No tv guide

[Beloved82]

No tv guide.  Last 4 days nothing will play properly without cutting out every 2 minutes.  Says I'm connected to network 

[GD1]

@Beloved82  How is your puck connecting to the hub?  What speed are you getting to the puck?  Open the Netflix app on the puck, go to Get Help and run the connection test, what speed is being reported here?

[Beloved82]

Connect by WiFi and speed test is 18.95mbps

[Beloved82]

Also thank you for helping! I'm really not sure what has made the tv guide just disappear.  It's just not there as an option at all 😭

[GD1]

@Beloved82  Try a restart by switching off at the wall for around 10 seconds.

The speed you're reporting is well below the minimum the stream pucks need.  

Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD is what Sky advise.

What is you nromal broadband speed?   Can you connect an ethernet cablke between the puck & hub?  If you do you'll need to go into the setting menu to the network setting and reset the network, you'd also ned to turn wifi off.

[MarkGoldsmith]

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@Beloved82 wrote:

Connect by WiFi and speed test is 18.95mbps

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That's likely your problem. The minimum recommended speed for Sky Stream is 25-30 Mbps.

If you haven't tried already you could try and simply unplug the puck for several minutes which may bring back the TV Guide. You will find when the puck's download speed goes below the minimum recommended  it will start to cause issues like this.

The bigger question is why the speed is so low. So do you know what download speed you are expecting to be getting to your property? As part of your contract you should have an estimated and minimum guaranteed speed ( this will help identify if the issue is your actual broadband connection or an issue with your WIFI/home network)

[Beloved82]

I use a 4G router with sim slot it's mobile broadband.  Has worked perfectly for a year until now. No way of doing the Ethernet sadly.  I did factory reset last night and it came back on and worked lovely. Then this morning I've got a SIM card missing issue.  Think I'll have to look into getting a 5g router instead maybe. 

[lettice]

What is the broadband speed that comes into your 4g router?

Moving to a 5g sim will not necessarily get you a better internal household bandwidth.
With 5g, you will need to have a mast pushing out a strong signal and it needs to be closer than a 4g mast to your house. If not the 5g connection will drop to a 4g signal or combination at times.

Is it the position of your 4g router that is near a window and not near to your Sky box that is causing a perhaps larger drop in in signal?
Might be worth looking at purchasing an upgraded router that has an ethernet port.

Many routers now have the ability to have an external 4g/5g aerial outside, so you can then position the router inside the house better.
There is an extra cost to this though.

[GD1]

@Beloved82  Is there an optiion for a fixed landline broadband service at your property? If so what are the results from this site (please blank out address data)  https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

5G may work if you're in a 5G area and should provide the required speeds if a fixed landline service isn't suitable.