My sky stream constantly cuts out

[davidandruthhom]

I have absolutely no love for sky at the moment. 'Help' is always far at hand. 

My sky stream in the second room constructs out. 

It does not matter what channel I am watching. The audio and video either bother stop completely or they independently stop withing seconds of eachother.

Either way I am completely missing out on entertainment and the package I am paying for.

Would love to put a video clip on here as instructed in the note above this box but there are no buttons to capture video

[mikealanr · Accepted solution]

Hi @davidandruthhom 

This sounds like it's the WiFi to your puck. They need a strong and stable connection. Consider connecting via ethernet cable or home plugs and turning off WiFi in the puck settings.

The other option is to get a wireless repeater or mesh system for your WiFi. You would need to speak to your ISP for this and see if they offer it.

MikeAlanR

[Parsedave]

I have the same issue. I have tried all of the suggestions and still get the same behaviour even over ethernet (powerline). 

The main issue here is that I can stream amazon prime and Netflix from the same room over WiFi or Ethernet with no issue

This really points at the network interface of the stream device

I have 150Mbps download speed which is more than enough

If the internet connection were the issue i would see the same with Amazon and Netflix - I don't

[MarkGoldsmith]

---

@Parsedave wrote:

I have the same issue. I have tried all of the suggestions and still get the same behaviour even over ethernet (powerline). 

The main issue here is that I can stream amazon prime and Netflix from the same room over WiFi or Ethernet with no issue

This really points at the network interface of the stream device

I have 150Mbps download speed which is more than enough

If the internet connection were the issue i would see the same with Amazon and Netflix - I don't

---

When connected via Ethernet have you ensured the WiFi is disabled in the network settings?

Once the WiFi is disabled the puck should be rebooted as well.

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

[Parsedave]

@MarkGoldsmith 

Yes did all of that

[Bluethree]

Was this issue ever resolved and did we discover a solution that can be shared as I have the same issue 

[Paulguilds]

I'm having the same issue. Very fast and stable WiFi connection, all other services work. Just sky channels continually come in and out of audio! 

[Parsedave]

This was never resolved and I still have the same issue with this

We have 2 pucks to its not device specific and it happens on both WIFI and Ethernet

Regards

Dave

[MarkGoldsmith]

---

@Parsedave wrote:

This was never resolved and I still have the same issue with this

We have 2 pucks to its not device specific and it happens on both WIFI and Ethernet

Regards

Dave

---

Just checking that when you tested via ethernet, you went into the settings on the puck and disabled Wifi and then rebooted the puck. If you didn't then it was likely still using the Wifi even when you had the ethernet cable plugged in

[Parsedave]

Yes - this has all been done

I also created a rule on my firewall (Watchguard firebox) to allow all traffic from its IP address without scanning it even though I would expect it to be using HTTPS/HTTP only

[Parsedave]

ok - so I have tried a full reset

Monitoring the traffic from the puck on my firewall  its all HTTP and DNS (no HTTPS traffic)

No denied packets have been seen

Each time there is a stall in the feed I think there appears to be a new HTTP request

In less than an hour of watching BBC news (so there is an on screen clock) on a PC and the sky stream in the same room and the same ethernet connectivity the sky stream is more than 10 minutes behind where it started a little ahead of the PC

[Parsedave]

I should also add I used a HDMI computer monitor to eliminate any issues with the TV I usually use

[Parsedave]

Tested WIFI again - same results - losing time watching BBC news

Switched back to Ethernet - still getting the same as expected

Interesting

I has an amazon prime app on the TV i usually use which works without issue - no buffering etc. on the same connection

I setup the amazon prime app on the sky stream and tested - all appears to be good - no drop outs, freezing or buffering. Only watched for an hour or so but watching live tv of the sky stream doesn't last that long without buffereing, loss of picture and or out of sync sound etc.

This points to the the sky app being the issue and not the hardware

Could someong else try the same with amazon or another streaming app on the sky stream to see if you get the same or similar results to me

If this can be verified then its worth trying sky support again with the additional findings

Thanks

[Danseri]

I have the exact same issue with my Sky puck, it's absolute dog **bleep**e

Ive had my network provider monitor my internet connection for a week and had no issues

It just seems to be an issue with the way the Stream service works which needs to be fixed

[Anonymous]

@Danseri can you do the following to help establish a baseline for us please?

1. Open the Netflix app on Sky.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed and share it here.