Please wait for your programme to load?

[TaipansEmporium]

Just had sky stream and full fibre 150 installed and frankly, we wish we hadn't. We've had a dish for years but got fed up with pixellation during heavy rains so we went for sky stream, but we have more problems with this system than with our old dish!?! We get pixellatioion, no sound, frozen pictures etc. We are bitterly disappointed. Do we have any recourse on this? Can we get out of our new contract and go back to a dish system?

TIA.

[Hunter2660]

First up can you try a speed test. Open Netflix on the puck, go up to the help section and scroll down to network check. This will give the speed your puck is receiving.

[Fothergill1]

Hi @TaipansEmporium and welcome to the forum.  It sound as though your 150 WiFi is not up to the task of running Sky Stream for some reason (in theory it should be adequate) . I see @Hunter2660 had given you some advice on checking the speed of your WiFi via Netflix.    The Netflix App measures the speed at the puck which is important and not the speed at the router.  Speed at the puck is often much lower than you expect, as an example I have 1Gb at my router and get around 840 mbps on my laptop and mobile BUT only get 300-350 at my stream puck (this is more than enough so I have never bothered to find out why it is lower than expected)..

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 is nothing else 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

If you are not happy with your new Stream experience you can cancel within the 31 days cooling off period and return to your old Sky Q.

[TaipansEmporium]

Hi All 

Thanks for the replies. I ran all of Skys tests last night and the end answer is to come on here and see how others are finding it!

Anyway all SLK's tests we're fine and I just checked on Netflix as suggested and git the results below. I will check the Netflix speed next time it plays up as traffic is probably lower in the daytime.

the new system has been like this from day1, although not normally as bad as last night!  Initially were streaming through our previous sky broadband and assumed once the sky fibre was installed the problem would go away but sadly it hasn't.

The open reach guys put the box at the front of the house even though we said the living room and router was at the back of the house. The grumpy sky installer said he could only drill through to the other side of the wall to the OR box and moved our router to their and put a white booster box in the lounge. Maybe this just isn't working well enough?

[url=https://ibb.co/XZN0wPVR][img]https://i.ibb.co/N6QD4q7B/IMG-1133.jpg[/img][/url]

[TaipansEmporium]

 

[BenJoBanjo]

---

@TaipansEmporium wrote:

 

---

126Mbps is more than enough for Sky Stream to function, but the signal needs to remain stable and fast. If it fluctuates or picks up interference from other devices then it can cause your puck to throw a wobbly and not function very well. 

Stream pucks are quite sensitive to such things and needs as stable a connection as possible, either via WiFi or ethernet.

If you can't provide this then you'd be better off switching back to Q where the connection between the Q box and the dish is maintained and managed by Sky. 

[TaipansEmporium]

I can't get a picture at all on any channel now, and just checked the Netflix setting and I'm only getting 0.993 Mbps. So I guess I need to get onto Sky as this is unacceptable. Ho hum...

[BenJoBanjo]

---

@TaipansEmporium wrote:

I can't get a picture at all on any channel now, and just checked the Netflix setting and I'm only getting 0.993 Mbps. So I guess I need to get onto Sky as this is unacceptable. Ho hum...

---

If your router is positioned far from the Stream puck then you'll likely need to invest some time and money into improving your WiFi range. You can do this with a mesh system or with powerline adapters. Sky might provide you with booster boxes if you have paid extra for WiFi Max. 

[MarkGoldsmith]

---

@TaipansEmporium wrote:

I can't get a picture at all on any channel now, and just checked the Netflix setting and I'm only getting 0.993 Mbps. So I guess I need to get onto Sky as this is unacceptable. Ho hum...

---

Where is your puck located compared to your hub? Also is the puck out in the open, if its behind the TV or on an enclosed shelf of a TV stand or cabinet then if its connected via Wifi it will almost certainly suffer interference.

[TaipansEmporium]

I contacted Sky cancellations, who were very helpful. They suggested I talk to their technical dept first and agreed to extend my cooling off period if I did so. I spoke to the tech guy who ran some checks and is sending me out a new puck. If that doesn't cure it, I can revert to Sky Q as I still have that equipment here. I'll update when the new puck arrives.

Thanks for the advice everyone. 

[TaipansEmporium]

Its under the Tv and in line of sight of the white sky booster box thing?

[Jporch316]

Also could be a line problem , especially if it has only recently been installed 

[TaipansEmporium]

I now think it's a broadband signal issue. Either because Open Reach couldn't be bothered to put their box at the back of the property, saying Sky would run the cable there. However, Sky said they can't run their cable as its too delicate to bend and has to go as direct to the Open Reach box as possible. Consequently, when the signal drops below 100Mbps I have viewing issues. Perhaps if between them, Open Reach and Sky had installed the router in the room where the puck is I wouldn't have the viewing issue I do?

It's an easy enough install as the property is a detached bungalow, so they have easy access to fit their boxes wherever it would have been best suited? Maybe it is a dodgy puck and the new one will sort it? I'm willing to give it a try as I like the idea of the streaming system, as we get viewing issues with the dish in torrential rain, albeit mainly on the weaker signal channels. I've decided I'll get a new dish installed if we revert to Skly Q, but this will be done by a private installer, as i'll not involve Sky installers again.

[lettice]

@TaipansEmporium 

Sounds like you have a Sky White Max router/hub and a Max pod (booster box).

Plus sounds like you have your router/ hub Sat next to yiur internal ONT box at the front of your house.

What you can do is run an ethernet cable from the ONT internal box at the front of your  property through your property  to your lounge and place the router where you want in the lounge and connect up the other end of that ethernet cable to that.

Then you will not need to use the Max pod (booster box)in your lounge, but could place that somewhere else in your house where you have any other black spot or poor signal.

Sky only supply a short one meter ethernet cable that goes between your router and the internal ONT box.

You can buy a longer ethernet cable yourself from the likes of Amazon. Make sure they are listed as cat5e or cat 6, (you do not need a cat 7 or 8 listed cable). They do bend, but it's best to allow a bit of extra flexibility round a tight wall corner and of course can be fed through a wall with a small hole about the size of a 5p piece.

You can also buy what are called flat ethernet cables, that can be hidden easier, like running  under carpets or under doors, that helps with the run of the cable. If going for a flat cable, choose a cat 6 cable, as they do have slightly better interference capabilities, more important for when using the flat cables.

That should be around £10-£15 for a round or flat ethernet cable, for a 15-30 meter length that should be long enough.

[lettice]

As mentioned above by others.

Having a good local network is a key factor for having a reliable experience with Sky Stream.

Your current broadband, when placed correctly should provide you with a good experience.

Things to,also consider, around 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.