Sky Stream freezing and buffering

[Padam_Padam]

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@lettice wrote:

When I ordered Sky Stream, they did a check on my broadband speed during my order call.
Being with Sky Broadband Ultrafast + (500Mbps) they knew I did.
But also did a check that showed via my Mysky account that I was getting those speeds to my router, they mentioned this.

As far as I know, it is a requirement on ordering that they check you have the minimum speed.

In your case you are very brordeline with that.

I have just updated my Stream journey here with some test I have been running;
My good journey to Sky Stream from Sky Q | Sky Community

Basically the tests show this;
HD = Watching any live TV, On demand or cloud recordings - 6-7 Mbps per puck.
UHD = Watching any live TV, On demand or cloud recordings - 11-12Mbps per puck.

So it seems with Sky recommended, is not far off the mark in the Sky help page link below;
Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

Sky Stream FAQs | Sky Help | Sky.com

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Those recommended speeds are for a single puck. Originally when Glass & Stream launched, the minimum requirement was just 10Mbps for standard HD viewing and a recommended 25Mbps for UHD. They upped this to the current 25/30Mbps in May last year. 

https://www.cordbusters.co.uk/sky-new-speed-rules-glass-stream/ 

https://www.ispreview.co.uk/index.php/2023/05/sky-stream-tv-customers-now-need-a-25mbps-broadband-sp... 

I think they realised that because the service needs a constant connection to Sky's servers in order to function with any stability, they needed to add some headroom. 

[Sandman1600]

Thanks again.  Wifi is definitely turned off but ill doubke check the other settings when i get home. 

[MarkGoldsmith]

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@Sandman1600 wrote:

Thanks again.  Wifi is definitely turned off but ill doubke check the other settings when i get home. 

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@Sandman1600 as the issue has only recently started to occur after months of being fine i wonder if some sort of minor fault or external factor could have impacted your line which perhaps has weakened your broadband speed just slightly but its enough to be causing an issue due it to being borderline minimum speeds.

[Sandman1600]

Thanks.

I had the same thought as we had something similar when we first moved in that had to be resolved with Open Reach I think.

Sadly it's not easy to get Sky to consider that. It's easier for them to put it down to something we're doing wrong. 

They're sending an engineer out next week so fingers crossed it's somebody that's open to alternative theories!  

[Stu201]

I have exactly the same. Currently can't open any apps. The whole set up is like something a junior school made as a project. It's the worst thing I've ever paid for. I will be contacting Sky and cancelling. They aren't prepared to offer any assistance in solving a problem with there system

[Nigelb1972]

@Stu201 reboot your puck by pulling the plug for 10 seconds. I think this issue is causing by an app not closing properly and could be easily resolved by Sky/Comcast building in a reboot function into the settings 

[MarkGoldsmith]

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@Nigelb1972 wrote:

@Stu201 reboot your puck by pulling the plug for 10 seconds. I think this issue is causing by an app not closing properly and could be easily resolved by Sky/Comcast building in a reboot function into the settings 

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The way to avoid this is to ensure you close and exit the apps. When in an app keep pressing the back button, what will happen is you will go back to the app's home screen, then it will either close the app and go to the Sky Stream Home Screen, bring up a prompt asking if you want to exit the app, or in the case of Netflix will display the navigation bar so you can select Exit Netflix to close the app.

Once its got into this state a reboot by unplugging it for a couple of minutes is the only way to solve.

This platform is like any platform that runs applications, the apps need to be occassionally closed.

[JonnieBoy]

if this is when watching 401, i had same issue. watching 906 which is same UHD comtent fixes the issue.

i assume because 401 is dual hd / uhd feed , puk flips out where 906 is single uhd feed. that may be **bleep** btw, but i can't think of any other reason why the difference between 906 and 401