Sky Puck Streaming. Programmes will not load

[Edd68uk]

Regretting switching to Sky Fibre and Streaming. Often temperamental but today I can't get any of thr channels to load. If I click on the programme it says Technical Fault and then I get audio but no picture! 

[Allan95]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[AJ82]

I am trying to watch TV and none of the programms will load. When I go to the apps I get message there is a technical fault. It is not my Wifi because this is working fine. 

All afternoon today none of the programs I am watchin on Sky, Hulu and on Netflix is loading. Is there an issue with Sky? If so will I be compensated for no service for Friday 4th Sept?

[Angel_Aka]

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@AJ82 wrote:

I am trying to watch TV and none of the programms will load. When I go to the apps I get message there is a technical fault. It is not my Wifi because this is working fine. 

All afternoon today none of the programs I am watchin on Sky, Hulu and on Netflix is loading. Is there an issue with Sky? If so will I be compensated for no service for Friday 4th Sept?

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Sky Stream is a self-setup product so you are responsible for providing the puck with a fast and stable enough broadband connection in order for the service to function. Have you restarted the puck from the settings menu or by turning it off at the wall for a few minutes then powering it back on?

Once you have done this, run a network check from the get help menu on the Netflix app - this will give you an idea of the actual speed being received by the puck. If it's not sufficient then you'll need to troubleshoot how to improve it. This may mean connecting via ethernet, or setting up a WiFi mesh system, or renaming the 2.4Ghz and 5Ghz channels on your router so the puck can be set to only use the more stable frequency.