Sick of this new device that just doesn’t work

[Raven1234567]

Every day, many times a day we need to unplug the device and restart 

watching live tv is impossible 

Netflix doesn't work 

It's ridiculous. What are we paying for????

[MarkGoldsmith]

How have you connected it to the internet?

[Raven1234567]

Actually stunned at this reply...

yes it has been connected 

it works for a while then nothing 

[Jporch316]

@Raven1234567 

Which ISP are you with? What speed is your connection? How is your device connected? Ethernet or WiFi ?

Can you run a speed test in the native Netflix app and report back the result 

[MarkGoldsmith]

---

@Raven1234567 wrote:

Actually stunned at this reply...

yes it has been connected 

it works for a while then nothing 

---

 Or sure why you are stunned it's quite a simple question trying to establish how you have connected it to the internet.

its quite likely the performance issue are being caused by your network hence the question so we can advise things to try to improve it.

[Raven1234567]

We have a great internet connection 

Netflix and every other app work really well on our other tvs not connected to Sky

There is something wrong with the device 

[Exiled-in-HH]

Have you contacted Sky and requested a replacement?

[Raven1234567]

I have tried but unable to speak to someone outside my working hours !

i will try again tomorrow 

[oj01]

---

@Jporch316 wrote:

@Raven1234567 

Which ISP are you with? What speed is your connection? How is your device connected? Ethernet or WiFi ?

Can you run a speed test in the native Netflix app and report back the result 

---

@Raven1234567 You haven't answered any of these questions. 

[Raven1234567]

We have fiber broadband with Vodafone.

Speed is 200Mbps

Sky box connected via Wifi

again Netflix and all other tv apps work without any issues on other devices not linked to Sky Stream. Works perfectly on a Sero TV connected to WiFi same as sky Stream.

[Jporch316]

@Raven1234567 

Are you able to connect the device via Ethernet to test if the issue is still present ?

customer services will ask if you've tried this when troubleshooting 

[Raven1234567]

No I can't

[Jporch316]

If you go into the native Netflix app on the device and go to "get help" then run the network check it will tell you the speed the device is receiving. This needs to be ideally over 35mbs 

[Jporch316]

If the device is far from the router and you are using a booster of some kind then this can dramatically impact the consistency of the signal reaching the device 

[Raven1234567]

The device is not far from the router.

next door!

my sero tv is however on the third floor much further from router yet works without any connection issues 

the issue is the stream box

it keeps on freezing 

can't play Netflix 

it's not an internet connection issue

wouldn't be nice if Sky could blame everything but their device !