Brand new user - Puck freezes consantly

[unhappy-newbie]

hi there

Sky installed for the first time yesterday, all Ok when the engineer was here, a few hours later tried TV again an just got black screen

Several hours later after MANY attempts, had to hard reset the Puck and set up again and it worked for an hour or so.

Just come back to the TV again today, turned on OK, but 10 minutes into browsing just the TV guide, everythign froze, had to restart Puck

Puck is on it's own away from TV, nothing surrouding it, or on it, on a wooden surface

300+Gb to my Hub, Puck is connected by cable to the Hub.

Sky app says all servces healthy

Chatbot on the app does not give any meaninful questions that help me get any nearer a human, just keeps poiting me to the forums

Please can I get someone from Sky to reach out, this is utterly awful for a new service.

Thank you

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[arcadeavenger]

Hi @lettice Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[unhappy-newbie]

Thank you very much 

[unhappy-newbie]

Response from the escalation chat (paraphrased(

"the service may need 10 days to determine the best speed your broadband works at, during that time it might freeze, It may or may not get better in 10 days, if it doesn't cause call technical call the phone number I've given you"

"may I or may not get better" lol, the puck froze three times while taking to them 🙁

utterly awful service, very much regretting moving to sky 🙁

[TimmyBGood]

---

@unhappy-newbie wrote:

the service may need 10 days to determine the best speed your broadband works at, during that time it might freeze, 

---

If you have an FTTP broadband connection, as your speed suggests, then unfortunately that's just complete nonsense which for some unknown reason Sky support people continue to peddle: I assume it's written in their scripts and they don't know any better. It appears to be a misguided reference to the 'training period' for FTTC and had no validity for a full fibre service.

One thing they should have suggested is that where a puck is connected by ethernet cable then it's best to have WiFi switched off.

[unhappy-newbie]

Thank you Timmy..

Do you mean turn off WiFi on the hub? Which I guess means no internet for anything else WiFi connected while watching tv..

or turn off WiFi on the puck?

hope it's  2nd one! 😀

and if it is the 2nd one, how do i do that?

[TimmyBGood]

@unhappy-newbie 

WiFi on the puck:  I believe there's a Reset option in Network Settings.

[Paul+Boland]

@unhappy-newbie 

If you have the Sky stream puck connected by Ethernet Cable 

 On Sky Stream goto settings and click it

Then click Network and then click advanced and set WiFi to off 

Then power off and on the Sky stream puck to keep the WiFi setting to stay off as in unplug the power to the Sky stream puck wait 30 seconds or longer and then  reconnect the power again to the puck

Sky steam puck Network don't click reset as that will turn WiFi setting back to on every time you click network reset and you then have to repeat the procedure to manually turn WiFi to off on the puck

Only click network reset if you want to connect again to WiFi or use a different  WiFi ssid and not connected by Ethernet cable 

Sky Glass and Sky Steam by default tries to connect to WiFi first this why you should set WiFi to off on the Sky stream puck if using network connection by Ethernet cable and to avoid issues during usage if it tries to connect to WiFi

Also make sure network standby mode is set to on in startup and standby settings on the Sky stream puck

[GD1]

@unhappy-newbie  Have you ran a speed test using the Netflix app on your puck?   Go to Netflix - Get Help - Check connection.  What speed is being returned.

As advised by @TimmyBGood  Ethernet usualy gives a more stable connection as wifi can be prone to interference and can affect performance of devices like your stream puck.

[Tris_]

I've had the same issue here too, suspected it was the clearly refurbed unit I was sent I'd gone through all troubleshooting and finally got someone at support on a call (apparently the chat staff can't transfer it seems - or are useless... I'll let you decide) and went though the whole mess about I'd gone through with different ports/cables/restart etc.... an hour later they say I need a new puck... Amazing. I also regret going back. Stream seems like a worse service and from what I saw a worse UI/UX than Sky Plus/Sky Q (which got worse with updates too).

[unhappy-newbie]

@TimmyBGood , @GD1 , @Paul+Boland 

Turning Wifi off on the puck has fixed it! Thanks so much everyone! ❤️

I hope Sky pays you a commission! 💰😂

[unhappy-newbie]

Spoke too soon 🙁

Had a day or so of it working ok (didn't watch a lot of tv mind you), without moving it touching anything, it has now started cycle of freezing immediately, then rebooting, and freezing as soon as sky steam screen appears.

300mb at hub and on phone over WiFi, Netflix was reporting 90mb yesterday when working ok.

what a load of rubbish. Think this might be a sign telling me to read more books and watch less tv. Any suggestions for books?