Puck issues

[Cooper+D]

Just setup my new sky puck, setup went fine but once I get to the Home Screen to select a channel it freezes and won't do anything and needs to be switched off at the plug or it switches off entirely requiring a reboot.

Within the first hour and a half of setting it up the screen froze 4 times and switched off completely twice.

When scrolling down the homepage it's quite juddery as well. Not a great start as a new customer. Can anyone offer any advice as how to resolve this.

[Angel_Aka]

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@Cooper+D wrote:

Just setup my new sky puck, setup went fine but once I get to the Home Screen to select a channel it freezes and won't do anything and needs to be switched off at the plug or it switches off entirely requiring a reboot.

Within the first hour and a half of setting it up the screen froze 4 times and switched off completely twice.

When scrolling down the homepage it's quite juddery as well. Not a great start as a new customer. Can anyone offer any advice as how to resolve this.

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Run a network check from the get help menu on the puck's Netflix app. This will give you an idea of the broadband speed actually being received by the puck. 

It's crucial that you provide as fast and stable enough a connection as possible otherwise Sky Stream simply won't work well. The pucks are susceptible to interference and tend to work best on ethernet with WiFi turned off. 

[Cooper+D]

I also have Apple TV that runs perfectly on the same broadband connection. I have returned to stream because I really like the layout of it, however if it's going to be an issue I may just send it back. I tried it again this morning and the screen froze twice in 35 minutes which required a reboot each time, not ideal.

if someone could escalate this to someone who knows how to fix it rather than a customer service agent who reads off a script that would be good.

[Cooper+D]

I received my stream puck yesterday and set it up last night. Set up went fine, however after that it keeps freezing and needs rebooted each time. Within an hour and a half last night it had to be rebooted six times and twice again this morning within 35 minutes. I have just came home for lunch and tried it again and it has frozen again within 15 seconds of start up.

Can someone please escalate this to someone who can genuinely fix this issue as I'm already thinking of sending it back as it's so frustrating.

I have done  speed check on Netflix and it is showing a connection speed of 132.82Mbps. I run two Apple TV boxes on the same network and it is faultless. I have returned to Stream as I really like the layout and it works for me, however if this can't be resolved I may just need to return it and stick with Apple.