topic Re: Can someone please help me 🙈 in Sky Stream

Can someone please help me 🙈

Carlygreig — Sat, 15 Jun 2024 18:05:50 GMT

Just joined sky stream. Today I have had to restart both my puck and hub over 10 times. The programme itv live for example gets stuck i then can't even turn off or over without having to turn off all plugs and reboot. I am now watching a black screen and then technical fault pops up. I have done the testing everything said good. My wifi is working on my pad and phone so unsure what's happening. I can't be having this to do everyday it's a nightmare

Re: Can someone please help me 🙈

GD1 — Sat, 15 Jun 2024 18:31:33 GMT

@Carlygreig How is your puck connecting to the router?

Repeated router reboots will infact cause a line speed decrease.

What speeds do you get over broadband? Open the netflix app and gpo top the help section, run the speed test, this will show the speed the puck is getting.

If possible it's best to use ethernet.

You need a minimum speed of 25mbps for HD & 35mbps for UHD.

Re: Can someone please help me 🙈

Super+Anthony — Sat, 15 Jun 2024 18:48:04 GMT

It's not actually always best to use Ethernet. When I first joined I had problems with freezing and restarts with Ethernet. Since I have gone WiFi, I have had no issues at this stage

Also when doing the Netflix speed, on WiFi it's over 450mbps whereas on Ethernet it's 80/90. I do know the puck can only do 100mbps though

Re: Can someone please help me 🙈

MarkGoldsmith — Sat, 15 Jun 2024 20:50:10 GMT

@Super+Anthony wrote:
It's not actually always best to use Ethernet. When I first joined I had problems with freezing and restarts with Ethernet. Since I have gone WiFi, I have had no issues at this stage

Also when doing the Netflix speed, on WiFi it's over 450mbps whereas on Ethernet it's 80/90. I do know the puck can only do 100mbps though

Based on the information provided, it would certainly point to ethernet being the best option and the Wifi strength and stability not being good enough for the Sky Stream puck in this scenario.

Re: Can someone please help me 🙈

Exiled-in-HH — Sat, 15 Jun 2024 21:30:25 GMT

@Super+Anthony how long was the Ethernet cable ... did you try a different Ethernet cable ... does Ethernet connection work for other devices???

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 09:01:48 GMT

@Exiled-in-HH Tried about 4 - 1.5m and 2m ones. My TV is next to teh router and the puck on either side. Its also not my broadband provider as I have a top one and works all fine with my laptop and phone. So I tried Wifi and that worked fine. Yes the Ethernet cable works for other items of mine. Clearly an issue with the puck when using the Ethernet.

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 09:06:03 GMT

@MarkGoldsmithWhy would it be best to use Ethernet when its only 90, compared to WiFi which is 450. And also when it doesnt function properly when using the Ethernet.

Wifi is the way to go for me until Sky fix the issues with the Puck. Also I have noticed that when I use apps, its so much quicker then when I was using the Ethernet

Re: Can someone please help me 🙈

Exiled-in-HH — Sun, 16 Jun 2024 09:33:22 GMT

@Super+Anthony wrote:
@Exiled-in-HH Tried about 4 - 1.5m and 2m ones. My TV is next to teh router and the puck on either side. Its also not my broadband provider as I have a top one and works all fine with my laptop and phone. So I tried Wifi and that worked fine. Yes the Ethernet cable works for other items of mine. Clearly an issue with the puck when using the Ethernet.

Does that apply to all ports on the router?

Sky Pucks don't use anything like 90 Mbps, so there is no advantage in using a faster connection🤔

What is important is there is less total demand from all connected devices than the Router sync speed to the internet😉

Re: Can someone please help me 🙈

MarkGoldsmith — Sun, 16 Jun 2024 09:34:50 GMT

@Super+Anthony wrote:
@MarkGoldsmithWhy would it be best to use Ethernet when its only 90, compared to WiFi which is 450. And also when it doesnt function properly when using the Ethernet.

Wifi is the way to go for me until Sky fix the issues with the Puck. Also I have noticed that when I use apps, its so much quicker then when I was using the Ethernet

I didn't say its always best to use ethernet.

In this particular scenario, with the symptoms the OP is explaining it sounds like the strength and stability of the WIFI is likely the issue, which using an ethernet cable would prevent as that is a more stable network connection. A lot of people use the cheap, basic routers provided by ISPs which typically won't provide the most stable and strong WIFI connection within a lot or properties, so any WIFI interference will cause additional weakness and instability. Some customers find a better performance over Wifi, some over Ethernet, but its something that customers need to try when they have these types of issues. For example users with their own mesh network certainly shouldn't need to use ethenet. The key point is that everyone's home network is completely different so there isn't a one size fits all soltuion.

Whether the speed being obtained by the stream puck is much greater over Wifi than ethernet ( which it may be as the ethernet port is capped at 100 MBPS). Its typically irrelevant for the performance as the sky stream puck will use absolutely no where near the 100 Mbps the ethernet port is capable of, so it being able to get say 3 times that on the Wifi won't improve the performance over the ethernet cable.

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 09:52:28 GMT

Apologies if I have got this wrong and am misunderstanding something. The issues are all being caused when I have the Ethernet cable plugged in. Stream freezes / get black screens / does restars.

When its out and am using Wifi, there seems to be no issues.

Why then would I want to use a system which is not functioning correctly? I will wait for Sky to fix the issue as the issue lies with them and the puck, and nothing to do with my set up. Everything, as I have mentioned earlier works using my Wifi and am getting speeds around 500Mbps. My broadband provider has also done tests with Wifi and Ethernet and all the tests have passed. Obviously issue lies with Sky to deal with, so will wait paitently for that.

I am still very happy with Stream though

Re: Can someone please help me 🙈

Exiled-in-HH — Sun, 16 Jun 2024 10:01:26 GMT

It is usual for Ethernet to be superior to WiFI especial when the router and device are not in close proximity😉

For connection between router and device to be inferior using an Ethernet cable is extremely unusual😉

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 10:25:08 GMT

@Exiled-in-HH In this instance it's the other way round. I am getting far superior using WiFi and not Ethernet. Until it's fixed by Sky, I will continue to use WiFi

Re: Can someone please help me 🙈

Exiled-in-HH — Sun, 16 Jun 2024 11:37:36 GMT

@Super+Anthony Have you reported this unusual situation to Sky for them to fix?

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 11:43:37 GMT

Yes I have but not much luck on the Ethernet as they think it's the broadband, but this is not the case as the provider has tested everything. They have been very helpful though.

i just felt as it was working fine or it seems to be on WiFi, I thought I would leave it at this stage

Re: Can someone please help me 🙈

Exiled-in-HH — Sun, 16 Jun 2024 12:34:35 GMT

@Super+Anthony Did Sky offer to replace the Puck in case it is defective and allow Sky to investigate your Puck?

Who is the ISP and what router do you use?

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 12:07:33 GMT

They have replaced the puck but I was getting the same thing, until I moved to WiFi and not using the Ethernet. I will just be patient till a fix. At least it's working fine on WiFi. I am on 500mb and I get the speed on my laptop and phones and as mentioned getting near to it on the Netflix test.

Re: Can someone please help me 🙈

Exiled-in-HH — Sun, 16 Jun 2024 12:32:43 GMT

@Super+Anthony Does the laptop have any issues when connected by Ethernet?

Most laptops are capable of Gigabit connection unlike Sky Pucks over eheternet😉

Re: Can someone please help me 🙈

Super+Anthony — Sun, 16 Jun 2024 13:38:03 GMT

No it doesn't, so again this proves the issue is the puck on the Ethernet.

I don't want to really make a fuss as it's working fine on WiFi, but I do want to use the Ethernet, rather than WiFi in the long term

As I also said stream is fantastic and the Sky team been very helpful

Re: Can someone please help me 🙈

MarkGoldsmith — Sun, 16 Jun 2024 18:55:53 GMT

@Super+Anthony wrote:
No it doesn't, so again this proves the issue is the puck on the Ethernet.
I don't want to really make a fuss as it's working fine on WiFi, but I do want to use the Ethernet, rather than WiFi in the long term
As I also said stream is fantastic and the Sky team been very helpful

Its quite possible there is something from the configuration of the router perhaps that the puck doesn't like when connected via ethernet. That would certainly make sense in your situation based on the evidence and testing you have done.

Re: Can someone please help me 🙈

Exiled-in-HH — Sun, 16 Jun 2024 19:58:56 GMT

@Super+Anthony wrote:
No it doesn't, so again this proves the issue is the puck on the Ethernet.
I don't want to really make a fuss as it's working fine on WiFi, but I do want to use the Ethernet, rather than WiFi in the long term
As I also said stream is fantastic and the Sky team been very helpful

It might be an idea not to recommend WiFi based on your unusual issue.

I should be recognised that in general ethernet connection is more likely to resolve connection issues .... especially when those connection issues associated with WiFi😉