Sky Puck keeps crashing

[RosyDale]

Hello, I'm finding this so frustrating, my Sky Stream Puck crashes all the time, it's rare I make a full day without having to switch it off at the mains and reset it It happens while watching live TV, as well as apps, and while resetting it fixes the issue temporarily it often doesn't last long. Has anyone had this, and can recommend how to get it sorted as MySky and help is completely useless!

[Fothergill1]

Hi @RosyDale and welcome to the forum.  To have a good viewing experience with Glass or Stream it is imperative that you have a fast and just as importantly a stable  WiFi signal.  The important factor is what speed you are receiving at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume there is nothing else in your home using up your WiFi bandwidth.

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £40 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

[RosyDale]

Hi,

I have Sky WiFi, the ethernet cable is connected as the puck is directly next to the router, and usually when the puck has crashed the MySky app is showing that the puck has good connection, so I don't think it's the WiFi.

Thanks