topic Re: Will the nightmare ever end? in Sky Stream

Will the nightmare ever end?

Redjbourne4 — Wed, 09 Jul 2025 12:23:02 GMT

So apparently the reason why my Sky Stream is running at 1.5 times speed is cause there are different WiFi signals confusing the puck, so I was told to buy an ethernet cable. Sky told me to to turn the WiFi off. Simple really...nope. The WiFi switches itself straight back on again, so it doesn't appear to recognise the Ethernet cable. It's definitely plugged in to both the puck and the router. Why is this so difficult? What am I missing??

Re: Will the nightmare ever end?

Anonymous — Wed, 09 Jul 2025 12:26:50 GMT

@Redjbourne4 I don't think you're missing anything.

Logically, it should not happen. What I would do is turn off and unplug the puck and the router, disconnect the ethernet cable for a few minutes. Then plug in the ethernet to both devices, turn on the router and once that's restarted then turn on the puck and turn WiFi off in the settings.

If that doesn't work then unfortunately going back to Sky to help is the only option, just in case you have a faulty puck, which does happen.

Re: Will the nightmare ever end?

Redjbourne4 — Wed, 09 Jul 2025 12:37:31 GMT

Cheers I'll give that a try, starting to think it may just be a faulty puck though...

Re: Will the nightmare ever end?

Jporch316 — Wed, 09 Jul 2025 16:22:18 GMT

@Redjbourne4

I believe once you have turned the wifi off you need to do a full restart from the settings straight away to get it to save

Re: Will the nightmare ever end?

Redjbourne4 — Wed, 09 Jul 2025 19:17:14 GMT

Yep, got it saved now and WiFi is off - picture still running too fast. Tried everything, no success. Might need a different puck.

Re: Will the nightmare ever end?

Jporch316 — Wed, 09 Jul 2025 19:20:24 GMT

@Redjbourne4 wrote:
Yep, got it saved now and WiFi is off - picture still running too fast. Tried everything, no success. Might need a different puck.

Would you like me to escalate your post to the online sky support team ?

Re: Will the nightmare ever end?

Redjbourne4 — Wed, 09 Jul 2025 19:55:04 GMT

Yes please, that would be great thank you 😊

Re: Will the nightmare ever end?

Jporch316 — Wed, 09 Jul 2025 20:00:48 GMT

@Redjbourne4

I have escalated your call to the online sky community support team

please look out for an invitation to chat with them

see link below for full explanation

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Will the nightmare ever end?

Redjbourne4 — Thu, 10 Jul 2025 07:08:17 GMT

Thank you very much, really appreciate it!

Re: Will the nightmare ever end?

Lisa-P1987 — Thu, 10 Jul 2025 08:28:40 GMT

Thanks for escalating this. We’ve sent Redjbourne4 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Will the nightmare ever end?

Redjbourne4 — Sun, 13 Jul 2025 12:44:04 GMT

Hi Lisa how do I start that chat?

Re: Will the nightmare ever end?

Fothergill1 — Sun, 13 Jul 2025 12:56:48 GMT

Hi @Redjbourne4 Unfortunately as the link provided by @Jporch316 explained the chat bubble is only visible for 48 hours so it has expired by now.

I have escalated your post again to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.

Note replies from Sky are not instant so you will need to regularly check the chat thread. Also be aware the team work from 8am to 7pm Mon-Sun in the UK and 9am to 4:30pm Mon-Fri in Ireland.

Re: Will the nightmare ever end?

Redjbourne4 — Sun, 13 Jul 2025 13:11:26 GMT

Thank you! Things seemed to improve until today, last few days it looked almost normal so I thought I didn't need the chat after all but today it's gone fast again, it's so annoying.

Re: Will the nightmare ever end?

Tom-W19 — Sun, 13 Jul 2025 13:50:34 GMT

Thanks for escalating. We've sent another invite to @Redjbourne4.

Re: Will the nightmare ever end?

Redjbourne4 — Sun, 13 Jul 2025 14:42:00 GMT

I've lost the chat, it was there one minute and home the next

Re: Will the nightmare ever end?

Fothergill1 — Sun, 13 Jul 2025 16:23:15 GMT

Hi @Redjbourne4 Sorry for the delay in my reply but I have been out and only just got back home. Your playback speed issue must be very annoying and seems unique as I don't recall seeing any other post from people with a similar issue.

For the online chat, all I can suggest is signing out of the forum and then back in again to see if the chat bubble reappears. If it is still not visible then I'm afraid it will probably need to be another call to Sky customer services.

Good luck 🤞

Re: Will the nightmare ever end?

Redjbourne4 — Mon, 14 Jul 2025 17:37:51 GMT

Thank you again matey, really appreciate it.

Officially losing sanity - picture too fast

Redjbourne4 — Thu, 07 Aug 2025 18:04:52 GMT

I've posted about this before - basically my picture is moving too fast, I've disabled Trumotion and it's made no difference, been through every diagnostic imaginable. BT said the broadband is fine no issues. If the picture was slow I could understand it, but it's the opposite problem. Someone must have had this experience and know a cure, things are getting desperate. Ethernet cable makes no difference. Losing my mind trying to find a fix...

Re: Will the nightmare ever end?

Gordon461 — Thu, 07 Aug 2025 20:14:56 GMT

@Redjbourne4 have you tried Sky customer support by telephone? They should be able to assist you, or they will decide to send you a new puck.

Good luck!

Re: Will the nightmare ever end?

Jporch316 — Thu, 07 Aug 2025 20:41:10 GMT

@Redjbourne4

are you able to try the puck in another tv ?