topic Re: Puck says poor connection in Sky Stream

Puck says poor connection

PhilandNicky — Fri, 13 Mar 2026 22:41:59 GMT

The connection checker on the app says my puck has poor connection or often says it can't be contacted at all. Sound on tv programmes pauses for a few seconds, so I assume this is down to this poor connection, but there seems no way to fix it. Restarting everything makes no difference. Do I need a new puck and if so, how do I request one?

Re: Puck says poor connection

lettice — Sat, 14 Mar 2026 07:32:27 GMT

Before you look at a replacement puck.

Can you do a network speed test on your Puck.
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 several times, say over a half hour period between tests.
What is your speed?

Re: Puck says poor connection

PhilandNicky — Sat, 14 Mar 2026 09:28:19 GMT

Great, thanks. I'll run those tests later today and get back to you.

Re: Puck says poor connection

PhilandNicky — Sat, 14 Mar 2026 19:34:40 GMT

That says 57mbps, which is the same as broadband in this area. Does that mean it's an error with the app rather than the puck speed?