Massive Packet Loss with Sky Stream

[GaryMc1988]

Hi folks, 

Looking for a bit of help please.  My Stream is having severe issues with disconnecting on multiple occasions and apparently it's due to severe packet loss.  

I spoke to someone yesterday in the Accessability team (which I'm registered for) who advised on the steps on how to try and resolve the problem, however the exact same issue reappeared this morning resulting in the puck disconnecting.

I got through to an agent in Bulgaria called Dinko who was actually quite obstinant and made me go through the same rigmarole as I did yesterday with the Accessability team and the level in customer service between yesterday and today left me with a very bad taste in my mouth.

He insuated that there must be something wrong with my WiFi even though I've got several other devices running through my WiFI absolutely fine.  

 Can someone genuinely have a look at what's going on with this puck as I'm signed up until June 2028 for it but I'll be damned if I'm going to pay for a service that frequently and continually disconnects.

[Daniel0210]

@GaryMc1988 

We can't look at anything. We are fellow customers here. 

Why did you call the general Customer Services number and not speak to the Accessibility Team again?

[GaryMc1988]

I called the Accessability number today and got transferred through to someone in Bulgaria.  The IVR did mention through that one of it's main contact centres were having technical difficulties.

[MarkGoldsmith]

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@GaryMc1988 wrote:

He insuated that there must be something wrong with my WiFi even though I've got several other devices running through my WiFI absolutely fine.  

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What you were told could be correct, just because all other devices are working fine through your Wifi it doesn't necessarily mean the stream puck will as the service relies on a strong and stable internet connection to function, so in situations where you are getting dropped packets quite frequently due to fluctuations in the strength and stability of the Wifi network will cause these types of problems.

Wifi networks are incredibly suseptible to interference causesd by numerous local factors, and as the stream puck requires a constant connection to Sky's servers to operate dropped packets can cause this affect.

There are a couple of things that you can do, including making sure the puck is located out in the open,  and isn't for example hidden behind a wall mounted TV. Sometimes if it is in a TV cabinet, or on an enclosed shelf of a TV stand/unit which has quite thick walls/shelves that can weaken wifi signal strength as well.

If you puck is nearish to your router it may be best to connect it via an ethernet cable, and turn Wifi off in the puck's settings.