I have had sky stream installed on Thursday and every night the picture quality is sticking

[Mep]

Sky stream was installed on Thursday and every night the quality is rubbish and sticking

[mikealanr]

Hi @Mep 

Stream is delivered via the internet. Who is your ISP? And what is your connection speed? Glass and Stream needs 25Mbps for HD and 30Mbps for UHD. It also needs stable WiFi between your router and the puck.

You can open netflix and go into the settings and run a connection test, this will tell you the speeds being obtained by the puck. You may find connecting via ethernet (and turning WiFi off in the settings) will provide you with greater stability.

Turning the puck off for 2 minutes at the mains, may also resolve the issue, at least temporarily.

MikeAlanR

[Mep]

Thanks Mike, I will turn the WiFi off as I have already connected the puck via the router. The picture has been great all day... The issues I am having is always in the evenings. However fingers crossed 🤞🏻 

[mikealanr]

@Mep 

That sounds like it could be contention with your broadband supplier. Might be worth running a speed check in Netflix at various times and comparing the results. If there is a big difference in the evenings, speak to your ISP.

MikeAlanR

[Mep]

My ISP is Sky I have have just run a test and it is 30mbps.. The WiFi is now turned off as I have the ethernet connected. But it is still sticking and poor quality 😕 

[MarkGoldsmith]

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@Mep wrote:

My ISP is Sky I have have just run a test and it is 30mbps.. The WiFi is now turned off as I have the ethernet connected. But it is still sticking and poor quality 😕 

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That's borderline minimum speed for the sky streaming platform so you will struggle (particularly if yous re using other devices at the same time as using your stream puck).

[Mep]

Looks like I will be calling customer services again tomorrow! 🤔🙄

[Mep]

Spoken to customer services today. Checks were completed on my WiFi speed which were between 57 - 70 mbps. As I explained to the assistant the issues are in the evening. Sky made a suggestion that we turn our echo dot and other WiFi appliances off in the evenings and then our streaming should be fine.. I was not really happy with what I was hearing from the Sky assistant in regards to turning our devices off. .. However we did just give it a go and our tv is sticking once again. Checked the speed and it registering 8.7 maps..   That is total crap....  Looks like I need to go back to Virgin media.... I

[MarkGoldsmith]

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@Mep wrote:

Spoken to customer services today. Checks were completed on my WiFi speed which were between 57 - 70 mbps. As I explained to the assistant the issues are in the evening. Sky made a suggestion that we turn our echo dot and other WiFi appliances off in the evenings and then our streaming should be fine.. I was not really happy with what I was hearing from the Sky assistant in regards to turning our devices off. .. However we did just give it a go and our tv is sticking once again. Checked the speed and it registering 8.7 maps..   That is total crap....  Looks like I need to go back to Virgin media.... I

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Is that 8.7 Mpbs from the speed check from the Netflix app on your puck or are you running that speed check from a laptop or mobile?

[Mep]

My checks were completed on Google Chrome www.fast/fast.com. I was advised to use this format by sky. 

[Mep]

Check run by my mobile. 

[MarkGoldsmith]

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@Mep wrote:

My checks were completed on Google Chrome www.fast/fast.com. I was advised to use this format by sky. 

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Ok - so yeah the issue is certainly with the openreach network in your area slowing down the connection to your property as opposed to an issue with you own setup.

Not really sure why Sky suggested the turn off your other WiFi devices as that's not going to improve anything if it's related to the service coming into your property.

Sky should really be engaging with OpenReach about this. I'd also suggest reading this about the Minimum speed guarantee as I'd certainly say Sky are breaching this if you have been told your speed should be much higher than this.

https://www.sky.com/help/articles/sky-broadband-speed-guarantee

[Mep]

Thanks for your reply. Let's see what the cancellation team say about it tomorrow. I have had Sky stream for 5 days and have nothing but problems. 🤔🙄

[Exiled-in-HH]

The your GlassTV or puck is getting is what is important ... use the Netflix network check on the Glass TV or Puck😉