Constant issues with Sky Stream

[Loukelly]

Hello

I have been using Sky Stream for 2 years now, in this time I have experienced various technical issues with the service. Error messages such as 'please wait whilst programme loads' and the most recent one 'HDCP unauthorised. Switch off your TV at socket for at least 1 minute then switch back on'. We also experience sound issues on a weekly basis - sync issues and sometimes the sound disappears entirely. The only way to resolve the sound issue is to restart the puck - doing this at least once a week is unacceptable, the service is unreliable. I had to swap the HDMI cable (sky supplied) to my own last week to solve the HDCP issue.

Everytime I speak with the technical team, they dismiss me and advise the issue is relating to my internet connection - I am on Gig1 fibre with Virgin and use a mesh system which works fine throughout the property, no other device connectivity issues. Sky insist it is due to my broadband. I have had 2 replacement pucks already and the advisor I have just spoken with suggested another replacement.

Am I right in thinking I am not the only customer with Sky Stream issues?! I am really disappointed with the poor level of customer service, the advisor I spoke with last week stated he would log the complaint I requested - but I have just discovered this was raised as a broadband issue, no notes were entered on the complaint, callback promised did not happen and this was closed down. My contract is up for renewal next week so I am considering other options as really disappointed with the unreliable service. I get there will be the odd technical issue but I shouldn't have to restart the box on a weekly basis!

Please let me know if you also experience issue and any advice as I am exhausted with the basic troubleshooting advice the technical team offer me.

[Angel_Aka]

@Loukelly 

A quick scan through this forum will show you that there are many people with similar issues, but there are also many, many more customers who are perfectly happy with Sky Stream. 

It works well for some people and badly for others, that's about all you can really say about it. If you want the service to work better then you need to be willing to spend some time (and often money) troubleshooting your home broadband network. This may entail working with Virgin to improve latency or some other thing on your connection. It may entail trying a completely different ISP to see if their network can support Sky Stream better. It's all a bit hit and miss really. 

If it all sounds like too much effort then you may be better off cutting your losses and trying a different method of streaming TV. I got rid of my Stream puck ages ago and haven't missed it one bit. Our household now uses Apple TV 4K boxes and gets Sky content via the NOW app which has worked perfectly. The family have individual AppleIDs and watchlists and it all just works. We've maybe had to do one restart in the past year, but it is of course a much more expensive (and adaptable) streaming device than a Stream puck. 

Sky Stream can work well for a great many people, but it can require time and effort to get it to a reliable state.