topic Re: Sky Stream takes 20+ secs to change channel in Sky Stream

Sky Stream takes 20+ secs to change channel

IainBallesty — Thu, 01 Aug 2024 11:42:32 GMT

Greetings all.

I have had Sky Stream for about 6 weeks. Since the start of the Olympics (6 days ago), I've had an issue where it takes 20 seconds for the channel to change every time I try to change channel. This happens on all channels and it doesn't matter which channel I try to change to. Obviously this is very frustrating. My sky broadcast connectivity is variable, but hovers around the 400 megabits per second mark.

Despite three days of hours long call with support and a replacement modem, the issue is now nearer to being fixed.. Has anybody seen this issue??

I do get a " Please wait for your program to load." message, but mostly a blank screen between channel changes.

Yours, in hope.

Iain

Re: Sky Stream takes 20+ secs to change channel

Nigelb1972 — Thu, 01 Aug 2024 12:44:51 GMT

Check out what speeds the puck is recieving by running a speed test via the Netflix app. It could be that got a bad or slow WiFi connection to the puck

Re: Sky Stream takes 20+ secs to change channel

Steve93 — Thu, 01 Aug 2024 13:15:03 GMT

Mine loads slightly quicker than yours, speed via Ethernet to my VM hub is 89mbps, when watching apps & Discovery+ for the Olympics it takes at least 15 secs to load, once your in it's fine, but I use Apple TV to watch Discovery+ & the Olympics as it's lightening fast, instant viewing

Re: Sky Stream takes 20+ secs to change channel

MarkGoldsmith — Thu, 01 Aug 2024 13:16:52 GMT

@Steve93 wrote:
Mine loads slightly quicker than yours, speed via Ethernet to my VM hub is 89mbps, when watching apps & Discovery+ for the Olympics it takes at least 15 secs to load, once your in it's fine, but I use Apple TV to watch Discovery+ & the Olympics as it's lightening fast, instant viewing

Thats expected, apps will load slower on the sky streaming platform as they are being access from Sky's servers and aren't installed locally onto the pucks, unlike if you were using a streaming device like a smart TV or Apple TV where the apps are installed locally on the device.

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Thu, 01 Aug 2024 15:05:13 GMT

Thanks for the very interesting suggestion. I was unaware that you could do this through the Netflix app on the puck.

My network speeds are 400 Mbps. and higher on the puck, so I don't think that's the issue.

Sky have agreed to send me out a new puck in the interim.

Thanks again.

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Thu, 01 Aug 2024 15:07:33 GMT

Thanks for the response.

The issue that I have is with the speed of changing channels.. Not an issue with the speed of the apps. It takes about 30 seconds to change from, for example, BBC1 to BBC2.

🤷🏻‍♂️

Re: Sky Stream takes 20+ secs to change channel

Nigelb1972 — Thu, 01 Aug 2024 15:17:40 GMT

I'm on 500mbps and I have no delays or hesitation when changing channels, it pretty much works at the same kind of speeds as channel surfing on Sky Q so it could be a dicky box.

Out of interest, who is your ISP as some people have reported issues with a couple of ISP's?

Re: Sky Stream takes 20+ secs to change channel

MarkGoldsmith — Thu, 01 Aug 2024 15:27:41 GMT

@IainBallesty wrote:
Thanks for the response.
The issue that I have is with the speed of changing channels.. Not an issue with the speed of the apps. It takes about 30 seconds to change from, for example, BBC1 to BBC2.

🤷🏻‍♂️

@IainBallesty what software (build) version do you have on your stream puck. You can find this by going to Settings -> System Management -> System Info?

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Thu, 01 Aug 2024 16:35:20 GMT

Entertainment OS 1.3

Build version. qs028.516.00p

I did an update on Monday, guided by Sky's support.

Iain

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Thu, 01 Aug 2024 16:38:04 GMT

ISP is SKY over a Virgin Fibre connection, 1GB contracted, averaging at 0.5+GB.

Sky have agreed to replace the puck and investigate the broadband variablity.

🤞🏻

Re: Sky Stream takes 20+ secs to change channel

GD1 — Thu, 01 Aug 2024 16:40:21 GMT

@IainBallesty wrote:

Hi

ISP is SKY over a Virgin Fibre connection, 1GB contracted, averaging at 0.5+GB.

Sky have agreed to replace the puck and investigate the broadband variablity.

🤞🏻

Sky have never used the VM network, are you sure it's not Openreach?

There are certainly no known trils with VM either.

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Thu, 01 Aug 2024 16:43:49 GMT

thanks, yes I'm sure. Around here Sky used to use the SIRO fibre, but recently are using Virgin Fibre. I was surprised as I moved from Virgin to Sky (for cost saving but big mistake), and the SKY installer (of the fibre connection) was from Virgin.

🤞🏻

Re: Sky Stream takes 20+ secs to change channel

GD1 — Thu, 01 Aug 2024 16:45:05 GMT

@IainBallesty I presume you're in Ireland as SIRO isn't a UK service provider, hence the confusion.

Re: Sky Stream takes 20+ secs to change channel

PaulD24 — Sun, 08 Sep 2024 08:49:41 GMT

I've been told that the Sky Fibre Broadband was installed by VM ireland in my apartment, as they own the line. My puck was working fine using my previous broadband supplier - VM (2-3 seconds to change channels); now with SKY BB it is taking 26 seconds. An agent told me to contact them if it takes more than a minute to change, which is ridiculous! I phoned three days in a row and we go through the same resets but no joy. In terms of channel change speed, I also tried Ethernet, with WIFI turned off. It's frustating spending hours on the phone explaining the same thing over and over. The WiFI is excellent but I think router thinks the signal is coming from the UK, as I cannot watch Irish TV on catch-up (e.g. RTE Player) and I live in Dublin. I did a Netflix speed test through the puck and is over 350 MB.

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Sun, 08 Sep 2024 15:49:48 GMT

When you ring insist that it is a known issue. Ask to talk to Lynn or Dylan. Or just insist that it is a known issue. After talking to Dylan, who knew of the issue it was fixed for me on the back end on the 26/8/24.

See more details in my post above.

Entertainment OS

Build version

Hardware model

1.3

QS028.516.00P

1P061-ef

Hope this helps.

Iain.

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Sun, 08 Sep 2024 16:00:40 GMT

***ISSUE FIXED***

On 26/8 after talking to Dylan , a knowledgeable support engineer, the issue was fixed in the back end. Ie. I turned on the TV to the channels changing with the normal 1-2 sec lag.

Entertainment OS

Build version

Hardware model

1.3

QS028.516.00P

1P061-ef

More details here: over a month of issue tracking and investigation, in order we (on my insistance and/or Sky's suggestion)

1. Replaced the router

2. Replaced the puck.

3, replaced the box where the fiber comes into the house.

4. Replaced all ethernet cables.

5. Moved the puck to where there was no possibility of interference.

The killer was I went away for a weekend, took, the puck with me and connected to another network in the hotel I was overnighting in. The issue went away. That pointed to an issue with my house. It was not. It is a known issue, they suspect with Virgin Media and the puck. They solved it in the back end. Dylan, the support engineer, confirmed that multiple users have the problem.

Iain.

Re: Sky Stream takes 20+ secs to change channel

PaulD24 — Thu, 19 Sep 2024 19:14:22 GMT

Update. I emailed a formal complaint to Sky and the channel lag is down to about 3 seconds. They have yet to respond to my complaint but it seems to me that this issue is known and if you go through the normal helpline, you will not likely get someone who can sort it.

Re: Sky Stream takes 20+ secs to change channel

AamirArrar — Mon, 23 Sep 2024 19:16:28 GMT

@PaulD24 Hi Paul. Would you let me know which email address did you sent the email to? Mine is also 5 secs lag at the moment which I do not think is normal.

Re: Sky Stream takes 20+ secs to change channel

IainBallesty — Mon, 23 Sep 2024 19:43:00 GMT

https://t.co/JBeDNPMFin

The above link to an Irish times article makes reference to the lag

"Another knock-on is that it takes 10-15 seconds to change channel on the TV,” he said.

Iain.

Re: Sky Stream takes 20+ secs to change channel

PaulD24 — Wed, 25 Sep 2024 19:34:47 GMT

@AamirArrar

You will have to contact them initially through the online form - no direct email addrees from Ireland anyway - just make sure you have the correct country selected in the bottom right corner. They will then respond to this by email and you can reply to this thread as you will have a ref number.