topic Re: Sky Stream puck intermittent sound problem in Sky Stream

Sky Stream puck intermittent sound problem

MJK4331 — Sat, 05 Oct 2024 16:34:43 GMT

We have three pucks so by swapping around, I have been able to prove that the problem lies with one of the pucks, not with a tv or the mesh-enabled wifi.

Watching tv with the faulty puck, the sound cuts out for a few seconds about every minute. All stations. The puck is connected by wifi to the 250MB internet and by hdmi to the tv. Download speeds on an iPad held near the puck are not far short of the expected 250MB.

Is there a reset fix to try ?

If that does not work, how can I contact Sky to ask them to swap the puck (which is not yet two months old) ?

Sky certainly don't make it easy !

With many thanks

Re: Sky Stream puck intermittent sound problem

Johndm1957 — Sat, 05 Oct 2024 17:03:33 GMT

You have to phone them

Re: Sky Stream puck intermittent sound problem

MJK4331 — Sat, 05 Oct 2024 17:53:17 GMT

Thanks - do you know the number please ?

Re: Sky Stream puck intermittent sound problem

Fothergill1 — Sat, 05 Oct 2024 20:50:02 GMT

@MJK4331 Try restarting the Glass/puck by going into Settings > System Management > Resets & Updates > Restart device (do not do a factory reset). It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t panic when you first start the process.

If that doesn't work give Sky a call. If Sky is your mobile provider you can phone them by dialling 150.

If it is not your provider follow this link https://www.sky.com/help/home and scroll down to need more help, click on this and you will see an 0333 phone number to use to call Sky. Unfortunately I cannot include the actual phone number as the forum filters will block it.

Re: Sky Stream puck intermittent sound problem

Exiled-in-HH — Sun, 06 Oct 2024 08:14:34 GMT

When measuring the connection speed between the Puck and Sky's servers ... use the Netflix Network check ... not a iPad held near the Puck😉

Re: Sky Stream puck intermittent sound problem

MJK4331 — Thu, 10 Oct 2024 09:33:18 GMT

Thank you, the restart has solved matters

Re: Sky Stream puck intermittent sound problem

MJK4331 — Thu, 10 Oct 2024 09:34:59 GMT

Thank you "exiled in HH" (where ?)

I did not know that Netflix had that test but I was pleased to find that even with the tv furthest from a mesh node, the Sky puck is getting about 100Mb

Re: Sky Stream puck intermittent sound problem

NickDS — Sat, 16 Nov 2024 08:32:45 GMT

Mine had the same problem, but a reboot did not solve my sound cutting out issue. Under settings, picture and sound, I changed my setting from Auto to PCM Stereo, which solved my sound issue.

Re: Sky Stream puck intermittent sound problem

DeeHop — Tue, 31 Dec 2024 21:21:53 GMT

Fantastic help, thought I needed to buy a new tv, so I am very happy, thank you so much

Re: Sky Stream puck intermittent sound problem

BoroGraham — Thu, 02 Jan 2025 11:29:55 GMT

Switch to PCM Stereo worked for me too.

Re: Sky Stream puck intermittent sound problem

roboftheblues — Mon, 13 Jan 2025 13:36:59 GMT

It will return, i've tried this method several times

Re: Sky Stream puck intermittent sound problem

AlanTB — Mon, 20 Jan 2025 16:57:30 GMT

I'm on my second puck now. It arrived over the weekend and I have exactly the same problem as with the first: intermittent sound drop-outs, about every 2 minutes, accompanied by the brief appearance of the Dolby Pro symbol in the top right hand corner. This happens on all types of input through Sky, and doesn't happen if I watch Netflix etc through my TV system.

I have fibre broadband which operates typically at about 800-900Mbps. The puck is connected with an 8K HDMI lead, I have restarted the puck, tried passthrough and auto and Dobly Pro sound settings and sprinkled Holy Water on it. Nothing works. The problem is definitely with the Sky stream pucks.

I have run out of ideas....

Re: Sky Stream puck intermittent sound problem

BoroGraham — Mon, 20 Jan 2025 17:32:55 GMT

Have you tried changing the Puck sound output to PCM? It sorted me out immediately.

Re: Sky Stream puck intermittent sound problem

AlanTB — Mon, 20 Jan 2025 17:56:43 GMT

Thanks for the help.
I do this in the Sky Puck sound settings? Or the TV/soundbar settings?

Do I still get Dolby Pro sound?

Re: Sky Stream puck intermittent sound problem

AlanTB — Mon, 20 Jan 2025 19:35:46 GMT

Just had a look. The only PCM option on my puck sound menu is PCM stereo. That's quite a step down when using an Atmos Soundbar?

Re: Sky Stream puck intermittent sound problem

BoroGraham — Tue, 21 Jan 2025 06:28:10 GMT

I did it in the Puck menu. I only have a fairly basic sound bar so am happy with the PCM Stereo solution, but I understand your frustation.

Re: Sky Stream puck intermittent sound problem

big+philgreen — Mon, 31 Mar 2025 18:51:38 GMT

Since swapping to stream we have nothing but problems with sound and picture. The answer from the sky technician is tha we have to leave the door open where the router is

Re: Sky Stream puck intermittent sound problem

Anonymous — Mon, 31 Mar 2025 19:26:44 GMT

@big+philgreen that might be the case if your internet or home network connection isn't fast enough. Sky Stream requires good broadband and a stable network. You could consider using power line Ethernet instead, to alleviate WiFi problems.

Re: Sky Stream puck intermittent sound problem

TheWMUK — Mon, 16 Feb 2026 20:14:36 GMT

@BoroGraham dolby atmos is charged by sky an extra monthly, and there's no reason anyone should be asked to switch to basic stereo sound if paying for Atmos sound.