Pixelated TV on Stream since Full fibre fitted

[MMMJ66]

We've recently had the top full fibre package installed (900mbs) we already had Sky Stream, but during the evenings only the TV streaming on all channels is pixelated. The day time is fine.

Now, I did a speed test and during two evenings (so far) we had in the 400's mbs a lot less than the guaranteed 600mbs so maybe this is a reason. 

Its also making my laptop work slow (its not the laptop as it was working fine with the previous supplier at half the mbs. There's us thinking that this would make working from home easier!!

We didn't have an issue with either with the previous supplier!! Maybe an engineer should come out? Or are Sky reducing the bandwidth during the evenings??

Anyone else solved this issue?? TIA

[HavencroftKev]

I assure you it isn't the speed which is the problem.

I can only get 80mbs speeds and have very few issues. 

Regarding the pixelation, is your Puck connected via WiFi or Ethernet cable? Mine is connected via Ethernet cable and I have very few issues.

Another thing you could try is restarting the box from the settings menu, however don't do a factory reset. 

[Ellie_TV]

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@MMMJ66 wrote:

We've recently had the top full fibre package installed (900mbs) we already had Sky Stream, but during the evenings only the TV streaming on all channels is pixelated. The day time is fine.

Now, I did a speed test and during two evenings (so far) we had in the 400's mbs a lot less than the guaranteed 600mbs so maybe this is a reason. 

Its also making my laptop work slow (its not the laptop as it was working fine with the previous supplier at half the mbs. There's us thinking that this would make working from home easier!!

We didn't have an issue with either with the previous supplier!! Maybe an engineer should come out? Or are Sky reducing the bandwidth during the evenings??

Anyone else solved this issue?? TIA

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Did  you run the speed test on the Netflix app on the Stream puck itself? This will tell you the actual speed the puck is receiving which is the most important thing. Open the Netflix app, navigate to the get help menu and run a network check. What speed is reported?

[MMMJ66]

Thanks for your reply, the puck is wi-fi as it's on the wall! It's just strange as it's fine in the day but about 8pm it goes all pixelated!!

[MMMJ66]

Hi, thanks for the advice. I've run a Netflix test and we only get 278mbps!!

[Ellie_TV]

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@MMMJ66 wrote:

Hi, thanks for the advice. I've run a Netflix test and we only get 278mbps!!

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That's more than enough speed but the key factor is it needs to be a constant speed with as little interference and fluctuation as possible. Run the test a few times and see if the speed varies. 

When you say the puck is on the wall, is it positioned vertically? The WiFi antenna inside it is designed to function better with the puck positioned flat on a table top. 

[MMMJ66]

The TV was put on the wall and the puck was just placed in the void between the wall and the tv. I have tried moving higher and flat but it makes. I difference. Strangely, when we were with TalkTalk, the puck was vertically in the void with no issues, only since changing to Sky has it been a problem. 

[Ellie_TV]

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@MMMJ66 wrote:

The TV was put on the wall and the puck was just placed in the void between the wall and the tv. I have tried moving higher and flat but it makes. I difference. Strangely, when we were with TalkTalk, the puck was vertically in the void with no issues, only since changing to Sky has it been a problem. 

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It would perhaps be worth changing the WiFi channels being used by your router. A reboot of the router will usually scan for a less congested channel and can often provide a better signal. Also might be worth splitting the 2.4Ghz and 5Ghz channels so you can choose which one to connect to. 

If you post on the Sky Broadband forum you'll get better advice about how to do this on your particular router. 

[MMMJ66]

Thanks for the advice, yeah might need help on that!!