Sky Puck - program sticking or closing down.

[TimM63]

Have just purchased Sky Glass & Sky Puck.

sky Glass intermittently buffering, Sky Puck consistently buffering or dropping out of programme

[peter-marlow+1966]

Firstly what is your broadband speed to your hub, how is the tv and the puck connected, please remember that a cable connection is more stable than a wifi one and the more devices you have connected to the broadband the weaker the signal gets, also if the house is old with all brick walls inside this can also effect the wifi signal, you can check what speed the sky glass tv and the puck are getting by opening netfix going to help opening thst and running check my network, remember for hd channels sky say min of 25mps to each device, tv, puck, and uhd its 35mps to each one, i have sky gigafast full fibre two 55inch sky glass tvs and a puck, lg smart tv, ring door bell, 3 moblies phones, xbox, tablet, p c, freesat box, 3 alexs, and have no issuses i have had my puck, and 55inch gen 1 since they first came out, i hope this helps

[TimM63]

Hi Pete,

Many thanks for your comprehensive reply. Apologies for the delay I had previously tried to respond.

InitiallyI had problems with both Glass & Puck. Glass appears to have resolved by moving broadband box to a more open area of living room. I'm am using a cable for the puck. The puck is connected by my old cable from sky box as the new one provided is too short (tv is wall mounted) & puck positioned on top of fridge 1 meter away. I have elevated puck which has improved picture quality, although still a little erratic. We are in 1930's house with thick walls. Broadband & WiFi on My Sky are "Good"

[Angel_Aka]

@TimM63 

Ignore what the MySky app tells you, the important thing is the broadband speed actually being received by the Glass TV and Stream puck. 
The only way to find out what this is is by running a network check from the get help menu on the Netflix app on each device. 
You need to have a bare minimum of 25Mbps for each device, but preferably a lot more to improve your chances of having a stable service. 
I have to say that having a puck on top of a fridge is not going to be conducive to receiving a particularly good connection, but if you have it on Ethernet with WiFi turned off on the puck's network settings menu then you may be OK. 
Glass & Stream can require the customer to have to troubleshoot their home broadband network because there is no engineer support for it. If you cannot provide a fast and stable connection to each Sky device then you are likely to continue having problems.