Drop outs with Sky Stream ethernet connection and Fibrenest router

[S44]

Having moved into a new Persimmon home I'm forced to use their Fibrenest broadband services.

I have their 500MB package (which seems quite reliable) and have ran CAT6a cabling from the router into a Netgear switch and then out to three rooms to connect direct into my Sky Stream Pucks.

However,  when throwing too much data at the puck, i.e. streaming live football in UHD, there's constant drop-outs, which get worse the longer I leave the channel running for. When I then re-start the puck and try again, it's OK for around 5 minutes and then get's progressively worse again.

If I connect over WiFi it's fine (although the whole point is to try and avoid overstressing the contention on my WiFi) and when I test the output from the ethernet cable going into the puck, I get a solid >400MB every time.

Also, my son's Playstation (on the same network) can run UHD football via the SkyGo App and it's absolutely fine, I should also add that if I take the switch out and just connect the router direct to the puck, I get the same issue.

So, the issue seems to be directly related to how the pucks management of the connection from the Fibrenest router... does anyone have any ideas on what the problem could be? Perhaps a fimware update is required on the Pucks to handle the Fibrenest router (Note: I've also updated my pucks to the latest release)? Any help would be appreciated as the whole reason for me installing the internal network was to run the pucks direct via an ethernet connection.

Cheers... 🙂

[Nigelb1972]

My networking knowledge is pretty low but the first thing I'd suggest is to run a speed test via the Netflix app over your Ethernet connection and see what speeds you're getting at the Puck. If that's reporting a slow connection, there's definitely an issue with your network. Their shouldn't be any issues with the Puck interfacing with router unless there's something in the router settings that's causing the issue but I'd expect these to replicate over WiFi as well but seeing as though that aspect is ok, I'm a bit stumped.

[Jporch316]

@S44 

Couple of things to try .....

eliminate cables switches etc move the pucks closer to the router and run an ethernet cable direct from router to the pucks see if you get the same issue 

personally I would think  with a 500mb connection you should be fine running everything over WiFi - I started out with Ethernet thinking it was the best way but have had far less issues  since swapping to WiFi ......

if the signal is poor in some areas of the property a mesh WiFi system is the best way to go 

[S44]

The Netflix speed test is one I tried and gave me some weird results... Over ethernet I get the following error; network speed error nw-8-14, for which I can's find a reasonable explanation for as Netflix performs absolutely fine over ethernet (I think Netflix does data compression very well). 

Over WiFi i get a solid ~100MB, although if I put my phone right next to the TV I get 500MB (Maybe it's because teh puck doesn't like being positioned behind the TV??

[S44]

I was able to run directly from the router to a Puck (all beit over an internal Cat6a connection that's burried behind my plasterboard), when I tried this on the closest location (~3m of Cat6a cable) I still get the same issue. 

I should add that if I just connect direct into my laptop (over the same cableing), it's reliably giving me 500Mb.

I have to agree with you though; since connecting all three pucks over WiFi, I've had no issues and it's ran seemlessly, I should just accept that and move on, but it's bugging my why the ethernet connection doesn't work reliably.

I'd be curious to know what issues you saw when running over ethernet compared to WiFi? I have to assume that Sky has put its efforts into getting the WiFi connection as stable and reliable as possible as this is what most people will use? But this will continue to bug me 🙃.

Thanks again for everyone's efforts.

[Exiled-in-HH]

Are your TVs Smart?

What happens when you connect the TVs to the ethernet cables?

If you have LG TVs there is an Internet Speed Test app for the TVs😉

[S44]

So, if I run the Netflix App speed test via the Smart TV rather than the Pucks, it gives me a solid ~100Mb... It seems odd that even on a known good connection (400Mb), Netflix always seems to return ~100Mb.

Obviously when I then go back to the Puck I get the error detailed above.

Same hardware from router to TV as router to Puck... which is again why I'm wondering how the network protocol is ran between the router and the Puck... 

Same network into a PS5 or my Dell laptop gives a nailed on 500Mb every time!!

[Exiled-in-HH]

The TV probably doesn't support Gigabit connection😉

A connection of 100 Mbps is more than adequate for anything a TV requires🤔

Ethernet connections are rated 10/100/1000 Mbps.

[Exiled-in-HH]

Have you discussed the issue with Sky ... Sky should be interested considering the number of houses Persimmon build.

Although they might consider you unusual installing your own ethernet network cabling🤔

[S44]

I did think and thanks for clarifying. I do wonder if the error I see on the Pucks Netflix speed test (network speed error nw-8-14) is a big clue as to what is going on? As even though I get this error across ethernet, Netflix does still work fine...

[S44]

Being considered unusual is normal for me 😂. 

Any idea how best to report this to Sky?

[S44]

I should add, that going through the tech support team on the phone didn't get me anywhere. I think this needs reporting into their engineerign team, ideally the firmware group.

[Exiled-in-HH]

The best way is for this discussion to be referred to the Sky messaging team!

Perhaps @Jporch316 could do that?

[Jporch316]

@S44 

The network adapters in glass and the pucks are 100 mb only ..... 

[Jporch316]

@S44 

I have escalated your post to the online sky support team you should receive an invitation to chat bubble over the course of the next few days