My Sky streaming puck keep on freezing.

[Mnrddy]

Hi all,

This is my first post. My sky streaming puck is keep on freezing. I need to take off the power and plug in again to restart. Some time it does work and some times I need to do this 2-5 times repeatedly. During world cup matches I got frustuated with this. What should I do, should I change it? 

[Angel_Aka]

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@Mnrddy wrote:

Hi all,

This is my first post. My sky streaming puck is keep on freezing. I need to take off the power and plug in again to restart. Some time it does work and some times I need to do this 2-5 times repeatedly. During world cup matches I got frustuated with this. What should I do, should I change it? 

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First off you need to check the broadband speed being received by the puck. If you read most of the other posts on this forum, they relate to issues created by a lack of speed or quality in the broadband connection. 

The only way to find out what your puck is receiving is to run a network check from the get help menu on the Netflix app - top left by clicking on your profile avatar in the Netflix app. 

You need a sustained minimum of 25Mbps for HD streaming but preferably a lot more. Stream pucks rely entirely on you providing a fast and stable broadband connection so you have to be prepared to do some troubleshooting on your network. 

[Mnrddy]

Thank you for your reply, but I can stream Netflix without any interuptions. I have even Prime which also streams with good quality without any interuptions. I work from home most of the time. I have been with Sky for the last 12 years, I never get this kind of problem. But still I will check whatever you suggested. Thanks once again for your time.

[Imogen023]

I have the exact same problem. Connection at 306mbps. Done all the resets & can't find a way to get through to an actual human at Sky. I only got their broadband 4 days ago & am looking to cancel already as the entire thing has been a nightmare.

[Angel_Aka]

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@Mnrddy wrote:

Thank you for your reply, but I can stream Netflix without any interuptions. I have even Prime which also streams with good quality without any interuptions. I work from home most of the time. I have been with Sky for the last 12 years, I never get this kind of problem. But still I will check whatever you suggested. Thanks once again for your time.

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Netflix and Prime Video streams come from different servers - all the live channel streams and on demand content come from Sky's own increasingly congested servers and can consume a lot more bandwidth.

SkyOS which the puck runs on is also almost entirely server-based, unlike most other streaming devices, therefore it requires a constant fast and stable connection, otherwise issues can arise. Even small speed fluctuations or momentary interference from other devices can cause issues. 

Run the network check from the Netflix app a few times and see if the speed fluctuates much. If it doesn't then you may just have a faulty puck and Sky will replace it if after you have followed their troubleshooting to no avail. 

[Mnrddy]

You are correct, I checked my network on Netflix. Within 10 minutes, it is fluctuating. -285.96, -93.16, -83.93, -105, -88 . These are the values and when I checked network speed via Sky app, it says you have 300MBPS speed. It says 'You have our Speed Guarantee'. I don't know what to do now. My confidence on sky is vanished now. I thought the problem is with my puck but it is with Sky broadband. While typing this, My streaming is frozen again.

[Mnrddy]

I connected with Sky team . Till today they couldn't resolve my problem. Total 3 agents changed since yesterday. Every agent asked the same questions and asked me to do the same trouble shooting steps. Then they will offer upgrade for more price. My question is when I connected with Ethernet, still my puck freezes, no ther device is connected to internet then also it freezes, then even if I upgrade to full fibre 500Mbps. A simple TV can't live stram with Full fibre 300 Mbps, what is the guarantee it works with 500 Mbps. By the way my problem became more worse, Now even home page is not loading.

[Mnrddy · Accepted solution]

Finally, They have sent me the new puck. It is working fine. No freezing. at the moment. Thank you all for your responses.