Bufferring on channel 4

[PeggySue222]

I have been having buffering problems with Channel 4 only on my Sky Stream Puck.  Channel 4 works fine on my Sony TV but it is less convienient to use.

I contacted Sky on 28th October and was told the issue would be passed on to a technical specialist and they would contact me soon.  It's now December so ...................

Is there a tech guy out there who can give me some insight to the problem?  My guess is that, as only chn4 has a problem, it could be that chn4 has the highest latency of all channels and the Sky puck doesn't have sufficient memory for buffering.

I am on a rolling 1 month contract, should I give in on Sky and go back to virgin?

Any insights would be welcome.

[Greenfingers001]

Hi there @PeggySue222 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Veii]

I think I have the same issue. The Channel 4 app just stops playing after a while and takes an age to buffer and then just stops constantly making it unwatchable. 

It works fine on my other devices like Roku and Fire TV. 

[PeggySue222]

I am going through a series of steps with a Sky engineer.  I'll let you know how it goes.  Could take 48 hrs!

[PeggySue222]

@Veii@ I am still working on this with Sky and they are being surprisingly helpful.  Most tests have been resetting and updating everything and waiting, but the only thing that made a difference was going to the puck settings and refreshing the apps.

The problem hasn't completely gone so the hunt for a solution continues.  It might help if you could say if you are using wifi to the puck and if so is it 2.5G or 5G.  It maybe that 2.5G is more robust.

I will post again with any resolution.

[Addie15]

Update-We are closing this session now due to no further response. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Peggysue]

Please keep this open.. The problem isn't fixed.  Still working on it.

[Addie15]

Hi there, @Peggysue. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Veii]

I use 5Ghz if the box is upstairs, but I usually use a wired ethernet connection as the Stream is right next to the router downstairs most of the time and it still does it. 

[Peggysue]

@Veii    I have had another chat with Sky tech.  They recognise this bug and are working to fix it for the next software update.  This will be sent automatically to the pucks.   In the mean time I was told to refresh the apps if the buffering gets bad!