topic Re: All channels freezing - sky streaming service is a joke! in Sky Stream

All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 08:58:01 GMT

Past 2 days, every channel freezes every 39 to 45 seconds. Sky can't deliver the basics, what a waste of money!

Re: All channels freezing - sky streaming service is a joke!

lettice — Sun, 08 Dec 2024 09:32:40 GMT

First, would suggest trying a restart of your Sky Stream box
Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Also, can you do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

You will need to have the recommended minimum broadband speed of 25Mbps available to your puck. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 10:57:47 GMT

Thanks. I have reset and updates, I have 400+ mbps delivered to my puck via Ethernet cable. So it's nothing to do with delivery of network speed.

This is purely the fact that Sky cannot delivery the basic services that people sign up for. I'm currently using an alternative IPTV system via a Firestick that is working fine. But the Sky Tv I PAY for, useless.

Re: All channels freezing - sky streaming service is a joke!

Mark39 — Sun, 08 Dec 2024 11:27:06 GMT

@NeilF75 have you spoken to Sky about it? Your Puck may need replacing. Sky's streaming service isn't inherently faulty - my Puck and Glass work reliably on a 62Mbps wifi connection.

Re: All channels freezing - sky streaming service is a joke!

Skull+Treaty — Sun, 08 Dec 2024 11:50:45 GMT

@NeilF75 wrote:
Thanks. I have reset and updates, I have 400+ mbps delivered to my puck via Ethernet cable.

The Stream device has a 10/100 Ethernet port, you'd only get an absolute max of 100 mbps via an Ethernet cable. It's WiFi 6 compatible though, if your router is also you should see greater speeds than 100 mpbs via WiFi.

Re: All channels freezing - sky streaming service is a joke!

TimmyBGood — Sun, 08 Dec 2024 12:15:47 GMT

@NeilF75

As @Skull+Treaty indicates, that suggests your puck has both ethernet and WiFi active simultaneously, which we suspect isn't ideal. For an ethernet connected box it's preferable to have WiFi switched off.

Re: All channels freezing - sky streaming service is a joke!

TimmyBGood — Sun, 08 Dec 2024 12:20:37 GMT

@NeilF75 wrote:

This is purely the fact that Sky cannot delivery the basic services that people sign up for.

Stream has been on release for more than three years and is in use in many hundreds of thousands of homes: it's somewhat unlikely to be fundamentally flawed. For a start, this forum would be considerably busier.

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 13:34:51 GMT

So I just checked, and I'm connected via WiFi, with 246mbps. I was thinking it might be due to the storm, like I said using the IPTV on Firestick and using TV apps on my TV, I have no issues. But TV through Sky is freezing and pixelating .. it's unwatchable. Have I contacted Sky about this? No, I've just had the Puck replaced due to complaining that the menu system keeps resetting and the playlist system wasn't displaying progress etc. so fed up with this since moving from a stable BT system.

Re: All channels freezing - sky streaming service is a joke!

TimmyBGood — Sun, 08 Dec 2024 14:16:06 GMT

@NeilF75 wrote:

So I just checked, and I'm connected via WiFi, with 246mbps.

You mentioned ethernet in your second post: have you tried using just that?

Which ISP is providing the broadband?

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 15:00:23 GMT

Tried wired, tried WiFi. It's the same result. ISP is Open Reach to Sky. But why if I use other internet tv system is is fine. It's not the internet. It sky.

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 15:01:11 GMT

Dunno why I bothered posting on here. All the responses are the same, blame WiFi and tell you reset.

Re: All channels freezing - sky streaming service is a joke!

MarkGoldsmith — Sun, 08 Dec 2024 15:41:42 GMT

@NeilF75 wrote:
Tried wired, tried WiFi. It's the same result. ISP is Open Reach to Sky. But why if I use other internet tv system is is fine. It's not the internet. It sky.

Yes but did you disable the Wifi on the puck in the settings and reboot it after plugging the ethernet cable in. If you didn't then it will likely still be using the Wifi.

Re: All channels freezing - sky streaming service is a joke!

MarkGoldsmith — Sun, 08 Dec 2024 15:44:03 GMT

@NeilF75 wrote:
Dunno why I bothered posting on here. All the responses are the same, blame WiFi and tell you reset.

Because in the majority of cases its local issues like the Wifi singal strenth and stability that causes these issues. Obviosuly on a small number of occassions it may be faulty hardware but getting a replacement puck is the way to prove that ( unless you end up in the unlikely situation that the replacement puck is also faulty).

Re: All channels freezing - sky streaming service is a joke!

TimmyBGood — Sun, 08 Dec 2024 15:45:08 GMT

@NeilF75 wrote:

It's not the internet. It sky.

Which doesn't explain why hundreds of thousands work successfully, including two here on BT Broadband, one ethernet and one wirelessly.

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 15:49:05 GMT

Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi but programs play fine on a firstick on a £10 a month IPTV system. 🤷🏻‍♂️

Re: All channels freezing - sky streaming service is a joke!

Mark39 — Sun, 08 Dec 2024 15:55:54 GMT

@NeilF75 wrote:

Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi but programs play fine on a firstick on a £10 a month IPTV system. 🤷🏻‍♂️

If it's "unwatchable", I'd suggest cancelling if you can, or raise another fault with Sky.

Re: All channels freezing - sky streaming service is a joke!

Dazzasky — Sun, 08 Dec 2024 15:56:48 GMT

@NeilF75 wrote:
Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi but programs play fine on a firstick on a £10 a month IPTV system. 🤷🏻‍♂️

@NeilF75 On your stream puck go onto Netflix and run a speed test to see what speed the puck is receiving

Re: All channels freezing - sky streaming service is a joke!

TimmyBGood — Sun, 08 Dec 2024 17:27:15 GMT

@NeilF75 wrote:

Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi

I'm not saying that at all: I'm suggesting it's illogical to condemn an entire system based on personal experience when it clearly works for others (or else the wider media would be interested by now), and this approach doesn't particularly help with troubleshooting because it tends to lead down inappropriate paths.

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 18:16:32 GMT

246mbps on WiFi.

Re: All channels freezing - sky streaming service is a joke!

NeilF75 — Sun, 08 Dec 2024 18:18:06 GMT

Yeah sorry. I am just frustrated and aware it's illogical to say the system is flawed ... but I complained to Sky about my Puck the engineer said I would have been better going for Sky Q as it has better hardware...