WiFi keeps dropping out

HGS35 — Thu, 16 Jan 2025 12:09:54 GMT

I have experienced several issues over the last week or so with WiFi signal dropping out. Paying good money for the service and it is very poor. I shouldn't have to keep rebooting tv or modem or both every time I try to watch TV. Sky..... help

Re: WiFi keeps dropping out

lettice — Thu, 16 Jan 2025 12:16:01 GMT

Can you do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

For Sky Glass and Sky Stream the recommended minimum broadband speed is 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD

Re: WiFi keeps dropping out

HGS35 — Thu, 16 Jan 2025 12:19:25 GMT

60.9Mbps

Re: WiFi keeps dropping out

lettice — Thu, 16 Jan 2025 14:17:16 GMT

Thanks for that and your Netflix speed test.

If over time is stays as reliable as that, you probably should be fine.

It is worth checking occasionally, to make sure your speed to the puck is not dropping at times.

A bit generic in places, but we normally offer the following advice we have found that helps within the community and based on Skys advice

Having good broadband is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Your Netflix speed shows you should be ok, if it stays at that kind of speed.

What may be happening, is it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffers from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages like here from page three;
https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

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