topic Re: Sky Puck lagging in Sky Stream

Sky Puck lagging

Samjo53 — Thu, 28 Aug 2025 20:32:25 GMT

Absolutely fed up with the Sky Puck lag it's on every channel I have tried and reset WiFi turned on and off everything it asks you to do but still **bleep**! 💩

Sky to contact me

Samjo53 — Fri, 29 Aug 2025 14:17:32 GMT

Please can someone from sky contact me with regards to my Sky Puck lagging and we have completed all the checks and even reset everything

Thanks

Re: Sky to contact me

Fothergill1 — Fri, 29 Aug 2025 14:20:17 GMT

Hi @Samjo53 Unfortunately no one will contact you from a post on this public forum as we are customers like yourself. You will need to call Sky direct to discuss your issue.

Re: Sky to contact me

Samjo53 — Fri, 29 Aug 2025 14:27:27 GMT

I was sent here by Sky when I asked for help with Sky Puck.

I have managed to raise as issue but they are unable to check since 1.30am this morning!

Oh well kids will be happy 🤷‍♀️

Re: Sky Puck lagging

MarkGoldsmith — Fri, 29 Aug 2025 18:44:10 GMT

@Samjo53 wrote:
Absolutely fed up with the Sky Puck lag it's on every channel I have tried and reset WiFi turned on and off everything it asks you to do but still **bleep**! 💩

Have you tried disabling the Wifi on the puck's settings, connecting via an ethernet cable and then rebooting the puck by turning it off at the plug for a couple of minutes? Its quite possible the cause of your issue is Wifi signal strength/stability

Re: Sky Puck lagging

Samjo53 — Sat, 30 Aug 2025 21:58:04 GMT

Re: Sky Puck lagging

MarkGoldsmith — Sun, 31 Aug 2025 06:52:07 GMT

Have you tried testing with an Ethernet cable as previously suggested?

Re: Sky to contact me

David89898989 — Sun, 31 Aug 2025 08:43:34 GMT

Do you have a number customers can use to call? I'm going round in circles trying to get my issue sorted and the virtual assistant is worse than useless

Re: Sky Puck lagging

Samjo53 — Sun, 31 Aug 2025 13:47:19 GMT

Where does it state has to be connected to Ethernet as my hun is another room from tv

Re: Sky Puck lagging

MarkGoldsmith — Sun, 31 Aug 2025 14:35:02 GMT

@Samjo53 wrote:
Where does it state has to be connected to Ethernet as my hun is another room from tv

Its doesn't HAVE to be connected via ethernet but an ethernet connection removes the instability of a Wifi connection ( and typically a number of issues people have is due to Wifi network related issues).

It doesn't matter if the router is in another room you can use powerline adapters to easily connect via ethernet cables.

Re: Sky Puck lagging

Mark39 — Sun, 31 Aug 2025 15:45:06 GMT

@Samjo53 you appear to be posting on the same subject in multiple threads. The answers will be the same..

That is, it's most likely that poor wifi is the cause, of the problems you're having, as evidenced by the service checker results you posted elsewhere.

Re: Sky Puck lagging

Samjo53 — Sun, 31 Aug 2025 15:48:00 GMT

So the WiFi is not the service I am paying for and therefore also affecting my Puck.
I will be asking for compensation

Re: Sky Puck lagging

Mark39 — Sun, 31 Aug 2025 15:52:36 GMT

See: https://www.sky.com/help/articles/wall-to-wall-wifi-guarantee

It's a fairly slow speed that's guaranteed.

Re: Sky Puck lagging

Samjo53 — Sun, 31 Aug 2025 15:54:47 GMT

So not fit for purpose then if the WiFi does not meet the requirement speed!

Re: Sky Puck lagging

MarkGoldsmith — Sun, 31 Aug 2025 15:59:45 GMT

@Samjo53 wrote:
So not fit for purpose then if the WiFi does not meet the requirement speed!

@Samjo53 , unfortunately, the strength and stability of a wifi network vary from property to property. There are many things that will cause interference with a Wifi network including other local wifi networks, the thickness of walls and floors in your property, and even things like the composition fo your property ( for instance if you have metal gurders in walls or floors the metal will block/weaken Wifi signals). Even things like radiators will weaken a Wifi signal.

As there are local factors like this, very few ISPs will necessarily be able to guarantee the strength and stability of the Wifi signal in your property to a great extent.

Re: Sky Puck lagging

2muchTV — Sun, 31 Aug 2025 16:54:40 GMT

Fully agree with @MarkGoldsmith

The only thing I would suggest is consider purchasing and installing your own Mesh/ network system.... when lockdown came and working from home came to the fore, I upgraded my network and purchased Asus XT9s... they are not cheap but I have WiFi everywhere I need it most.

Re: Sky Puck lagging

Mark39 — Sun, 31 Aug 2025 17:43:55 GMT

@Samjo53 or give Sky a call and ask to cancel your streaming service....