Image not as clear as it could be

[Adam268]

I have now had sky steam for a little over a month. Issues with wifi and pucks already. Support seem to be helpful but not willing to help me fully.  They say I have latency issues but only want to charge me for a booster. I have an Eero I have set up and wifi is better. But the image being received on my tv has degraded since being with sky. Could this be a wifi issue or HDMI issue?? 

[mikealanr]

Hi @Adam268 

What speed are you getting on your puck? You can check this via netflix (profile pic > get help > connectivity check).

As long as your output is set to UHD your menus etc should be crystal clear. If it is just content that isnt sharp it could be because of poor speeds. Sky stream uses adaptive bitrate to try serve the best picture quality.

Who's your ISP (is this sky too?) and what speeds are you getting? Is the puck getting the minimum 25Mbps for HD and 30Mbps for UHD? 

Could you try and eithernet connection (as a test?) and remember to turn WiFi off in settings on the puck as it will default to WiFi even with an ethernet connected. Or try switch to ISP provided kit as a test. This will help pinpoint where the issue is.

Maybe try another HDMI cable (as long as HDCP 2.2 capable) and another port and that would rule HDMI out.

MikeAlanR

[Adam268]

Thanks for your response. The menu is clear it's the actual content. On some images with lots of white it looks quite grainy. Ethernet would be tricky as the router is at the front of the house and main tv is at the back so would need quite a lot, but might be worth investing to achieve the best outcome. I will first update my HDMI cable. I've run a test on my tv and nothing wrong with it. Will contact sky again as have had issues from day 1 and I'm just reluctant to pay for a booster.

im getting the minimum speeds you have mentioned also. I'll try the steps you have mentioned though. Thanks for your advice 

[TimmyBGood]

@Adam268 

The business model for Glass & Stream is different to Q: Sky just doesn't loan boosters like they did for the previous platform (which was released a decade ago when the options for domestic WiFi were much more limited)