Multiple problems whilst viewing?

[TaipansEmporium]

Hi All

Were experiencing a lot of problems whilst viewing. This could be whilst viewing sky to live or calling something back on say ITVX. Sometimes it'll go to a blank blue screen, or we,ll get the little spinning wheel in the centre of the screen, or a message saying there is a technical fault with this channel, or just really bad buffering/hesitation?

Ive rebooted the router, the sky box both by powering down for 5 minutes and by restarting through the settings. I've also refreshed all the apps.

Is there anything else I can try as it's getting very annoying now?

Many thanks.

[SuperMatt]

Hello, @TaipansEmporium. I'll send you an invite to a private chat shortly and we can help you.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[TaipansEmporium]

As advised I have wired the puck into the wireless booster. I couldn't wire it into the router as the sky installer refused to posit this in the living film as it was at the back of the house, so this was as good as we can get it. I think this has helped but we still got a lot of picture freezing albeit only for a 10-30 seconds. So it's better than it was?

[Angel_Aka]

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@TaipansEmporium wrote:

As advised I have wired the puck into the wireless booster. I couldn't wire it into the router as the sky installer refused to posit this in the living film as it was at the back of the house, so this was as good as we can get it. I think this has helped but we still got a lot of picture freezing albeit only for a 10-30 seconds. So it's better than it was?

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When you take on the Sky Stream service you need to be willing to be willing and able to troubleshoot your home broadband network. There is no engineer support for Stream pucks and you need to provide it with a consistent stable broadband connection of at least 25Mbps. 
Run a network check from the get help menu on the puck's Netflix app to get an idea of what your puck is actually receiving.
WiFi boosters are not the best at maintaining a stable connection so you may be better off trying powerline adapters or invest in a decent WiFi mesh system. 

[TaipansEmporium]

Yes I know what you'r saying, but i changed it to teh straming puck thing, as my dish system would lose its signal in heavy rain. Sky advised me to upgrade my internet packge to enusre a good  stream, which I did, but still I have viewing problems. I was probably better off with the dish system to be honest and i certainly preffered the UI of that. Anyway, I'm stuck with it and we have no underground fibreoptic in our street, so sadly I can't even defect to Virgin, although I hate their Ui even more lol! Ho hum...

[TaipansEmporium]

This is becoming quite intolerable now. Our viewing is often interrupted by freeze frame of buffering, or we lose the sound etc. I've done all I think I can do? I'll have to contact sky, anyone have the number for reporting faults to hand?

TIA. 

[Angel_Aka]

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@TaipansEmporium wrote:

This is becoming quite intolerable now. Our viewing is often interrupted by freeze frame of buffering, or we lose the sound etc. I've done all I think I can do? I'll have to contact sky, anyone have the number for reporting faults to hand?

TIA. 

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Did you run the network check from the get help menu on the Netflix app as advised?

What speed was reported as being received by the puck?

There is no direct phone number for reporting faults to Sky, you need to just call customer service who can talk you through various troubleshooting measures.

[TaipansEmporium]

[TaipansEmporium]

We don't seem to have any internet problems with phones and laptops etc, just the sky streaming? Maybe it's a faulty sky box? All I know is I had this system put in with the upgraded fibre broadband on skys assurances it would work fine, but it doesn't. I'll ring customer services this evening.

[Angel_Aka]

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@TaipansEmporium wrote:

We don't seem to have any internet problems with phones and laptops etc, just the sky streaming? Maybe it's a faulty sky box? All I know is I had this system put in with the upgraded fibre broadband on skys assurances it would work fine, but it doesn't. I'll ring customer services this evening.

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20Mbps is not sufficient for a reliable Sky Stream service. Sky recommend a minimum of 25Mbps. Your phones and laptops do not require the same constant, stable connection to a server that SkyOS does. 

What speed of fibre broadband did you agree to? What speed is being received by your router?

You need to work out if it's an issue with the broadband speed being received at the router or an issue with the speed the puck is receiving. Have you tried connecting the puck to the router with an ethernet cable, turning WiFi off on the puck's network settings and running the network check again?  

[baron75mk3]

@TaipansEmporium There isnt enough speed to the puck im afraid below are the requirements

Setup Type

Minimum Official Speed Requirement

1x Sky Stream Puck (HD) 25 Mbps

1x Sky Stream Puck (UHD / 4K) 30 Mbps Multiroom / Whole Home (Extra Pucks)

(30–35 Mbps minimum (plus extra overhead for other devices)

As @Angel_Aka  asked above what speed broadband do you have ? you can test here below

https://www.speedtest.net/

We need to know what speed your general connection is as it  could be that your speed loss is due to poor wifi conditions.

[TaipansEmporium]

When the installer came he wouldn't install the router at the back of the house where the living room is. He said it was "too many bends" for the firbe optic cable, so he installed it in a room at the front of the  house, and put a white box booster thing in the room where the sky box is. I have since moved the white box next to the tv and hard wired the sky box to that, but I cant hard wire the sky box to the router direct as its some distance away.

Its frustrating as I'm not particularly technical person and wnted a solution to our losing the picture in heavy rain with the old sky dish. Sky assured me having fibre broadband etc would solve all of that and clearly it hasn't and out viewing is contsantly spoiled. I dont knowwhat I need to get a reliable picture and put my faith in Sky for the solution, but I (understandably) feel they've failed me here. 

[Angel_Aka]

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@TaipansEmporium wrote:

When the installer came he wouldn't install the router at the back of the house where the living room is. He said it was "too many bends" for the firbe optic cable, so he installed it in a room at the front of the  house, and put a white box booster thing in the room where the sky box is. I have since moved the white box next to the tv and hard wired the sky box to that, but I cant hard wire the sky box to the router direct as its some distance away.

Its frustrating as I'm not particularly technical person and wnted a solution to our losing the picture in heavy rain with the old sky dish. Sky assured me having fibre broadband etc would solve all of that and clearly it hasn't and out viewing is contsantly spoiled. I dont knowwhat I need to get a reliable picture and put my faith in Sky for the solution, but I (understandably) feel they've failed me here. 

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You are paying for 150Mbps but your puck is clearly only receiving a fraction of that speed. 

Unfortunately, unlike Sky Q, Sky Stream is a self-setup product and has no engineer support. It is up to you to troubleshoot your broadband network to make sure you can supply the puck with the required speed for the service to function. 

Sky are always happy to sell you the product, but you need to be aware that as with all streaming products, not just from Sky, you need to be willing to improve your broadband network to get it to function reliably.

You may need to invest in a WiFi mesh system or try some powerline adapters rather than a WiFi booster box. They rarely do much to improve things.  

[baron75mk3]

@TaipansEmporium Can you do a speedtest with the link below on a laptop or a PC , Phone etc ? so we can see exactly how much of that 150Mbpa your devices are getting also if you have a laptop can you do the test with a wired connection to it?

https://www.speedtest.net/

[TaipansEmporium]

I'm at work now but will do this later on when I get home. 👍.