Sky Stream Puck issues

[SR1973]

I signed up to Sky and received my puck last Monday.

Following what I thought was a straightforward setup process, I've had nothing but issues, including - 

*Random remote disconnects

*Programmes freezing from watching from anywhere between 2 minutes and an hour

*When accessing a setup playlist, the remote let's me scroll across approximately 4 programmes then freezing halfway between programme selection 4 and 5.

All of the above include powering the puck off then on again, which is only resulting in a rinse and repeat process.

I observed that my software was updated this morning, but the issues remain and it seems to be a faulty puck. I've also tried resets per guidance I've found online.

Connection speed tests from Netflix show and average of 40 mps.

Grateful for any advice from other who may have experienced these issues.

[Addie15]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
 

[SR1973]

Thanks @Addie15 much appreciated.

[Stephen+Mourton · Accepted solution]

@SR1973   In the meantime, If you are not connected to your router via an Ethernet cable does your router have a direct line of site to your puck, also your router and puck are not directly next to any object, particularly electrical items, mirrors or glass.  All of these can effect your signal.  I hope that helps. 

[SR1973]

Thanks @Stephen 

I've received a replacement puck and everything is working fine now.

[AndyPandy3]

I received my Sky Stream items last Monday and have had nothing but problems with viewing or even seeing what's available.  When finally selecting anything it often freezes the picture and sometimes just all goes dead within 15 minutes of starting to watch.  Sometimes messages come up on the screen saying waiting for your programme to download then technical error please try again later.  I've spoken to three different technicians and none were able to identify the problem or come up with a workable solution. Replacement puck and controller agreed on Sunday 22nd June with a promised one day delivery, so should of arrived today.  Stil waiting!  Not been fun with my first experience of having anything from Sky.  If the new equipment doesnt resolve all my issues then its all going back to Sky.

[Harishmistry2]

Changed from BT BB after 25 odd years to Sky as offered a better deal and faster allegedly!

Was given a new Sky Q box engineer was supposed to come 8-1 pm after many called arrived 4 pm.

Sky hub turned up a day early lucky I was in and not raining outside.

Sky BB connected on 22:7:24 woke up 23:7:25 no internet booked an engineer who arrived promptly on 24:7:25 and promptly sorted poor connection by engineer on 22:7:25. The engineer on 24:7:25 was excellent!!

TBH awaiting signal settling but a tad slower than BT BB despite downloading speed higher.

[BenJoBanjo]

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@Harishmistry2 wrote:

Changed from BT BB after 25 odd years to Sky as offered a better deal and faster allegedly!

Was given a new Sky Q box engineer was supposed to come 8-1 pm after many called arrived 4 pm.

Sky hub turned up a day early lucky I was in and not raining outside.

Sky BB connected on 22:7:24 woke up 23:7:25 no internet booked an engineer who arrived promptly on 24:7:25 and promptly sorted poor connection by engineer on 22:7:25. The engineer on 24:7:25 was excellent!!

TBH awaiting signal settling but a tad slower than BT BB despite downloading speed higher.

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Do you have a question relating to the Sky Stream service? Your post seems to relate to Sky Q and Sky broadband.