topic Re: sky puck connection problems in Broadband

sky puck connection problems

Msh14568 — Sun, 16 Mar 2025 15:03:11 GMT

Less than one month after switching broadband, tv and phone to sky i am beginning to think I made a really bad decision.

The broadband speeds are at best less than 1/3rd what I should be gettings.

As for the tv service using the sky puck. I have never seen something so poor.

After the first weeks of using the puck on ethernet I had to unplug from ethernet as it would no longer connect. I changed to Wi-Fi which seemed to work for a couple of weeks but not I cant watch anything for more than a few minutes without it freezing and display a message saying the progamme is loading please wait a few minutes then giving a technical fault message. This is truly terrible service.

Re: sky puck connection problems

Msh14568 — Sun, 16 Mar 2025 15:10:14 GMT

Additional. Iave just run a broadband speed test.

I should be getting up to 65MBPS. I am getting 0.76 mbps download and 0.20 upload.

Re: sky puck connection problems

Mark39 — Sun, 16 Mar 2025 15:20:47 GMT

Sky tell you what speed to expect to your Hub, which is where the 65Mbps comes from. I'm guessing your speed test was carried out over wifi, which shows your speed from your Hub to your device.

If your Puck is also connected over wifi, that result is an indication of why it's performing poorly.

Sky may be able to help improve your wifi speed with a booster, or you might need to consider an alternative broadband connection to your Puck - either hardwired, or using power line adaptors.

Re: sky puck connection problems

lettice — Sun, 16 Mar 2025 15:55:57 GMT

@Msh14568

I've moved your thread from Sky Stream to Sky broadband.

Afraid, until you get your broadband running correctly, you will not have any chance of running a stable Sky Stream Puck.

Hopefully, those on this section, that help with Sky broadband can push you in the right direction to get your broadband speeds working as they should be.

Re: sky puck connection problems

Msh14568 — Sun, 16 Mar 2025 16:10:41 GMT

the braodband test was done from a laptop on ethernet NOT wifi.

Re: sky puck connection problems

Msh14568 — Mon, 17 Mar 2025 15:56:47 GMT

I am unable to find the discussion on broadband.

Also the broadband seems to be perfectly ok for every other device except the puck.

Judging by the number of discussions about the problems with the puck, moving the discussion to broadband seems like a calssic case of passing the buck.

Someone needs to sort this.

Re: sky puck connection problems

jamesn123 — Mon, 17 Mar 2025 16:25:07 GMT

@Msh14568

To start with please post a screenshot of the following things;

- A completed line test on the My Sky app

- A speedtest completed on speedtest.net on a device connected to the hub via ethernet

Re: sky puck connection problems

Msh14568 — Mon, 17 Mar 2025 16:25:21 GMT

Additional. It definately is not the broadband that is the problem. The puck is the problem.

I connected to puck to my 5g phones mobile hotspot which is very fast, and still the puck keeps freezing.

Moving the dicussion elsewhere was entirely pointless and not at all helpful. I have now made an official complaint to sky.

I didn't have these problems with BT on a slower connection. I only left them because thier price was too high and thier customer service was apalling

Re: sky puck connection problems

jamesn123 — Mon, 17 Mar 2025 16:30:10 GMT

@Msh14568

A 5G connection, while fast, can still have a high latency to the mobile antenna which would cause issues for Sky Stream. We need to determine you have a healthy broadband connection before addressing Sky Stream troubleshooting.

I understand the situation is frustrating to you but if you keep just coming up with your own conclusions & not accepting what the other users on this forum are saying then there is no point in anyone trying to help.

Re: sky puck connection problems

Msh14568 — Mon, 17 Mar 2025 16:32:25 GMT

Re: sky puck connection problems

Msh14568 — Mon, 17 Mar 2025 16:39:29 GMT

Whilst I realise you are not a sky employee, that kind of response is not at all helpful and to be honest I find it condescending and insulting

I am not someone who just "Makes up my own conclusions". I went through Post after Post of many others having the same problems.

Please be more considerate when making a response to people who are just seeking help

Re: sky puck connection problems

jamesn123 — Mon, 17 Mar 2025 16:45:00 GMT

@Msh14568

My response was not condescending or insulting, it was pointing out exactly what you did. You specifically stated "It definately is not the broadband that is the problem" which is coming to a conclusion.

You have now posted images which show your broadband is not performing as expected as your line speed is showing 30.5mbps when you said you should be getting 65mbps, your speedtest also shows a much lower than expected figure when it comes to the throughput. 8mbps is not sufficient to run Sky stream hence why you are having issues.

All of my responses have been perfectly helpful and friendly, however you do not seem to think so therefore I will take no further participation in this thread.

Re: sky puck connection problems

Msh14568 — Tue, 18 Mar 2025 11:36:44 GMT

Sincere apologies. I am having a really rough time at present dealing with bereavement and this happened at a really bad time.

Just to say, you were right. It was the router. Following a full factory reset everything now seems to be stable.

Sorry again. I let my frustration get the better of me.

Re: sky puck connection problems

jamesn123 — Tue, 18 Mar 2025 13:50:29 GMT

@Msh14568

No problem, we all have gone through bad times and they can sometimes get the better of us. I did not mean to be condecending when I said Im sure the situation is fustrating for you, I meant it, I have dealt with WiFi issues before and it does my absolute nut in sometimes.

I am glad you've sorted the issue with the router out & I hope things are on the up for you, sorry for your loss.

Re: sky puck connection problems

Xantho — Sat, 31 Jan 2026 16:45:23 GMT

Sky puck keeps dropping connection to internet but every other device in the house is fine. It is connected with Ethernet cable. If I turn router qnd puck off then on after 5mins then I get sky Tv. If I change my Tv to watch a different device like Netflix or prime (not through my sky interface) then I love Tv connection again (supposedly no network connection) this happens a couple of times a day. If I turn Tv off qnd on again the same occurs

Re: sky puck connection problems

JimM1 — Sat, 31 Jan 2026 18:03:37 GMT

@Xantho Would just leave the sky Hub alone, try just the puck off by itself as an option, see what happens to it all, ethernet cable connection is by far the best for connection, but NO other issues then your hub seems to be good, and then it;s all about what you can stream over EVERYTHING that is connected via the Hub, all devices demand and get when required!

Re: sky puck connection problems

JimmyC — Wed, 18 Feb 2026 13:39:18 GMT

Can anyone help with this please

Re: sky puck connection problems

JimM1 — Wed, 18 Feb 2026 13:43:17 GMT

@JimmyC See if the help does anything!

https://www.sky.com/help/articles/sky-wifi-booster-what-do-you-need-help-with