topic Re: Sky pucks in Sky Stream

Sky pucks

Mrs+heron — Sun, 31 Dec 2023 11:18:13 GMT

Why doesn't my sky puck work

Re: Sky pucks

MarkGoldsmith — Sun, 31 Dec 2023 11:23:23 GMT

You might have to give us more information if you want advice.

what exactly is the issue?

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 15:30:47 GMT

The sky glass pucks are not working properly

The one in the kitchen and upstairs in the main bedroom has a message saying the waiting for programme to be loaded and the third one it's working at all

Re: Sky pucks

MarkGoldsmith — Sun, 31 Dec 2023 15:33:54 GMT

Open Netflix on the pucks, go to Get Help and Check Your Network and note the download speed it lists.

let us know what they are but you need 30 Mbps per puck you are running (that's if you are using them all at the same time).

Re: Sky pucks

Exiled-in-HH — Sun, 31 Dec 2023 15:36:19 GMT

Are you trying to use all the pucks at the same time?

What is your router internet sync speed?

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 16:07:38 GMT

No to your question and my broadband connection is fine I'm on ultra fibre with sky

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 16:09:09 GMT

What has Netflix got to do with it

Re: Sky pucks

Jones_The_Cat — Sun, 31 Dec 2023 16:28:40 GMT

@Mrs+heron wrote:
No to your question and my broadband connection is fine I'm on ultra fibre with sky

The name of the broadband product is meaningless. Ultra Fibre could mean anything.

What's important is the actual speed the Stream puck is receiving. The only way you can find out what speed is being received is to open the Netflix app on each puck, navigate to the Get Help menu and run a network check. This will tell you the exact broadband speed that is reaching the puck. It needs to be around 30Mbps on each puck to maintain any sort of stability.

Re: Sky pucks

Exiled-in-HH — Sun, 31 Dec 2023 17:23:51 GMT

Not only the the speed the Puck can get BUT also the router sync speed to the internet ... when you are trying to use multiple simultaneous devices🤔

Re: Sky pucks

Exiled-in-HH — Sun, 31 Dec 2023 17:29:40 GMT

Using the Netflix .... get help ... Network check.... can tell you the connection speed between a Puck and the router for each Puck😉

You can run on each Puck in turn and all the Pucks simultaneously🤔

Re: Sky pucks

Jporch316 — Sun, 31 Dec 2023 17:34:28 GMT

@Mrs+heron

What the users are saying is that it's possible the WiFi connection to your pucks is not stable / fast enough as they may be too far away from your internet router

the only way to really find out is to run the speed test in Netflix or move the puck closer to the router and see if it starts working better

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 18:13:31 GMT

Just checks the connection on Netflix on the puck and it was 35.68 mbs

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 18:17:57 GMT

I've check it and the speed is 35.68mbs

Re: Sky pucks

Jporch316 — Sun, 31 Dec 2023 18:23:47 GMT

@Mrs+heron

Have you tried unplugging from the mains for 10 mins ?

if that doesn't work I can escalate your post to the online support team although there maybe a delay on n them messaging you due to the festive period

Re: Sky pucks

Exiled-in-HH — Sun, 31 Dec 2023 18:26:19 GMT

What was the speed on each of the 3 pucks?

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 19:24:51 GMT

Yes I have done all that mate

Re: Sky pucks

Mrs+heron — Sun, 31 Dec 2023 19:26:44 GMT

35.68mbs on two the other one will not switch on with the remote control and I've changed the batteries it the control

Re: Sky pucks

MarkGoldsmith — Sun, 31 Dec 2023 19:35:55 GMT

Have you tried rebooting the pucks by unplugging them for a couple of minutes?

Im guessing they are all connected via WiFi as well, you could test with one of them to see if it improves by disabling the WiFi in the puck settings and connecting it to the router via an Ethernet cable or a power line adapter. Its possible the issue is the strength and stability of the WiFi connection.

Re: Sky pucks

MarkGoldsmith — Sun, 31 Dec 2023 19:37:20 GMT

Also with that speed the pucks are getting, you will really only be able to use one puck at a time, as you need 25-30 Mbps per puck that is in use. Obviously if you are using the pucks and doing something else on the internet at the same time that will also affect the performance of the puck with it getting a 38Mbps connection

Re: Sky pucks

Exiled-in-HH — Sun, 31 Dec 2023 20:49:06 GMT

That's unusual to always get a speed of 35.68 Mbps!