Puck Issue

[JulieB6]

Hi everyone,

I wonder whether anyone can help me? 

We have 2 streaming pucks but one of them has almost constant connection issues, so tv programs across multiple channels freeze or freeze intermittently, which is very annoying to say the least!

I've used the app to try and fix the problem, so Sky tells me there is an issue and all the tests are completed okay, but the puck still has an issue.

How do I go about perhaps ordering a new puck? There seems to be no info on the app that might direct you to an order page, the whole thing is getting frustrating so any help would be appreciated, thanks!

[BenJoBanjo]

@JulieB6 

Have you checked the broadband speed the dodgy puck is actually receiving, not what the MySky app tells you?

Each puck you have needs its own independent broadband connection - just because one works, doesn't guarantee that the other will. 

To check the speed being received open the Netflix app on the puck, navigate to the get help menu and run a network check. You need at least 25Mbps in order to have any chance of stability, but preferably a lot more. The connection needs to be stable and constant too. 

[JulieB6]

Hi BenJoBango,

Thanks for your reply.

Hi, Ive not been able to find settings on Netflix, however a speed test in the affected room shows 202mbps and the Sky network settings in that room show wifi is excellent. As a matter of interest, where should the puck be positioned? I have it on top of the desk behind the tv.

Do you know how I would go about ordering a new puck?

Thanks

[Hunter2660]

If you're using wi-fi then putting the puck behind the TV is not a good idea. You can check the speed you're getting by entering the Netflix app on the puck and going into the help section and clicking check your network.

[BenJoBanjo]

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@JulieB6 wrote:

@BenJoBango,

Thanks for your reply.

Hi, Ive not been able to find settings on Netflix, however a speed test in the affected room shows 202mbps and the Sky network settings in that room show wifi is excellent. As a matter of interest, where should the puck be positioned? I have it on top of the desk behind the tv.

Do you know how I would go about ordering a new puck?

Thanks

---

Open the Netflix app and navigate to the get help menu at the top left when you click on your profile avatar. 

A speed test in the affected room doesn't tell you what the puck is receiving - which is the crucial thing. 

The pucks are quite susceptible to WiFi interference if not placed out in the open. Behind the TV isn't ideal as the TV itself can act as a WiFi barrier or cause interference. 

If, following the troubleshooting, you still experience issues, try swapping your pucks over - this will tell you if one is faulty or not. If you believe it is then you'll need to ring Sky to request a replacement. There is no means of doing it online. 

[lettice]

@JulieB6 

Can you do 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 over to  the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

[lettice]

Further advice to above about avoiding any interference;

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.

[JulieB6 · Accepted solution]

Thanks, we have moved the puck now and all is working fine!