Sky Puck issues playing Channels Apps and Sky Atlantic

[Kingpuck]

I have had the Sky Streaming Puck now for a year and have had constant problems that Sky have been unable to fix.

Since I've had the Puck I have not been able to watch any programs on SKY Atlantic catch up. Sometimes it will start playing and then end up going back to the start of the program. Othertimes it'll say there is a Technical Fault or I dont have a Subscription!

Other issues include Netflix not loading a few times a week resulting in having to reset the App.

Yesterday a new one where I could not stream BBC live.

I have been in contact with Sky Support numerous times only to keep going round in the same loop of resetting Pucks, turning off Routers turn round and touuching my toes all to no avail. 

My ability to find the will or have hour free to keep going over the same things with Sky is becoming increasingly difficult.

I appears other people have had similar issues - has anyone found a resolution? Is it the puck or account issues maybe? 

many thanks

[Angel_Aka]

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@Kingpuck wrote:

I have had the Sky Streaming Puck now for a year and have had constant problems that Sky have been unable to fix.

Since I've had the Puck I have not been able to watch any programs on SKY Atlantic catch up. Sometimes it will start playing and then end up going back to the start of the program. Othertimes it'll say there is a Technical Fault or I dont have a Subscription!

Other issues include Netflix not loading a few times a week resulting in having to reset the App.

Yesterday a new one where I could not stream BBC live.

I have been in contact with Sky Support numerous times only to keep going round in the same loop of resetting Pucks, turning off Routers turn round and touuching my toes all to no avail. 

My ability to find the will or have hour free to keep going over the same things with Sky is becoming increasingly difficult.

I appears other people have had similar issues - has anyone found a resolution? Is it the puck or account issues maybe? 

many thanks

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First and foremost, the most common cause of errors with Sky Stream is insufficient broadband provision. 

Have you run a network check from the get help menu on the Netflix app? This is the only way to find out the broadband speed actually being received by the puck. This speed is crucial for SkyOS to function. 

Sky recommend a minimum of 25Mbps for HD streaming and 30Mbps for UHD streaming. 

What speed is reported on your puck?

[Kingpuck]

Thanks for your reply.

Its a wired connection and running  90Mbps

[Angel_Aka]

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@Kingpuck wrote:

Thanks for your reply.

Its a wired connection and running  90Mbps

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Well it should work when connected like that. If you've checked that WiFi is turned off in the puck's network settings (it will stupidly prioritise WiFi over ethernet, even when a cable is attached) and it's still not functioning well then I'm afraid you'll probably have to contact Sky again and ask for a replacement puck to see if that's any better. 

[lettice]

It seems your local network may be ok. Sounds like there is something else or some interference issue somewhere.

Sky can do some historical and back end checks on your Sky Stream connections and make sure your account is correct, especially with your Sky Atlantic channel issue you mention if that is still the case.

Note this to Sky  when chattingwithbyhem from the escalation below.

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[Kingpuck]

Thats great - thanks for you help on this.

[-Heather-]

 Hi @lettice, thanks for making us aware of this. I'll send @Kingpuck an invite now so we can assist further. Thanks, Heather