Why is it my problem?

[CHARLESRENTON]

I have an issue with connectivity. Spoke to Sky & apparently I need to move my router & Puks to a more stable & connective location. Sky engineer set up router & puks so not sure what I am supposed to do that improves on his work. Regular drop outs on connection to Sky glass & puk regardless what it it says re Sky records. Very frustrating as paying a premium. Sky. Sort it!

[CHARLESRENTON]

I can access apps but not regular channels on Sky Glass. Turned off /on router but no difference. Called help desk. Apparently I need to move routers / puks until solution resolves itself. Pay a premium to sort it out myself 🤷‍♂️ 

Virgin / BT can you do better? Can't be worse surely 

[IntVic]

It sounds like your WiFi signal is not strong enough to reach the pucks. 

Sky have equipment to improve your signal or you could install your own mesh network (at your own cost-sorry).

What I have now is reliable and strong WiFi in every room, garden and garage. 

My network:

3 x Asus mesh nodes (AP mode)

3 x powerline plugs (for outdoor 24/7 streaming camera) 

1 x Tenda mesh node (AP mode for Ring security cameras in detached garage, garden & driveway). 

[lettice]

Having a good local network broadband reach is key to Sky Stream or Sky Glass
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks or Sky Glass.
Launch Netflix on your pucks or Sky Glass (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Sky recommended minimum broadband speed is 25Mbps. 

Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

The Sky Sports Main Event live sync option will add another few Mbps per puck, when in use.

Also, it may be suffering from interference if you use a puck also, 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 both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here;

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Jporch316]

Hi 

a cheaper alternative to mesh networks is powerline adapters. Easy to setup and a fraction of the price 

[TimmyBGood]

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@CHARLESRENTON wrote:

Sky engineer set up router & puks so not sure what I am supposed to do that improves on his work. 

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There's no installer support for Glass television sets or Stream pucks: these are products from Sky under Comcast ownership and don't have the same business model as the historic satellite platforms.