Just subscribed to sky I have set up my puck and my TV keeps cutting out

[SteveP3]

Just subscribed to sky I have set up my puck and the signal keeps dropping out. It's infuriating and so disappointing 😟

[Buttery_Ken]

---

@SteveP3 wrote:

Just subscribed to sky I have set up my puck and the signal keeps dropping out. It's infuriating and so disappointing 😟

---

Are you connecting via WiFi? What speed is reaching the puck? To find out, open the Netflix app, navigate to the Get Help menu and run a network test. 

[SteveP3]

I am using an Ethernet connection and the speed is showing as 89.80 MPS

[Buttery_Ken]

---

@SteveP3 wrote:

I am using an Ethernet connection and the speed is showing as 89.80 MPS

---

When you say the signal is cutting out, do you mean the actual live streams are stopping?

[Freddie+Hayward]

Hi @SteveP3  That speed is more then enough for Sky stream, even for UHD, make sure in the settings you have wi-fi turned off, if the problem persists try unplugging the Ethernet and see how it goes on wi-fi, some users have said they get a more solid connection that way,

[SteveP3]

I am losing the whole signal now it is just a blank screen?

[Buttery_Ken]

---

@SteveP3 wrote:

I am losing the whole signal now it is just a blank screen?

---

Give the puck a reboot too - turn it off at the wall for a minute then power back on. They can be temperamental little things sometimes. 

[SteveP3]

Thankyou. I have rebooted and connected through WiFi. At least I have a signal/picture now will see how it goes..., Thanks again for your help 👍🏼

[MarkGoldsmith]

@SteveP3 it seems typicaly to have to reboot a stream puck 2 or 3 times within about 48 hours after the initial setup.

It should then settle down a bit more and act a bit more as expected.

If you are connecting via ethernet i'd strongly suggest going into the settings and disabling the Wifi, if you haven't already. The puck has a habit of defaulting to Wifi if its enabled (even if the ethernet is connected), and can cause some problems.

[Exiled-in-HH]

@Freddie+Hayward are you sure think wi-fi is more stable than ethernet... I've never seen that claim?

[Freddie+Hayward]

Hi @Exiled-in-HH , Yeah that's what I was saying, I use wi-fi, as I found Ethernet not to be as stable.

[Fothergill1]

@Exiled-in-HH I use Wi-Fi and don't have any issues.  I have seen a number of post over the last year where people having problems have found Wi-Fi works better for them than Ethernet.  

[Jporch316]

Personally found WiFi to be much more stable than my original wired connection was. Provided the router is within a good distance and the signal strength is consistent I would always plump for WiFi 

[Uehara]

I've had Stream for a little over a year. It goes against my insticts to report this is a positive as every other streaming device in my house is hardwired and works wonderfully, but 6 weeks ago, I unplugged it from Ethernet and switched to Wi-Fi and stability has increased. No stuttering on the switch into commercial breaks whatoever . Ive even managed to watch several Football games now on the UHD channels (both Sky and TNT) for the first time without a single drop out. 

I really wish I could explain why, but I can't. I have a great Internet connection, I use quality cabling throughout so I am frankly VERY suprised. I have a mesh node no more than 3 feet away from the Puck .

[Exiled-in-HH]

@Fothergill1 I wouldn't expect wifi to be an issue dependent on connection speed ... but for wifi to be preferable to Ethernet is strange🤔

Must be a unique defect to Sky Pucks😉