Help!

[wdhayden]

Over the last few months my Sky Stream Puck has become slow, unresponsive, blank screen, apps not loading. 

My internet if fine - 900mbs. 

when I reset the box everything works fine for about a day, then it goes slow and laggy again and once again gives me blank screens or apps that won't load or freeze. 

What can I do? 

[mikealanr]

Hi @wdhayden 

Your internet speed doesn't really mean anything. The speed that the puck is getting and the stability of the connection between the puck and router and router and internet is important.

What speed is netflix showing as your puck getting (profile pic > get help? > Check your connection).

Might be worth checking this while working OK and checking when playing up. You can then start to get a better picture. I.e. is there contention on your network at specific times of day, has the router changed network channels etc.

The other thing is to try is use ethernet and disable WiFi on the puck and see if that retains stability.

MikeAlanR

[wdhayden]

I've also got another ongoing issue with my Sky Stream Puck.

The problem only affects live TV. The picture freezes for approximately one/two seconds before catching up again. This does not happen when using on-demand content, catch-up TV, or streaming apps such as Netflix, all of which work perfectly.

My setup is as follows:

* Broadband: Full Fibre (up to 900 mbps)
* Connection: Ethernet 
* Router: Linksys

Sky say the issue may be caused by latency. However, I’m not convinced this fully explains the problem.

On-demand services and other streaming apps work without any buffering or interruptions and my broadband connection appears to have sufficient bandwidth.

As I understand it, live TV is more sensitive to packet loss or jitter (variations in packet timing) than to consistently high latency?

Everything else works fine. Sky catch up, Netflix, Disney etc. all works well. It is ONLY Sky Stream Live TV that gives me the problem.

When I do my own test I’m getting a ping of 8 and a speed of 482Mbps.