Sky Sports UHD picture keeps stuttering

[antderoche]

The picture on sky sports UHD keeps stuttering. Intermittently the picture sometimes slows down and then quickens up to catch up, to live play. It happens too often and takes away my enjoyment.

[Fothergill1]

Hi @antderocheOne of the main reasons for stuttering and freezing is the quality and speed of the Wi-Fi signal being received 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 (try running the test when your programme is stuttering). 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 using up your 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

[antderoche]

Thank you Fothergill1.

Just to give you more context. My download speed is currently 420Mbps. Upload Speed of 89.4Mbps. The stuttering is immediate only on UHD sport and absoulutely fine on HD.

I have now watched the latest match (Villa / Man City) for the last 20 minutes and it still occurs frequently enough to be frustrated with the whole experience. In fact its contstant.

With the current speed I will be asking Sky for a new puck? 

[es_canuck]

Happens on my stream box as well. It is really annoying and like original post, only occurs with Sky Sports UHD streams. Has been really bad on F1 last couple of races. 

its like the box doesn't have enough power and it keeps topping out. 

I have a 1gig connection and its connected via ethernet to router. 

[Thunderbird]

Has started to happen to me as well in the last week. It's not my Wi-Fi or anything else so I think there is a Sky software glitch. Why don't they just tell us.m

[Anonymous]

Sky stream isn't just dependant on reasonable broadband speed. Just as important is latency. High latency (ping) will cause issues. You are more likely to have a stable reception with a download speed of 70mbps and low latency than 700mbps and high latency. This is why mobile data internet and starlink aren't recommend for Sky. Virgin media are well known for high latency issues too

[es_canuck]

yeah I thought about that when I was looking at the speed. 

I checked the ping on a bunch of devices and its around 15-20ms which is by no means high. Its a shame and its odd I only every see it on Sky Sports channels. 

[Anonymous]

15-20 ping should be fine. 

[trevforum]

High Jitter can also impact streaming efficiency.

[David07]

I have this problem for the last few months particularly with PL matches and F1. Really annoying and I have tried everything to fix. If Sky can't resolve it there is no point paying for UHD at this stage (which I think is worth it as the picture quality is way better when it works!)

any other steps to try? Did Sky provide any other options, new puck? 

[antderoche]

Hi David 007, my sentiments entirely. 

Sky ran me through the puck software upgrades which has reduced the stuttering to almost (not totally gone) nil. However the footie season has yet to start, so let's see. Good luck. 

[David07]

@antderoche thabks. When you say upgrade did change anything on the box.? The SkyOS is 1.3. Also just turned on the jutter reduction feature to see if that make any difference. I agree when the PL season kicks off again that's when we will really see if Sky are fixing this or not 

[antderoche]

Hi again David07. Sorry mate I'm not tech sav. I thought all the updates were indeed upto date...but he specifically went through a puck update including the additional room puck separately. 

As a tip I rang first thing in the morning as holding on as per normal is just soul destroying. 

Agree with your last comment - as I will be furious if any recurrence.