Multiple ongoing issues after puck replacement

[Andy_Hill]

Hi All

Nightmare Easter weekend.

After the original 3 month old puck was replaced last week, the 'new' one is worse.

- Lipsync stil out sgnificantly, Sky Sports and BBC1/2 the worst

- Freezing screen with just audio

- Waiting for the program to load message

- Often displays the main content and time hours previously 

All other devices are spot in, Apple TV perfect, general wifi to end-point very good.

Any ideas? Thank in advance.

[BenJoBanjo]

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@Andy_Hill wrote:

Hi All

Nightmare Easter weekend.

After the original 3 month old puck was replaced last week, the 'new' one is worse.

- Lipsync stil out sgnificantly, Sky Sports and BBC1/2 the worst

- Freezing screen with just audio

- Waiting for the program to load message

- Often displays the main content and time hours previously 

All other devices are spot in, Apple TV perfect, general wifi to end-point very good.

Any ideas? Thank in advance.

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Have you checked the actual speed the puck is receiving via the network check tool on the Netflix app?

If you're connected via WiFi then there may be some kind of interference preventing a stable enough connection. Stream pucks are very sensitive to speed fluctuations. 

[Andy_Hill]

I hadn't thank for the advice, tried now, all OK. I have just connected a Cat7a, rebooted the puck and the Sky router, weirdly the same.

[BenJoBanjo]

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@Andy_Hill wrote:

I hadn't thank for the advice, tried now, all OK. I have just connected a Cat7a, rebooted the puck and the Sky router, weirdly the same.

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Make sure you turn WiFi off on the puck's network settings. Bizarrely it will still try to connect wirelessly, even with an ethernet cable attached. The ethernet port is capped at 100Mbps so you should see a stable connection of between 90-100Mbps with your broadband speed. 

[Andy_Hill]

Thank. you.

All done, connected directly to the router. Now completed a hard reset, it's so laggy, unusable.

Changed to brand new Cat6a still the same. Gone to wifi also, better in terms of rsponse time but still unwatchable.

[GD1]

@Andy_Hill  On your puck, open netflix, go to get help, run connection test, what speed is being reported by the puck?

[Andy_Hill]

68.87 Mbps Cat7

[GD1]

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@Andy_Hill wrote:

68.87 Mbps Cat7

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Rules out a speed issue as well above what you need for the puck.  Out of interest who supplies your broadband?

[Andy_Hill]

Thanks GD1, Sky. Gigabit Fibre.

[peter-marlow+1966]

What speed is your broadband  ? It might  not be  fast enough 

[Andy_Hill]

Gigabit fibre.

[peter-marlow+1966]

Are you  connected  by wifi ?

[Andy_Hill]

Tried Cat6a Cat7 and wifi

[Chrisee]

@Andy_Hill you appear to have tried everything but I am slightly concened that the ethernet speed is reported as 68Mb/s as one would expect 90Mb/s on a Gigabit link from a Sky hub.  If you are usung a direct cable from the hub to the puck call Sky as this needs checking out as you should not have issues unless of course someone in your household is hammering the router at the sametime Sky hubs can run out of puff if  there aretoo many simuktaenous users..

Another thought is if the connection isnt direct that a switch or another device is the issue.

[Andy_Hill]

Thanks Chrisee.

The Sky router is not under any load other that the connected devices. No swtich inbetween either.

This morning I reset the router and connected the single rougue puck, this is a mindbender as I was watching BBC news on BBC1 this time a blue screen but with audio. 

Once another, 4th hard reset, it came back up, but BBC news was streaming 34 minues behind the real time!

I give up!