I have just got off the phone with Sky Tech team.
We have been having issues from about a week after installing Glass. The first week it was working absolutely fine and nothing whatsoever has altered in setup nor position of any of the equipment.
After days in end of freezing picture, menus missing and blue screen " no WiFi connection" messages, all that I wanted after several weeks of powring down and powering up (as per Sky Glass help) we were getting pretty brassed off, as many others in this forum have said, all that we wanted was to be sent a brand new Puck unit because we are convinced it is faulty. Having read the thread, I'm not so sure now!
Spoke to someone who refused point blank to send out a new unit, stating that that was a last resort and that there was much more that could be done before that would happen.
After much "getting frustration at Puck" off my chest (albeit very politely), I agreed to let him run me through any procedures that he needed me to perform.
He asked me to look at the software version first under the settings. Now can me cynical, but if this is a brand new, out of the box unit and no software updates have yet been issued by Sky, why would they even ask you to do this!? Never mind...... NEXT!!
Oh there isn't a next!?
""No sir. I can see here that your Puck hasn't got very good reception from your router, so we will have to send you a signal booster""
I'm sorry, what???
My Puck is situated in direct line of sight of our router and its having ALL the issues.
Very few issues with Glass TV, which is in the main bedroom, through 2 walls & a ceiling in-between, with electrical wires and metal pipes in them. Not only that, it's across the other side of the house as well.
So you are telling me that it's an issue with the WiFi connectivity?? My Sky Q had more problems because it was setup the other way round previously, with the Mini box in the bedroom. Like a lot of other Sky customers switching to Glass, we set up with the new TV in the bedroom and the Puck in the lounge/sitting room (depends on where your from in the UK!! Lol)
"Oh no sir, WiFi doesn't work like that. The router could be 1ft away from the Puck , but if it had lots of wires or a wall with press and wires in it or in another room, then it would still have problems! You see, the signal comes out of the top of the router like a Mushroom and so it's not that straight forward. If I had to explain how WiFi signals work to you sir we'd be here for hours! It's very complex! Besides that, Sky Q only runs on around 6mbps but Sky Glass needs around 40!""
So what your telling me is the Puck that (if it had eyes!) can see the router, as its in its line of sight with no doors, walls, wires or otherwise in-between, can't receive a strong enough signal from the WiFi router, yet my Glass TV is virtually without issues and is positioned upstairs in the bedroom, nowhere near the router!?? Why don't we just have a new router then which is more modern? The one we have is the original one we got when we signed up to Sky broadband over 4 years ago!??
""No sir, Sky will only exchange your router, like for like. So you'll just get the same router again!""
Sorry?? You mean to tell me that Sky haven't updated any of their router equipment for over 4 years, whilst technology has advanced in the wider world??!!
" the best thing would be for me to send you the signal booster sir""
What about hard wiring it with an ethernet cable?
"Oh yes sir, that would work too but the router will need to be into the main socket"
What socket now??
"The main BT socket that comes into the house for phonecalls"
Oh that! Well of course it would! I'm not that much of an idiot not to know where it needs to be plugged in. After all the router we have is plugged into that MAIN SOCKET now.
"Ofh yes sir, I can see that from here. Its just a weak signal to your Puck unit that is your issue. The booster should sort that out. It will be with you in 3 to 5 working days.""
OK thank you for your help!! Bye!!
Now, I'm not the absolute expert in the world on WiFi and signals and patterns etc, but I'm old enough and stupid enough (called life experience!) to know when I'm being told a barrow piled high with good old fashioned farmyard **bleep**!!
If I'm wrong, then please 🙏 done expert on here tell me I'm wrong!!??
Besides, the issues being reported in this thread, with Puck units is a "known" issue with them and not with the WiFi router. Why didn't the Tech person just tell me that and that would have been an easy sell??
I would have just told him to reconnect my Sky Q service!! It was far less of a hassle!!
Besides, the boxes that are supposed to have been sent by Sky automatically following our Q service being terminated & to return that equipment, have still yet to arrive. That's over 6 weeks now!
After over 6 years of a virtually unblemished and excellent service record with Sky ( Gold VIP no less!) Lol, the last few weeks have really got us thinking that we should just switch to Virgin cable instead!
Apologies for my Yorkshire derived sense of humour and sarcasm. It's not meant to upset anyone!
Puck problems
