topic Re: Sky pluck issues in Sky Stream

Sky pluck issues

Reevo87 — Mon, 19 May 2025 20:07:59 GMT

Hello I have Sky Glass Gen 2 and a pluck upstairs, I am having issues with the pluck, it's always left on standby and when I switch it on, it says not connected to internet or refresh connection, it happens everytime, tonight the service is dreadful, keeps crashing, say programme loading or it just freezes. Obviously the pluck is upstairs and the router is in the cupboard downstairs.

if I was to run a long Ethernet cable down the stairs into the cupboard would this make any difference?

Re: Sky pluck issues

Dazzasky — Mon, 19 May 2025 20:15:52 GMT

@Reevo87 wrote:
Hello I have Sky Glass Gen 2 and a pluck upstairs, I am having issues with the pluck, it's always left on standby and when I switch it on, it says not connected to internet or refresh connection, it happens everytime, tonight the service is dreadful, keeps crashing, say programme loading or it just freezes. Obviously the pluck is upstairs and the router is in the cupboard downstairs.

if I was to run a long Ethernet cable down the stairs into the cupboard would this make any difference?

What's a pluck?

Re: Sky pluck issues

lettice — Mon, 19 May 2025 20:17:03 GMT

Can you check the settings of your Sky Stream puck and change them to the following.

This would look to be the cause of your issue;

Set Network standby mode to ON and Overnight power saving to OFF.

Re: Sky pluck issues

Reevo87 — Mon, 19 May 2025 20:19:44 GMT

I have now done this,

would a Ethernet cable make a difference for a more stable connection? I would need a lengthy cable though

Re: Sky pluck issues

lettice — Mon, 19 May 2025 20:22:38 GMT

Can you do a network speed test on your Puck.

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?

Re: Sky pluck issues

GD1 — Mon, 19 May 2025 20:29:51 GMT

@Reevo87 The steps provided @lettice should prevent the issue you have been having.

As an aside you can check your wifi speed to the puck by opening the netflix app, going to Get Help and run the connection test.

The pucks onboard ethernet port are only 100mbps so may offer stability over speed.

Re: Sky pluck issues

Jporch316 — Mon, 19 May 2025 20:25:22 GMT

Maybe easier to use a set of powerline adapters ......

Re: Sky pluck issues

Reevo87 — Mon, 19 May 2025 20:26:11 GMT

Thanks for your help

Test 1 - 112.77 mbps

Test 2 - 119.37 mbps

things seemed to of sorted themselves out but it was awful earlier

Re: Sky pluck issues

lettice — Mon, 19 May 2025 20:35:22 GMT

@Reevo87 wrote:

Thanks for your help

Test 1 - 112.77 mbps

Test 2 - 119.37 mbps

things seemed to of sorted themselves out but it was awful earlier

Those speeds are great and ideal for Sky Stream.

Stick with wifi for now.

Let us know on this thread at a later stage if you have any further issues in the coming days.

Re: Sky pluck issues

Reevo87 — Mon, 19 May 2025 21:24:31 GMT

further issues with channel 4 app and bbc app, did further speed tests and speeds down between 3-6mbps.

starting to think I need to get an Ethernet cable.

i have tried re freshing apps

Re: Sky pluck issues

Hunter2660 — Tue, 20 May 2025 14:17:41 GMT

I don't think it helps having the router in a cupboard. Not the ideal place for a stable signal.

Re: Sky pluck issues

Jporch316 — Tue, 20 May 2025 15:46:56 GMT

@Hunter2660 wrote:
I don't think it helps having the router in a cupboard. Not the ideal place for a stable signal.

Agreed 👍

although new build properties seem to like terminating the fibre and installing the routers into the small cupboards !

Re: Sky pluck issues

Hunter2660 — Wed, 21 May 2025 15:51:32 GMT

@Jporch316 wrote:
@Hunter2660 wrote:
I don't think it helps having the router in a cupboard. Not the ideal place for a stable signal.
Agreed 👍

although new build properties seem to like terminating the fibre and installing the routers into the small cupboards !

Ludicrous! 🙄