topic Re: New Puck Troubleshooting in Sky Stream

New Puck Troubleshooting

MossleyBantam — Sun, 26 Oct 2025 06:23:46 GMT

Hi all,

New to Sky Stream/puck as of a few days ago. Moved from BT at end of contract and received Puck a few days ago. Now that's where the issues start.

Puck set up and keep getting freezing/no sounds/screen going grey issues.

As some background context, we've actually been having issues with our WiFi speed (coincidentally ever since BT became aware of us leaving, but I'll say no more on that) and we have had an engineer come out to fix it. Speed tests show we get between 30 and 65mbps but the speed appears volatile.

My question is therefore: The Puck issues I've mentioned, do we think it's more likely they are Puck issues, or associated with the connection?

Our Sky router (and upgrade to Fibre) is due to be completed Tuesday.

Is it worth waiting to see if that resolves the problems or should I get in touch with Sky now?

Cheers

Re: New Puck Troubleshooting

BenJoBanjo — Mon, 27 Oct 2025 11:48:04 GMT

@MossleyBantam

Speed fluctuations are the nemesis of Sky Stream.

A fast and stable broadband connection are essential for Sky Stream to function. Without it you'll struggle to get any form of reliable service. SkyOS and the pucks differ from most other streaming services in that it is almost entirely server-based, with very little on the puck itself. All the apps, your playlist etc, are all stored remotely on the server. You therefore need a fast, stable and constant connection for the service to function.

Your broadband should really be higher than 30Mbps constantly for the puck to perform better.

Re: New Puck Troubleshooting

lettice — Mon, 27 Oct 2025 13:55:30 GMT

From your current broadband speeds, you are going to be nearing the lower limit for Sky Stream to work effectively.

The plan to wait for your Fibre connection with Sky that arrives soon should be a game changer for you.

Sky recommended minimum broadband speed is 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or watch in UHD.

Using the Sky Sports live sync will add a few Mbps per puck and an initial 6-10 Mbps sometimes for a handful of minutes before it settles down.

A good way to test the speed is to 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 over an hourly period and preferably at your household busiest internet usage times.

Let us know, when you get your Sky Fibre broadband and how it progresses for you.

Hopefully it will solve your issue.

Make sure in the settings menu for your Puck, that you reset the Network settings, when you have Sky installed.

Select Network settings
Select Reset.
Wait while your network is checked, then select Confirm.
Now, follow the on-screen instructions to connect to a Sky hub

Re: New Puck Troubleshooting

MossleyBantam — Mon, 27 Oct 2025 15:01:28 GMT

Thanks @lettice @BenJoBanjo

I think the issue is definitely related to the connection being received from BT currently.

Other items around the house (laptops, TVs, phones) won't connect either. If we weren't leaving BT I'd be going mad.

Engineer is due tomorrow at 8am. Cannot wait!

Re: New Puck Troubleshooting

MossleyBantam — Thu, 30 Oct 2025 07:24:24 GMT

Well, as expected the changeover to Sky Fibre has resolved the problem. Averaging 130-150mbps now.

Happy days.