Sky Full fibre 150 installed but sky TV is pixelating/freezing

[FB90]

I just had sky full fibre 150 installed today and connected my TV to it as well as I have a sky tv package, but all channels keep pixelating/freezing when I try to watch anything. When checking on my phone my network connection shows as 149mbps. But when checking on my tv the network connection speed is showing as 4.85mbps. I live in a small 2 bed flat on one floor and the sky engineer said it would be no problem for the connection to run through the rooms. How do I fix this please I'm not wanting to pay for a full fibre 150 package to not then be able to use any other devices other than my phone and that only when I'm in the room next to the router too. The full fibre was drilled and aligned into the flat from outside and connected to where ever it is outside the flat.

[JimM1]

@FB90 Are you connecting the TV to the Sky router as a wireless Wi-Fi connection, what sky router do you have, and what is the distance from the TV to the Router, floors walls all in play?

[FB90]

Hi yes it's connecting via wireless WiFi connection, the router is the Sky Broadband Hub (not sure if this is what you mean). I initially had the TV Puck underneath the TV unit and moved it to the top to be closest to the door and that helped marginally but still pixelating/freezing. 

It's a one floor flat and the living room with the TV is diagonally across from the room which has the router. It's in a L shaped format so 2 walls technically between the TV Puck and router - the living room wall and the other room wall. 

[JimM1]

@FB90 Effectively the problem that you are saying is the wireless wi-fi signal from your Sky Broadband Hub, black one, to the Sky Streaming Puk unit is looking like a poor wireless Wi-Fi signal between both off those devices. Your Hub, was it working fine before the FF install or is this all new installation.

When a New installation occur's the Fibre ONT get's position on the wall, and the Hub with the short cable supplied just sit's near that location, people pop it on the floor, and that can be one off the worst positions for any router to be at, so just trying to get the idea what and where it all is... Will see if i can find the Sky link about positioning the ideal spot for the Hub, just does not work out for everyone so it's a give and take... Then what is going to be the best to get a good working stable home wireless signal. Run the service checker below then click about the Wi-Fi and then to Connected Devices, that will show you what the system thinks about your home.

https://www.sky.com/servicechecker

Set up your Sky hub | Sky Help | Sky.com | Sky Help | Sky.com

[JimM1]

@FB90 Have a look at the link below when you get some time, will help in some cases.

https://www.howtogeek.com/428216/where-to-place-your-router-for-the-best-wi-fi-speeds/

[FB90]

So I have restarted everything and moved the router as close to the living room and up off the floor as much as the short wire allows. Currently the router is standing about half meter off the floor. When I run a service checker now all my devices (not including the TV puk) shows great connection even in the other rooms. The only device showing "poor" connection is the Sky streaming service puk... When im on my phone next to my TV my speed check on the phone is 150mbps but the tv is still showing around 4.85mbps. It seems like "live" TV channels are having the most issues. Old recorded shows don't have any issues playing without freezing/pixelating. 

[JimM1]

@FB90 Thanks for doing all that, now is the last bit, your TV puk, what is it, what make etc, same out of a cabinet etc.

These devices i have NO knowledge off but will find and point you in the right direction, If you need to get a slightly longer cable for a better placement of the router, CAT5e is all you need, have a look on Amazon will give you the idea, 1M 2M 3M 5M 10M lengths etc...

Will when you give me the info on your puk as you call it, anything you know is good, worked great until etc.... If you can also take a quick look link below so I know that is the right type etc, Not used Sky TV for years but had HD+, Sky Q, but now running my own sat box instead...

Sky Stream - Board | Sky Community

Just took a quick look at the sky cable sent to me, think it's the one with the yellow connector's and it is a 1Metre length, i never used mine as router position i did all special for my own router/hub network positioning.