Sky Puck / Stream Applications Dropping out

[SickOfSky2026]

Due to the unrealistic costs my Sky was running at, i was talked into changing to Sky Stream.  I have a few issues of how it was sold but i'll keep this post limited to the main gripe.

Sky Q worked perfectly fine through the dish and old router.  However, since changing to Stream and the new 'upgraded' router, my Stream keeps dropping out when watching programs.  The other night, i reverted to terrestial TV reception to watch a program as Stream was unusable.

Over the last two weeks since using Stream, TV programs have been at their worse, dropping out every few minutes.  During this period, i have run permanent pings to:

1. the sky router gateway IP address

2. sky server www.sky.com

3. ITV www.itv.com

During the time streaming as dropped out, there has been no packet loss or latency.  In fact, the WiFi and broadband connection has been pretty stable.  So this points to an application problem i'm guessing.  I have run software updates which has made no difference.

Its worth noting that the troubleshooting and log capability of the new 'upgraded' router is so basic its useless.

Also note, I have a static IP address assigned to the puck but this doesn't appear to be an IP problem.

Any suggestions?

Thank you

[lettice]

This sounds very much like your Sky puck is not working well on your local network.

None  of those pings you mention will really provide anything relevant to the service Sky are providing.

Having a good local network is a key factor for having a reliable experience with Sky Stream or it may be suffering from some kind of local interference.
Best way to test how well your Sky Stream puck is doing is via a network speed test on your Puck.
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, preferably at your busiest household internet usage times.
What is your speed for your puck?

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.
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.

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

Would also recommend at least once a week doing a settings restart of the puck. This helps clear the local cache on the puck, to go some way to keeping it fresh and responsive.
Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Different ways to get to the settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

[Yoghurt]

@lettice Wonder if I should do a restart each week on glass as well then to clear cache etc ?

[lettice]

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@Yoghurt wrote:

@lettice Wonder if I should do a restart each week on glass as well then to clear cache etc ?

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Yes would be wise for Sky Glass also, that uses the same SkyOS as Sky Stream.

Much like you would do for other kit, like phones/tablets/laptops/PCs/Smart TVs/broadbane router/hubs.