No sound from sky puck

[John19633]

Sound seams to break up then stops for about half an hour, then comes on again. 

[GD1]

@John19633   If you've not already tried this unplug the box from the power for 30 seconds and plug back in.

You can also go to the settings menu to change the audio setting from it's current to pass through, then back to the original settings, this should restore the sound.

[John19633]

Done all that, even been on the sky guru telling me to do things I've already done. I would like a phone number for an engineer to come out. I think it's something to do with the phone connection outside. 

[GD1]

@John19633  Sky stream/Glass does not have engineers to come out, you'll need to call Sky for a replacement puck if it can't be fixed.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[John19633]

Had one delivered a couple of days ago, still same problem, can't be my tv,because the sound works. 

[Mister_Dalek]

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@John19633 wrote:

Had a sky puck delivered a couple of days ago and still the same problem, can't be my tv because the sound comes back on 

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What's the make and model of your TV? Are you connecting the puck directly to it using the supplied HDMI cable, or is it routed via a soundbar or AVR? 

What broadband speed is the puck receiving? To find out, open the Netflix app, navigate to the get help menu and run a network check. 

[John19633]

It's a Bush tv( about 4 years old) it's connected to the hmci socket from the sky puck and the connection speed from Netflix is 32.10mbps

[John19633]

It seems to break up in the morning ( up to about 8 o'clock ) then it's fine then it starts to break up again at about 8 o'clock at night. 

[GD1]

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@John19633 wrote:

It's a Bush tv( about 4 years old) it's connected to the hmci socket from the sky puck and the connection speed from Netflix is 32.10mbps

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32 mbps is borderline for HD on  stream puck as the recommended minimum broadband speed of 25Mbps for HD and 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

What is your full broadband speed supposed to be?

[Mister_Dalek]

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@John19633 wrote:

It's a Bush tv( about 4 years old) it's connected to the hmci socket from the sky puck and the connection speed from Netflix is 32.10mbps

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Your broadband speed is on the edge of being useable for Sky Stream. At peak times of day the speed may be fluctuating too much to sustain a stable connection to your puck. 

Sky Stream relies entirely on a fast and, more importantly, stable connection to function with any sort of reliability. 

What speed of broadband are you paying for and are you supposed to receive? If you are connecting via WiFi can you try using ethernet instead to see if it improves?

[John19633]

Sorry, how do I get ethernet, not very tech savey (61).

[Mister_Dalek]

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@John19633 wrote:

Sorry, how do I get ethernet, not very tech savey (61).

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Ethernet is essentially a cable that connects to your broadband router at one end and the Sky Stream puck at the other. It sends your broadband connection direct to the puck through the cable rather than via WiFi, therefore giving faster and more stable speed. 

You can get ethernet cables very cheaply for just a few pounds, depending on length. You may even have one lying around as they often come with broadband routers.