Puck dies

[Stonechat]

I'm having to reboot my puck all day. I choose a programme in the playlist the screen goes black and nothing happens. Sometime I get a message saying a fault with channel or a fault with the programme. So I try live Tv bbc1 bbc2 and the same thing happens. Once rebooted it all works until I choose a different thing to watch and it starts all over again. Speed is good and everything else works fine. Any help would be appreciated please. I've only had stream for a few weeks and not very happy so far. 

[AndrewF_UK]

Hi @Stonechat you mentioned that your speed is good but it'll help if we can quantify that if that's ok?

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. 

[Stonechat]

Hi there and thank my connection speed at the moment says it's 35.27Mbps although this does fluctuate. 

althought I've had some teething problems today for some reason it has been particularly bad eg I list all sound just now. 

Many thanks for your reply

[AndrewF_UK]

Thanks @Stonechat

You said it fluctuates, does it ever drop below this much?

The speed is ok but borderline. If there was interference or other devices on the network causing congestion I could see it dropping below the Sky recommended 25Mbps.

Is using an Ethernet cable from your router to the puck a viable option for you? This would remove WiFi related things from the equation. 

[Stonechat]

Thank you for your reply

After a few tests I noted that it dropped down to 10Mbps but then went back up to 35 Mbos where it generally stays. 

Ethernet lead is not an option because my fibre come in at another room and router need to be connected to that. 

I have just been on the app for my router and given the puck priority over other devices so I will see how it goes fingers crossed. 

cheers

[AndrewF_UK]

This definitely sounds like the issue then. So this gives us something to work with!

In the room where your router is, can you go to fast.com on your phone and report back what kinds of speeds you're getting there please?

[Stonechat]

Ok I will give that a try thank you

[Stonechat]

Hi there. 
Ok in the room where the router is the speed is 280Mbps

[AndrewF_UK]

That's quite a drop off between the room with the router and the room with your puck! And it definitely speaks to there being an issue with the WiFi.

Hopefully your tweak to the settings will help things, but if not you might need to look at a better WiFi setup. If you're with Sky then perhaps WiFi Max is an option. 

My house suffered from poor WiFi previously too and I switched to an Eero network and now get speeds in the hundreds in all rooms.

[AndrewF_UK]

Actually one more test. Could you go into the room with your puck and try the fast.com test in there please?

Also, could you describe your puck setup please? Is it inside any kind of furniture or hidden behind the TV etc.?

[Stonechat]

Actually Andrew I've just moved it out fro the shelf it wa on and the speed is 41.83   

I will do the fast.com in the same room aswell. Thanks. 

[Stonechat]

Ok on Fast.com it's anything from 220 to 410 Mbps and that's in the room with the puck. 

everything is worth a try

[AndrewF_UK]

Ok thanks @Stonechat

Keep us posted on how it goes, but hopefully we know the broad problem area now being the WiFi.

Fingers crossed your tweaks make a difference for you!

[Stonechat]

Ok yes I'll let you know

thank you for your help 😊

[Stonechat]

Good morning

As promised I've checked the spied this a.m

Netflix 100+ Mbps

Fast.com 240+ in room with puck

I will continue to monitor during the day.