New customer with issues.

SkyNewbee — Mon, 04 Aug 2025 14:31:56 GMT

We just signed up a few days ago. While the picture is great, and we like the layout, we keep running into what seems to be software glitches.

When watching a movie on Netflix, we got about 3/4 of the way through the movie, and the Sky puck stopped responding to input. The movie keeps playing just fine however - we just can't control it. After about a minute, suddenly it remembers every button we had pressed, then suddenly plays them all back. It's like the remote-processing part got stuck, then tried to catch up.

When selecting Playlist, then choosing favourites for our favourite channel list, we don't get a cursor until we hit Home and do the exact same thing again. This is consistent every time.

We get frequent hangups, where the controls are unresponsive for 10 seconds or so, then it comes back.

Sometimes, when we turn it off, it comes back on a few seconds later.

When I set up my Samsung TV's own remote, it sort of worked, but not everything. It's very sluggish too. I tried the speed setting with no luck. I gave up on that. This could be the TV's fault I suppose.

Note that we have rock solid 500Mb/s fibre Internet, which is definitely not the issue.

My wife's first language isn't English, so she likes to have the captions on. It turns the feature off regularly, and she has to turn it back on at least once a day. We can't adjust the size or location of the captions, so TV shows have very large lettering in the middle of the screen (but Netflix and apps are ok).

Sometimes the captions get stuck, and we have to hit the skip back button, then they start working again.

Is this all normal? It seems like it's in beta or something.

Re: New customer with issues.

BenJoBanjo — Mon, 04 Aug 2025 15:40:07 GMT

@SkyNewbee wrote:
We just signed up a few days ago. While the picture is great, and we like the layout, we keep running into what seems to be software glitches.

When watching a movie on Netflix, we got about 3/4 of the way through the movie, and the Sky puck stopped responding to input. The movie keeps playing just fine however - we just can't control it. After about a minute, suddenly it remembers every button we had pressed, then suddenly plays them all back. It's like the remote-processing part got stuck, then tried to catch up.

When selecting Playlist, then choosing favourites for our favourite channel list, we don't get a cursor until we hit Home and do the exact same thing again. This is consistent every time.

We get frequent hangups, where the controls are unresponsive for 10 seconds or so, then it comes back.

Sometimes, when we turn it off, it comes back on a few seconds later.

When I set up my Samsung TV's own remote, it sort of worked, but not everything. It's very sluggish too. I tried the speed setting with no luck. I gave up on that. This could be the TV's fault I suppose.

Note that we have rock solid 500Mb/s fibre Internet, which is definitely not the issue.

My wife's first language isn't English, so she likes to have the captions on. It turns the feature off regularly, and she has to turn it back on at least once a day. We can't adjust the size or location of the captions, so TV shows have very large lettering in the middle of the screen (but Netflix and apps are ok).

Sometimes the captions get stuck, and we have to hit the skip back button, then they start working again.

Is this all normal? It seems like it's in beta or something.

Sadly it is somewhat normal, particularly at the moment as the whole SkyOS platform seems to be suffering from a nasty dose of sluggishness. There seems to be some kind of server issue at Sky's end and there's not a lot you can do until they sort it out.

Sky Stream is unlike most other streaming services in that it is run almost entirely from servers, not from apps or data stored on the Stream puck, so aside from a reboot or restart there's not much else you can do.

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New customer with issues.

Re: New customer with issues.