All channels freezing - sky streaming service is a joke!

[Mark39]

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@NeilF75 wrote:

Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi but programs play fine on a firstick on a £10 a month IPTV system. 🤷🏻‍♂️

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If it's "unwatchable", I'd suggest cancelling if you can, or raise another fault with Sky.

[Dazzasky]

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@NeilF75 wrote:

Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi but programs play fine on a firstick on a £10 a month IPTV system. 🤷🏻‍♂️

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@NeilF75 On your stream puck go onto Netflix and run a speed test to see what speed the puck is receiving 

[TimmyBGood]

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@NeilF75 wrote:

Well I'm soooooo happy that thousands of "other people" are fine, purely on that basis I will shut up and put up with a service that's unwatchable on my 250mbps Sky WiFi

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I'm not saying that at all: I'm suggesting it's illogical to condemn an entire system based on personal experience when it clearly works for others (or else the wider media would be interested by now), and this approach doesn't particularly help with troubleshooting because it tends to lead down inappropriate paths.

[NeilF75]

246mbps on WiFi. 

[NeilF75]

Yeah sorry. I am just frustrated and aware it's illogical to say the system is flawed ... but I complained to Sky about my Puck the engineer said I would have been better going for Sky Q as it has better hardware... 

[TimmyBGood]

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@NeilF75 wrote:

 the engineer said I would have been better going for Sky Q as it has better hardware... 

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Certainly more established  hardware, given it's nearly nine years old, and with the inherent advantage that satellite signal falling on a dish and carried down a cable to a tuning circuit is much more predictable than either internet or WiFi TCP/IP transit (named storms excepted ; )

Also perhaps worth considering that Q was the last product of Sky as a longstanding independent satellite company, while Stream is very much a first generation Comcast offering (albeit from a corporation with its roots in cable television)

Realistically it's fair to say that a main Q box does represent rather more expensive hardware than a Stream puck.

[JWestLondon]

I have recently changed from a 65 inch Sky Glass( now in a skip) to Sky stream. I bought an absolutely fantastic Samsung OLED 65 inch tv on Black Friday with a Samsung sound bar. First of all, I must say that both Sky customer advisors I dealt with were absolutely fantastic in facilitating the change to stream from glass and even applied a couple of offers which brought the monthly price down so nothing in this post is to be construed as a criticism of Sky customer service . I've been with Sky 20 something years

and have always been impressed by the CS agents. . But let's address the technology. I have some sympathy with NeilF75. The picture quality of the Samsung OLED is streets ahead of the glass. Right decision. The puck? According to the Netflix test I'm getting 220 to the puck. Over WiFi. I can't use an Ethernet connection with out running it through the house and why should I ? The technology is designed to be used with wifi and 220 is more than sufficient. The lip synch issue comes about several times a day. And the up/down channel usually puts it right. I reset the puck via the settings every day. Without fail. In anticipation of a problem. And I still have to do a plug out reset once a week so far. I've just watched the Tottenham/ Chelsea game on UHD. To be fair the picture quality is much better than the glass. But... during the exciting extra time I had freezing, black screen, drop outs. I'm not stupid. I know that millions(?) of sky stream users  are having a great experience with no problems whatsoever. So what is the common denominator for those of us on here who ARE having problems? For me, the picture quality has improved 100% by buying a 'proper' tv . But the freezing, black screens, waiting for programme to load, needing to reset/reboot are not much better than my glass experience. What am I , and NeilF75doing wrong?  

[MarkGoldsmith]

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@JWestLondon wrote:

According to the Netflix test I'm getting 220 to the puck. Over WiFi. I can't use an Ethernet connection with out running it through the house and why should I ? The technology is designed to be used with wifi and 220 is more than sufficient. 

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The download speed is only part of the equation. WiFi networks will suffer interference which will affect signal strength and stability which can lead to lost packets. Unfortunately this will affect the user experience as there is no local buffering performed with everything instead running off of Skys servers. This is why customers who have a strong and stable WiFi network don't tend to see a lot of issues and other customers switch over the Ethernet which ensures the strong and stable internet connection to the puck.

You don't need to run an Ethernet cable around a house for it to work, you can get a couple of powerline adapters for £30-£40 which will do the trick.

[TimmyBGood]

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@JWestLondon wrote:

But the freezing, black screens, waiting for programme to load, needing to reset/reboot are not much better than my glass experience.

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As far as we know the same SoC is in both Stream and Glass, and they are running essentially the same operating system, so similarities in failure modes are less surprising than might seem.

[JWestLondon]

Thanks for the replies. MarkGoldsmith , I know about repeaters but I was sold , with glass, and with stream,  a system that was  designed to work over wifi. I'm  aware of the issues around streaming and how speed is not everything. But I'm getting a very low latency and very low jitter from my Virgin broadband. And yes, I know that there was a major issue a year or so  (?) ago when virgin broadband had a major connection issue with Sky but  I think this was sorted and is no longer relevant. TimmyBGood - I think this proves my point doesn't it? The operating system is flaky. May I also add , more politely perhaps than some posters on this forum over the last few months, and with due respect , that you both come across as champion apologists for Sky. May I respectfully suggest you stand back and be more prepared to see others views. Thanks. 

[NeilF75]

I got 2 Sky Pods to increase my WiFi signal round my house, they were not worth plugging in to be honest, so I bought a Deco Mesh system that has solved any WiFi Black spot issues, I get 400 in and around my kitchen (router is in utility cupboard) and then I get 250 to 300 around the house. I don't have any internet issues anywhere on any device apart from my puck. That all said, my original issue, currently, has passed, and so has the storm... coincidence?

[Bluegiraffe]

Neil

Had the same issue for a few weeks after not having any hassles since starting with stream. Pixelating and freezing.

- Broadband is with SKY and that was not the issue, connected via Ehternet/Wifi - same issue

Called Sky and they sent me a new puck (super efficient)after updating firmware had no effect - I was spectical but that solved my issue, maybe had some minimal pixelation
at one point, restarted the puck and it's been solid for 2 weeks.

I suspect that it's some issue with the decoding hanrdware (possibly)

Give it a go

Bluegiraffe