Problem with new puk

[T29OMY]

Hi, I am having issues with my new sky puk. I have only had this for a couple of days but the performance of it is really poor. I have moved the puk so that it has clear line of sight to the sky router but I have to reset it hourly as it either cuts out or freezes. The internet speed is 100Mbps  and all of my other devices smart tv, phone etc all work perfectly well. It appears to me that the puk cannot sustain contact with the router. Can anyone help?

[BenJoBanjo · Accepted solution]

@T29OMY 

What speed is your puck actually receiving? Run a network check from the get help menu on the Netflix app to find out. 
SkyOS runs largely from Sky's servers rather than from the puck itself so your broadband connection needs to be fast and stable with minimal jitter and interference. If you can connect the puck to your router with an ethernet cable and turn WiFi off then you may get a more stable service. 

[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.

Sky recommended minimum broadband speed is 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or  watch in UHD.

If you use the Sky Sports live sync option, that will add a few Mbps extra per puck.

 
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 handful of times, over say a half hour period during tests, possibly at your busy household internet usage times.
What is your speed for each puck?

Your Sky Stream pucks 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.

It's always not wise to have such a device as a puck that close to a broadband router, so make sure the router and puck are at least six feet apart, when using wifi.

Make sure to change your pucks to the following recommended settings set in the Puck Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

For good practice, get in the habit  of doing a Puck settings restart, at least once a week.

It clears any cache and keeps the Sky Stream puck focussed .on the correct many service paths it needs to connect to at anytime.

Go to Settings>Systems Management>Resets & Updates
Select Restart device

Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

[T29OMY]

Hi, and thanks for the replies. The puk is sitting around 3-metres away from the router and is in clear sight of the router. The Wi-Fi speed is showing on Netflix as 102Mbps and if I switch off Wi-Fi and use an Ethernet cable it shows 85 Mbps. The only other things on broadband are my phone, an echo show plus my smart tv but the tv is what I watch sky on. You start watching something then the puk just randomly switches itself off (maybe after an hour maybe 10-minutes) If you switch the power off and and reset it works again but you need to switch it on an off again away more than you should have to. I did a hard reset when having a text conversation with a sky engineer but that did not improve the situation.

[BenJoBanjo]

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@T29OMY wrote:

Hi, and thanks for the replies. The puk is sitting around 3-metres away from the router and is in clear sight of the router. The Wi-Fi speed is showing on Netflix as 102Mbps and if I switch off Wi-Fi and use an Ethernet cable it shows 85 Mbps. The only other things on broadband are my phone, an echo show plus my smart tv but the tv is what I watch sky on. You start watching something then the puk just randomly switches itself off (maybe after an hour maybe 10-minutes) If you switch the power off and and reset it works again but you need to switch it on an off again away more than you should have to. I did a hard reset when having a text conversation with a sky engineer but that did not improve the situation.

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You might have a dodgy puck then. Give Sky a ring and get a replacement to see if it's any better.