topic Re: issues since installation in Sky Glass

issues since installation

Libbyloo10 — Fri, 21 Mar 2025 14:42:14 GMT

We had sky stream installed 28th Feb - we have 2 pucks. one in living room and one in bedroom - one upstaris in bedroom works fine but the one in living room freezes and become unresponsive.

Sky sent us a new puck, thinking it was a faulty one - but the new one is doing exactly the same. I was on the phone with sky for over an hour on Tuesday night while they ran several tests on the new puck, but still no solution. The puck in living room is in the same room as the router.

I was asked to try the new puck on a differnt TV to assess if there was an issue with the communication between TV and puch - so tried it up in the bedroom - and it didnt work there either.

Seems unlikely that both pucks that we were sent are faulty, but is this common? Really frustrating having to spend so much time on the phone to try and get what we thought would

be an easy swap over from Virgin.

Re: issues since installation

MarkGoldsmith — Fri, 21 Mar 2025 14:46:06 GMT

@Libbyloo10 does the one in your bedroom work fine if you use it in the living room? If so that it does sound like the replacement puck may also be faulty ( i'm farily sure i'm seen the odd post on the forum where a replacement puck has also had an issue and customers have needed another replacement).

Re: issues since installation

Fothergill1 — Fri, 21 Mar 2025 15:15:55 GMT

@Libbyloo10 It's possible that your wi-fi speed is not as good or stable in the livingroom. The speed can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These minimum speeds assume there is nothing else using up your bandwidth. Maybe run the test on both of your pucks to see if there is any noticeable difference. Also try swapping the pucks over to see if you have the same issue.