Sky Stream freezing and switching off

[Shardy13]

I'm trying to set up Sky stream for the first time today. The broadband router has a stable connection and the puck is connected via the Ethernet cable. However the puck can't cope with basic navigation and won't play a programme. 
I have checked the WiFi connection as was able to play my firestick s managed to get TV but I'm paying for Sky Stream and it doesn't work. 

ive followed all the troubleshooting suggestions and it still is failing. Any ideas? 
the only thing I can think of it's a faulty puck or a dreadful service not fit for purpose. 

[Angel_Aka]

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@Shardy13 wrote:

I'm trying to set up Sky stream for the first time today. The broadband router has a stable connection and the puck is connected via the Ethernet cable. However the puck can't cope with basic navigation and won't play a programme. 
I have checked the WiFi connection as was able to play my firestick s managed to get TV but I'm paying for Sky Stream and it doesn't work. 

ive followed all the troubleshooting suggestions and it still is failing. Any ideas? 
the only thing I can think of it's a faulty puck or a dreadful service not fit for purpose. 

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Run a network check from the get help menu on the Netflix app on the puck. This is the only way to find out the speed actually being received by the puck. What speed is reported?

It could be a faulty puck as there are shed loads of them out there now - they have a high turnaround of being returned, refurbished and sent out to new customers and the older ones (nearly 5 years old now) may well struggle if they've been used a lot. Sometimes just the outer shell of a puck is replaced but the internals might be older. 

[Shardy13]

Thank you for your reply. I can't even get past the sky stream welcome screen so haven't been able to access the settings. I e just had a long call with sky support and they suggested upgrading my package from fibre 500 to max and are sending me a replacement puck. Who knows if that will work. 
I appreciate your reply. Thank you. 

[Fothergill1]

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@Shardy13 wrote:

Thank you for your reply. I can't even get past the sky stream welcome screen so haven't been able to access the settings. I e just had a long call with sky support and they suggested upgrading my package from fibre 500 to max and are sending me a replacement puck. Who knows if that will work. 
I appreciate your reply. Thank you. 

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Hi @Shardy13 I would have thought Sky 500 would be ample but agree that your puck has probably developed a fault and needs replacing.

Good luck with the replacement. 

[Angel_Aka]

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@Shardy13 wrote:

Thank you for your reply. I can't even get past the sky stream welcome screen so haven't been able to access the settings. I e just had a long call with sky support and they suggested upgrading my package from fibre 500 to max and are sending me a replacement puck. Who knows if that will work. 
I appreciate your reply. Thank you. 

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That sounds like a pointless bit of hard up-selling.

Sky Stream would only need more than 500Mbps if your household was streaming multiple 4K streams on other devices whilst video calling on multiple phones, and downloading some massive files from a server at the same time. A Gigabit fibre connection isn't going to fix a Stream puck that can't even get past the welcome screen. Hopefully the replacement puck will be one that works.

Good luck! 

[lettice]

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@Fothergill1 wrote:

Hi @Shardy13 I would have thought Sky 500 would be ample but agree that your puck has probably developed a fault and needs replacing.

Good luck with the replacement. 

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Totally agree.

A 500Mbps broadband  is going to be easily capable of working with a  Sky Stream puck for the majority of customers, even in the most busy households on wifi. No need really to upgrade the broadband package/speed.

They might be thinking of mentioning the Sky broadband Max, with that wifi 6 router and its pods (type of mesh) to provide a seemingly better house wifi range offering.

Be honest, if you currently have the sr203 router (wifi5), as I do on my 500Mbps Sky broadband it works great without any issues with my two pucks (both pucks are three years and six months old) and they receive a good solid wifi (350Mbps via the puck Netflix test) and that router still provides a good strong range throughout the house and into the garden.

You may if using wifi going forewords just need some slight repositioning  of your pucks if using wifi, it can make a great deal of difference in their speed and reliable signal.

See you mention you did try ethernet, so as most TVs do, the Sky Glass TV and Sky Stream pucks only have a 100Mbps ethernet port, that you will probably get a constant 80-90Mbps speed, which by the way is well above the needed speed for the pucks to perform reliably.

As above, you may have a faulty puck, it has been known, so hopefully your new one will work well.

Do remember if you do connect your pucks by etherent, to turn wifi off in the Sky Stream puck settings, as it will drop to wifi at random times and also can do on a restart, causing some blips and connection losses.

Some further pointers:

Best way to test the speed to your pucks 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, the puck can suffer from some local 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.
Have 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.

[lettice]

One further thing, the puck can get stuck in a standby state.

The following recovery procedure on step 4 can get past this, always worth a try if you experience it.

Not sure if the Sky support took you through this.

https://www.sky.com/help/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-strea...

[Shardy13]

Thank you all so much for your help and advice. I hope the new puck will solve the problem and I will make sure the WiFi setting is off once I can actually get past the set up Home Screen. 
I appreciate you all taking the time to help.