Several Issues - Do people have the same or have they been rectified in some way?

[TonyClose]

I have moved from BT to SKY and continually had issues:

• doesnt fast forward or fast forwards and doesnt stop - I have to change channel or leave the app which then means I have to start all over again.
• subtitles randomly appearing - again change channels and come back, meaning I either miss some of the programme or if it has been paused, miss large chunks of the programme.
• sound going - same resolution as above
• pixelated screen / grey screen - again change channel and come back
• TG4 channel has no sound ever
• moving down through the channel guide sometimes doesnt move or jumps too far and then when I do want to 'page down' it only goes one channel at a time
• the remote is meant to be bluetooth but I still have to point the remote at the puck or make sure the puck or remote arent blocked by anything.
• fibre broadband doesnt cover my house which isnt massive, I had no issues with BT however I still drop connection even though I have TP-Link extenders to try to enhance it.

I have spoken to SKY twice and the issues steady for a week or so but then go right back to the above. I even think Ive missed some other issues but because there are so many Im losing track of them all! 

[Stephen+Mourton]

@TonyClose   Usually with all these issues it is down to a couple of reasons.  Firstly check your broadband speed if you don't already know it. Go to Netflix (you don't need to subscribe if you haven't already).  It should be 25-30 Mpbs at least. 

The other reason can be your set up.  Firstly let us know where your router is in relation to your Sky puck.  Also check that you haven't placed anything touching it.  Ideally have it alone on a shelf with nothing else near it for about 6 inches.  Again if you are in doubt let us know where you have placed it.  Or experiment yourself bearing in mind the above points.  I hope that sorts it for you.

[TonyClose]

Thanks for the reply Stephen.

I have a download speed of 308Mbps, the router is less than 3 meters from the puck and the puck is sitting on a shelf by itself. 

I do think its an issue with the router as I get nowhere near the same coverage as I got from my BT one.

In saying that though it doesnt explain why the 'bluetooth' remote needs to be pointed at the puck or doesnt work if its not in direct vision of the puck.

[lettice]

@TonyClose 

As mentioned above.

Having a good local network is a key factor for having a reliable experience with Sky Stream.

Other devices in yiur household may work fine, but Sky Stream can at times be temperamental for some.

For your remote, have you tried repairing it?

You may have done already, if not try

1. Press and hold 7 and 9 together for 3 seconds.
2. Press and hold 1 and 3 together for 3 seconds

For your  other issues.
Can you do a test via the 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 down the left menu to Get help.
Choose Check Network.
Would suggest running the test several times, over say a half hour period during tests.
What is your speed for each puck?

Also, even though you mention having the puck in the open and on its own, and some of the below may not be the case, it may be suffering from interference and often we find one or more can be some causes.

Make sure you have a good 6-8 inches free on all sides of the puck. Which you say you have.
Do not stack the puck on top of any other device.
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.

[TonyClose]

278.47Mbps on Netflix

I also tried the remote reconnection as per below and nothing happens apart from the remote not working for a few seconds.

I do find it a bit hard to believe that with all the technology today that the puck needs to be positioned as per below (i do have it away from evything btw) as I never had to do that with my BT set top box and it was sitting directly on top of a PS5 for years and there was a surround sound system beside it. Seems like SKY are going back in time if their equipment struggles with interference so badly! lol

[lettice]

@TonyClose 

Its not looking like any kind of networkmos sppee issue then.

Thank you for your update, so promptly.

Think it maybe worth a chat with Sky.

If your happy to, we can escalate for you to chat with the Sky community escalation team and they will work further with you and look maybe to also offer a replacement puck, that may be faulty with such multiple issues.

[TonyClose]

Thanks, they have already contacted me

[TonyClose]

I might need you to escalate now as the chat didnt get resolved and I had to go on Thursday and now its not continued when logged in today

[lettice]

@TonyClose 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[_Claire]

Thanks for escalating this @lettice  We’ve sent @TonyClose an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[TonyClose]

My chat box from yesterday where i was deailing with Matt & Laura, the Sky representatives,  is now gone?

[TonyClose]

Still nothing from SKY with an update, finding this all a very poor service!

[TonyClose]

Could you escalate this again as my chat box from two days ago which was dealing with some issues has been closed and I dont want to start all over again

[TonyClose]

I still havent had a response. 

I was in a online chat with a sky representative regarding my issues above and went through a troubleshooting sequence over the last few days. Checking the difference in a wired connection and a wifi connection. This entailed running a cable from one room to another, not ideal but as a temporary test I done it. The pick seemed to be stable on a wired connection indicating it is a wifi issue. The representative asked me to turn off my router which I done but he was still seeing it connected. We were to continue to try to resolve however I had to go out and now cant get response from sky to progress to the next stage. 

Ive removed the cable link and the puck is back to being temporamental. But now Im stuck in limbo as cant get to speak to anyone and the original chat is closed.

Really struggling with SKY at the moment. The equipment obviously cant do what it is supposed to. I had SKY numerous years ago and my setup is the exact same. I had no issues previously but since I have returned to SKY and got their 'upgraded' equipment it cant cope with what it should do.

And no one wants to help! Its like they know its not fit for purpose but want to fob you off! This forum shows the numerous issues everyone is having so its not just me! Would really appreciate some form of communication or reasoning to what is going to be done to resolve the issues!

[TonyClose]

Am I just being ignored now with my issue that still hasnt been resolved? Can someone from SKY restart the chat please?