Sky Stream connection problems

[GeoffB13]

I have had Sky Stream for about 4 weeks.  I am not happy:

Frequently get a 'There is a technical fault please try later' - haappened this morning whilst watching BBC news ive

Frequently get 'WiFi not connected' - if I go to the Settings and Network that invariably tells me that there is a Good Wifi Connection, I return to Home to find all OK - frustrating

Frequently get stoppages in programmes  whilst it catches up particluarly on BBC Iplayer

A day does not go by without at least one of these issues.  My broadband is fibre optic 150Mbps, Netflix on the Sky puck tells me that the speed is 143 Mbpss.  My Wifi checker on my phone tells me the WiFi Speed is around 700Mbs where the puck is. Whenever any of these issues occurs I switch my TV input to my Amazon Firestick and there are no problems, in fact I could probably have survived with the Firestck after cancelling Virgin (no technical problems with them) if it wasnt for wanting Sky and TNT Sports.

The technical support guy at Sky just told me that the Sky Stream Puck is different technology to the Firestick and perhaps I should consider increasing my broadband speed - also that the Iplayer App is very demanding on the broadband.  I dont understand all this - can any else explain.

My cooling off period is nearly done and I am considering cancelling my Sky Stream.

[MarkGoldsmith]

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@GeoffB13 wrote:

I have had Sky Stream for about 4 weeks.  I am not happy:

Frequently get a 'There is a technical fault please try later' - haappened this morning whilst watching BBC news ive

Frequently get 'WiFi not connected' - if I go to the Settings and Network that invariably tells me that there is a Good Wifi Connection, I return to Home to find all OK - frustrating

Frequently get stoppages in programmes  whilst it catches up particluarly on BBC Iplayer

A day does not go by without at least one of these issues.  My broadband is fibre optic 150Mbps, Netflix on the Sky puck tells me that the speed is 143 Mbpss.  My Wifi checker on my phone tells me the WiFi Speed is around 700Mbs where the puck is. Whenever any of these issues occurs I switch my TV input to my Amazon Firestick and there are no problems, in fact I could probably have survived with the Firestck after cancelling Virgin (no technical problems with them) if it wasnt for wanting Sky and TNT Sports.

The technical support guy at Sky just told me that the Sky Stream Puck is different technology to the Firestick and perhaps I should consider increasing my broadband speed - also that the Iplayer App is very demanding on the broadband.  I dont understand all this - can any else explain.

My cooling off period is nearly done and I am considering cancelling my Sky Stream.

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Is your sky stream puck out in the open, i.e its not behind the TV or on an enclosed shelf on a TV stand/cabinet?

Broadband speed is only half the equation, the other half is about the strength and stability of the Wifi connection, ultimately the Sky streaming platform is more susceptible to fluctations in wifi signal strength and dropped packets, mainly due to it requiring a constant connection to Sky's servers.

[BenJoBanjo]

@GeoffB13 

Sky Stream pucks are different to most other streaming devices in that SkyOS, the operating system it runs on, is entirely server-based. This means that your broadband connection needs to be constant, fast and stable because the puck is constantly communicating with the server it is connected to in order to run each app or stream each channel you want to watch. 

Other streaming devices such as Firesticks, or Apple TV boxes have their FireTV and tvOS operating systems and apps stored on the device itself, therefore lessening the load on the broadband required to function. They just need the broadband connection to stream the content, not the operating system too. 

Sky chose to do it this way largely to save money. It allows their operating system and servers to be used globally. They can manufacture cheaper Stream pucks in vast quantities and let the servers and the customer's broadband connection do the heavy lifting. 

What this does mean though, is that you, the customer, have to make sure your own broadband connection is fast, constant and stable enough to run SkyOS on a Stream puck or Glass TV. If it's not then you will have to try and improve your speed or switch to a different streaming service via different hardware. You won't get SkyOS by doing this, but you can get the same content. 

[lettice]

As @MarkGoldsmith  has mentioned above, having a good local network broadband reach is key to Sky Stream, plus it may also be suffering from some local interference.

The puck much like a Sky Q box can for some customers suffer from this at times. 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.
Best not to sit it on a glass shelf. Wood is generally the best.
Make sure 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.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.

If you ever decide to use an ethernet cable for the Puck connection, turn wifi OFF under Network if connected via ethernet.

[GeoffB13]

Thank you for your comments and help.  I now have some understanding that the Sky Stream Puck demands more from the internet than the Firestick.  I am considering increasing my broadband speed to the next level i.e. 500Mbps?  Do you think this will be beneficial?

I've attached some photos showing my current internet speeds - one of the TV showing the speed per Netflix on Sky Stream, the others per my phone in the same room.  

There is also a photo showing where my puck is now located - I have moved it further forward on the shelf but with no improvement.  You'll notice that the shelf is glass but I dont understand why this should be detrimental

[lettice]

If your speed at times using that Netflix speed test on the puck is mostly that, it does seem like you are suffering some local interference.

Not seeing that an increase in speed will help you, it's your local network or some interference most probably causing an issue.

Glass can cause issues with allowing wifi devices to travel. Sometimes, just setting on a wooden block on the glass helps.

But, looking at your last picture.

Could you try for testing moving your Sky Stream puck away from near or under the TV ( it's too close if I'm honest) and away from those other electrical devices that sit below the puck.

I would say set it on a table to the right or left of the TV, say a good six to twelve inches to the side of the TV, if possible and at least one to two feet high off the floor. It does not need to be any higher than that.

I did some tests in my home setup, that has been very reliable for Sky Stream way back and if I move my Roku within about four inches of my puck, both sitting on the same shelf, my Sky Stream puck wifi speed drops intermittently quite dramatically.