Sky Puck constantly locks out or turns off, every time I use it

[SkyUserAHM]

Does anyone know why these Sky Pucks are not fit for purpose. Mine locks out, turns off or becomes none respondent everything I try and use it. It means I have to pull the power cable an average of 4 to 5 times each night.

[mikealanr]

Hi @SkyUserAHM 

I have 4 pucks and they work fine and I don't suffer any such issues . Do you have sufficient broadband speed and connectivity between your puck and router for it to work? Sky say you need 25Mbps for HD and 30Mbps for UHD.

You can run a speed check in netflix (open left menu > get help > connection check).

MikeAlanR

[SkyUserAHM]

Hi MikeAlanR. It's nothing to do with my Internet. My Puck is hardwired into a 100mb system. It's most likely the rubbish software that Sky use on these useless devices. If you use YouTube, then you have to reset the device at least 10 times a night.

[mikealanr]

@SkyUserAHM 

As I say I dont have any such issues. There has to be a local variable at play. Maybe post some information on your set up would be helpful.

MikeAlanR

[SkyUserAHM]

• I have 3 Sky Stream Pucks, 2 Hardwired, one on WiFi. I have a 100Mb Downstream and 20Mb upstream. They are connected to an external terrestrial antenna. They are all sat away from a heat source, and I have turned off any settings to stop them going to sleep. Every other Srreaming Device, such as Google, Amazon etc all work fine. Process of elimination points at Sky Hardware/Software not fit for purpose.

[Mark39]

---

@mikealanr wrote:

@SkyUserAHM 

As I say I dont have any such issues. There has to be a local variable at play. Maybe post some information on your set up would be helpful.

MikeAlanR

---

Agreed. I have no such issues with my Puck or Glass either - Sky Q was more problematic than Stream.

[Anonymous]

---

@SkyUserAHM wrote:

• I have 3 Sky Stream Pucks, 2 Hardwired, one on WiFi. I have a 100Mb Downstream and 20Mb upstream. They are connected to an external terrestrial antenna. They are all sat away from a heat source, and I have turned off any settings to stop them going to sleep. Every other Srreaming Device, such as Google, Amazon etc all work fine. Process of elimination points at Sky Hardware/Software not fit for purpose.

---

The antenna does nothing in the UK so you can do without that. 

Can you run a speed test on each of the Puck's Netflix apps please? It's less important what your internet speed is and more about what speed your pucks are getting. You can do that in Netflix > get help > check your network. 

If you can respond with that for each of your pucks it will be a big help. 

[SkyUserAHM]

• I want SkyQ back. Had it since it came out, never had an issue. Sky forced me to switch and regret the last 4 months of the worst streaming experience I've ever known. I should have said, I've had Sky for over 35 Years, back in the days when you had two boxes, one was the Sat Tuner and the other decrypted the channels. I was an early beta user and it worked better then than it does today.

[Anonymous]

Phone Sky, I'm sure they'll be happy to migrate you back to Q but you might not get the same package deal you are on now or had before. 

[SkyUserAHM]

• Test results through Netflix average around 48Mbs

[Anonymous]

Thanks @SkyUserAHM

When these problems occur, are other things happening on the network? Eg someone watching TV in another room, downloading something, playing online games?

[SkyUserAHM]

There are only two people in the House, and both watching same Stream Puck. Issue is with apps such as YouTube and other streaming catchup services that lock out the box. I will call Sky, but I need to go out and buy food rations as it can take a day to get through to them.

[Anonymous]

Yeah I think your internet should be fine, it's a bit borderline if the network was busy but it doesn't sound that way. 

When the locking out happens, can you explain a little more what actually happens? Does the picture and sound freeze too, does it go to black, is it that you just can't press any buttons?

[SkyUserAHM]

Hi Andrew, I seem to have a number of different issues. Sometimes I try and use the program guide and lose the ability to scroll through programs while the program i chose originally is playing in the background, the screen goes black, no sound or the Puck reboots

[Anonymous]

This is really not normal behaviour, and sounds really frustrating. 

Sorry for asking so many questions, I'm trying to build up as much of a picture in my head to see how it can be solved. With that said, here's another question!

Are all of your pucks having this issue or just one? Could you swap for another that's set up in another room and see if this does the job?