Sky Stream Crashing

[Joshfrancis191]

We've recently signed up to Sky Stream, we have a single puck in our main living room.

We have full fibre broadband with download speeds of around 700-800 to the router. Netflix on the puck shows consistent speeds over 300.

No network interference on any other devices.

Our puck has crashed at least 10 times since I set it up yesterday evening. Any advice? Seems to be common based on ongoing threads.

Really don't want to cancel, but it's becoming unwatchable having to manually unplug every half an hour as the whole system just freezes.

Freezes on YouTube, Prime Video, the Sky Main screen

[Mandy73M]

I'm having the same problem! It's driving me mad. I switched Broadband and signed up for Sky Ultimate and I can't watch telly 😢 It says connection is excellent but programmes are not loading. Aarrghh!!

 

[lettice]

@Joshfrancis191 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[lettice]

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@Mandy73M wrote:

I'm having the same problem! It's driving me mad. I switched Broadband and signed up for Sky Ultimate and I can't watch telly 😢 It says connection is excellent but programmes are not loading. Aarrghh!!

 

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Even though you have recently change your broadband it often is related to that.
Having a good local network is a key factor for having a reliable experience with Sky Stream.

Some initial things to try to see if we can help you through your initial issues.

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 few times, over say a half hour period during tests.
What is your speed for your puck?

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.
If you can, it's a good idea to not stack the puck on top of any other device.
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, turn wifi OFF under Network if connected via ethernet

[LJB-C]

Thanks for escalating this @lettice. We’ve sent @Joshfrancis191 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.