Multiple sky stream issues

[greydoorframe]

Hello,

I've been using Sky Stream for the past year (Paying £99 per month) and I'm disappointed with the performance of my two Stream boxes.

The issues I have each day are:

1. When trying to go back to TV guide when watching a live channel, the TV guide doesn't appear, just the usual background screen which the TV guide usually appears on. I then have to press the Home button to get the TV guide to appear again.

2. Netflix and other apps stick on a blank black screen or crash back to the home screen. I have to restart the box for them to load successfully.

3. UHD sky sports can be choppy at times (as if the box can't cope with the higher frame rate)

4. Remote stops functioning completely until I press the right or left button about 30 times (almost as if it goes to sleep then doesn't reconnect)

Wifi router is in the next room to the Sky Stream box. Not sure if it's worth connecting via ethernet cable to see if things improve. 

All in all disappointed in the service I am receiving for £99 per month. I read some users moved to Sky Q which performed better for them.

Considering switching back to Virgin Stream or maybe EE TV when my contract is up as Virgin Stream was much more stable. 

[Stephen+Mourton]

Well there are lot of things there.  I suspect a large proportion of them would be fixed if you attached an Ethernet cable.  Sky recommend either that or the router is in the same room with a clear line of site and away from windows and other objects which is quite some ask!  
Once you have attached the Ethernet cable and hopefully solved a lot of those issues, go to Setings, System Management and Resets & updates. Select Refresh apps, which will take a little while, and finish with Restart device.  Hopefully most of those issues will go away.

[greydoorframe]

Thanks for your reply. I'll try and ethernet cable and see if things improve.

If they don't think it will be back to Virgin Stream in December when my contact finishes. 

[lettice · Accepted solution]

This all sounds like a local network issue

Can you do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Your pucks may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
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>
Turn wifi OFF under Network if you are going to connect via ethernet.
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[greydoorframe]

Rearranged my rooms a little, including the location of my TV and Sky Stream boxes and performance seems to be a bit better. 

Noticed in my router app the signal was Medium before, now showing as Excellent, so looks like it may,'ve been the Wi-Fi signal quality was the issue.

Thanks for the help