topic Re: Puck dies in Sky Stream

Puck dies

Stonechat — Tue, 11 Mar 2025 19:41:21 GMT

I'm having to reboot my puck all day. I choose a programme in the playlist the screen goes black and nothing happens. Sometime I get a message saying a fault with channel or a fault with the programme. So I try live Tv bbc1 bbc2 and the same thing happens. Once rebooted it all works until I choose a different thing to watch and it starts all over again. Speed is good and everything else works fine. Any help would be appreciated please. I've only had stream for a few weeks and not very happy so far.

Re: Puck dies

Anonymous — Tue, 11 Mar 2025 20:05:24 GMT

Hi @Stonechat you mentioned that your speed is good but it'll help if we can quantify that if that's ok?

Open the Netflix app on Sky.
Go to Get Help in the sidebar.
Select Check Your Network.
Note the download speed displayed and share it here.

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 20:24:36 GMT

Hi there and thank my connection speed at the moment says it's 35.27Mbps although this does fluctuate.

althought I've had some teething problems today for some reason it has been particularly bad eg I list all sound just now.

Many thanks for your reply

Re: Puck dies

Anonymous — Tue, 11 Mar 2025 20:27:42 GMT

Thanks @Stonechat

You said it fluctuates, does it ever drop below this much?

The speed is ok but borderline. If there was interference or other devices on the network causing congestion I could see it dropping below the Sky recommended 25Mbps.

Is using an Ethernet cable from your router to the puck a viable option for you? This would remove WiFi related things from the equation.

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 20:41:20 GMT

Thank you for your reply

After a few tests I noted that it dropped down to 10Mbps but then went back up to 35 Mbos where it generally stays.

Ethernet lead is not an option because my fibre come in at another room and router need to be connected to that.

I have just been on the app for my router and given the puck priority over other devices so I will see how it goes fingers crossed.

cheers

Re: Puck dies

Anonymous — Tue, 11 Mar 2025 20:42:39 GMT

This definitely sounds like the issue then. So this gives us something to work with!

In the room where your router is, can you go to fast.com on your phone and report back what kinds of speeds you're getting there please?

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 20:44:34 GMT

Ok I will give that a try thank you

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 20:49:57 GMT

Hi there.
Ok in the room where the router is the speed is 280Mbps

Re: Puck dies

Anonymous — Tue, 11 Mar 2025 20:52:00 GMT

That's quite a drop off between the room with the router and the room with your puck! And it definitely speaks to there being an issue with the WiFi.

Hopefully your tweak to the settings will help things, but if not you might need to look at a better WiFi setup. If you're with Sky then perhaps WiFi Max is an option.

My house suffered from poor WiFi previously too and I switched to an Eero network and now get speeds in the hundreds in all rooms.

Re: Puck dies

Anonymous — Tue, 11 Mar 2025 20:55:07 GMT

Actually one more test. Could you go into the room with your puck and try the fast.com test in there please?

Also, could you describe your puck setup please? Is it inside any kind of furniture or hidden behind the TV etc.?

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 21:00:12 GMT

Actually Andrew I've just moved it out fro the shelf it wa on and the speed is 41.83

I will do the fast.com in the same room aswell. Thanks.

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 21:07:29 GMT

Ok on Fast.com it's anything from 220 to 410 Mbps and that's in the room with the puck.

everything is worth a try

Re: Puck dies

Anonymous — Tue, 11 Mar 2025 21:09:01 GMT

Ok thanks @Stonechat

Keep us posted on how it goes, but hopefully we know the broad problem area now being the WiFi.

Fingers crossed your tweaks make a difference for you!

Re: Puck dies

Stonechat — Tue, 11 Mar 2025 21:10:30 GMT

Ok yes I'll let you know

thank you for your help 😊

Re: Puck dies

Stonechat — Wed, 12 Mar 2025 08:26:43 GMT

Good morning

As promised I've checked the spied this a.m

Netflix 100+ Mbps

Fast.com 240+ in room with puck

I will continue to monitor during the day.

Re: Puck dies

lettice — Wed, 12 Mar 2025 08:31:48 GMT

@Stonechat

That sounds a much better speed than you had before.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, as yi7 have noticed, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Interference, can occur in many forms, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve, like some you have seen already;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-stream-puck/articles/connect-puck-sky-stream-check

Re: Puck dies

Stonechat — Wed, 12 Mar 2025 08:35:08 GMT

fast.com 510 Mbps at 8.30am

Netflix 117.14 Mbps

Could you tell me if it is normal to have such large fluctuations ?

maybe it was just a bad day yesterday.

I am with Toob broadband via cityfibre.

Thank you.

Re: Puck dies

Stonechat — Wed, 12 Mar 2025 08:39:01 GMT

Ok great I moved the puck last night and I will check those settings now.

Thank you

Re: Puck dies

Anonymous — Wed, 12 Mar 2025 08:53:37 GMT

@Stonechat wrote:
fast.com 510 Mbps at 8.30am
Netflix 117.14 Mbps

Could you tell me if it is normal to have such large fluctuations ?
maybe it was just a bad day yesterday.

I am with Toob broadband via cityfibre.

Thank you.

It's quite common to see fluctuations. Everything from microwaves to how thick the walls are to what your neighbours are doing will affect it. That was a particularly big difference though.