting 17 minutes.

Disgusting - Sky, I hope you read this !!!

Re: Sky Puck stability

Sky-by-night — Sat, 06 Nov 2021 21:49:09 GMT

I'm having similar issues with the puck - it's virtually unusable. If it's not sorted out soon then I think I'll have to join those returning their Glass, which is a shame as I'm pleased with the actual TV (despite the ongoing sensor problems)

Re: Sky Puck stability

Lisa-P1987 — Wed, 24 Nov 2021 12:52:57 GMT

Update - After checking this, the issue with the puck power/standby is a known issue and will be resolved in a software update soon.

Thanks 🙂

Re: Sky Puck stability

Dazzar51 — Fri, 26 Nov 2021 14:07:00 GMT

When is the update taking place , as they are unusable

Re: Sky Puck stability

RobHD — Mon, 06 Dec 2021 12:38:10 GMT

Sent the whole lot back and reverted to Q - the puck issues were just not sustainable and driving us crazy. I'm sure it'll come good at some point but until then....

Re: Sky Puck stability

Jon+Reeve — Mon, 06 Dec 2021 12:40:29 GMT

I'm pretty much delighted with the puck performance since the update.

I can now tune to live Sport UHD channels 3050 and 3051 and after a few seconds of stuttering, they perform flawlessly and don't need resetting before you start watching them.

Enjoyed football and F1 with no issues whatsoever over the weekend.

With the motion sensor on the TV now working, I'd say my Glass experience is exactly now what I was expecting - and it's great.

Re: Sky Puck stability

RedJen1980 — Mon, 06 Dec 2021 18:53:40 GMT

We've found that puck perfance and stability has improved since 2nd December update - Though networking and wake-up after long periods of time still means there is 3-4 mins of hassle before we can watch TV

ive switched off the overnight power saving and switched on the network keep awake, though do feel that there's still lots to do to get the pucks to be reliable and family proof

Re: Sky Puck stability

Dazzar51 — Mon, 06 Dec 2021 19:47:14 GMT

I am still having to pull the mains out and put in to get the puck to work

Re: Sky Puck stability

RedJen1980 — Mon, 06 Dec 2021 22:46:34 GMT

Yes - power cycling still seems to be required (though not as much) post 2nd December update

Re: Sky Puck stability

Jayboy1990 — Mon, 06 Dec 2021 22:47:47 GMT

@RedJen1980 So some progress...

Re: Sky Puck stability

MichBow — Sat, 25 Dec 2021 14:41:07 GMT

Had my Sky Glass and 2 pucks for a couple of days now overall was impressed but now I'm having issues with having to pull the power supply on one of my pucks, ridiculous shouldn't have to mess about like this

Re: Sky Puck stability

Scottishplantdad — Sun, 26 Dec 2021 14:42:41 GMT

I believe they are aware the power cycle/unplug and replug is still an issue with the pucks. One of my last remaining issues luckily...!

Re: Sky Puck stability

BTCUK — Mon, 14 Feb 2022 21:51:42 GMT

Still after months, this update hasn't been release to solve this issue. Any updates to when we may recieve this update, if ever?