New to Sky Stream - buffering issues already

[SkyIsFrustrating]

Moved from Virgin Media to Sky. Received the Sky puck yesterday, connected via WiFi (WEP) and off it went with the setup.

From the start, it seemed to buffer/stutter on programmes but I thought this was due to the puck recieving updates. However, after reseting the box, rebooting several times it didn't fix it. Following the advice I found (via google)around changing the audio to "pass-through" that had helped others, I did the same and it seemed to help .
Today however, the programmes run for a few minutes then I get a message "waiting to load program" then it kicks me out back to the main screen. I've ordered a cat5 cable to see if a wired connection will be better, but as I'm still in my cooling off period I'm wondering whether to actually cancel the TV service and use NOW TV which I've not had any issues with in the past? 

Looking for any other fixes people have discovered, but in all honesty as a customer we shouldnt need to do this, it should just work.

My current Broadband is 500MBps although I'm connecting through WiFi so that's obviously got it's limitation. But the Virgin Tivo box connected through WiFi and there were no issues so.....

[MarkGoldsmith]

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@SkyIsFrustrating wrote:

Looking for any other fixes people have discovered, but in all honesty as a customer we shouldnt need to do this, it should just work.

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@SkyIsFrustrating unfortunately, due to the way the platform works ( in that it requires a constant connection to Sky's servers for practically everything to run), that does mean that a key requirement for the platform is a strong, stable and consistent internet connection to the Sky Stream puck. This is where connecting the puck via ethernet cable is typically the best option, as the routers provided as standard by most ISPs are going to be relatively cheap and basic routers, and there are numerous local factors with each property which will create network interference that will cause connections to drop out for short periods. Together, these factors can easily cause some customers to have issues using the platform over Wi-Fi.

[SkyIsFrustrating]

thanks for your reply and thoughts. I would agree with you to some extent around the connection to the Sky servers and consistent connection but as I mentioned, when I've used NOW TV in the past which is an app on the TV (which is connected over WiFi) I've never had an issue. It is down to to the puck itself and the underlying OS? 

I'll see how I get on with a wired connection and take it from there. Thanks 

[GD1]

@SkyIsFrustrating  Sky stream needs a constant speed to the puck (minimum 25mbps for HD & 35Mbps for UHD)  Now TV etc does not, so you need to ensure the puck if getting enough speed by checking the netflix app on the puck, go to get help, run connection test, what speed is bieng reported/

Over wifi you'll never get the same speeds as you do to the hub so regardless of like speed any weak or poor wifi will show this kind of issue.

[Angel_Aka]

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@SkyIsFrustrating wrote:

thanks for your reply and thoughts. I would agree with you to some extent around the connection to the Sky servers and consistent connection but as I mentioned, when I've used NOW TV in the past which is an app on the TV (which is connected over WiFi) I've never had an issue. It is down to to the puck itself and the underlying OS? 

I'll see how I get on with a wired connection and take it from there. Thanks 

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NOW differs from Sky Stream because NOW is an app hosted locally on your TV or on a streaming device. The app itself is stored and run from the device's own internal storage, using the device's RAM and processing. Only the actual content is then streamed using your broadband connection. 

Sky Stream and SkyOS are different. The Sky Stream puck has very little internal storage and runs most of the Operating System from Sky's servers, including all the apps - they are not stored on the puck itself. This is why it's deemed better to connect the puck using an ethernet cable to give the best chance of having a stable, constant connection to the server. 

[SkyIsFrustrating]

I'm guessing you like to repost this info. max speed from Wifi is 54-56Mbps regardless. As I've already said, the connection from the Wifi should be good as my other devices have no issue streaming (TV, Laptop, Ipad etc). So I'm guessing it's down to the puck or as suggested the fact that it's streamed directly out of the sky servers. 
I'm now trying a wired connection and getting the same issue. I'll discuss with Sky tomorrow but unless they have a magic wand I'll be cancelling this service as it's not what I signed up to.

[baron75mk3]

@SkyIsFrustrating 

I have only been with stream for about 3 weeks i did encounter your issue but only 1 time , after a lot of suggestions one seemed to fix it

(i say seemed as i only encountered it one time so it may have been just a hiccup & coincidentally stopped when i applied the fix)

It was in a thread here somwhere where it was suggested that IPV6 was causing a lot of issues like this with sky stream it was suggested to disable it , i did this & not had an issue since , like i said it may not be a fix but its worth a try , means going into your router settings & disabling it though & yeah i get it the customer shouldnt have to do this but it is what it is , as for a cat5e cable sure its a fast cable but the port is  limited to only 10\100 so you can use any cable just might be an idea to save the cash as a cat5e cable is not really needed.

[lettice]

@SkyIsFrustrating 

Firstly not sure what your 'passthrough' mention is about.

That is an audio setting change and will not affect anything to do with your wifi connection to the puck.

Your mention of wifi speed of 54-56Mbps from a 500Mbps broadband connection, sounds poor.

That speed is only just above the bottom limit we have found to offer a reliable service with Stream/Glass.

Is your puck a long way from your router?

Assume that speed is from using the Speedtest app on Netflix on the puck?

For the Netflix speed test.
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 several times, say over a half hour period or your busiest home internet usage times.

By the way if you try connecting via an ethernet cable, make sure you turn wifi off in settings and perform a settings restart after doing so.

Also, as has been mentioned above having  a good local network is a key factor for having a reliable experience with Sky Stream.

It may be suffering from interference, the puck, 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.
If you can, have the puck 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.

[Nveg]

Sky is advertised as working over wifi but you use low quality equipment which is the problem which you wont admit.   How many years has wifi been around and you still try and fob people off with excuses

[GD1]

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@Nveg wrote:

Sky is advertised as working over wifi but you use low quality equipment which is the problem which you wont admit.   How many years has wifi been around and you still try and fob people off with excuses

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You do know you're directly that at a fellow customer right? And that we have no influence over Sky's products?