Not being technjical I don't know if this should be posted here or as a Sky Stream topic but can anyone help?
I've been subscribing to Sky Stream for 3 weeks now and have had the same problem from the start. I have spoken to Sky by phone many times and complied with all their suggestions but the problem persists. I have 1 week left before my 31 days trial ends and I must then either cancel my subscription or be locked in for 24 months.
My problem existed before the recent outage problem with Sky Stream so cannot be connected to that.
After first setup Sky Stream worked perfectly but after 2 days my programme suddenly stopped. I was presented with a blue screen and was told to 'wait, your progrramme is ,loading.' After a few minutes this message changed to 'there is a technical problem with this programme please try again later.' This message then changed again to say, 'no wi-fi connection' and presented me with an opportunity to go to the network settings page.
Network settings told me there was 'a problem with your broadband.' and my system could not connect. However, an adjacent button offered me an opportunity to 'reset.' - I pressed the reset button and broadband / wi-fi was reconnected and I could continue viewing.
On fhis networks settings page there is a separate button to open 'advanced settings.' In this section there is an option to 'turn off wi-fi.' A Sky agent told me that for my in home setup, using an ethernet cable rather than wi-fi, this option should be set to 'off' so I switched it off. - A different Sky agent had previously told me that using ethernet cable provided a stronger and more stable connection and is preferable so that is why I use it. - Anyway, after having gone through all this I can resume viewing my programme again. - The problem then is that the same fault always manifests itself again at random intervals. - It might wait for 10 minutes or it might wait for one hour or more before doing so but it always comes back.
Because of advice from various Sky agents I have now replaced my router, replaced all cables to make sure I have firm connections and I have even replaced my television set to make sure this not a contributory factor to the problem. I have tried removing the ethernet caables and connecting by normal wi-fi instead but this makes no difference.
I have checked my in home setup several times using the Sky online checker but this tells me everything is working as it should and there are no problems. Sky also tell me that my broadband speed is the fastest they can deliver to my home, it is more than sufficient for my purposes, and that my broadband speed has never been less than their guaranteed minimum.
Since I canniot resolve the issue myself and SKY seem to be unable to do so can anyone here help?
Perhaps I should add that my router and my Sky Stream puck are located some distance apart and neither can be moved. Some 5 years ago, because the wi-fi in my television room and other rooms was so poor, a Sky engineer visited and eventually told me matters could not be improved upon. The materials used to construct internal walls did not permit a wi-fi signal to circulate so my only option was to demolish the walls. - Not a real option of course. - I then learned about Powerline extenders and I purchased a TP_Link extender. Having connected this to my router and synchronised the settings I then had a strong and stable wi-fi signal throughout every room in the house and beyond. There has never been a problem with the extender and I cannot see why introducing Sky Stream could have changed this.
