topic Re: No sound from sky puck in Sky Stream

No sound from sky puck

John19633 — Fri, 04 Oct 2024 08:18:36 GMT

Sound seams to break up then stops for about half an hour, then comes on again.

Re: No sound from sky puck

GD1 — Fri, 04 Oct 2024 08:40:29 GMT

@John19633 If you've not already tried this unplug the box from the power for 30 seconds and plug back in.

You can also go to the settings menu to change the audio setting from it's current to pass through, then back to the original settings, this should restore the sound.

Re: No sound from sky puck

John19633 — Fri, 04 Oct 2024 08:47:33 GMT

Done all that, even been on the sky guru telling me to do things I've already done. I would like a phone number for an engineer to come out. I think it's something to do with the phone connection outside.

Re: No sound from sky puck

GD1 — Fri, 04 Oct 2024 08:50:33 GMT

@John19633 Sky stream/Glass does not have engineers to come out, you'll need to call Sky for a replacement puck if it can't be fixed.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: No sound from sky puck

John19633 — Fri, 04 Oct 2024 09:04:09 GMT

Had one delivered a couple of days ago, still same problem, can't be my tv,because the sound works.

Re: No sound from sky puck

Mister_Dalek — Fri, 04 Oct 2024 09:29:51 GMT

@John19633 wrote:
Had a sky puck delivered a couple of days ago and still the same problem, can't be my tv because the sound comes back on

What's the make and model of your TV? Are you connecting the puck directly to it using the supplied HDMI cable, or is it routed via a soundbar or AVR?

What broadband speed is the puck receiving? To find out, open the Netflix app, navigate to the get help menu and run a network check.

Re: No sound from sky puck

John19633 — Fri, 04 Oct 2024 09:44:06 GMT

It's a Bush tv( about 4 years old) it's connected to the hmci socket from the sky puck and the connection speed from Netflix is 32.10mbps

Re: No sound from sky puck

John19633 — Fri, 04 Oct 2024 09:51:59 GMT

It seems to break up in the morning ( up to about 8 o'clock ) then it's fine then it starts to break up again at about 8 o'clock at night.

Re: No sound from sky puck

GD1 — Fri, 04 Oct 2024 09:59:11 GMT

@John19633 wrote:

It's a Bush tv( about 4 years old) it's connected to the hmci socket from the sky puck and the connection speed from Netflix is 32.10mbps

32 mbps is borderline for HD on stream puck as the recommended minimum broadband speed of 25Mbps for HD and 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

What is your full broadband speed supposed to be?

Re: No sound from sky puck

Mister_Dalek — Fri, 04 Oct 2024 09:59:28 GMT

@John19633 wrote:
It's a Bush tv( about 4 years old) it's connected to the hmci socket from the sky puck and the connection speed from Netflix is 32.10mbps

Your broadband speed is on the edge of being useable for Sky Stream. At peak times of day the speed may be fluctuating too much to sustain a stable connection to your puck.

Sky Stream relies entirely on a fast and, more importantly, stable connection to function with any sort of reliability.

What speed of broadband are you paying for and are you supposed to receive? If you are connecting via WiFi can you try using ethernet instead to see if it improves?

Re: No sound from sky puck

John19633 — Fri, 04 Oct 2024 10:11:38 GMT

Sorry, how do I get ethernet, not very tech savey (61).

Re: No sound from sky puck

Mister_Dalek — Fri, 04 Oct 2024 11:27:32 GMT

@John19633 wrote:
Sorry, how do I get ethernet, not very tech savey (61).

Ethernet is essentially a cable that connects to your broadband router at one end and the Sky Stream puck at the other. It sends your broadband connection direct to the puck through the cable rather than via WiFi, therefore giving faster and more stable speed.

You can get ethernet cables very cheaply for just a few pounds, depending on length. You may even have one lying around as they often come with broadband routers.