My sky stream keeps freezing during football matches

[ODEBUNS71]

My sky stream keeps freezing during football matches

[bydandie]

Have you checked the speed of the network on Netflix? I think there's an issue wireless cards on some pucks. 

I had an issue that the picture would buffer on anything and the speed reported at below 7mbps until I rebooted when it jumped back to over 200mbps.

I've connected it to Ethernet for now as they wanted to charge me £50 for a new one 😳

[MarkGoldsmith]

So i'm guessing you are connecting via WIFI. The issue with Sky Glass and Sky Stream is that you need a strong and consistence WIFI signal for the devices to function properly. For various reasons a lot of people's home network setups don't quite seem to do the job, which is why connecting via an ethernet cable is usually the best solution if you experience issues like this.

Ensure you go into the puck's settings and disable WIFI as well ( otherwise it will keep switching back on to it). Once the ethernet cable is plugged in and WIFI is disabled, give the puck a reboot by turning it off at the plug for 30 seconds and it should fix this issue.

I had the exact same issue my first week of Stream, freexing during football and since i switched over from WIFI to ethernet i've had zero streaming, buffering or connectivity issues.

[ODEBUNS71]

• I have tried rebooting the puck a number of times. I even did a factory reset but the issue persists. Unfortunately, I can't connect the puck using ethernet cables because my wife does not like cables all over the house. That is the reason why I upgraded my Sky Broadband to the Gigafast level. 
• I am so frustrated 😠 that I wish I could opt out of sky stream but unfortunately, I am in contract until February 2025. 
• I wish Sky could do something about the Sky streaming service. 

[Exiled-in-HH]

The Ethernet connection would be temporary to test the internet connection😉

[MarkGoldsmith]

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@Exiled-in-HH wrote:

The Ethernet connection would be temporary to test the internet connection😉

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@ODEBUNS71 indeed if you only used ethernet for a day just to test the issues go away at that point you know the issue isn't the faulty puck but the wifi network don't being good enough for the Sky streaming platform.

You can purchases a powerline adapter for £40-50 which allows you to connect the ethernet cable to your router via plugs you connected into a eletrical socket, which negates the need to have cabels running all around the house.

I'd suggest its worth making sure the ethernet fixes the issue before purchasing the powerline adapters as a potential proper solution.

[bydandie]

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@MarkGoldsmith wrote:

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@Exiled-in-HH wrote:

The Ethernet connection would be temporary to test the internet connection😉

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@ODEBUNS71 indeed if you only used ethernet for a day just to test the issues go away at that point you know the issue isn't the faulty puck but the wifi network don't being good enough for the Sky streaming platform.

You can purchases a powerline adapter for £40-50 which allows you to connect the ethernet cable to your router via plugs you connected into a eletrical socket, which negates the need to have cabels running all around the house.

I'd suggest its worth making sure the ethernet fixes the issue before purchasing the powerline adapters as a potential proper solution.

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Of course, powerline isn't always the panacea either, as the quality of the ring main can heavily impact the throughput.  I spent over £800 in the end chasing powerline and the stated speeds were very different to the throughput.

It's really important to understand that the quality of the WiFi network isn't always the determinant factor, I have a very robust mesh network but there is definitely an issue with Stream pucks maintaining the connection.

[ODEBUNS71]

@bydandie 

I quite agree that there is an issue with the stream pucks retaining connection with the WiFi. I noticed that the pictures do not freeze when there is streaming through an app such as BBC iplayer and ITVX. The sky go app doesn't freeze either. So maybe sky could make each sports channel an individual app to resolve the issue.

[Tenlitres]

I constantly have issues with my sky stream picture freezing. I am connected via athernet cable. Have rebooted and seems to fix it for a while but comes back again. 
wish I never left bt now. Never had issues with that. Don't think I will renew when I'm past the fixed period. 

[jatin000]

I agree, its driving me up the wall and back, i wish i stayed with virginmedia now, as the stream constantly freezes randomly everyday and all through the day at very odd hours. I dont know how the sky RnD tested this out. Its ridiculous. Football matches, live TV, movies, anything watched the sky stream puck would disconnect saying "looking for wireless", even though the unit is hard wired since day one.

The wireless is turned off, the standby mode is off [which means its constantly on] and still halts during TV broadcast and says "no wireless connection".

From football to movies, to TV, to everything, I cant understand this annoyance. The house is hardwired top to bottom for TV services and everything else is wireless. The sky stream puck is the only device that disconnects randomly. Tempted to disconnect it and return this nonsense.

[DFBatman65]

I'm relatively new to Sky stream and so far I'm less than impressed.

Switching to ethernet is a workaround at best and not an answer. I have 1Gb internet via Eir. I have software to measure the performance of the network. There is no network issue, I have download speeds in excess of 650Mb (no noise, jitter, etc), yet I get constant freezes and eventually it completely fails with "There is a technical fault on thsi channel, please try later.  I've switched between mesh wifi and nativer Eir wifi and this makes no difference.  The irony is if I open my laptop, connect to the same wifi newtork and start Sky Go ... it works fine. Netflix,  Prime, RTE player, Paramount, Disney+ all work fine through the TV, using the same wifi.

It appears that sky cannot handle the thoughput for live events through Sky Stream. I haven't been able to watch the match today at all, other than through Sky Go

[Jonn0 · Accepted solution]

It's quite possible that these freezes may be occurng at Sky's server infrastructure rather than at the client end.  It used to be the same with the Sky Go app; lots of comments on these pages about people trying to upgrade their home setups to resolve it whereas I did nothing and the issue went away eventually.

[Icon2705]

I've only just switched from satellite to stream and experiencing exactly the same issues (and frustrations) whilst there have been a few issues on some apps, it does seem to be predominantly on sky sports and football in particular! My fibre box is in a different room from the TV, so not practical running ethernet cables, no intention on spending money on other equipment on the off chance it fixes the issue either! After more than 20 years using sky I'm getting to the point now of leaving