When will a software update be available?

[Jason+Golding]

The freezing issues will not be fixed with any software update. They will related to your broadband. The lip sync issues has been around since sky stream started for some, I hope you have patience 

[JoeSatch007]

@Freddieboy1 The Puck isnt up to the job of providing all that Sky want it too

It stutters and slows and usually fails when doing anything more than two operations in a row

Its like putting a bluetak on a broken arm and expecting it to heal

The hardware isnt capable of running the software, i stake my reputation on it and guarantee Sky will eventually conceed this and replace the Temu value Pucks

[Super+Anthony]

Agree completely @JoeSatch007. 

It's in Sky's hands to update the puck and make it fit for purpose and nothing to do with the ISP.

My WiFi and network with a high end provider as been thoroughly tested and it's all fine. If there were issues, then I would have problems with my other gadgets

[Jason+Golding]

Hi @Super+Anthony - what you have to understand is that sky stream is unique.  It is the only platform that has live stream broadcasting that allows any broadband.  Others such as Virgin media and EE only allow their own broadband for it to work. This causes sky lots of issues, and no matter how good/expensive the box was, or how much they improve the chip set, they will continue. Sky have decided  to compromise reliability for the ability to have any broadband working with their service. The only thing that will improve sky stream in the near future, is if they chose to change to just sky broadband customers, this isn't going to happen 

[Littletaffia]

@Jason+Golding  The only thing that will improve sky stream in the near future, is if they chose to change to just sky broadband customers, this isn't going to happen 

Going by that assumption then Sky is going to continue with a sub par product but charge for a premium product. That doesn't make sense either as people will eventually get fed up and like myself leave never to return or at the very best for Sky dip in and out of Now.

[Jonny16]

@Jason+Golding  so why do people not experience the same issues when they watch sky tv via Now TV?

I moved to Now TV as did other friends who all had lip sync issues with Sky Stream. They/we now watch the same Sky channels in UHD but via Now TV and don't have the lip sync issues.

The only difference now is that we don't have the crappy pucks. I used Now TV via the app on my TV, someone else has it on their fire stick and another one on their Apple TV. We now have zero issues watching sky.

[MarkGoldsmith]

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@JoeSatch007 wrote:

@Freddieboy1 The Puck isnt up to the job of providing all that Sky want it too

It stutters and slows and usually fails when doing anything more than two operations in a row

Its like putting a bluetak on a broken arm and expecting it to heal

The hardware isnt capable of running the software, i stake my reputation on it and guarantee Sky will eventually conceed this and replace the Temu value Pucks

---

Do you realise that the pucks are essentially dumb clients right?

All the pucks are doing are connecting to Sky servers and remotely running all the content, including apps. That's the way the system was designed and is the reason a strong and stable internet connection is required as it needs to be permanently connected to Sky servers and provides practically no form of local buffering as a result.

[MarkGoldsmith]

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@Jonny16 wrote:

@Jason+Golding  so why do people not experience the same issues when they watch sky tv via Now TV?

I moved to Now TV as did other friends who all had lip sync issues with Sky Stream. They/we now watch the same Sky channels in UHD but via Now TV and don't have the lip sync issues.

The only difference now is that we don't have the crappy pucks. I used Now TV via the app on my TV, someone else has it on their fire stick and another one on their Apple TV. We now have zero issues watching sky.

---

Because NOW tv doesn't run on the entertainment OS platform that the Sky streaming platform does.

Another thing to note is that this is a global platform launched by Comcast, it's not just a Sky platform it's used to run the same streaming service (with practically the same hardware) globally across all the countries and subsidiaries that Comcast own.

If the product was majorly flawed or didn't work, Comcast wouldn't have continued to roll it out globally and would have pulled the platform if it wasnt genuinely fit for the intended purpose.

[FunkyL]

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@MarkGoldsmith wrote:
Do you realise that the pucks are essentially dumb clients right?

All the pucks are doing are connecting to Sky servers and remotely running all the content, including apps. That's the way the system was designed and is the reason a strong and stable internet connection is required as it needs to be permanently connected to Sky servers and provides practically no form of local buffering as a result.

---

Except it is clear that whatever the pucks are doing, they are bugged in their intent e.g. with the sound delay. So not sure entirely what your point is?

[Super+Anthony]

Sky need to clearly update the puck so that it is fit for purpose. It can't cope in this current streaming format. Also it doesn't help that they keep pointing the blame / issues with the ISP. Nothing will improve until they accept responsibility 

[Freddieboy1]

Thanks for your interesting reply, would my issues be resolved if I took up Sky broadband rather than using my current BT service? 

[Super+Anthony]

Don't think so as others have had issues with using Sky broadband, especially with the freezing, so the common factor is the puck 

Hopefully Sky will do more to fix the problem with the sync and freezing. I keep saying the puck is great, it just needs more done to it

[Littletaffia]

@Freddieboy1 No is the simple answer. I'm with Sky and happy with the broadband service, 146mbps on average, yet the problems with the puck were manifest hence it being returned and subscription cancelled.

[Chloe-W22 · Accepted solution]

Hi all,

We've seen an increase in comments and views regarding lip sync issues on Glass and Stream during the holiday period. Our support teams are still investigating the matter, but we'd like to gather individual customer experiences from the forum to assist in the investigation.

To help us with this, we've created a Microsoft Form where you can share your experience: https://forms.office.com/e/6CvrKz5R3a

The survey includes 7 questions and should take a few minutes to complete, please be as accurate as possible.

We're really sorry for the inconvenience this may have caused and appreciate you taking the time to complete this survey. I'll be marking this post as the thread answer so more people can see it.

[Super+Anthony]

Great @Chloe-W22 how about the ongoing freezing issues. Hope you had a lovely Christmas