topic Re: Sky pucks in Sky Stream

Sky pucks

BREWERJOHN — Mon, 24 Mar 2025 10:43:37 GMT

Fed up with these pucks. Not impressed at all! Picture freezing on most channels. Tells me on BBC technical problem but then clears for a while. Also other channels too. Virginmedia 1 gig broadband so more than enough imput speed. Ethernet connected from hub to glass tv and powerline to both pucks. Good connectivity throughout. Virginmedia was better!

Re: Sky pucks

Anonymous — Mon, 24 Mar 2025 13:51:02 GMT

Hi @BREWERJOHN do you get these problems on your Glass TV too?

Re: Sky pucks

BREWERJOHN1 — Mon, 24 Mar 2025 16:27:14 GMT

No i think just the pucks.

Re: Sky pucks

Anonymous — Mon, 24 Mar 2025 16:35:02 GMT

On one of the affected pucks could you run a speed test and then report back? Ideally you'd do a reading a few times over an hour and report back all of the findings.

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

I ask because the issues you've described are normally due to WiFi issues. This is a first step to help us identify or rule that out.

Re: Sky pucks

BREWERJOHN1 — Mon, 24 Mar 2025 16:41:08 GMT

Yes can do, and will but just to let you know that everything is ethernet connected. I don't use wi-fi only for my mobile. Wi-fi is also disabled on pucks! I am hearing about other people having similar problems since Sky did an update recently. Maybe that could be a factor?

Re: Sky pucks

Anonymous — Mon, 24 Mar 2025 16:42:38 GMT

Thanks, good to know. Let's do it anyway to rule out speed issues.

Re: Sky pucks

BREWERJOHN1 — Mon, 24 Mar 2025 16:51:24 GMT

Will do but bear with me.have to nip out so will be later on thanks.

Re: Sky pucks

TimmyBGood — Mon, 24 Mar 2025 17:41:31 GMT

@BREWERJOHN @BREWERJOHN1

With an ethernet connection in place it's important to make sure that WiFi is switched off.

Re: Sky pucks

BREWERJOHN — Tue, 25 Mar 2025 09:28:07 GMT

Speed into virginmedia hub 1144mbps

From hub to sky glass tv 90.43 mbps

Puck 1 20.55 mbps

Puck 2 15.82 mbps

Re: Sky pucks

BenJoBanjo — Tue, 25 Mar 2025 10:42:38 GMT

@BREWERJOHN wrote:
Speed into virginmedia hub 1144mbps
From hub to sky glass tv 90.43 mbps
Puck 1 20.55 mbps
Puck 2 15.82 mbps

If the pucks are connected via ethernet double check that WiFi is turned off on the network settings on each puck. Those speeds are too low to sustain a stable stream.

Re: Sky pucks

BREWERJOHN — Tue, 25 Mar 2025 13:28:32 GMT

Thanks for that. The wi-fi has been turned off on all pucks and tv. Can't understand why the readings are so low. Using TP powerline adapter? Everything was fine until recently. Obviously I need to look into why the signaling is so poor.

Many thanks to all for your advice and help.

Re: Sky pucks

Anonymous — Tue, 25 Mar 2025 15:06:17 GMT

@BREWERJOHN it may actually be better to just run WiFi, if that's viable?

Re: Sky pucks

mikeliuk — Tue, 25 Mar 2025 15:16:29 GMT

One weird thing I noticed on a Devolo Magic 2 WiFi 6 was that Puck IP061-ef-ant-UKIE-GHM was establishing a 100 Mbit/s RJ45/Ethernet connection and a forced software update was downloading at 1.4 Mbps via 5G NSA mobile broadband which usually speedtests between 80 Mbps to 200 Mbps so I get the feeling WiFi can in many cases be preferred over cabling the Puck.

Re: Sky pucks

BenJoBanjo — Tue, 25 Mar 2025 15:21:08 GMT

@mikeliuk wrote:
One weird thing I noticed on a Devolo Magic 2 WiFi 6 was that Puck IP061-ef-ant-UKIE-GHM was establishing a 100 Mbit/s RJ45/Ethernet connection and a forced software update was downloading at 1.4 Mbps via 5G NSA mobile broadband which usually speedtests between 80 Mbps to 200 Mbps so I get the feeling WiFi can in many cases be preferred over cabling the Puck.

Why was it connected to a 5G NSA mobile connection? Are you sure the Devolo poweline adapters are correctly set up and connected to your Virgin broadband router?

Re: Sky pucks

mikeliuk — Tue, 25 Mar 2025 15:32:55 GMT

I don't really want to mess up this thread debugging the issue in the OP so I'll put the answers to the questions in the https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-PUCK-IP061-ef-ant-UKIE-GHM-HDCP-unauthorized-No-video/td-p/4945164