Multiple Faults with Sky Puck

[Vince991]

White screen, tech fault with channel constantly, box turns itself off, sound disappears, watching TV then box decides to go to home screen, absolutley appaling service, I have 2 pucks and they both do same thing

[mikealanr]

Hi @Vince991 

I have 4 pucks and 2 glass TVs and don't suffer such issues. However for the community to assist you will need to provide some more informationnsuxh as your ISP, broadband speed and the speed your pucks are receiving.

You can check this in netflix by going profile pic > get help? > Connectivity check. Sky say that you need 25Mbps for HD, 30 Mbps for UHD and 35Mbps if using more than one puck. The issues you are outlining generally point to poor connectivity. You may need to use ethernet cable (and turn WiFi off in puck settings) or homeplugs for more stability.

Please tell us more about your setup, remembering that we are fellow customers here on the community not sky and know nothing about you! If you meet the minimum requirements and have tried a hardwired connection, in would recommend connecting sky for further troubleshooting.

MikeAlanR

[Vince991]

Hi Mike

ISP is Ashford FTTH, 300MB, network check in Netflix is 290MB, tried ethernet cable same speeds, sky insist it is my WIFI, I get excellent WIFI all over the house and work from this at home downloading huge files for work, also, my heating system is connected via WIFI in the loft and this preforms perfectly.

It has to have a software/firmware issue on these pucks? why are there sooo many people in this community complaining of the same issues, sky seem to refuse to replace the pucks and insist on going through the reset procedure again & again, why should I need to kjeep resettingn puck/WIFI to reslove issues that are clearly their fault?

I`m paying for a service I am not receiving.

[Dazzasky]

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@Vince991 wrote:

Hi Mike

ISP is Ashford FTTH, 300MB, network check in Netflix is 290MB, tried ethernet cable same speeds, sky insist it is my WIFI, I get excellent WIFI all over the house and work from this at home downloading huge files for work, also, my heating system is connected via WIFI in the loft and this preforms perfectly.

It has to have a software/firmware issue on these pucks? why are there sooo many people in this community complaining of the same issues, sky seem to refuse to replace the pucks and insist on going through the reset procedure again & again, why should I need to kjeep resettingn puck/WIFI to reslove issues that are clearly their fault?

I`m paying for a service I am not receiving.

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I would go back to Sky, your internet speed is clearly fast enough so that is not the issue. For what ever reason, I suspect your WiFi and the pucks keep losing connection. Unfortunately the pucks are bandwidth intensive. I would request Sky change the pucks but I don't think that will cure your problem @Vince991 

[lettice]

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@Vince991 wrote:

Hi Mike

ISP is Ashford FTTH, 300MB, network check in Netflix is 290MB, tried ethernet cable same speeds, sky insist it is my WIFI, I get excellent WIFI all over the house and work from this at home downloading huge files for work, also, my heating system is connected via WIFI in the loft and this preforms perfectly.

It has to have a software/firmware issue on these pucks? why are there sooo many people in this community complaining of the same issues, sky seem to refuse to replace the pucks and insist on going through the reset procedure again & again, why should I need to kjeep resettingn puck/WIFI to reslove issues that are clearly their fault?

I`m paying for a service I am not receiving.

---

just for clarity.

When doing your Netflix speed test, you mention Netflix speed test showing as 290 MB. 
Assume you mean 290 Mbps.

Also for your mentions of 'tried ethernet cable same speeds', the Sky Stream puck  ethernet port (like many other similar devices for example Smart TVs) only offers a 100 Mbps port, where you can expect to get offered a maximum speed of around 80-90 Mbps.

If your Netflix speed test is showing as 290 Mbps via wifi or via ethernet around 80-90 Mbps, that should provide a good reliable experience, as long as you can reliably maintain those speeds.
It could be that some kind of local network interference is upsetting the reliability of your connection for your Sky Stream puck causing some issues.

Not sure what you have tried, but some pointers to consider, if it helps. More often seen as an intermittent blip.

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 if using an ethernet connection.
Turn wifi OFF under Network if connected via ethernet.

If you have tried all the above and still finding problems, you could contact Sky and ask them to do a more thorough test, where they can check your recent puck logs and get a picture of when and how  they feel your local network and Sky Stream is failing. You may need to push them a little to get passed on for this.