Sky Stream Picture/Sound freezing and buffering

[electricmonk]

@lettice 

Thanks for the thoughts. Appreciated.

Webmate, previously MacAce has been an ISP longer than Sky has. Originally founded to provide Mac only internet connectivity, in the then Windozecentric world. 

Yes the blue Netgear switches are good. They have a lifetime warranty

I do not access Netflix through the Puck. I access Netflix through the AppleTV4K, as it does Dolby Vision as well as Atmos. We have a family Netflix account. The Sky Stream package only includes Netflix with adverts, unless one pays extra. 

I have never had any network streaming problems on any other device, only since the Sky Stream puck arrived.

[lettice]

@electricmonk 

As I said above, the Netflix speed test is a useful guide to check your puck is getting  a sensible speed.

You just launch the Netflix app on the puck, no logging into the app required, go to Get Help at the bottom and select the Netflix 'check your network'  speed  test.

This fix is normally used when having previously run the puck on wifi and moving to ethernet, as plugging in an ethernet cable, can still default to a wifi signal that the puck holds. Not a good situation to mix and match in this way.

But, I have been made aware  the following can help solve some issues when the puck seems 'flaky' on ethernet via a switch.

Maybe worth a couple of tries.

1. Press Home on your Sky remote.
2. Select Settings, then Network. Here you'll see your current network settings.
3. Press right until 'Reset' is highlighted and press Select.

We'll then check your internet connection. You'll see a ‘Your network set-up looks good’ message.

4. Press right and select Confirm to continue.
5. From the three options, chose the 'Connect via Ethernet Cable' and press Select. Your Sky Stream puck will now be connected through the Ethernet cable.
6. Press Home to finish.

It is important  to put your Sky Stream puck on standby by pressing the Standby button on your Sky remote or on the bottom of your Sky Stream puck. Switch off your Sky Stream puck at the mains  or remove the power, leaving off power for 30 seconds,  then switch it back on again. 

[electricmonk]

I ran the test as you suggested, which confirms that there are no problems with the internet connection, as it is six times faster than the 15 Mbps required by Netflix 4, and three times faster than Sky's stated requirement for 4K of 29 Mbps, but I understand Sky uses a different codec from Netflix.

As stated in my 11 April post, the reset procedure you suggest has already been done, more than once, whilst talking to a Sky advisor on the phone on each occasion.

Just for info, I have just watched, using AppleTV4K device, this week's episode of Manhunt on Apple TV+, 4K UHD Dolbyvision, without any issues.

[electricmonk]

@lettice

I ran the test as you suggested, which confirms that there are no problems with the internet connection, as it is six times faster than the 15 Mbps required by Netflix 4, and three times faster than Sky's stated requirement for 4K of 29 Mbps, but I understand Sky uses a different codec from Netflix.

As stated in my 11 April post, the reset procedure you suggest has already been done, more than once, whilst talking to a Sky advisor on the phone on each occasion.

Just for info, I have just watched, using AppleTV4K device, this week's episode of Manhunt on Apple TV+, 4K UHD Dolbyvision, without any issues.

[RVW2]

Hmm just got sky stream and full fibre connection (145mbs)  and to be honest I am completely disgusted in the reception/service.

Wifi is virtually non existent Streaming to the TV from router which is in the same room and approx 3 mts away and this is what I get! 50% of the time it's nothing.

[electricmonk]

@RVW2 Have you tried connecting your TV to the router using an ethernet cable? This would see if your issue is with the WiFi connection or the Broadband itself.

[RVW2]

@electricmonk  Next job on list😉

[JonnieBoy]

it this issue is 401 in uhd.  flip to 906.  no idea why but that fixed my buffering l hanging problem.