Periodic drop of signal on stream puck

[Hoxy14]

I can be watching football in my other room and it just drop a signal. I'm having to then either reset the puck or turn off the socket at wall to get it sorted again. No issue with WiFi as my phone is constantly full bars

[GD1]

@Hoxy14  Pucks need a consitant steady signal, on your puck, open the netflix app, go to Get Help, run the connection test, what speed is being reported?

[Hoxy14]

16.34mbps what am I expecting for steady signal

[MarkGoldsmith]

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@Hoxy14 wrote:
16.34mbps what am I expecting for steady signal

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That's the problem - you need at least 30 mbps as the minimum for the platform to function.

Do you know what broadband speed you are getting to your property?

[Hoxy14]

Okay I'm on sky 150 full fibre. Says should be good for 30mbps

[Anonymous]

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@Hoxy14 wrote:
16.34mbps what am I expecting for steady signal

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Yeah unfortunately this is much too low. But let's keep digging. Can you go to fast.com on your phone on the same WiFi and report back what that one says please?

Fast.com is Netflix's test again, but this time on your phone so we can ascertain if it's a general problem with your connection or if your Stream puck is struggling to get a good connection. 

[Hoxy14]

Upload is 28mbps. Main speed was 100mbps

[Anonymous]

Ok that's good. It gives us something to work to and shows your network can get to the required speeds. 

Could you describe your Puck setup please? Is it WiFi or is it Ethernet? Where is the puck positioned, is it hidden away, next to any big bits of metal etc. ?

[Hoxy14]

Wall mount set up. Puck on wooden cupboard underneath. I have a WiFi booster in the room its in that matches the speeds I sent you. No metal around it or glass tried to avoid that 

[Anonymous]

Okay thank you. So just to confirm, if you go to fast.com in that room are you still getting those good speeds?

[Hoxy14]

Yeah absolutely. It's random and intermittent. In the living room I randomly have to reset my other puck as well. Could it be an issue if someone else watching say a program through an app on the TV whilst I'm trying to watch the main TV?

[Anonymous]

It could be because it's all about available bandwidth. Hypothetically, if both TVs require 30Mbps to stream (hypothetically) then you need at least 60Mbps available. Account for WiFi interference and other network usage and it could easily exhaust that.

That's a bit annoying for when you want whole home of course.

But just to check something, could you make sure nothing else is using WiFi and then try this affected box again for the Netflix app speed test please?

[Hoxy14]

Yeah I'll check later on and update 👍 

[Anonymous]

Thank you! Hopefully we can get this performing a bit better for you.