Sky Puck Constant Issues

[tomosedwards]

I'm having constant issues with my Sky Puck. These range from "there's a technical issue" error messages, to low quality, stop-start streaming. The 'My Sky' app states there might be a broadband issue and to contact my broadband provider, but that's nonsense as my Apple TV device works without issue. How do I resolve this before I cancel my Sky TV contract for not providing the service I pay for?

[GD1]

@tomosedwards Sky stream pucks need a constant solid connection to the Sky services, Appple TV works slightly different as it can cope with lower or variable speeds.

To rule out any speed issues on your puck open the Netflix app, go to Get Help, run connection tes, what soeed is being reported?

[tomosedwards]

• Connection speed via the Netflix app is 196Mbps. Connection via my phone is 382Mbps, and it's a greater distance from my router than the puck is.

[HA05GER]

Just because your apple TV is fine it doesn't prove your stream box has a good connection. You can test your connection speed by opening Netflix on the puck and then selecting any profile. Scroll back over to the profile and click get help. Then go down to check network and it will run a speed test. An apple TV is an expensive streaming device so likely has better WiFi performance. Bare in mind these pucks are essentially free so don't expect the best performance on WiFi. If sky is saying that there is an issue with your connection then there probably is. I used to work for a broadband supplier and 99 times out of 100 a fault is a end user rectifiable issue.

[tomosedwards]

Are you suggesting that because I received the device for no upfront cost, I should accept poor performance?

[Jporch316]

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@tomosedwards wrote:

Are you suggesting that because I received the device for no upfront cost, I should accept poor performance?

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Hi @tomosedwards 

No one is suggesting that ..... merely the majority don't have the freezing issues therefore probablility dictates the devices are fine performance wise 

the technical message issue has been a recent problem that has been advised to have been fixed recently

you either have a malfunctioning puck (which you can get swapped out) or there'sn anomaly in your network setup which is affecting it. Things like network switches, programmed routers, dropping signals can all affect the puck much more than standard streaming devices as there is little or no local buffering. 

[HA05GER]

No I'm not saying that, I. Saying that don't expect the WiFi to be as good as a £200 apple TV device. You may need to position it better or look at other options to improve it. 

[lettice]

As mentioned above, some customers were recently getting a  'technical message', that from recent updates and changes now seems resolved.

That message is a generic message, when any form of connection goes awry, so a small number of customers may get it when something within their local network or a content server path is not quite right for the Sky Stream puck to behave well.

Having a good local network broadband reach is key to Sky Stream.
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Best way as you have already done is to test is via a 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 a few times, over say a half hour period during tests.

Also, it may be suffering from interference,, the puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to the following recommended settings set in the Puck Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

[JLSM]

So basically change your whole front room set up for this tiny annoying device when the old stuff worked just fine? Frustrating 

[Mandaric]

We had network issues from day one, sky sent a new puck, same issues. 
restart multiple times a day, usually switch on and restart right away. 
it's on 300 mbps plus fibre , Ethernet wired ... network is stable

it's just completely unreliable and not fit for purpose 

[SuzanneM1]

Totally agree. I did the test on Netflix and connection speed is excellent. But still get issues with the puck. I use the WiFi all day for video teams calls with no issues. I would have preferred sky q tbh but wasn't given a choice. I think there is definitely an issue with these pucks and as a first time sky user my experience has been poor. If only I could get virgin here but had limited choices

[HA05GER]

I found it to be a WiFi issue but I'd say it's still a puck issue. The puck is about a meter from my router and it plays up like mad so is now on a cable. The puck in my garage a good 20m+ away and gets less than 10mbps on the speed test works absolutely fine. Funny enough I only had this issue with the new puck. The garage is using an old puck.

[NpM63]

I have got similar issues.  I have three 5G internet.  With a mesh wifi across the house.  I have had no issues with my Sky Puck using it in several rooms, and it connected up and worked perfectly, until last weekend!  

It is connected to the internet by Ethernet, connected to a mesh hub less than a metre away.  Speedtest on Netflix stated a reliable 100 - 150 Mbps downloads.  

Netflix and Prime work fine.  But I have lost access to most of the Sky content. Free stuff works.  I also have lost the link to the live TV BBC, ITV, etc.  I have tried connecting to wifi.  With wifi, I get even better connection speeds, but the puck doesn't connect to the premium sky products or offer live tv.

I took the puck upstairs and plugged it directly into the Three router, with an ethernet cable and hey presto! It worked.  I then tried connecting wifi directly to the Three router; it worked. I then connected to the mesh wifi.... It worked!  

I take the puck downstairs again.  It stops working even though the wifi connection is excellent, or I connect to the mesh hub via Ethernet.

All my other devices work perfectly. My phone hooks up to Sky Stream and works seamlessly.  

I have spent nearly 3 hours on the phone talking to the subcontinent trying to get an answer.  They sent out a replacement puck, but that did the same as the original one!  The only thing that Sky could offer was that it was because I was not using Sky Broadband.  Unfortunately, that is not an option where I live.  I have this morning taken the puck into a different room and connected it to the Mesh via wifi, and it works!  I move it into the next room with a mesh hub less than a metre away, and it doesn't work.  

It is so frustrating because it is clearly connected, and Three say that there is no issue, so they won't get involved.  Sky just say it is my broadband at fault.  They are happy to take my money every month, but not keen to make sure I can get the service I am paying for.

[NpM63]

Update, I got so fed up with it, I bought a powerline extender and plugged it directly into the Three router and it sparked up first time.  There must be some kind of issue with the puck that only manifested itself last week.  Not sure if they have updated anything.  Anyway, I am £50 poorer, but I can watch the F1.  Shouldn't need to buy extra equipment to connect.