Sky Puck useless

[Smithedit]

My sky puck is useless. I got it 5 weeks ago, never worked for more than 45 mins before turning itself off or freezing. The only solution is a reboot. I called customer services and they asked me to plug it in via a hard wire rather than over WiFi. But I have done that, to test it out takes about 30 mins and I just don't have the patience to try it very often. It never works. Is this  faulty puck or is the puck puckinh pointless? I have an Amazon stick that runs from the same tv that's fine. 

[mikealanr]

Hi @Smithedit 

I have 2 Glass TVs and 4 pucks and have no such issues. The system requires stable broadband, both from the puck to the router and broadband speed.

For Sky stream to work you need 25Mbps for HD and 30Mbps for UHD. What speed is your puck getting? You can test this by opening netflix> going to left hand menu > get help > connectivity check. Run it a few times and take an average.

Usually you will have a far better experience using ethernet cable. When you did this did you turn WiFi off in the settings and reboot your puck?

Not sure what you mean by testing takes 30 mins? Can you explain what you are doing?

MikeAlanR

[Stephen+Mourton]

Just adding to @mikealanr  post, of which I would be interested to hear your reply.  More often than not it is not so much the puck that is faulty but the connection to the puck.  I had a similar problem, and like you connecting an Ethernet cable was difficult without for me, it running across the lounge carpet.  So I needed to find a way to get a good connection via my wi-fi and my speed was 250Mbps which is overkill for just the 30 required, so I knew it wasn't that that was the problem.

I was then told to make sure my router had a direct line of sight to my main puck, which did mean making some minor changes to the rooms furniture, and that it was not next to a window or a mirror, and for the router and puck not to have any objects or ornaments close to it.  I still feel this is not an ideal situation as a lot is required however I must admit it worked and I have never had any problems since. 

[Anonymous]

@Smithedit Another option, if you don't want to re-arrange furniture to connect via ethernet is to use Powerline adapters.

I do agree that when it comes to Stream (and Glass) that using ethernet is a far more stable and reliable way to connect than WiFi.

[Smithedit]

Hello everyone and thanks for the info, I'm on 100mb Ethernet connection. The unit itself just turns off and freezes all the time, is that how is responds to network issues? It seems very different behaviour compared to fire stick or even just the smart tv apps built in. I will do another test to make sure it's definitely using the Ethernet connection. Is there anything that would suggest it's a dodgy unit to you? The box had previously been opened when I received it so I wondered if it might have been used before

[Anonymous]

@Smithedit If you're using ethernet then make sure you've turned WiFi off in the Stream settings. If you don't it still connects that way instead of using ethernet. Once it's turned off, restart the puck. 

[lettice]

If you are using ethernet, have you made sure you have turned wifi off in the Network settings.

If so, can you toggle that on/off and then do a settings restart ( as below) to make sure the option is taken.

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

Otherwise, your Sky Stream puck is suffering from some kind of local interference, that can mostly affect a wifi connection, but can also cause some issues even with an ethernet cable from,e attached.

The puck much like a Sky Q box can for some customers suffer from this at times. More often seen as an intermittent blip.
Not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

More information like the above on the Sky FAQ help pages link here; https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

[Anonymous]

Since getting the puck it has rourinely ignored any inputs from the remote control. The only way to get any service at all is to switch it off and the reboot. This doesn't always work and I'm left waiting for an hour or more to get any control of the puck.

I have made numerous complaints to Sky [removed] I have spent over asn hour and a half on the Sky messaging system and the only interaction with an expert was to be asked if the

puck was on a wired connection. Having replied that it was and wi-fi was turned off in settings the expert then told me that he woulod be going offline for an hour and would pass my case on Thirty minutes later wiyth no messages incoming from Sky I got logged off. Another complaint has gone in to Sky which I think brings the3 total to 7 in 21 days.

Moderator Notes: Removed inappropriate language from title and post

[Anonymous]

So what you are saying is that an anti-gravity device needs to be used to make sure that the puck doesn't come near anything? This includes glass shelves. Not the case then that the puck isn't fit for purpose and you are possibly shilling for Sky.