No channels technical fault

[chrisybhoy65]

Technical fault message, cannot access any channels

[MarkGoldsmith]

@chrisybhoy65 try rebooting your puck by turning it off at the plug for a couple of minutes.

[Toryboy]

I've had it so many times it's getting ridiculous now. Download speed is 80meg everything in the house works fine except these pucks ... sound goes, pictures  freezes .. Tried unplugging, rebooting .. tried using a cable and then WiFi any help would be appreciated 

[MarkGoldsmith]

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@Toryboy wrote:

I've had it so many times it's getting ridiculous now. Download speed is 80meg everything in the house works fine except these pucks ... sound goes, pictures  freezes .. Tried unplugging, rebooting .. tried using a cable and then WiFi any help would be appreciated 

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@Toryboy when you tried using the ethernet cable, did you also disable the Wifi via the Settings menu on the puck? Rather annoyingly even if connected via an ethernet cable, if the Wifi is also enabled it will switch back over to the Wifi from ethernet.

[Exiled-in-HH]

It is strange Sky haven't addressed such a serious defect🤔

[Toryboy]

Hi thanks for the reply, yes I've tried everything. I've got 4 of these pucks. I did turn off the WiFi last night in the settings but then went out so not actually seen if that's made any difference, thanks for the suggestion. I would like to see a manual update button in the settings so I could make sure it was upto date and also a speed test signal. 

[MarkGoldsmith]

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@Toryboy wrote:

Hi thanks for the reply, yes I've tried everything. I've got 4 of these pucks. I did turn off the WiFi last night in the settings but then went out so not actually seen if that's made any difference, thanks for the suggestion. I would like to see a manual update button in the settings so I could make sure it was upto date and also a speed test signal. 

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You can't force software updates, they are rolled out in batches which is likely the reason there is no update button.

You can do a speed test on a Sky Stream or Sky Glass by using the Netflix app, open Netflix go to Get Help and then Check Your Network and it will run the test.

[Toryboy]

@MarkGoldsmith 

When I first got them I had to do a full software reset. I gave sky a call because they weren't connecting at all. Usual hold the button in while reconnecting the power and that forced the software to download.. etc .. this constant freezing and sound going off, coupled with technical faults is really making me consider sending the whole thing back. 
My fire sticks were just so much better 

[Toryboy]

@MarkGoldsmith 

Quick update... 

WiFi turned off cable only and still showing technical fault ... 
Film plays for a while then technical fault on most channels. 
Netflix test shows 70 Meg download speed ... 

Might have to give the technical number a call again .... not really fit for purpose as is .... 

[MarkGoldsmith]

Yeah something doesn't sound right and it certainly should not be doing that based on everything you have tried.

Everything your have tested to me would point to a likely faulty puck. Sky should be able to replace it fairly easily. 

[Toryboy]

@MarkGoldsmith I'm on a mesh system and it has a few roaming connections enabled that might be making the puck try to connect to different points in the house at the same time. Even though I'm on a cable depending which device is connected to an access point I'm guessing it might be making it play up ... 

[Toryboy]

@MarkGoldsmith 

Update .... I connected my puck to my phone hotspot .... Works perfectly ! Stress tested to changing and starting multiple movies, live events, back to movies, then to sports. Starting movies, forwarding , reversing and starting again. So as far as I can see it's something that might be conflicting with my TP Link mesh system or how it's configured with it's security settings ...