Seemingly unstable Sky puck

[Paddiewack]

I've taken delivery of a replacement Sky puck this morning and it's all set up and everything's fine with the exception that when I'm watching for example YouTube it will randomly kick me out of YouTube and also you can be watching,for example BBC News  and the picture will then randomly go black and then it will return again but in a different format it's alternating between UHD and HD .All the settings are correct as confirmed via call to Customer Service who could offer no explanation. I've got Sky broadband fibre to the home 900 Mb so it isn't that.I've done a hard reset a software update and I've reset the pack to no avail. Has anybody got any ideas at all please?

[Angel_Aka]

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@Paddiewack wrote:

I've taken delivery of a replacement Sky puck this morning and it's all set up and everything's fine with the exception that when I'm watching for example YouTube it will randomly kick me out of YouTube and also you can be watching,for example BBC News  and the picture will then randomly go black and then it will return again but in a different format it's alternating between UHD and HD .All the settings are correct as confirmed via call to Customer Service who could offer no explanation. I've got Sky broadband fibre to the home 900 Mb so it isn't that.I've done a hard reset a software update and I've reset the pack to no avail. Has anybody got any ideas at all please?

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Have you checked the broadband speed actually being received by the puck. It's great that you have 900Mbs to your home, but it may not be anything close to that which the puck is actually receiving. 

Run a network check from the get help menu on the Netflix app - this will give you some idea of what it's working with. 

[Paddiewack]

I've just done that and it's 634 rather random odd number but what needs to be  remembered is that the returned puck  had exactly the same setup exactly the same location connected in exactly the same way and all the settings were precisely the same, and I didn't have this issue with it .So I don't think the broadband is the issue and certainly there's no pixelating and programs are loading fine and to be honest I've just done a Speedtest and it's coming up at 860 so I'm stumped.

[GD1]

@Paddiewack  Did you run the speedtest on the Netflix app on the stream Puck?

Open Netflix, go to Get Help, run connectio  test.

[Paddiewack]

Yes I did via the Netflix app. 

[Paddiewack]

Just by way of having a laugh my second puck which was not exchanged because it was working has just stopped working. It seems that the replacement puck was issued against the wrong puck;in other words. they  arranged for DPD to collect the wrong one  so I've given them a faulty puck but their system is saying no; the other one you've got is faulty and it's been de-registered.So now I have one puck not working at all which will apparently have to be manually re-added to my account from a back office and this replacement one which is still displaying the same fault as I alluded to earlier. You couldn't make it up🙄

[Paddiewack · Accepted solution]

Just by way of an update,customer service have now reactivated the puck that isn't faulty and have arranged to swap (again) the puck received yesterday which they seem to acknowledge is defective. Fair play to them for sorting things so quickly.