Major streaming issues on Sky Sport Main Event

[ClaireFitzroy]

Over the past four weeks we've experienced service disruption on Sport Main Event. Tonight's Darts keeps saying there are technical problems with the programme, and similar problems over the past two weeks. 

I have reset my Sky Stream puck multiple times. The Sky operator told me to move my Sky Router away from a lamp to fix it.... really!!!

Anyone else having similar issues?

Thanks,

Claire

[Jporch316]

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@ClaireFitzroy wrote:

Over the past four weeks we've experienced service disruption on Sport Main Event. Tonight's Darts keeps saying there are technical problems with the programme, and similar problems over the past two weeks. 

I have reset my Sky Stream puck multiple times. The Sky operator told me to move my Sky Router away from a lamp to fix it.... really!!!

Anyone else having similar issues?

Thanks,

Claire

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Hi Claire 

what speed is your internet connection? Can you go into the Netflix app on the stream and run the network check in the settings - this will give you an indication of what speed the device is receiving over WiFi 

ot maybe worth trying to plug an ethernet cable directly from your puck to the router (whilst switching off wifi in the stream settings) to see if the issue still persists 

[ClaireFitzroy]

It's not our Broadband. I can stream netflix or Prime fine directly through the Smart TV, just not when it's from the Sky Stream Puck.

Paying for a Sports service that we have barely been able to use and so frustrated that the advice is to move to puck away from any other electronic devices.... even though it has to be plugged into the TV. The most mental conversation ever. To move the puck as far away as possible 🤔 

[Jporch316]

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@ClaireFitzroy wrote:

It's not our Broadband. I can stream netflix or Prime fine directly through the Smart TV, just not when it's from the Sky Stream Puck.

Paying for a Sports service that we have barely been able to use and so frustrated that the advice is to move to puck away from any other electronic devices.... even though it has to be plugged into the TV. The most mental conversation ever. To move the puck as far away as possible 🤔 

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Stream is a lot more sensitive to WiFi fluctuations than other devices (like your smart tv) 

hence the advice to try an Ethernet cable or powerline adapters ..... it will test if it's your wifi signal or your puck that's the issue 

[Stephen+Mourton]

@ClaireFitzroy   I know moving it away from the lamp seems ridiculous.  I had a problem with my puck not turning on almost once a day without resetting it, and when I rang up I was given similar instructions appling to my puck and router, both to be away from objects and windows and mirrors while maintaining a clear line of sight between the two!  In a living room not an easy thing to do.  The only thing is when I did as asked it solved the problem!

[lettice]

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household. More in that below.

Best way to test as mentioned above is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Going out in the latest Sky Glass/Stream QS036 software is now a new wifi reporting option.
The QS036 update is being rolled out over a month or so period, so you may not have it yet.
You can find this new feature upfront in Settings>Network
It will report a number of differing messages, based on your current wifi connection.

It may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve and we have seen plenty taken the advice on board and solved their issues.

Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Super+Anthony]

@ClaireFitzroy Agree completely with you. I have high end broadband provider and in fact they tested everything yesterday when they visited my flat and they have stated the issues are with the puck. No doubt some on here will keep saying it's our network or set up

I also have it plugged in through the Ethernet

 I like many have awful lip sync issues and one or two other issues

I keep saying it's a great product and it will be once all these gremlins are sorted

[Mark39]

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@Super+Anthony wrote:

@ClaireFitzroy Agree completely with you. I have high end broadband provider and in fact they tested everything yesterday when they visited my flat and they have stated the issues are with the puck.

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Well they would, wouldn't they? No explanation for why the same hardware works perfectly reliably for most. It would be helpful to know what the 'everything' was that they tested. 

[Hunter2660]

Doesn't really matter how big a name the broadband provider may be if they provide you with a cheap router..... Just saying.

[MarkGoldsmith]

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@Hunter2660 wrote:

Doesn't really matter how big a name the broadband provider may be if they provide you with a cheap router..... Just saying.

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Particularly if they are one of the altnets who have started to cut back on various things due to running out of their seed/growth money.

[Super+Anthony]

There are still issues with the puck so I am not the only one who is saying this. 

[Mark39]

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@Super+Anthony wrote:

There are still issues with the puck so I am not the only one who is saying this. 

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Frequently. Yet until Sky establish the actual cause of the issues, there's no basis for continually blaming the hardware.