Issues with sky stream picture freezing

[Watermarque]

We came back from holiday on Saturday 21st and our sky streaming service has not worked properly since.  We had issues getting the puck to start up initially, then the picture started freezing intermittently, I have tried numerous resets and also called sky twice.  Last call on Tuesday we were told the problem will be fixed tomorrow, but it's still not working. Looking on line it looks as though a number of other customers are having the same problem.  Any one got any idea when this will be resolved?  I think we may be making a call to Sky over the weekend to cancel the subscription.

[Steve1938]

Hi, having the same problem. Powered off, reset, swapped pucks, still an issue. Can someone advise?

[Mister_Dalek]

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@Steve1938 wrote:

Hi, having the same problem. Powered off, reset, swapped pucks, still an issue. Can someone advise?

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Have you checked the broadband speed reaching the puck? Open the Netflix app, navigate to the get help menu and run a network check.

[katy12345]

BBC iplayer and ITV still freezing most days grrrrr

[Mister_Dalek]

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@katy12345 wrote:

BBC iplayer and ITV still freezing most days grrrrr

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Have you checked the broadband speed reaching your puck?

[Steve1938]

Speeds about 90Mbps, 

[Mister_Dalek]

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@Steve1938 wrote:

Speeds about 90Mbps, 

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Which should be more than enough.

This is where it gets tricky with Sky Stream. Every household is different with different wall thicknesses, different routers, different ISPs, different things which cause interference, etc, and customers can be connected to different Sky servers where all the apps on Stream are hosted. Some of these servers can be more congested than others, meaning some customers get a smooth service and some don't.

If you've done all you can to get the best quality network connection to the puck as possible and it's still not functioning well enough then you're best off calling Sky for further troubleshooting.

If it proves impossible to get it working any better then Sky have been known to let customers leave any long term contract without penalty.   

[trevforum]

Since QS030.x my stream is now having random blackouts, pixellation and colour patching.  They are very random but before this update it was rock solid.

Literally as I typed this I was watching DS9 on Sky Sci-Fi and it has bombed out to the top screen showing what's on.

[Beazie]

Contantly experiencing pixelation, screen freezes and blackouts. Most noticeable on Sky Sports, New channels and BBC Iplayer. Only noticed this since my return from holiday last week .  Sky Broadband tested at around 100 bpms.   

As an experiment I watched a programme on TV (Sky Sports Football) and on Sky Go on my laptop. Both using same WIFI. TV was pixelating whereas Sky Go was perfect although 50 seconds behind TV so that should rule out WIFI problems. 

From reading forum it would appear that Sky have owned up to fault, but no indication of planned fix?