topic Re: New Puck, New Problems in Sky Stream

New Puck, New Problems

Johndm1957 — Thu, 10 Oct 2024 10:04:09 GMT

After having issues fir some time, just installed a new Puck.

After only 24 hours, we have Ch4 and Ch5 apps failing to load, then massive picture quality loss while watching.

Back on to sky channels, now getting intermittent picture freeze for a second or so.

Its now becoming rather tiresome with content rebooting or power cycling to get it to work properly.

I'm still in contact at present, but seriously considering giving up on Sky altogether after over 30 years.

Re: New Puck, New Problems

GD1 — Thu, 10 Oct 2024 10:11:49 GMT

@Johndm1957 How is your puck connecting to your router?

Open the netflic app, go to Get Help, run the connection test, what speed is the puck getting?

Re: New Puck, New Problems

Mister_Dalek — Thu, 10 Oct 2024 11:49:41 GMT

@Johndm1957

Definitely follow the advice of @GD1 and check your network speed.

Sky Stream pucks rely entirely on receiving a fast and stable broadband connection in order to function with any sort of stability.

Re: New Puck, New Problems

Johndm1957 — Thu, 10 Oct 2024 14:55:21 GMT

Ethernet connection with a stable 945 meg connection to my Apple TV next to the Puck

All my AV equipment is connected via Ethernet with high quality Ethernet and HDMI cables

Re: New Puck, New Problems

Mister_Dalek — Thu, 10 Oct 2024 16:19:38 GMT

@Johndm1957 wrote:
Ethernet connection with a stable 945 meg connection to my Apple TV next to the Puck

All my AV equipment is connected via Ethernet with high quality Ethernet and HDMI cables

Don't know what else to suggest then I'm afraid.

I gave up with my puck and reverted to watching everything via our Apple TV 4K box with a cheap NOW subscription for Sky content. Haven't had any issues with that and don't miss the puck at all.

Re: New Puck, New Problems

Johndm1957 — Thu, 10 Oct 2024 16:38:19 GMT

That's the exact direction I'm heading at the moment, need to check penalties for ending contract early

Re: New Puck, New Problems

Mister_Dalek — Thu, 10 Oct 2024 16:51:26 GMT

@Johndm1957 wrote:
That's the exact direction I'm heading at the moment, need to check penalties for ending contract early

Based on what others on this forum have experienced, Sky can let you exit a long term Stream contract penalty free if the advertised service isn't being received in a satisfactory manner.

Re: New Puck, New Problems

Exiled-in-HH — Thu, 10 Oct 2024 17:59:07 GMT

@Johndm1957 Who is your ISP?

Re: New Puck, New Problems

Johndm1957 — Thu, 10 Oct 2024 18:19:13 GMT

Virgin internet, but I use Cloudfire and Google DNS servers

Re: New Puck, New Problems

Johndm1957 — Thu, 10 Oct 2024 19:17:20 GMT

So after watching a C5 program in variable picture quality throughout, decided to get back to House of Dragons, but picture kept freezing for a second or so before we got past the titles.

Called Sky CS, puck number 3 incoming.........I'm not convinced puck number 2 was new.

it looked like a return to me, it was not 100% clean as a brand new one would be

Re: New Puck, New Problems

fabmartel — Fri, 11 Oct 2024 00:43:38 GMT

I would use only one DNS supplier to see if that's the issue; I tried an Ethernet connection as well but had the same issues but they went when I reverted to WiFi. Just a suggestion

Re: New Puck, New Problems

Johndm1957 — Fri, 11 Oct 2024 08:51:16 GMT

I will try puck number 3 on Wi-Fi instead of Ethernet. I have my own high end router with my Virgin suppled router in modem only mode. Puck and router are in the same room so I should get a perfect signal.

is the puck capable of connecting to 5ghz as I've split my Wi-Fi bands with two separate SSID's?

New Puck Condition

Johndm1957 — Fri, 11 Oct 2024 10:40:43 GMT

Quick question,

does anyone recall if the stream puck has a plastic cover to peel off when brand new?

I think I've got a customer return as it was a little dusty and looked used?

Re: New Puck Condition

GD1 — Fri, 11 Oct 2024 10:53:16 GMT

@Johndm1957 wrote:

Quick question,

does anyone recall if the stream puck has a plastic cover to peel off when brand new?

I think I've got a customer return as it was a little dusty and looked used?

It is likely you have a refurbished puck as these are loaned to customers.

Re: New Puck Condition

TimmyBGood — Fri, 11 Oct 2024 12:04:44 GMT

@Johndm1957 wrote:

does anyone recall if the stream puck has a plastic cover to peel off when brand new?

That would contradict the ambition of Sky to eliminate disposable plastic from its supply chain.

https://www.skygroup.sky/article/sky-to-remove-all-single-use-plastic-from-its-business

I'd observe there are numerous unboxing videos on YouTube if you really want to research the issue.

Re: New Puck Condition

Johndm1957 — Fri, 11 Oct 2024 12:57:29 GMT

So I guess greasy fingerprints on the puck without a peel off plastic protector means is second hand, but works ok so far which is a bonus

Re: New Puck, New Problems

Johndm1957 — Fri, 11 Oct 2024 13:02:34 GMT

So puck 3 installed on Wi-Fi, got a 350 meg connection speed, where Ethernet was only 80 meg.

i had assumed the puck had a proper 1000 Ethernet port not an old 100 one?

connected fine to my 5ghz network

Re: New Puck, New Problems

Mister_Dalek — Fri, 11 Oct 2024 13:08:31 GMT

@Johndm1957 wrote:
So puck 3 installed on Wi-Fi, got a 350 meg connection speed, where Ethernet was only 80 meg.
i had assumed the puck had a proper 1000 Ethernet port not an old 100 one?
connected fine to my 5ghz network

The pucks have always had the 100Mbps limit on the ethernet port.

It's more than enough speed needed for any stream really, but the connection to Sky's servers needs to be consistent.

Re: New Puck Condition

Mister_Dalek — Fri, 11 Oct 2024 13:10:12 GMT

@Johndm1957 wrote:
So I guess greasy fingerprints on the puck without a peel off plastic protector means is second hand, but works ok so far which is a bonus

Correct. As long as it functions, that's all that really matters. You don't own it anyway as all pucks are loaned for the duration of your subscription.

Re: New Puck Condition

Johndm1957 — Fri, 11 Oct 2024 14:31:39 GMT

Not true, I own a puck as early adopters had to buy one at 39.99