Sky Sport UHD

[Rookey007]

Why is it that it only happens on SKY Sport UHD or HDR or F1 UHD that the picture jerks or freezes at times?  It doesnt happen on any other channels. I also beleive it doesnt happen on Now TV? when using their Boost for UHD

[GD1]

@Rookey007  What speed are you getting to your puck?    Open the netflix app,  go to get help, run connection test.

[Rookey007]

Between 150-280

Tries to get sky send me a new puk as updated ones solve the issues 

[Super+Anthony]

I am trying to get a new updated puck but they seem reluctant to send me a new one and also say they can't control which ones they send out. Surely the people who send the Pucks out can tell? Also why can't they bin the old ones knowing that for some customers they are not working correctly

[GD1]

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@Super+Anthony wrote:

I am trying to get a new updated puck but they seem reluctant to send me a new one and also say they can't control which ones they send out. Surely the people who send the Pucks out can tell? Also why can't they bin the old ones knowing that for some customers they are not working correctly

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Apart from the huge landfill/recycling headache, why would they need to bin all the old pucks, a handful of customers having issues in comparison to those who don't does not equate faulty pucks, I'm sure this has been explained to you numerous times in your other threads/posts.

Sky will send out whatever puck is in stock, you also need to remember pucks are loaned so any returned are fully tested then put back into circulation for other customers to use.

[TechGuy007]

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@GD1 wrote:

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@Super+Anthony wrote:

I am trying to get a new updated puck but they seem reluctant to send me a new one and also say they can't control which ones they send out. Surely the people who send the Pucks out can tell? Also why can't they bin the old ones knowing that for some customers they are not working correctly

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Apart from the huge landfill/recycling headache, why would they need to bin all the old pucks, a handful of customers having issues in comparison to those who don't does not equate faulty pucks, I'm sure this has been explained to you numerous times in your other threads/posts.

Sky will send out whatever puck is in stock, you also need to remember pucks are loaned so any returned are fully tested then put back into circulation for other customers to use.

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Really? So as a new Stream customer you aren't guaranteed to get a brand new, unused box? I find that hard to believe. 

[GD1]

@TechGuy007  If the Pucks are loaned exactly as Sky Q is Sky are not going to endlessly manufacture new pucks while the old ones that are in stock are still usable, Gen one pucks have been in existince since Glass Launched.   A Sky Q customer was never guaranteed a brand new Sky Q box either.

Do people honestly beleive that Sky or even VM etc send out new boxes to new subscribers? Of course not.

[TechGuy007]

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@GD1 wrote:

@TechGuy007  If the Pucks are loaned exactly as Sky Q is Sky are not going to endlessly manufacture new pucks while the old ones that are in stock are still usable, Gen one pucks have been in existince since Glass Launched.   A Sky Q customer was never guaranteed a brand new Sky Q box either.

Do people honestly beleive that Sky or even VM etc send out new boxes to new subscribers? Of course not.

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I'm going to question how you know that. You are not a Sky employee, as you state. To "fully test" a returned device isn't going to be cheap, as there are strict regulations regarding reusing electronic devices. 

[GD1]

@TechGuy007  Sky will be fully aware of any current regulations on testing and reusing their hardware, they have also committed to reducing waste so dumping perfectly good electronics is incompatible with their environmental commitments.

You don't need to be a Sky Employee to know that Sky have always returned loaned equipment back into the customer user base for the reasons already outlined.

[Rookey007]

This thread gone out of hand. No answers on the original question 

[GD1]

@Rookey007  Have you tried connecting an ethernet cable from the puck to the hub, you would need to reset the network on the puck and turn WiFi off.

Speed is important but so is stability.  If ethernet doesn't improve things give Sky a call, they can check the logs of when the issue occurs and see if there are any issues at the time you watch UHD sport channels.

[lettice]

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@Rookey007 wrote:

Between 150-280

Tries to get sky send me a new puk as updated ones solve the issues 

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Is that speed via the Netflix test on one puck.

That is quite a variation in speed.

Should still be ok at the lower level, but if your speed is dropping so much, there maybe some kind of blip when running with an HDR live broadcast or some kind of interference going on.

Just to clarify the Network test on the puck, to see if we can get to some kind of solving your issue:

Best way to test is via 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 handful of times, over say a half hour period.
What is your speed for your puck?

Just to be certain on any interference, some tips around that.
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.

Also, a few other things to consider for watching in HDR.

You should be using the sky supplied hdmi cable or a high speed one.

Try changing to another hdmi port on your TV.

Have you made sure you have turned off all the TV eco and motion smoothing and sports settings that can cause issues with certain broadcasts.

[lettice]

Have removed some posts form a customer thread to this one as they had nothing to do with the customer issues.

@Super+Anthony 

As we have already mentioned on here on previous threads about the V2 type puck.

It is not a Gen2 puck, like the Sky Glass TV is an upgrade in specs to the Gen1 TV.

There is no expected performance difference to the current puck.

All it has is a slightly different power socket design.

It is just a similar chipset from another supplier. Something many hardware manufacturers do to help steady supply chains.

You cannot request one as a replacement for your current puck and as far as we are aware there is no plan for any replacement of a current puck with this one.

Expect going forwards, new customers will be sent one or the other.

Returned pucks from leaving customers or from some returns that may have been deemed faulty will be refurbished and sent out to customers.

The refurbished process is done to a set standard testing level, before issuing.

Sky take seriously their eco credentials and try to avoid waste as much as they can.

[lettice]

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@Rookey007 wrote:

This thread gone out of hand. No answers on the original question 

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I extracted to another thread those erroneous posts in here, so we can try and fix your issue.

[Rookey007]

I've tried alsorts it still happens even if hard wired. 

is it not a known issues with sky why just this channel. Doesn't happen  on now tv using boost