Pixelated picture and sound issues

[Nick852]

I currently have sky streaming tv using the puck's not glass. I keep getting a pixelated picture and sound is intermittent. It's been like this numerous times now. There doesn't seem to be an issue with the WiFi connection as other devices in the house are connected and working. I also have the fast speed broadband you can buy through sky. I was promised that this would never happen and quite frankly I'm not impressed with the sky streams and wish I opted for the sky Q.

[lettice]

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way to test is via a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, over say a half hour period during tests.
What is your speed for each puck?

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving is OFF.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Super+Anthony]

It was really pixelated on TNT sports ultimate last night. I will say it again, absolutely nothing to do with my network, which is all perfect. Issue lies with Sky stream puck and can't seem to cope with fast speeds. Until Sky sort, we will still face these issues.

[MarkGoldsmith]

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@Super+Anthony wrote:

It was really pixelated on TNT sports ultimate last night. I will say it again, absolutely nothing to do with my network, which is all perfect. Issue lies with Sky stream puck and can't seem to cope with fast speeds. Until Sky sort, we will still face these issues.

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Funny that - I had absolutely no issues whatsoever watching football on TNT sports last night. Surely if it was a generic sky/puck issue I would have suffered the same problem  as you @Super+Anthony ?

[Super+Anthony]

Not necessarily @MarkGoldsmith 😉 

[MarkGoldsmith]

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@Super+Anthony wrote:

Not necessarily @MarkGoldsmith 😉 

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How could that possibly be the case? You keep saying the puck is full of issues and needs a hardware upgrade. If the issue was with the puck hardware then it would be affecting the majority of customers surely. 

You really need to pay attention to the evidence that is presented rather than just making generic comments on threads that the puck hardware is the problem.