topic Re: Sky strean in Sky Stream

Sky strean

Smo3 — Tue, 27 May 2025 20:44:20 GMT

Sky stream is freezing, not loading or the picture is blurry when playing. Checked WiFi connection and everything seems to be fine on the app

Re: Sky strean

GD1 — Tue, 27 May 2025 20:52:57 GMT

@Smo3 What is the speed that is getting to the puck? Open the netflix app on the puck, go to get help, run connectiuon test.

Re: Sky strean

Smo3 — Tue, 27 May 2025 21:09:32 GMT

At the minute it's getting 0mps, but I've ran a test on the my sky go app and it's saying everything is fine, the WiFi on other devices works fine

Re: Sky strean

Smo3 — Tue, 27 May 2025 21:12:03 GMT

It's getting upto 0.6 at the highest for mbps

Re: Sky strean

BenJoBanjo — Tue, 27 May 2025 22:10:41 GMT

@Smo3 wrote:
It's getting upto 0.6 at the highest for mbps

Well that's nowhere near fast enough. Check that your puck is out in the open enough to receive a decent WiFi signal or connect to your router with an Ethernet cable and turn WiFi off.
If you still can't get a decent connection then the puck may be faulty. Ring Sky for a replacement.

Re: Sky strean

MarkGoldsmith — Tue, 27 May 2025 22:10:55 GMT

In that case I'd suggest disabling the WiFi in the pucks settings, connecting it to your router via an Ethernet cable and then performing a restart of the puck.

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

Re: Sky strean

Smo3 — Tue, 27 May 2025 23:25:49 GMT

Thanks for the replies and suggestions after some researching and testing I believe the WiFi signal is poor down to the puck being behind the tv

Re: Sky strean

lettice — Wed, 28 May 2025 03:18:06 GMT

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

Best way to test is as mentioned above via 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, over say a half hour period during tests.
What is your speed for each puck?

Going out in the latest Sky Glass/Stream QS036 software is now a new wifi reporting option.

The QS036 update is being rolled out over a month or so period, so you may not have it yet.

You can find this new feature upfront in Settings>Network

It will report a number of differing messages, based on your current wifi connection.

Also, it may be suffering from interference,, 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;
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 to 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: Sky strean

GD1 — Wed, 28 May 2025 06:48:57 GMT

@Smo3 Have you moved it now, is it any better?

Re: Sky strean

martswain — Wed, 28 May 2025 07:26:44 GMT

Installing a puck behind a TV is a recipe for poor signal if using WiFi, you'll have to move it or connect to the router with an ethernet cable.