Freezing still happening

[Super+Anthony]

It's still happening on Stream with intermittent freezing. I have mentioned to Sky team and they were very helpful

 Once again is nothing to do with our ISP or network. Mine has been tested once again by my provider and it's all ok. They have also said if it was my system, it would affect my other gadgets, but everything is fine.

 The issue lies with the puck and Sky need to do more with the system and enhance it

The puck is an improvement from Q but is not currently up to scratch with streaming and possibly can't cope with the speeds . 

[Mark39]

Why do you suppose the Puck works perfectly ok for most customers?

[Veii]

Either because they mainly use On Demand, or possibly because they don't use the live TV feature or the "Watch from Start" feature that doesn't work properly for nearly everyone. 

[Jason+Golding]

The pucks work perfectly for me. Watch live tv 90 percent of the time. Virgin media broadband 

[Jason+Golding]

The pucks won't be changed for at least 2/3years imho

[Veii]

Every other gadget I stream on works fine, but my Stream has problems with Lip Sync. Dolby Atmos and Watch from Start. 

I too get about 90% enjoyment apart from the aforementioned bugs. 

[Exiled-in-HH]

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@Veii wrote:

Every other gadget I stream on works fine, but my Stream has problems with Lip Sync. Dolby Atmos and Watch from Start. 

I too get about 90% enjoyment apart from the aforementioned bugs. 

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Who is your ISP?

[Veii]

Virgin Media with the 350Mbps package. 

Firestick 4k (last gen) no problems.

Firestick 4k Max (last gen) no problems. 

Firestick 4k Max (current (2nd) gen) no problems. 

Roku Express no problems. 

Roku Express 4k no problems. 

Toshiba 65" Fire TV no problems. 

Xbox Series S no problems. 

Xbox Series X no problems. 

Sky Stream problems streaming in Dolby Atmos, problems with Watch from Start and occasional lip sync issues with live channels. Box is connected via ethernet when downstairs and 2.4Ghz WiFi when upstairs (find 2.4Ghz more stable than 5Ghz).  

Apps I find work pretty well but I have to reboot the Sky Stream box after using a few of them as it slows everything down and makes problems more likely unlike the other streaming devices. 

[Exiled-in-HH]

... and all work in a completely different way to a client server device like a Sky Puck ... where the ISP platform can introduce issues🤔

[Jason+Golding]

I have virgin media - absolutely no issues 

[Jporch316]

@Super+Anthony 

Is there anyway you can test the puck on another internet conncetion. For example a wireless hotspot or neighbours wifi that reaches your property ?

this would once and for all settle if the issue is hypertoptic internet or a faulty puck 

[Super+Anthony]

No there isn't. The issue lies with Sky to improve on and the sooner they fix it all, the better. Sky have also admitted helpfully to me there are issues but no timeframe to when it will get fixed

[Mark39]

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@Super+Anthony wrote:

Sky have also admitted helpfully to me there are issues but no timeframe to when it will get fixed

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If that's true, it doesn't sound very encouraging to me. Issues affecting a small number of customers are likely to have lower priority in terms of scheduling resource to identify the cause and develop a fix. I think I'd be looking at alternative options.

[Brandy1861]

Doesn't matter what o try to watch they freeze. Speed test says all fine download and upload all ok no idea why?

[GD1]

@Brandy1861  What are you watching programmes on?  Sky Q, Sky Glass or Sky Stream?