Sky Stream keeps pausing and glitching

[monkeyhutch]

For the last few months when turning on the Sky puck, programmes and apps (like Netflix, Prime, Disney+) will play ok for about a minute and then will have small pauses and glitches every minute or so.

The only way to fix this is to do a restart every time I turn on the puck. This then fixes it until I turn it off and back on. 

The internet connection is fine (500mb) and if I switch to my tv I can watch programmes on the same apps with no problems. 
I have reported this several eeeks ago and heard nothing. 

[GD1]

@monkeyhutch  You don't say if the puck is connected over wfi or ethernet cable, having 500mbps to the hub is not the same as receiving the same speed over wifi.  If using wifi the signal needs to be strong and stable as well as having the right speed.

On the puck open the netflix app, go to get help, run connection test, what speed is being reported.

[monkeyhutch]

I'm connected over WiFi, speed is 201mbps in the Netflix app..

The internet connection is fine.

No issues at all when watching anything via the TV directly. It's just anything on the Sky puck. 

[GD1]

@monkeyhutch  Speed is fine then, however it can be prone to intereference from neighbouring wifi signals.

I would try a wifi analyzer app on your phone to see what signals are nearby yours to try and root out any interference issues.

[monkeyhutch]

Why is this interference not affecting the TV then and only the puck? Everything else in the house works absolutely fine. No issues with "interference".

Also, why would a restart of the puck fix the issue until the next start up? Interference would be there all the time. I'm not buying the issue with your WiFi line of thought. 

[GD1]

@monkeyhutch  Pucks need a constant bitrate for their channels, the apps don't and can still play with lower speeds.

[monkeyhutch]

Yup. And the apps have exactly the same issue on the puck as the TV programmes.so the constant bitrate doesn't seem to be the issue either. 

Everything is fine on the TV.

Programmes and apps on the puck are not OK unless you restart it every time.

something points to the puck specifically and a restart fixing the issue temporarily. 

[GD1]

@monkeyhutch   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Coley-W95]

Thanks for escalating this. We’ve sent @monkeyhutch an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.