Sky Puck Useless

[john_d1]

So i've had my puck for 10 days now and its quite possibly the worst thing I have ever done, it rarely streams a channel and when it does I get a black screen within 10 minutes, this is only with sky sports channels (thats all I have and all i want), when i use netflix or similar through the puck its fine but sky channels are useless, I have sky BB so thats not this issue, its so bad ive went back to my firestick!

Who do i contact about cancelling this rubbish?

[john_d1]

forgot to add I am connected via a LAN cable and not wi-fi

[mikealanr]

Hi @john_d1 

Have you turned WiFi off in settings when connected via ethernet? The puck doesn't automatically disconnect WiFi unlike other devices. Also what speed is your puck getting? You need 25Mbps for HD and 30Mbps for UHD. You can check the speed by opening netflix > go to left menu > get help > connection check.

I have 4 pucks and 2 glass units and have no such issues. 

If you do want to cancel you need to call Sky. We are fellow subscribers on the community.

MikeAlanR

[john_d1]

Hi, yes WiFi is off

Speed is 47Mbps

Its just the sky sports channels that I struggle with, FTA is fine, Netflix etc also fine 

[mikealanr]

Hi @john_d1 

So your speed is with in the recommendation but not leaving a lot of head room. Do you know what the speed of your broadband is? It could be dipping below the threshold if other devices are doing internet intensive activity.

You may have more luck using homeplugs or ethernet cable and disabling WiFi in the settings on the puck.

MikeAlanR

[john_d1]

Sky broadband superfast

51.3Mbps

Ethernet conntected

WiFi off

[Jporch316]

hi

have you tried removing the ethernet cable and using wifi? 

[john_d1]

Yes it's still the same using wifi

FTA channels are perfect, sky sports could be OK for 4 minutes then the picture either freezes or goes black, the remote doesn't do anything and I have to pull the plug

[lettice]

This does sound like your Sky Stream puck is just not getting enough local network speed at times.

Are you or any other members of your household using your broadband or other devices at the same time.

Your speed to the puck is just above the recommended limit, but if others are using your broadband, you may be hitting the threshold for a reliable connection.

Is there any chance, that you could move to a higher broadband speed, like upgrading your broadband to a fibre connection?

[john_d1]

No one else is steaming etc, I have the highest speed available via sky and I don't have fibre.

All channels are fine (including HD) apart from the SS, sky shouldn't have sold me the Puck also with the BB if it wasn't going to be enough, I was with TT and when ordering the Puck sky said my TT wouldn't be enough so I took the BB they offered, so now I can't watch SS and also have to pay TT £160-odd for leaving my contact early. 

[TimmyBGood]

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@john_d1 wrote:

 I was with TT and when ordering the Puck sky said my TT wouldn't be enough so I took the BB they offered, 

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They shouldn't have done that: 'Superfast' (FTTC) broadband is the same from any ISP.

[martswain]

I previously had TalkTalk part fibre (FTTC) with a sync speed of 32 Mbps and had no problem in streaming main channels, sports and all the apps in HD without any pixellation or buffering, also being able to watch two Sky Go streams on laptops/phones at the same time.

It sound as if your puck is not getting a sufficient share of the bandwidth available form your router.

In HD the puck only actually uses around 8 Mbps, I was sold the system when the recommended speed was 10 for HD.