Sick of this new device that just doesn’t work

[MarkGoldsmith]

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@Jones_The_Cat wrote:

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@Raven1234567 wrote:

I get you but if I put Netflix on tablet next to the Sky box, it works ...

It wont start on the TV ..

The issue is the box

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I agree with you - the Stream puck itself can be a temperamental little thing. I think because they are so mass produced that there may be several batches which have dodgy WiFi antenna or some such. 

I have tended to stop using the apps on the puck and use them on my TV instead as they are faster and more reliable. I just use the puck for live TV and on demand Sky programmes. I have mine connected via ethernet and it's generally fine. 

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Not several batches, based on the number of people who report on this forum they have then switched over to ethernet i think its working as the intended. The WIFI hardware will be fairly cheap and basic like most of the components in Glass and Stream due to them being mass produced, however not all users experience issues with the WIFI. There are a number of forums members who have reported things working really well on WIFI but they generally have setup their own "more advanced" WIFI networks using better equipment than the standard routers that most ISPs provide.

[MarkGoldsmith]

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@Raven1234567 wrote:

That was Netflix working for once!

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Yeah so that makes sense, it will be when it stops working you will have notice the Netflix Speed test is reporting a really low number, usually much less than the recommendard 30-35 Mbps.

What seems to have, if there is a temp (a second or so) break in the network connection that Sky Streaming uses, it seemingly breaks the system, which is why a reboot fixes it until the network dropout happens again. Most device dont' require this constant connection to the internet to function, and the Sky Glass/Stream devices don't exactly have a large amount of memory in then, so i suspect when it loses the connection it causes the system to crash essentially which it can't recover from. The reboot fixes this because when its powered off the memory cache is cleared.

[Raven1234567]

how do you do a proper reboot?

At the minute we disconnect the box from the power and wait a while before re connecting

It happens many times a day so not very practicle.

Thanks

[Chrisee]

@Raven1234567 disconnecting the power is how to do a reboot not just for Sky Stream but many other devices. However youbshould not need to do thst more thsn very occasionally. If you are having to reboot multiple times each day either the puck is faulty or you have a serious issue with the connection.

Wifi does work but you need both decent bandwidth say 35Mb/s for UHD but just as important a signal free from interference. Thst can be achieved in most homes but often requires more kit than the basic router your ISP gives out - including Sky's own hubs. As aa start make sure both your router and yhe puck are out in the open not behind or under furntiture or other kit. 

[Raven1234567]

No issues with the connection so I know its the puck.

[bydandie]

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@Raven1234567 wrote:

No issues with the connection so I know its the puck.

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You had no issue when you checked.  Have you checked the speed on Netflix on the puck when you have the issues?  It's an important step 🙂

[Raven1234567]

I cant check as everything freeze and there is no way of doing anything unless I reboot the puck

then its all fine until it freezes again

[bydandie]

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@Raven1234567 wrote:

I cant check as everything freeze and there is no way of doing anything unless I reboot the puck

then its all fine until it freezes again

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I'd really recommend calling up to complain as they can see the logs on the device.

[MarkGoldsmith]

@Raven1234567 Did you try the Ethernet test as suggested yesterday?

that's is one of the tests Sky would likely ask you to carry out when you phone them anyway. If it doesn't work by Ethernet either then it is indeed a faulty puck.

[Raven1234567]

its not possible as both in different rooms and no cable will be long enough

[Exiled-in-HH]

You would use two Ethernet cables ... one for each Puck... but inititial you could just try one at time🤔

[Jones_The_Cat]

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@Raven1234567 wrote:

its not possible as both in different rooms and no cable will be long enough

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You must have a very big house. 

You can get 20m cables for less than a tenner.

Or 50m for less than thirty quid. 

[Mark39]

@Raven1234567 your Puck's behaviour isn't normal and as the,suggestions made here appear to be impossible to try, I think it's time to call Sky.

[Raven1234567]

well im not going to buy such a long cable to run through my house just to prove a point.

The box is faulty and i will call Sky to replace it

[MarkGoldsmith]

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@Raven1234567 wrote:

well im not going to buy such a long cable to run through my house just to prove a point.

The box is faulty and i will call Sky to replace it

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Don't be surprised if the replacement ends up working in the same way though.