Sky Stream Puck freezing/crashing

[trotski08]

One of my sky stream pucks constantly crashes/freezes and requires rebooting. I have reset it as informed by sky on live chat but it doesnt make any difference. At times it can make it totally unwatchable as it happens every 2-3 mins on occasion. I have 3 pucks in total and the other 2 work fine. Obviously sky try saying its a connection problem, but it is picking up the internet at 480mbps and is the nearest of all three 3 pucks to the router. Trying to get anywhere with the live chat seems to be a waste of time and dont have time whilst at work to ring them, as that always takes an hour or so - so not sure how to resolve the issue!!! Would like another puck for a room i have just renovated but dont want to buy another if sky are unwilling to resolve this issue... 

[Stephen+Mourton]

@trotski08   Is there something different about you setup in the room where you are having problems?  Pucks can be very fussy about where you put them. Ideally not touching anything with a bit of room around them,   Have a try in other positions and see if that helps.

[lettice]

@trotski08 

You may have already, but try a few things.

Swap your  unreliable puck with one of your working ones and see if it helps.

See you mention a 480Mpbs speed, is that via the Netflix speed test via the puck?
if not, can you do a network speed test on the Puck.
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 several times, say over a half hour period at a busy household time.
What is your speed?

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.
Do not stack the puck on top of any other device.
Try if you can having the puck 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.

[trotski08]

Hi, 

Yes that internet speed mentioned earlier was taken from going through the Netflix app.  The puck is on top the TV unit, with nothing else - no other set top boxes or stereos or soundbars or anything.  I have tried swapping it over with one of the other 2 I have and the other one worked fine in that room. Pretty sure its the puck that isnt working properly as Im pretty confident its an ideal set up for it - just the other side of an internal wall to the router - the other two upstairs work fine. Paid to increase the internet speed thinking that might help but makes no difference at all (probably as it was well above what is required anyway). 

[lettice]

@trotski08 

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

[arcadeavenger]

Thanks for escalating this @lettice . We’ve sent @trotski08 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours. Thank you, Becca.