topic Re: Sky broadband keeps going offline via sky stream in Sky Stream

Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 11:14:33 GMT

Tv channels keep going off and saying technical fault then broadband connection is offline it keeps flashing up with no broadband connection blue sign shows you have problems with broadband connection

Re: Sky broadband keeps going offline via sky stream

TimmyBGood — Thu, 22 Aug 2024 11:48:34 GMT

@Jonathanphillip

Do other devices disconnect at the same time?

If not, then it's a Stream issue rather than Broadband.

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 11:51:42 GMT

Re: Sky broadband keeps going offline via sky stream

GD1 — Thu, 22 Aug 2024 11:59:40 GMT

@Jonathanphillip Based on your replies the issue is with wifi not getting to your puck, or dropping due to distance.

Is you hub in a relatively high location and not behind any TV or cabinets?

How far away from the hub is the puck?

Are you able to use ethernet instead?

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 11:59:30 GMT

Sounds right gdi no it's in the right place where the phone point is coming in to your home and its not near any tv cabinets or baby monitors yes it's connected to ethernet WiFi is switched to off mode in settings yes it's a WiFi problem 😀 many thanks

Re: Sky broadband keeps going offline via sky stream

GD1 — Thu, 22 Aug 2024 12:05:39 GMT

@Jonathanphillip As it's connected to ethernet have you run a speed test using the netflix app on the puck? When in netflix go to Get help and run a connection test, what speed is being reported?

If you have it connected by ethernet and wifi is switched off then wifi shouldn't be an issue.

I would do the following also. Go into the puck settings, turn wifi on within your network settings, restart the puck, then repeat the steps but this time turn wifi off and restart the puck.

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 12:02:13 GMT

Maybe the WiFi is not getting to the puck which @GD1 just said cheers the puck is located near to the tv

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 12:05:58 GMT

No the hub is located on the wooden box and the sky stream puck is located in the tv room its not given any problems before there is no other way we can move the hub its got to be positioned in that location

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 12:10:29 GMT

I've just done a Netflix speed test its reading 33 .32 mbps @GD1 bingo

Re: Sky broadband keeps going offline via sky stream

GD1 — Thu, 22 Aug 2024 12:11:43 GMT

@Jonathanphillip wrote:

I've just done a Netflix speed test its reading 33 .32 mbps @GD1 bingo

Thats pretty much borderline for the puck

You need at least 25mbps for HD & 35mbps for UHD.

What is your overall broadband speed to the hub?

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 12:15:36 GMT

The actual download speed to the hub Is 36.1 mbps

Re: Sky broadband keeps going offline via sky stream

GD1 — Thu, 22 Aug 2024 12:21:37 GMT

@Jonathanphillip That being the case I do think you will always have this issue with the stream puck as those speeds are borderline just for using a puck, add in other usage at the same time and the issue will always remain regardless of ethernet or wifi connection to the puck.

Unless there is a full fibre service either via Openreach network or an Altnet (such as Virgin Media, City Fibre, Community Fibre etc) you're going to always have performance issues with stream.

Can you post the results of the Openreach link here? Remove any address details:

This will show what the max speed you can expect over FTTC or if full fibre is available.

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 12:23:38 GMT

Ìt went offline last night with a blue sign saying no WiFi indication please reset the hub then it states on screen due to this issue it seems your WiFi is down so I rang sky managed to get through in time then they said you need to ring our broadband team in the morning to get this solved then it's back online after checking settings all sorted the router wasn't showing any offline issues it was all lit up

Re: Sky broadband keeps going offline via sky stream

martswain — Thu, 22 Aug 2024 12:23:53 GMT

The puck actually needs around 8 Mbps of bandwidth for HD as they originally sold it as requiring 10.

However, if there are a lot of other devices using the home's broadband then there may be issues.

I can easily stream HD TV on the puck (ethernet), 2 Sky Go devices and another internet TV service in HD on a laptop with my 32 Mbps FTTC connection.

Re: Sky broadband keeps going offline via sky stream

GD1 — Thu, 22 Aug 2024 12:26:53 GMT

@martswain wrote:

The puck actually needs around 8 Mbps of bandwidth for HD as they originally sold it as requiring 10.

Thats incorrect as Sky revised the minimum specs: As per here https://www.sky.com/help/home/sky-tv/sky-tv-stream/buying-sky-stream/sky-stream-faqs/articles/sky-stream-faqs

Sky Stream works over broadband, so there’s no need for an engineer visit or a Sky dish.

Minimum recommended broadband speeds apply and might change depending on your package.

We’ll recommend these before you place your order.

You may need faster speeds to get the best experience. Especially when watching in UHD or streaming on more devices at the same time with the Whole Home pack. For more info, see Broadband speeds explained. We also recommend a fibre broadband connection.

If you’re with another broadband provider, we recommend you check your broadband speeds with them.

Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 12:30:18 GMT

We add issues last night tv channels going off air saying you have technical issues with the channel then Broadband connection showing as offline not connected all over the place really

Re: Sky broadband keeps going offline via sky stream

martswain — Fri, 23 Aug 2024 08:28:40 GMT

@GD1 (Removed)

Stream was sold originally as requiring a minimum broadband speed of 10 Mbps and it certainly was the case when I BOUGHT my puck.

It actually uses around 8 Mbps of bandwidth in HD according to many who have tested it, me included.

The increase in recommended speed was nothing to do with a change in technology but backside covering by Sky to allow for a typical home environment.

What is does need is a stable stream which is not always the case over WiFi irrespective of the home's incoming internet connection speed.

Moderator note: Removed inappropriate remarks

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 16:13:19 GMT

I also read on screen the broadband needs refreshing on homepage so I pressed the home button via controller and it seems fine wasn't sure if it was the hub needs restarting

Re: Sky broadband keeps going offline via sky stream

Jonathanphillip — Thu, 22 Aug 2024 16:14:35 GMT

Cheers for that info 👍 👌

Re: Sky broadband keeps going offline via sky stream

Dobber1234 — Tue, 18 Feb 2025 16:09:06 GMT

This just proves my point and it's exactly what I'm worried about. The technology is not reliable or maybe the technology is reliable but the broadband structure in this country is not good enough yet. That's exactly the point. I have been trying to make sky need to rethink this whole strategy It's unfair to force people to switch from satellite TV to broadband based system when it's not reliable I am dreading the day that the satellites are switched off because I love to watch my TV and my experience is going to be exactly like this customer has stated I have written an email yesterday to the managing director of sky Ireland Mr JD Buckley expressing my fears and worries about this whole thing. Here's hoping I get a reply. I know most people on this forum think I'm fighting a losing battle and that the changes will happen whether we like it or not but it's not just me. I've been speaking to a number of my friends today who are also sky customers and they don't think that it's fair the whole strategy of switching from satellite to broadband needs to be thought about again. I'm probably going to get replies from people saying that nothing can be done about it, but I don't believe that

Derek Michael O’Brien sky customer since 2006