Freezing of Live Stream with Sky Glass Puck

[DM551]

Only had Sky Glass TV for one week.  The actual Sky glass tv works perfectly using WiFi.  However second tv using Sky Puck is freezing about every 10 minutes when watching live TV ie football, F1 etc and requires puck to be rebooted, which is very annoying.  WiFi and Broadband speeds both sufficient.   Any ideas welcome to resolve (currently having ongoing conversation with Sky engineer) 

[GD1]

@DM551  For awareness Sky Glass is the TV, for the puck you have a Stream puck, there has never been a Glass puck.

When you say speeds are both sufficent how have you carried out the speed test on the Stream puck?  How do you know you are getting the speed to the puck for it to work properly as based on your info it would suggest that is not the case.

On th stream puck open the netflix app, go to setting, get help and run the connection test, what speed is being reported?

As well as speed you need a stable wifi connection, interference from neighbouring wifi signals can cause issues, have you run a wifi analyser app on your phone to check what channels are being used and by how many different signals?

It is surprising how many different signals near you are using the same channels as most ISP hibs use the same default channels on both 2.4Ghx & 5Ghz bands.

Have you also split the wifi bands so that you can set Glass & Stream to use the faster band rather then the slower 2.4Ghz one?

[DM551]

Yes I meant stream puck.  Checked  this through the Netflix app - saying 62.93 and wifi is 64.    The live stream coverage lasts 10 minutes then freezes no matter what time of day watching the tv.  

[lettice]

You should get a pretty good experience at that speed, if that speed stays stable to your puck.

Having a good local network broadband reach is key to Sky Stream.

Might be worth running the Netflix test over a longer period, say for an hour at some of your busiest network use times, doing a test every five minutes and see if the speed varies.

Also, it may be suffering from interference, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change your puck to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.

Turn wifi OFF under Network if connected via ethernet.

[DM551]

Thanks, I will try the speed test for longer etc.   I have a call tonight with a sky engineer, maybe a new stream