Sky Puck very glitchy.

[Parvaiz]

I have the puck and have real issues with it. It randomly disconnects from the TV, freezes, or loses sound. I have done resets, changed where the puck is placed and added the puck to the router by cable. It is very glitchy and I am out of ideas.

[mikealanr]

Hi @Parvaiz 

Is your broadband faster than the minimum requirements (30Mbps for UHD and 35Mbps if multiple stream boxes?) also when you connected via cable did you disable WiFi in the puck settings? Bizarrely it will try WiFi over ethernet unless disabled.

Try running a speed test in netflix to see the throughput of the puck (profile pic > get help? > Connectivity check)

MikeAlanR

[Dazzasky]

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@Parvaiz wrote:
I have the puck and have real issues with it. It randomly disconnects from the TV, freezes, or loses sound. I have done resets, changed where the puck is placed and added the puck to the router by cable. It is very glitchy and I am out of ideas.

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What broadband speed do you have coming into the house? @Parvaiz 

[lettice]

Most often the cause for your kind of issues is you are possibly not getting a stable enough connection to your puck , or getting some kind of interference.

Can you as a starter for further help for on here do a network speed test on each of your Pucks.
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say a few minutes between tests.
What is your speed?

Also, it may be suffering from interference, 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.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.
Turn wifi OFF under Network if connected via ethernet.

[Parvaiz]

Thanks everybody. I am getting about 60 mbps in internet. The android tv, firestick, ps4 and xbox so not suffer these problems. I think it best to just cancel my subscription.

[HavencroftKev]

With Sky Stream the broadband speeds is actually a bit of a red herring. of course you need to be pulling the recommended speeds., but I feel the issues a lot of people have are due to an unstable connection. 

Stream likes a stable connection i,e, speeds not fluctuating all over the place,  do an online speed test which shows speeds throughout the test and look at how constant it is, just type speed test into google and use the top one.

With Sky I pay for 75mbps speeds and they sit contantly around 68-70mbps while doing a speed test, when I was with VM I paid for 1gb speeds but they  would fluctuate wildly when doing a speed test.