Sky Streak Puck Buffering

[Pabs1882]

The past three weeks I have had an issue where by the Sky stream puck is buffering and freezing constantly. On Saturday, the 30th of November 2024 I contacted Sky customer support and was advised that the issue is due to Sky, and that's their technical team are trying to find a patch to update the sky puck software. This is an absolute joke. I've had this issue for three weeks now. I've changed my broadband supplier. Sky have even sent me out a new streaming puck and I've spent hours on the phone to Sky as well as my broadband provider. Now I found out that the problem is with Sky all along. How long is this going to take to get this patch sorted. This is interrupting my viewing on most channels and definitely live sporting events including football. This is not good enough. I don't suppose they'll be a reduction or a compensation on the lack of services I'm currently receiving. 

Has anyone else experienced these problems. I'm surprised there's not see more complaints and issues on these forums. When I phoned Sky today they couldn't even tell me how long it would be. Great, thanks very much Sky

[mikealanr]

Hi @Pabs1882 

I'm not experiencing such issues with my 4 pucks and Glass TV. I would also take what call center staff say with a very large pinch of salt. However, there are a few reports of the issue here on the forum. One thing to check is are you receiving the minimum speed needed for Sky of 25Mbps for HD and 30Mbps for UHD?

One thing may help is connecting your puck via ethernet and disabling WiFi in the puck settings.

Generally software updates are on monthly to six week cycle however Sky don't release any information beforehand. 

MikeAlanR

[Pabs1882]

Hi thank you for your message. I have no reason to disbelieve what the Sky customer service representative saying. As soon as I told her my problem she was very quick to state there is an issue and that the technical team are working on a software patch to send out as an update

I have all of the requirements in terms of speed for my puck, that was never the issue as all my other devices work flawlessly in the home when connected to the Wi-Fi.

apparently there is no timeframe as to when this new patch will be ready. All she had to say was that it would be sent out in the early hours of the morning and updated in the background

it's very frustrating, funny enough looking back. This buffering issue  only started happening after the last software update a few weeks ago so whether it's something to do with that, possibly, I don't know

all I can do is sit tight and wait for this so-called software update should be released.