Constant freezes

[Henryhtc]

Its got to the point thay at somepoint every night sky tv becomes unwatchable.contant freezes and restarts.i did phone hrlp support over a week ago was talked through reset and restart but issues remain.i have lodged a complaint since im paying for a very poir service ...is it the puck at faut i dont know...but if virgin was available id be jumping ship tomo

[Jen_out_of_Jen]

Hi @Henryhtc, 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. Please be aware that conversations automatically close if there is no response within 48 hours.

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#M141
 

[Henryhtc]

Hi ...the help team reached out suggested i swap cables over but it still froze last night not jyst on straeming channel but even bbc1.

• Today my soninlaw gave me brand new cat 8 cables......to try and guess what within an hour bbc1 froze ...ive nw asked about the possibility of sky swapping out the puck....since ive tried everything I can go.i can only hope a new puck will make a difference ...but will sky agree?

[Angel_Aka]

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@Henryhtc wrote:

Hi ...the help team reached out suggested i swap cables over but it still froze last night not jyst on straeming channel but even bbc1.

• Today my soninlaw gave me brand new cat 8 cables......to try and guess what within an hour bbc1 froze ...ive nw asked about the possibility of sky swapping out the puck....since ive tried everything I can go.i can only hope a new puck will make a difference ...but will sky agree?

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Cat 8 ethernet cable is pointless. It's way over-specified for a Sky Stream puck. 

The key thing to enable the service to function is as fast and stable a broadband network as you can possibly provide. If you are using ethernet then make sure that WiFi is turned off on the puck's network settings. These devices rather stupidly will try and use WiFi even when an ethernet cable is attached so you need to manually turn WiFi off and restart the puck to enable the setting to 'stick.'

Have you then run a network check from the get help menu on the puck's Netflix app? It's the only way to discover the actual speed being received by the device. 

[lettice]

As mentioned above.

First, if using ethernet , make sure you have turned wifi off in the Sky Stream puck settings and immediately after making that change perform a settings restart, this will ensure the option is set correctly.

Go to Settings>Systems Management>Resets & Updates
Select Restart device.
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

The Sky Stream puck needs no more than a cat5e cable, that  Sky supply with the Sky Stream puck.

A cat5e or cat6 cable is all you would need if you do have an issue with the Sky supplied cable and replace it.

A cat 7 or cat 8 ethernet cableis not going to add anything for your day to reliability of the Sky Stream puck.

For some other troubleshooting, is the ethernet cable going straight from the puck into your broadband router/hub or is it connected via a mesh pod or via an unmanaged ethernet switch.

Can you do a network speed test on your Puck.
Launch Netflix on your pucks (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 several times over a half hour period or as you mention above, your busiest household internet usage time, that seem for you to be in the evening.
What is your speed?

[Henryhtc]

Hi all thanks for all the advice but i can 100% say tge puck is the puck is the issue.

My broadband has never been an issue....tonight when puck froze for the hundredth time..i used netflix on my smart tv that is connected to my router and was able to watch two films back to back no issues whatsover. This clearly shows its the puck thats the problem....since the broadband is stable .hence its the puck itself....ven as i type this bbc1 has once again blacked out .....a internet speedcheck of my wifi on my phone is giving 630Mpbs....so at what point will sky accept theres an issue with the puck...and replace it......im now actively looking for alternatives im in an area where virgin isnt available ..but im afraid sky tv jyst isnt working for me at present

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@Jen_out_of_Jen wrote:

Hi @Henryhtc, 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. Please be aware that conversations automatically close if there is no response within 48 hours.

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#M141
 

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