Sky Puck hardware is terrible - constant network issues

[Squidgytabboggan]

We have 3 picks alongside a sky glass tv and they are a constant daily hassle, to the point I avoid using them. Main issues are:

1 - when first turned on , they are never connected to the network. The option to remain connected to network in standby is turned on but still they have no connection when turned on. They then go to the screen which says you are not connect, as soon as you go to network settings it's says 'connected' and then it works. This appear to be a clear firmware issue as it's on all puck devices, Ethernet or not and no other device on the house has this issues

2 - common technical fault issues mean you can't watch anything. For this I have to reset the network settings and set up again through what is the worst possible interface for entering passwords. It then works but why do we need to do it so regularly, the device doesn't move and I have strong WiFi throughout the house with one connected to the Ethernet

3. apps often don't load first time and get stuck... and there isn't a refresh/reset option for this (refresh apps option doesn't do anything ) 

For apps now I just use native apps on our TVs as they are just more reliable. We are watching sky less and less and with the hardware issues it's looking likely that we will cancel as we can simply stream most of what we watch at a lower overall price 

[mikealanr]

Hi @Squidgytabboggan 

I don't have these issues on the 4 pucks I run alongside my glass using standard EE smart hub 2. Who is your ISP and what router are you using? You have already tried what I would usually suggest in turning networked standby mode ON and turning overnight power save OFF.

In terms of your point 3, refreshing apps installs updates to the apps where available and can take up to 24 hours. You can restart your puck via Settings > System Management > resets and updates > restart.

MikeAlanR

[Squidgytabboggan]

My ISP is you fibre and I'm using a deco xe75 mesh setup.

I've had the same issue just now which reminded me of this post

-Turned on the Sky Puck in the Living Room

-puck turns on and I can select a program to stream

- resumed Darryl Dixon , 10 seconds into playing it stops saying a technical fault 

- back to menu and it immediately says I'm not connected

- press the get connected button , network settings and it changes to connected 5 seconds after accessing the page

- try to go back to Home Screen, says not connected again and asks to get connected. Same steps as above but imeddiately says connected

- back to the Home Screen, unable to view any channels still .. technical fault.

- loaded bbc and it worked. Tried Darryl Dixon again and it worked. 

Now 30mins in, I've had 3 disconnections from streaming stating technical fault.

i don't have this issue with any other streaming device whether that be a TV, iPad, fire stick, phone, glass tv is fine , or PlayStation. The picks are just poor

also getting adverts when I pay for them not to appear is also really annoying when streaming 

[TimmyBGood]

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@Squidgytabboggan wrote:

also getting adverts when I pay for them not to appear is also really annoying when streaming 

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The Ad Skipping supplement does not mean they won't appear: it permits fast forwarding through them (though obviously not on live channels)

https://www.sky.com/help/articles/ad-skipping-sky-glass 

[Exiled-in-HH]

Is it possible to connect one of the problematic Pucks using Ethernet?

[Squidgytabboggan]

No,, they are not in locations close to a network router or extender.
I also don't wish to try it, as the outcome of the test is irrelevant. Responses stating to ensure the device Is connected via Ethernet is not acceptable as the devices are WiFi enabled and should work without issue as per all other devices connected via WiFi. 

[MarkGoldsmith]

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@Squidgytabboggan wrote:

No,, they are not in locations close to a network router or extender.

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Power adapters would solve that problem.

[Exiled-in-HH]

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@Squidgytabboggan wrote:

No,, they are not in locations close to a network router or extender.
I also don't wish to try it, as the outcome of the test is irrelevant. Responses stating to ensure the device Is connected via Ethernet is not acceptable as the devices are WiFi enabled and should work without issue as per all other devices connected via WiFi. 

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That's only the case is the wifi network gives adequate coverage and is supported by Pucks😉

It's up to you whether you want to investigate the issue fully and determine whether your Pucks are defective .... especially as the vast majority have little issue with wifi🤔

[TimmyBGood]

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@Squidgytabboggan wrote:

 Responses stating to ensure the device Is connected via Ethernet is not acceptable as the devices are WiFi enabled and should work without issue as per all other devices connected via WiFi. 

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It does however serve to demonstrate if that's where the issue actually is.

[obo110x]

I've had exactly the same issue both wireless at 100Mb and connected via ethernet at 900Mb

Remote also stopped working today saying the TV wasn't compatible, even though it's worked for the past 9 months.

The only way I have found to correct this is to do a factory reset. Since doing so I have had no freezing or error messages.

Also been able to set up my LG magic remote to control the puck.

[nutcracker_]

Yep... your point 2 is something that I'm also experiencing (ditto my parents).

When is @Sky going to admit they've pushed out either an update OR some backend change that is screwing up our enjoyment of the puck?

This is getting rather irritating !!