Picture freezing

[JohnH28]

Had sky for 2 days have yet to watch any program without it freezing have only one puck, seems the only way to get help is from sky customers, has anyone ever had a sky engineer out to actually check they have done their job? To think I'm locked into this for 2 yrs is frightening 

[Fothergill1]

Hi @JohnH28 Firstly, I see you have only just got your stream puck so the good news is you have 31 days in which to change your mind for a full refund and cancellation of your contract.  Just don't leave it for more than 31 days or you might be stuck for the next 2 years.

One of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there are no other devices in your home using up your WiFi bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

[Stephen+Mourton]

@JohnH28   Clearly if Stream was like this for everyone we would all be sending it back, so either you have a faulty puck which would be unusual, so more likely the problem is in the set up at home.  Asuming you are not connected via an Ethernet cable and you have tried the advice given by @Fothergill1  and you still have problems, then make sure your puck does not have anything close to it, a clear space around it is important, also make sure it is not close to any electrical equipment especially soundbars, and is on a wooden shelf rather than glass.  Finally does it have a clear line of sight to your router?  I hope that helps.

[centenary137]

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@Stephen+Mourton wrote:

@JohnH28   Finally does it have a clear line of sight to your router?  I hope that helps.

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How does that work when the puck and router are in different rooms?!

[Stephen+Mourton]

@centenary137   That's a good point. Having the puck in the same room is the ideal and one of several suggestions to ensure the best possible reception.  I have known customers with puck and router in seperate rooms and it has worked perfectly well, but others where it hasn't.  

There can be so many variables, older homes with thick stone walls can cause problems whereas more modern thinner walls work better, as already discussed the internet speed will also be a contributing factor.  As I say having them in different rooms can work perfectly well but it doesn't for others.  Our suggestions on here are just trying to cover all bases.

[centenary137]

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@Stephen+Mourton wrote:

@centenary137   That's a good point. Having the puck in the same room is the ideal and one of several suggestions to ensure the best possible reception.  I have known customers with puck and router in seperate rooms and it has worked perfectly well, but others where it hasn't.  

There can be so many variables, older homes with thick stone walls can cause problems whereas more modern thinner walls work better, as already discussed the internet speed will also be a contributing factor.  As I say having them in different rooms can work perfectly well but it doesn't for others.  Our suggestions on here are just trying to cover all bases.

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I was just wondering how it worked for people who changed over from multiroom with the older, now not supported, HD boxes. In those cases an additional puck will always be out of sight of the router. Presumably, these pucks are the same as the main just sat on the home network and a good stable wifi system is essential in those circumstances.