Sky Stream Issues

[Newstie]

Hi, having major sky stream issues. Upgraded my broadband package over the weekend - now on full fibre gigafast (900mb download, the max package you sell) which I was told would fix my tv streaming issues. Tonight is the first night of new broadband, turn on sky sports darts uhd and within 5 mins the channel is saying 'please wait for your program to load' followed but a message saying there are technical issues. Not best pleased with this as I am now paying rather a lot for the max broadband package and still cannot watch tv. Need a solution, asap or I'll be complaining (again). Any suggestions please?

[martswain]

Connect the puck to your router with an ethernet cable and turn off the WiFi in the puck settings menu.

[Newstie]

Thanks - I'll try 

[Newstie]

Same issue persists even when plugging in Ethernet cable. Need a fix as this is getting behind a joke ...

[MarkGoldsmith]

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@Newstie wrote:

Same issue persists even when plugging in Ethernet cable. Need a fix as this is getting behind a joke ...

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Once you disable WiFi in the pucks settings reboot the puck using the restart option in the settings as a reboot is typically needed for the setting change to take affect.

[JWestLondon]

I had the same issue a couple of days ago. I tried a full reset of the puck as described on a sky help page without realising that would take it back to factory settings and needed a complete reset/reregistration. Everything went well until the software absolutely refused to accept the PIN number that I knew was correct.

Got through to a Sky customer service agent in Manchester who was absolutely brilliant. Took me through the whole lengthy process again but at the PIN input screen said to turn the puck off at the plug, wait 3(?) minutes , turn it on again and it will come back on to the PIN screen and accept the PIN.. He did say it might not work😟 and I might need a new puck. Fortunately it did work 😁. Given the doubt you might not want to try this without being on the phone to a customer advisor though!!!  So far it seems to have worked. 

I really, really, find the constant 'SuperUser' ( are they super users because they spend so much time on the forums or because they know so much about sky technology? I suspect the former) advice - 'oh it's your internet,  connect it via Ethernet' to be very frustrating indeed. In some few circumstances where the customer is right on the limit of download speed, 25/30 ish perhaps, this might be good advice.  But they offer this advice on every thread, at every reply,  without having any knowledge of the customers set up , ISP, router type, download speeds etc. And , dear super users, I don't want to run a Ethernet cable round the house. I don't even want a plug in repeater because I've got concealed wiring, and I shouldn't need an Ethernet cable when a) I'm getting 230 to the puck according to Netflix and b)  the system is sold, advertised, and praised for being a WIFI STREAMING SERVICE. Just a thought. 🤔

[andycross1]

Hello 

Pixalation issues

I work in the telecoms industry spciciflly WiFi and I have been having issues with pixalation issues, by chance I have found the problem and not what I expected.... replaced the HDMI cable with a better quality one! Not sure what the rating is but it works 🙂 

[Exiled-in-HH]

@JWestLondon  This is a customer community ... would you prefer nobody tries to help other customers?

WiFi may not always work so suggesting checking with Ethernet is a sensible option ... and there is no need to trail wires around the house ... Ethernet over power line is an option😉

[JWestLondon]

Bit unnecessarily sarcastic that don't you think? You had a cheap shot and missed by a mile. Where did I say anything about not wanting people to get help? In fact it's quite the opposite! I don't want to derail the OPs thread but I will say once more that every thread, every post, within minutes one of the regular responders pops with what seems to be a scripted reply- 'it's nothing to do with Sky,  it's your internet, use an Ethernet cable. ' . This is a massive generalisation that is rolled out all the time and ( deliberately?) ignores the fact that although many people are  happy with their sky puck and have no problems a significant number do as evidenced by this thread. Maybe be a bit more broad minded about it and consider that some people may be having a software/ firmware/ siting/ connection and try and manufacturing issue and try and help them. 

[Newstie]

Tried all of these ... nothing working. Need someone from sky to suggest something proper. Paying a lot of money for a service I am not getting which is extremely poor 

[JWestLondon]

@Newstie. A complete rest of the puck back to what I think were to, factory settings worked for me. As I said earlier though it's best to do it while talking to, and under the instructions of, a Sky customer service agent. Because not only is it a longish process , but the Sky advisors know a couple of tweaks to it that aren't on the help screens. They suggested the   turn off at the mains at the PIN entry stage ' because it worked for some customers . As I say it worked for me.  So far. Good luck. 

[Newstie]

I have tried this 😔

[Exiled-in-HH]

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@JWestLondon wrote:

Bit unnecessarily sarcastic that don't you think? You had a cheap shot and missed by a mile. Where did I say anything about not wanting people to get help? In fact it's quite the opposite! I don't want to derail the OPs thread but I will say once more that every thread, every post, within minutes one of the regular responders pops with what seems to be a scripted reply- 'it's nothing to do with Sky,  it's your internet, use an Ethernet cable. ' . This is a massive generalisation that is rolled out all the time and ( deliberately?) ignores the fact that although many people are  happy with their sky puck and have no problems a significant number do as evidenced by this thread. Maybe be a bit more broad minded about it and consider that some people may be having a software/ firmware/ siting/ connection and try and manufacturing issue and try and help them. 

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Trying Ethernet is always the first step to a resolution, along with checking the connection speed to the Sky Streaming device😉

[JWestLondon]

Whose first step would that be? A super user's or a  techie ? 

Anyway, @Newstie , disregard all I said above. Last night watching the football in UHD I got the black screen and the frozen picture. Again. Not sure where to go from here. 

[Floydianslip]

@Newstie , are you using an ISP-provided router? They can sometimes be pretty subpar. It might be worth getting your own, especially if you’re concerned about WiFi quality.