Sky Stream Cut Out

[Jordan6932]

I've recently been having lots of technical issues with my Sky Stream. Initially, it would have connectivity issues via Wi-Fi which searches on Sky Community show are pretty common. I switched to an ethernet connection and turned off Wi-Fi but would still get the "No Wi-Fi Connection" error on start up. I read here that you should turn off the "Standby" features to keep the puck connected when in standby-mode. It seems ridiculous that you have to compromise energy efficiency (although likely to be minimal) to work-around Sky's poor firmware.

Now we have secured connectively, we are still getting lots of cutting-out whilst watching Live TV. Pretty much every time we watch TV, we get the "Please wait whilst your programme loads" message on a black screen which lasts 5-10 seconds but happens regularly throughout the programme. 

We have 360mbps fibre broadband which is regularly speed tested at between 340-380mbps so more than sufficient to run Sky Stream. We live in an OFNL network area so unable to take the Sky internet packages. I am certain that our puck is faulty but speaking to Customer Service, they only seem to want me to reboot my Wi-Fi (which happens weekly on a schedule) and see how things improve.

What can I do to get Sky to replace the puck to see if this fixes the issues OR are these issues which are being experienced more widely suggesting that the service itself is unable to cope.

[Hunter2660]

For clarity have you speed tested using Streams Netflix app? This will give you a more accurate result.

[Jordan6932]

@Hunter2660 I just ran one, it's showing at 120mbps

[samsung+tvlais]

I've been having issues with my sky stream o called today and they ran all the usual tests and then booked an engineer appointment for Tuesday and ordered me a new sky stream puck. Call customer service and tell them you have done all the resets and checks and the streaming device is still glitching.

[Jordan6932]

@samsung+tvlais so you have to have an engineer out too? To make sure you can plug two cables in? Haha

[Jporch316]

This sound like an issue @mikealanr was having recently 

[mikealanr]

Yes @Jporch316 .

I've had EE replaced my router and sent an engineer (which was a massive waste of time by hay ho) and it's still doing it multiple times per day. Whenever the puck or glass units are put into standby when they come out you get no WiFi message. Pressing home screen will load it, but no apps will load and in network connection says not connected. However live TV works.

The only way to resolve is restart both the router and affected devices.

Videos of the issue have been provided to our contact at Sky and I've the developers have access to all the log files from my devices so fingers crossed they will find a resolution soon.

@Jordan6932 I've had network standby mode on and it's been fine for years but now it doesn't matter what I have it set to. However I don't see any please wait or technical fault messages it is literally only coming out of standby.

MikeAlanR