New Puck, New Problems

[Johndm1957]

After having issues fir some time, just installed a new Puck.

After only 24 hours, we have Ch4 and Ch5 apps failing to load, then massive picture quality loss while watching.

Back on to  sky channels, now getting intermittent picture freeze for a second or so.

Its now becoming rather tiresome with content rebooting or power cycling to get it to work properly.

 I'm still in contact at present, but seriously considering giving up on Sky altogether after over 30 years.

[GD1]

@Johndm1957  How is your puck connecting to your router? 

Open the netflic app, go to Get Help, run the connection test, what speed is the puck getting?

[Mister_Dalek]

@Johndm1957 

Definitely follow the advice of @GD1 and check your network speed. 

Sky Stream pucks rely entirely on receiving a fast and stable broadband connection in order to function with any sort of stability. 

[Johndm1957]

Ethernet connection with a stable 945 meg connection to my Apple TV next to the Puck

All my AV equipment is connected via Ethernet with high quality Ethernet and HDMI cables 

[Mister_Dalek]

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@Johndm1957 wrote:

Ethernet connection with a stable 945 meg connection to my Apple TV next to the Puck

All my AV equipment is connected via Ethernet with high quality Ethernet and HDMI cables 

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Don't know what else to suggest then I'm afraid.

I gave up with my puck and reverted to watching everything via our Apple TV 4K box with a cheap NOW subscription for Sky content. Haven't had any issues with that and don't miss the puck at all. 

[Johndm1957]

That's the exact direction I'm heading at the moment, need to check penalties for ending contract early

[Mister_Dalek]

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@Johndm1957 wrote:

That's the exact direction I'm heading at the moment, need to check penalties for ending contract early

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Based on what others on this forum have experienced, Sky can let you exit a long term Stream contract penalty free if the advertised service isn't being received in a satisfactory manner. 

[Exiled-in-HH]

@Johndm1957  Who is your ISP?

[Johndm1957]

Virgin internet, but I use Cloudfire and Google DNS servers

[Johndm1957]

So after watching a C5 program in variable picture quality throughout, decided to get back to House of Dragons, but picture kept freezing for a second or so before we got past the titles.

Called Sky CS, puck number 3 incoming.........I'm not convinced puck number 2 was new.

it looked like a return to me, it was not 100% clean as a brand new one would be

[fabmartel]

I would use only one DNS supplier to see if that's the issue; I tried an Ethernet connection as well but had the same issues but they went when I reverted to WiFi. Just a suggestion

[Johndm1957]

I will try puck number 3 on Wi-Fi instead of Ethernet. I have my own high end router with my Virgin suppled router in modem only mode. Puck and router are in the same room so I should get a perfect signal.

is the puck capable of connecting to 5ghz as I've split my Wi-Fi bands with two separate SSID's?

[Johndm1957]

Quick question,

does anyone recall if the stream puck has a plastic cover to peel off when brand new?

I think I've got a customer return as it was a little dusty and looked used?

[GD1]

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@Johndm1957 wrote:

Quick question,

does anyone recall if the stream puck has a plastic cover to peel off when brand new?

I think I've got a customer return as it was a little dusty and looked used?

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It is likely you have a refurbished puck as these are loaned to customers.

[TimmyBGood]

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@Johndm1957 wrote:

does anyone recall if the stream puck has a plastic cover to peel off when brand new?

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That would contradict the ambition of Sky to eliminate disposable plastic from its supply chain.

https://www.skygroup.sky/article/sky-to-remove-all-single-use-plastic-from-its-business 

I'd observe there are numerous unboxing videos on YouTube if you really want to research the issue.