topic Re: Sky stream puck issues in Sky Stream

Sky stream puck issues

Porterbeast — Sat, 28 Jun 2025 10:18:28 GMT

After setting up two new puck s, I've had nothing but issues, including -

*Random remote disconnects

*Programmes freezing from watching from anywhere between 2 minutes and an hour

*Not be able to reconnect unless I do a hard reset (start all over again)

*Not being able to power up from the remote (despite new batteries) and having to disconnect and reconnect power. Which sometimes doesn't even work.

All of the above include powering the puck off then on again.I've also tried resets per guidance I've found online which works for a short while then crashes.

Connection speed tests show download 70+mps and upload 80+mps. One on the pucks is connected by WiFi and one Ethernet.

I am at my wits end! Wife seriously unhappy! Grateful for any advice from other who may have experienced these issues.

Re: Sky stream puck issues

lettice — Sat, 28 Jun 2025 10:40:47 GMT

Can you do 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, say a few minutes between tests.
What is your speed?

Re: Sky stream puck issues

Porterbeast — Sat, 28 Jun 2025 12:27:56 GMT

Hi, connection speed is 79.70 downstairs and 70.50 upstairs. Don't think broadband signal is the issue.

Re: Sky stream puck issues

lettice — Sat, 28 Jun 2025 13:12:03 GMT

@Porterbeast wrote:

Hi, connection speed is 79.70 downstairs and 70.50 upstairs. Don't think broadband signal is the issue.

That sounds good, as long it stays around that and does not drop at busier household usage times from using other devices.

This figure in your first post, sounded odd

Connection speed tests show download 70+mps and upload 80+mps

Having upload higher than download is not normal.

Who is your broadband provider?

Is your Ethernet going direct to your router or is it through an unmanaged switch.

For your wifi puck, is that a direct wifi connection or through any kind of mesh system or pod?

on your ethernet connected puck, make sure in the Puck settings, that wifi is turned off and after making that change do a Puck settings restart to make sure that option is taken.

Otherwise, your Sky Stream pucks may be suffering from some kind of local interference, that can mostly affect a wifi connection, but can also cause some issues even with an ethernet cable attached.

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.

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-...

Re: Sky stream puck issues

Stephen+Mourton — Sat, 28 Jun 2025 13:17:47 GMT

This was a reply I recently sent to someone else with similar problems to you and he marked it as an answer that solved his problem as it did for me previously when I had problems, so worth a try..............

"In the meantime, If you are not connected to your router via an Ethernet cable does your router have a direct line of site to your puck, also your router and puck are not directly next to any object, particularly electrical items, mirrors or glass. All of these can effect your signal. I hope that helps. "