Performance Problems with multiple Apps on Sky Stream

[Ryan172]

Over the last week we're noticing multiple problems using sky stream. Most notably:

• Netflix will not load when selected - screen will stay black (fixed once sky puck restarted)
• Prime video is incredibly slow, to the point it can't comfortably stream a show in 1080p (not fixed with restart)
• YouTube will freeze on one frame whilst the audio still plays (not fixed with restart)

Currently having to use a fire stick to play these apps but surely it's not unfair to expect to be able to watch these in the sky puck? Have also factory reset the device once to no avail. Is this just a bad box? We are with sky broadband and currently 300mb down fyi. 

cheers,

Ryan

[Ryan172]

Apologies, I should say - issues have persisted for well over a month but the last week it's become unbearable!

[BenJoBanjo]

---

@Ryan172 wrote:

Over the last week we're noticing multiple problems using sky stream. Most notably:

• Netflix will not load when selected - screen will stay black (fixed once sky puck restarted)
• Prime video is incredibly slow, to the point it can't comfortably stream a show in 1080p (not fixed with restart)
• YouTube will freeze on one frame whilst the audio still plays (not fixed with restart)

Currently having to use a fire stick to play these apps but surely it's not unfair to expect to be able to watch these in the sky puck? Have also factory reset the device once to no avail. Is this just a bad box? We are with sky broadband and currently 300mb down fyi. 

cheers,

Ryan

---

Have you tested the speed actually reaching your puck? Run the network check from the Netflix app to find out the real speed your puck is getting. You need a minimum of 25Mbps running constantly with minimal fluctuation in order to maintain the required connection to Sky's servers where all the apps are hosted. 

[Ryan172]

Just tested at running at 90mb. Connected via Ethernet 

[BenJoBanjo]

---

@Ryan172 wrote:

Just tested at running at 90mb. Connected via Ethernet 

---

Yeah, that's around the maximum you should be getting on ethernet. Are you sure that WiFi is turned off in the settings? If it is and things don't improve then give Sky a ring and get them to swap the puck.