Poor puk connection

[Jean103]

Poor puk connection is showing in my sky app.  Might explain why it keeps buffering and I can't view my5 for longer than 10 minutes before it closes down.  I've checked all connections are ok and WiFi signal shows as good.   I tried adding a WiFi extender but made no difference.  

[Fothergill1]

Hi @Jean103 and welcome to the forum.

One of the main reasons for buffering or 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.  You mention that your signal is poor but you can check the exact speed 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 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

[Jean103]

Thank you.   I've disconnected most of my other devices linked to WiFi and puk is no longer showing the 'poor connection' notice in my sky account    I will try using an Ethernet connection as you suggested.    Thanks again for helping me out with the suggestion.      Glad you were there, I kept trying to speak with sky but got the robot everytime !!