Sky Puck and Ethernet

[Jporch316]

@Leslie2309 

Yes sorry it looks like there s an issue at the moment accross the board 

[Jporch316]

@Leslie2309 

See thread below with sky employee post 

https://helpforum.sky.com/t5/Glass-Stream/Live-TV-There-s-a-technical-fault-with-the-channel-Please-...

[Heatherpy]

I've had sky stream for about a week now. Very disappointed with it compared to sky q that I had before. Live tv works very briefly, then we just get a black screen. Extremely annoying. It has only been remedied by switching plug off and on again. Not good enough.

[trotts]

Sky glass is a total fail, constant lockups and reboots. I did switch all sky glass options off , didn't get a lockup tonight but I was watch8ng Netflix through Xbox most of the night. Looks like small claims here we come.

[Walkabout+syd]

@Stevereux Have same problem like many others for the last week Sky advertise Sky Stream daily on TV and newspapers daily at the moment. IT'S  NOT FIT FOR  PURPOSE. I fitted 10 metres of ethernet cable hoping for a fix no difference. Sky stream is like a beta prototype version not yet perfect but introduced to public for testing. 

[ColRyWi]

I have 3 pucks and it's only the 2 newer ones that have this problem, however it's intermittent and sometimes the box's work fine for several days, this week alone the living room box has gone off twice in one evening, surely sky should have a better fix for this than turn it off and on again. Just for clarification this is happening on 2 of the boxes with exactly the same settings, on normal tv, (not Netflix ect. ). The picture will suddenly go black, (no errors). And only way to get the picture back is to power off the box and power it back on. We need to know is it a hardware issue in which case we can return the boxes for new ones or is it software in which case Sky really need to be working on a fix to send to the boxes? It's not a broadband issue I have a 900mb connection, which reaches all areas of the house using Xen-Wi-Fi. We are using the provided hdmi cables into 2 LG 4K tv's and a smaller 1080p LG in my father in laws bedroom. You shouldn't have to change settings on the boxes to get them to work properly ( not that any of the suggestions I've seen make any difference at all ). The whole point of them is they should just work out of the box (which they do) then should just keep working. So over to Sky, why are sky stream customers having so many issues with their boxes. 

[Pazam]

Hi,

I'm having the same issue. My Sky Stream kept stopping on Live TV randomly for the past few weeks now, shows the same message and kicks me out back to the home screen. When I select any channel again, the screen is just black.

I have to keep unplugging and replugging the box again to fix it, which works fine, then after a few hours, the same thing happens again! It was worst yesterday, as it happen over 10 times.....

I have ethernet connected to it and my broadband and speed are fine.

It is getting to a point that I can't use the box anymore to watch Live TV......and I can't cancel since I'm in contract.

[Lisa-P1987]

We are still looking to help you DazzzerH. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Citrax]

@Lisa-P1987 what about the rest of us, all having the same issues?

[DazzzerH]

Hi Lisa,

I hadn't managed to start a live chat since the invite due to working and not having the free time to deal with that.

To be fair though, as evident by the number of people experiencing this problem, and the announcement that the problem is being looked into, I don't know what positive action could be made by me starting a live chat.

Unless you're offering to push an update through to my devices or roll them back to a known stable version I do not see the point of starting a live chat. I'm not interested in wasting my valuable time with someone asking all the routine time wasting diagnostic troubleshooting questions. The problem is with your software coding.

Personally I'm going to give 2 weeks to see if a new stable software version gets pushed, else I'll have to cancel as part of my cooling off period. How such a problem got through quality testing is just staggering!

[NuStream23]

I have just switched to Sky Stream and am facing what I guess is the same issue. Every couple of days the puck will not tune to a channel from the live tv guide. Once this happens no live tv will load but apps will normally work ok. Sometimes it seems to correct itself when left along for a (long) while but today I corrected it turning power on/off.

My question is that I am in the 30 day cooling off for an 18 month contract. What are my best options? Should I just cancel the Sky Stream 

?

[Aloysius1972]

I called Sky about changing to the monthly rolling contract as I am in my 30 day cooling off period for my 18 month contract. They told me:

1. That if the puck continues to suffer from this problem (black screeen) then Sky would allow me to cancel my contract even if the cooling off period had expired. They might go through a stage of providing a new puck beforehand but would cancel if that did not resolve things.

2. That Sky would allow me to change from Sky Stream to Sky Q at any point during the 18 month contract.. I would need to pay the cost premium for Q over Stream, but otherwise no problem.

This sounds reassuring and might allow me to stick with Streak for longer in the hope that the software is updated and fixed. 

But would anyone suggest that what Sky told me today is not accurate?

[Karenne]

@Stevereux I'm having the same issues but it happens on BBC for me as well. 

[Formasual]

Exactly same problem for me as others have explained.

first night using Sky Stream, watching Sky Sports News - reached an ad break and now dead on all channels with this error.

unplugging and re plugging worked for now.

[Kellyc36]

Have had sky Puck for not even 12 hours and already fed up of it saying error with channel etc. Literally having to unplug it and restart it or I have nothing. Sick of the issues already and try and call sky and number not recognised or told to sort online.