Program wont load / Wifi connection

[Lisawilde]

Program wont load, have to watch through an app on the TV rather than the Puc. No issues with wifi connection as the TV apps run fine. Sky Puc is so slow laggy and unreliable. Disconnects from the internet all the time aswell. If we are watching, it soon goes out of sync. Ive reset internet, puc, checked updates, moved it.. this has been going on months. Why doesnt it load properly? 

 

 

 

[Lisawilde]

 

internet is fine

 

[Lisawilde]

 

Now its stuck on one screen 🙃

[Anonymous]

@Lisawilde Thanks for sending a speed test. It's also useful to do the following and share that too if that's possible?

1. Open the Netflix app on Sky.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed and share it here.

[Lisawilde]

 

[Lisawilde]

 

[Anonymous]

That speed is not going to work for Sky Stream, current requirements are 25Mbps and that's reporting 0.5Mbps.

If we can fix this, I'm confident it will work as it should.

Your other speed test showed good speed, so could you share a little info about your setup? Is it by WiFi or Ethernet? Where is it relative to your home? Is your box hidden away somewhere?

[lettice]

That speed is very poor.

Something is not right with your wifi, from your previous router supplied speed.

But, looking at your pictures with your Sky Stream puck placement, that is most probably the issue.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, which in your case looks ideal.
But you do need a reliable local network supply via wifi or ethernet and that that can be affected in a busy household.

Your Syptepream puck, I expect 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. in yourcase do not place it on top of your soundbar.
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 or directly under 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 to 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-...

[Lisawilde]

Thats not its usual position ive moved it countless times over the weeks. Our previous puc worked faultlessly in the middle of the tv unit. The apps on the TV work & all out devices. I think it's faulty 

[lettice]

As above, that speed is not good, but can you run that Netflix speed over a period of an hour, with say a handful of speed tests every ten minutes and see if it improves.

Hopefully after you have moved your puck off the soundbar and read through  those checks as I've detailed above

Once you have done the move and before doing the multiple speed tests, restart your puck from the settings menu;

On your Puck, 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