topic Re: Several Issues - Do people have the same or have they been rectified in some way? in Sky Stream

Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Thu, 16 Apr 2026 09:18:53 GMT

I have moved from BT to SKY and continually had issues:

doesnt fast forward or fast forwards and doesnt stop - I have to change channel or leave the app which then means I have to start all over again.
subtitles randomly appearing - again change channels and come back, meaning I either miss some of the programme or if it has been paused, miss large chunks of the programme.
sound going - same resolution as above
pixelated screen / grey screen - again change channel and come back
TG4 channel has no sound ever
moving down through the channel guide sometimes doesnt move or jumps too far and then when I do want to 'page down' it only goes one channel at a time
the remote is meant to be bluetooth but I still have to point the remote at the puck or make sure the puck or remote arent blocked by anything.
fibre broadband doesnt cover my house which isnt massive, I had no issues with BT however I still drop connection even though I have TP-Link extenders to try to enhance it.

I have spoken to SKY twice and the issues steady for a week or so but then go right back to the above. I even think Ive missed some other issues but because there are so many Im losing track of them all!

Re: Several Issues - Do people have the same or have they been rectified in some way?

Stephen+Mourton — Thu, 16 Apr 2026 15:03:42 GMT

@TonyClose Usually with all these issues it is down to a couple of reasons. Firstly check your broadband speed if you don't already know it. Go to Netflix (you don't need to subscribe if you haven't already). It should be 25-30 Mpbs at least.

The other reason can be your set up. Firstly let us know where your router is in relation to your Sky puck. Also check that you haven't placed anything touching it. Ideally have it alone on a shelf with nothing else near it for about 6 inches. Again if you are in doubt let us know where you have placed it. Or experiment yourself bearing in mind the above points. I hope that sorts it for you.

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Thu, 16 Apr 2026 15:15:18 GMT

Thanks for the reply Stephen.

I have a download speed of 308Mbps, the router is less than 3 meters from the puck and the puck is sitting on a shelf by itself.

I do think its an issue with the router as I get nowhere near the same coverage as I got from my BT one.

In saying that though it doesnt explain why the 'bluetooth' remote needs to be pointed at the puck or doesnt work if its not in direct vision of the puck.

Re: Several Issues - Do people have the same or have they been rectified in some way?

lettice — Thu, 16 Apr 2026 15:28:21 GMT

@TonyClose

As mentioned above.

Having a good local network is a key factor for having a reliable experience with Sky Stream.

Other devices in yiur household may work fine, but Sky Stream can at times be temperamental for some.

For your remote, have you tried repairing it?

You may have done already, if not try

Press and hold 7 and 9 together for 3 seconds.
Press and hold 1 and 3 together for 3 seconds

For your other issues.
Can you do a test via the 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 several times, over say a half hour period during tests.
What is your speed for each puck?

Also, even though you mention having the puck in the open and on its own, and some of the below may not be the case, it may be suffering from interference and often we find one or more can be some causes.

Make sure you have a good 6-8 inches free on all sides of the puck. Which you say you have.
Do not stack the puck on top of any other device.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Thu, 16 Apr 2026 15:40:05 GMT

278.47Mbps on Netflix

I also tried the remote reconnection as per below and nothing happens apart from the remote not working for a few seconds.

I do find it a bit hard to believe that with all the technology today that the puck needs to be positioned as per below (i do have it away from evything btw) as I never had to do that with my BT set top box and it was sitting directly on top of a PS5 for years and there was a surround sound system beside it. Seems like SKY are going back in time if their equipment struggles with interference so badly! lol

Re: Several Issues - Do people have the same or have they been rectified in some way?

lettice — Thu, 16 Apr 2026 16:07:21 GMT

@TonyClose

Its not looking like any kind of networkmos sppee issue then.

Thank you for your update, so promptly.

Think it maybe worth a chat with Sky.

If your happy to, we can escalate for you to chat with the Sky community escalation team and they will work further with you and look maybe to also offer a replacement puck, that may be faulty with such multiple issues.

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Thu, 16 Apr 2026 17:57:13 GMT

Thanks, they have already contacted me

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Mon, 20 Apr 2026 11:28:21 GMT

I might need you to escalate now as the chat didnt get resolved and I had to go on Thursday and now its not continued when logged in today

Re: Several Issues - Do people have the same or have they been rectified in some way?

lettice — Mon, 20 Apr 2026 12:11:39 GMT

@TonyClose

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Several Issues - Do people have the same or have they been rectified in some way?

_Claire — Mon, 20 Apr 2026 12:14:46 GMT

Thanks for escalating this @lettice We’ve sent @TonyClose an invite to chat.

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

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Wed, 29 Apr 2026 08:41:58 GMT

My chat box from yesterday where i was deailing with Matt & Laura, the Sky representatives, is now gone?

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Thu, 30 Apr 2026 08:57:20 GMT

Still nothing from SKY with an update, finding this all a very poor service!

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Thu, 30 Apr 2026 14:50:38 GMT

Could you escalate this again as my chat box from two days ago which was dealing with some issues has been closed and I dont want to start all over again

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Fri, 01 May 2026 09:28:24 GMT

I still havent had a response.

I was in a online chat with a sky representative regarding my issues above and went through a troubleshooting sequence over the last few days. Checking the difference in a wired connection and a wifi connection. This entailed running a cable from one room to another, not ideal but as a temporary test I done it. The pick seemed to be stable on a wired connection indicating it is a wifi issue. The representative asked me to turn off my router which I done but he was still seeing it connected. We were to continue to try to resolve however I had to go out and now cant get response from sky to progress to the next stage.

Ive removed the cable link and the puck is back to being temporamental. But now Im stuck in limbo as cant get to speak to anyone and the original chat is closed.

Really struggling with SKY at the moment. The equipment obviously cant do what it is supposed to. I had SKY numerous years ago and my setup is the exact same. I had no issues previously but since I have returned to SKY and got their 'upgraded' equipment it cant cope with what it should do.

And no one wants to help! Its like they know its not fit for purpose but want to fob you off! This forum shows the numerous issues everyone is having so its not just me! Would really appreciate some form of communication or reasoning to what is going to be done to resolve the issues!

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Tue, 05 May 2026 10:30:25 GMT

Am I just being ignored now with my issue that still hasnt been resolved? Can someone from SKY restart the chat please?

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Tue, 05 May 2026 11:31:33 GMT

@_Claire @lettice Can either of you help me?

Re: Several Issues - Do people have the same or have they been rectified in some way?

lettice — Tue, 05 May 2026 11:57:25 GMT

@TonyClose wrote:

@lettice Can either of you help me?

My last post with you was on the 20th April for an escalation.

Did you engage with that, as see on the 29th you mentioned speaking with Sky later about your issues.

Did the previous escalation or the 29th offer anything to try?
Not understanding the flow of your posts.

Anyway, if your still having the issues in your first post, we can escalate for you again.

Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Several Issues - Do people have the same or have they been rectified in some way?

TonyClose — Tue, 05 May 2026 12:05:40 GMT

Thanks @lettice I was in the process of trying out various things with the Sky representative on the chat and thought we were coming to a resolution however the chat closed and I couldnt get onto it the next day to take it to the next stage.

I am just getting really really frustrated as the issue is obviusly the quality of the Wifi to the puck or the pucks ability to receive the wifi connection steadily. I had the same setup years ago with SKY and also BT but the quality of product appear to have decreased or are not fit for purpose.

Re: Several Issues - Do people have the same or have they been rectified in some way?

Danz994 — Tue, 05 May 2026 12:13:32 GMT

Good Afternoon @lettice Thanks for making us aware of this. I'll send @TonyClose an invite now and we can assist further. Thanks, Danielle