Sky Stream & puck

[Kenny001]

My wife and I pay around £93 a month for our Sky Stream package and Internet.

Every day we have the same problems - grey screen with sound, live picture with no sound, live picture freezes or a combination.

I have unplugged the puck from the power supply, unplugged the HDMI cable and even left it unplugged overnight, even swapped pucks and we still have the same problems daily.

Apart from the above can anyone else think of anything to help please?

Thank you.

[lettice]

Most often, this is due to a poorly performing wifi connection to the Sky Stream puck.

Having a good local network is a key factor for having a reliable experience with Sky Stream.

Best way to test is via a network speed test on each of your Pucks.
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 a few times, over say a half hour period during tests.
What is your speed for each puck?

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.
It is best if the puck is 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.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON.
Turn wifi OFF under Network if connected via ethernet.

[lettice · Accepted solution]

Plus, save having to repower the puck via the plug;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Different ways to get to the settings menu;
Hit the . . . button on your remote and select settings, use voice saying 'settings' or scroll down to the settings menu on the home menu.

[Kenny001]

You've been very helpful, thank you