topic Re: Low puck speed. in Sky Stream

Low puck speed.

Muppet77 — Thu, 05 Sep 2024 21:27:15 GMT

joined sky 3 weeks ago.

My hub router is working fine - 700+ mbps but my Stream puck is the other side of the house and gets 10-20 mbps. I'm on the fastest broadband package.

- I've tried a powerline. No better. Yes I switched the puck WiFi off.
- they sent a booster. No better.
- engineer booked for a day / time when I'm at work as there aren't ANY other times until October.
- I can't see the bookings calendar on the app or the website - it says to ring up.
- calling customer services, resolution team, retention team, WiFi team has had zero effect. Round and round and round.
- retention team didn't seem bothered I asked about leaving.

Genuinely at my wits end.
Back to VM?

Please advise!

Re: Low puck speed.

mikealanr — Fri, 06 Sep 2024 09:05:35 GMT

Hi @Muppet77

When you plugged the puck in via poweine adapter did you turn WiFi off in the network settings and reboot the puck? Pucks will still try and connect via WiFi if it is switched on even with an ethernet cable plugged in.

Or reset the network connection completely and then plug your puck in via ethernet. https://www.sky.com/help/articles/sky-glass-no-wifi-connection-osm

Can you plug a laptop in and run a speed check on the homeplugs where the puck is, this will tell you if there is a wiring issue that would be affecting speed

MikeAlanR

Re: Low puck speed.

Muppet77 — Sat, 07 Sep 2024 06:43:55 GMT

Thanks Mike.
yes I did do a reboot when I turned off the WiFi settings on the puck.

I rang again last night and an agent talked me through a hard reset which I did with no successful outcome.

she did however manage to get me booked in with an engineer in 3 weeks on 1st October who will try more pods and look at my puck.

Re: Low puck speed.

Exiled-in-HH — Sat, 07 Sep 2024 07:17:06 GMT

@Muppet77 are you able to run the speed test using a laptop?

Re: Low puck speed.

Muppet77 — Sat, 07 Sep 2024 07:18:32 GMT

Will do and I will feedback.