topic Re: Stream box keeps switching off. in Sky Stream

Stream box keeps switching off.

JohnJT17 — Sat, 13 Jan 2024 11:52:11 GMT

We changed to Sky Stream from Virgin and are regreting it.

The Stream box keeps switching off mid viewing, despite sleep being set to OFF.

Subtitles are not constant and drop out or no longer come on after an add break.

Why does it always go to HOME rather than coming back on the last chanel selected.?

We have a 943mbs connection so it should be solid.

Re: Stream box keeps switching off.

Exiled-in-HH — Sat, 13 Jan 2024 12:15:12 GMT

Have you check the connection speed the Puck is getting?

Using the Netflix Network Check?

Re: Stream box keeps switching off.

JohnJT17 — Sat, 13 Jan 2024 12:22:12 GMT

I have not used Netflix but have run other speed checks .which show that it is capable of suporting streaming on multiple devices simultaniously.

After reading other posts this seems to be a measure impsed by Sky as a Eco move. It is dam anoying and I doubt we will be renewing at the end of tis contract.

Re: Stream box keeps switching off.

Exiled-in-HH — Sat, 13 Jan 2024 12:29:02 GMT

You need to run the check on the Puck😉

Re: Stream box keeps switching off.

JohnJT17 — Sat, 13 Jan 2024 17:38:56 GMT

Just had a look in Netflix and I can see no option to do any ststem or speed check. Can you give me instruction on how to do it. Broadband speed to Laptop in same room is 630mbps and 550mbps so should be faster as it is driect wired to 943mbps ans 931mbps on Firebre to box

Re: Stream box keeps switching off.

Exiled-in-HH — Sat, 13 Jan 2024 17:41:47 GMT

On the Netflix app .... select Get help ... then Check Network😊

Re: Stream box keeps switching off.

JohnJT17 — Sun, 14 Jan 2024 11:58:34 GMT

Thank you for the info.

The speed according to NETFLIX is 87.32mbps

Re: Stream box keeps switching off.

Exiled-in-HH — Sun, 14 Jan 2024 12:31:25 GMT

That's a good speed the most a Puck can get is 100 Mbps😉

Report your issues to Sky and request a replacement Puck🙁

Re: Stream box keeps switching off.

Dazzasky — Sun, 14 Jan 2024 12:43:27 GMT

@Exiled-in-HH wrote:
That's a good speed the most a Puck can get is 100 Mbps😉

Report your issues to Sky and request a replacement Puck🙁

I can get 504 Mbps via Netflix on my puck.

Re: Stream box keeps switching off.

JohnJT17 — Sun, 14 Jan 2024 13:10:33 GMT

The box seems to be OK but it is annoying that I have to regularly interact with it. It cuts out after about 2 hours if no reaction such as a channel change or even a volume change. Doesn't make for easy viewing as I was doing last night streaming Robson Green's Weekend Breakes 12 episodes end to end. There is a sleep option set to OFF but SKY over ride this with this so called ECO feature. It after about 3 hours asked if we were still there and viewing.. but has attempted to cut out before this. We have YouFibre delivering 943mbps download and 941 upload speed attached so it should be capable of streaming uniterupted. If I wanted to leave it on 24/7/365 that is up to me. It is not Sky's place to dictate how long I should leave it on.

Re: Stream box keeps switching off.

Exiled-in-HH — Sun, 14 Jan 2024 13:40:52 GMT

Sky isn't imposing that on you the government has passed legislation that does🤔

If you are happy with your Puck there's no need to request a replacement😉

You could complain to Sky that they should implement a longer timeout eco settting🙂

Re: Stream box keeps switching off.

Stelee68 — Sat, 28 Jun 2025 07:40:09 GMT

I have the same issue with my puck. Just checked the speed on Netflix as suggested and I'm getting 17mb!! This is clearly **bleep**. And after Sky sent me a Wi-Fi booster!! Someone tell me what I do next. Not happy at all with this speed. In a world where everything relies on wi-fi this is just not good enough!!

Re: Stream box keeps switching off.

lettice — Sat, 28 Jun 2025 08:12:31 GMT

@Stelee68 wrote:

I have the same issue with my puck. Just checked the speed on Netflix as suggested and I'm getting 17mb!! This is clearly **bleep**. And after Sky sent me a Wi-Fi booster!! Someone tell me what I do next. Not happy at all with this speed. In a world where everything relies on wi-fi this is just not good enough!!

That level of speed is not going to be enough for Sky Stream.

Sky recommended minimum broadband speed for Sky Stream/Glass is 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD, plus a few Mbps per puck if using the Sky Sports latency options.

What Sky broadband do you have, in what is your minimum guaranteed speeds that Sky mention to your house?

Might be worth looking to see if you can upgrade to a fibre connection with Sky, the price difference should be the same or maybe even less.

Re: Stream box keeps switching off.

Stelee68 — Sat, 28 Jun 2025 08:39:45 GMT

Sky are clearly not able to provide the speed promised. The guarantee 41mbps.
I'm apparently on super fast broadband!

Fibre not available in our area.

Re: Stream box keeps switching off.

lettice — Sat, 28 Jun 2025 10:53:16 GMT

@Stelee68 wrote:

Hi

Sky are clearly not able to provide the speed promised. The guarantee 41mbps.
I'm apparently on super fast broadband!

Fibre not available in our area.

Superfast is the old copper broadband.

If you do not have fibre available, either by Sky, Virgin or an altnet provider, all we could suggest is that you use an ethernet cable from your Sky Stream puck or use a pair of Powerline adapters instead of a wifi connection to give you a slightly better speed.

You are though, even with 41Mbps newr the lower end of the recommended speed for having a stable streaming experience, especially if other devices are being used in your household at the same time.

Re: Stream box keeps switching off.

Stelee68 — Sat, 19 Jul 2025 13:59:21 GMT

So I've swapped to virgin Broadband, speed is no issue as I am on now on fibre. Average speed at the puck is 280mbps.
Sky have also sent me a new puck.
However, this is still powering off after approximately 15 minutes viewing.
I am at a loss now as to what is causing this.
I'm even beginning to think there may be an issue with the TV itself i.e. the hdmi port.
Please help, I am now clutching at straws. It is so annoying

Re: Stream box keeps switching off.

lettice — Sat, 19 Jul 2025 16:12:39 GMT

@Stelee68 wrote:

So I've swapped to virgin Broadband, speed is no issue as I am on now on fibre. Average speed at the puck is 280mbps.
Sky have also sent me a new puck.
However, this is still powering off after approximately 15 minutes viewing.
I am at a loss now as to what is causing this.
I'm even beginning to think there may be an issue with the TV itself i.e. the hdmi port.
Please help, I am now clutching at straws. It is so annoying

If that speed of 280 is via the Netflix app on the puck, your issues are probably not down to any speed issue.

Is this powering off happening when watching a live channel?

Are you using the Sky hdmi cable that came with the puck. If not what is it?

It might be worth removing the hdmi port from the TV and puck and reseating it or trying the cable in a different hdmi por5 on the TV.

If changing over hdmi ports or just reseating the hdmi cable, repower the TV each time.

Re: Stream box keeps switching off.

Stelee68 — Sat, 19 Jul 2025 17:09:02 GMT

Looking back, my issues started after my Hisense tv had an update. So today I have reset the Tv back to factory default and, touch wood, not happened since. Watch this space

Re: Stream box keeps switching off.

Stelee68 — Tue, 22 Jul 2025 05:44:11 GMT

Of course, spoke too soon!! Puck switched off this morning after 15 minutes viewing. Now at the end of my tether!! So I ask again, why is my sky stream box switching off!! I've now tried everything.

Re: Stream box keeps switching off.

Jporch316 — Tue, 22 Jul 2025 06:07:43 GMT

@Stelee68 wrote:
Of course, spoke too soon!! Puck switched off this morning after 15 minutes viewing. Now at the end of my tether!! So I ask again, why is my sky stream box switching off!! I've now tried everything.

Have you tried it in a different TV to see if it still switches off ?