Missold Sky Stream!!!

[Denny919]

Last time I was with Sky I had Sky Q - no problems at all.  Moved to Virgin due to good deal offered, which expired a month ago.  Was advised by a Sky sales team member to return to Sky on a good deal which I did.  She didn't explain that this was Sky stream when I was expecting something like Sky Q, but went with it.  I am totally frustrated though with the 'puck' and feel like throwing it all in the bin and returning to Virgin media!!!  This afternoon I cannot access any live programs - BBC1 BBC2, ITV etc or even anything from my playlist.  All I get is an initial message saying 'Please wait for program to load', then a blue screen and a message saying 'Technical error, please try later..  This is not what I am paying for - Sky, you are being paid to deliver a service and you are not living up to your end of the contract!  To make matters worse there is no facility to speak to anyone to complain or eveb ask what's going on.  THis 'Technical Error' has been recurrent on and off since I had the equipment.   If anyone is thinking of changing from Virgin to Sky Stream, please think carefully - I would recommend not bothering, or buy a Fire Stck to stream yourself. Sky, you need to get your act together!!!!!!!😠

[GD1]

@Denny919  You're not addressing Sky, but other customers, the issues you describe are almsot certainly always wifi related.

On your stream puck open the netflix app, go to get help, run connection test, what sopeed is being reported.

Sky Glass & Stream need strong & Reliable WIFi, Sky Q did not as that was a Satellite platform, Stream is a different delivery platform and poor wifi speeds will give a poor experience.

[Denny919]

Thanks for your reply - my wifi and broadband are also through Sky, so not sure what else to try.  I will try your tip through Netflix though

[Angel_Aka · Accepted solution]

@Denny919 

You can change back to Sky Q if you don't get on with Sky Stream, but you need to call Sky in order to switch, you cannot do it online. 

Sky Q will often work out a bit more expensive but it does have engineer support and the ability to record anything from the TV guide to a hard drive, so you need to be willing to pay extra if that is important to you.  

[Denny919]

can't even get into Netflix using Sky puck!  

[Denny919]

thanks Angel

[Denny919]

rebooted completely - when reset puck said it couldn't find BBC1 or BBC2 - switched off and back on again and success at last - I can watch news on BBC1 live - how long that will last though your guess is as good as mine!  Thanks for responses though, but Sky, if you read this, I would still not recommend you on Sky Stream!!!

[baron75mk3]

I had this twice yesterday & after a lot of research it seems IPV6 can cause this in sky stream i tried @SamK4 suggestion here in this thread

https://helpforum.sky.com/t5/Sky-Stream/Sky-puck-technical-faults/td-p/4945430

i fully disabled mine (ive never needed it for any device & after research there are no CORE sky services that require it) , so far no more  of these issues at all so i think there is something in it , its a bit of a pain as you have to log into your router to disable it & you REALLY shouldnt have to do that now i am with a 3rd party Broadband provider so this could be a reason for it fixing the issue for me , but i have heard of those on actual sky broadband having the same problem, but i would definately say turning it off might well fix things , also reboot the router & the puck after disabling IPV6.

[Denny919]

Thanks Baron75mk3 - I will have a go at that.  As long as it doesn't affect the other services that need broadband - Hive etc.  I still think Sky customer service is very poor - they should have sorted this by now, they have obviously had enough complaints and feedback - looks like they're only interested in the money!  Maybe an email to one of the complaints TV programmes is needed! Could be a very long 2 years before contract ends! 

[baron75mk3]

@Denny919 Hopefully disabling IPV 6 will  solve the issue.

[Sarah_1962]

I have exactly the same issue.... absolutely hopeless and a waste of money. 

[RichW85]

The puck having a fast and stable internet connection is obviously important but the puck struggles where other devices run perfectly. Sky either do things differently with Stream or they've cheaped out on the hardware. Either way, it just doesn't work well.

[MarkGoldsmith]

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@RichW85 wrote:

The puck having a fast and stable internet connection is obviously important but the puck struggles where other devices run perfectly. 

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Yup - you can't compare it to other devices like tables, phones, fire TV sticks all of which are designed so everything is run locally off of them, whereas the Sky streaming platform is essentially a thin client. The Sky streaming platform  doesn't have gigabytes of storage for apps and content to be run locally, the platform requires a constant connection to Sky's servers for it to operate, which is why the strong and stable internet connection is crucial and why the system is very prone to local network inteference

[RichW85]

Thanks, that'd explain it. Running a VDI-like service over a WAN in the UK, where borderline poor jitter is the norm. What could possibly go wrong.

[billx]

Hi, sounds like it is a wifi issue.

The puck stores nothing, so a strong fast internet connection is reqired.

wifi is fickle, even when a user reports a 'strong' signal, the actual data on that signal could be corrupted by local interferrence, plama telly was notorious, even the lcd tellies spew out very local noise.

My solution to all these 'sky is useless' ''spinning wheel' 'technical fault' etc

is to logically test the broadband and wifi quality & speeds.

1) connect a computerto the router with an Ethernet cable. Perform a number of BB speed tests (google it, plenty of servers)

2) repeat the above on wifi.

3) repeat the above, but with PC near the puck.

3) on the puck, go to netflix. Here you will find a connection speed checker, see what this gives.

4) study the results of the above, to see if there is an obvious issue. Remember speeds maybe good sometimes, but if the BB is in heavy use by others playing games or downloading/streaming, this will affect the puck.

5) buy an Ethernet cable long enoughto connect your puck to the router. Yes you may have to have it draped around, but this could be temporay. Turn the wifi off on the puck & see if running on a dedicated Ethernet link solves the issue.