Sky Stream - never works when started

[rickg84]

Hi everyone,

My two sky Stream picks are driving me crazy. For about 6 months they have been consistently troublesome whenever I turn them on. Regardless of how I connect them (wi-fi, or Ethernet) they do the same thing. Process is this - turn on > parts of the UI load but nothing is active > try to go down to settings, not there yet (hasn't loaded), press home a few times and eventually manage to get the settings modal to appear > click this and get 'no programmes of this type exist' > click home over and over again until eventually I get a no WiFi message. At this point I Exit, go to settings and restart. After doing this evening is fine. I have tried to troubleshoot this so many times! I have a WiFi mesh with 3 hubs (1 less than a metre from the sky stream puck). Internet across the whole home averages 920mb/s and the Netflix speed test via the Netflix app on the puck is between 200-400 whenever I test. So far I have done the following - 

Switched to Ethernet on box pucks (ensuring settings are updated) - same result

Reset my home network and switched all pucks off before restarting - same result

Factory reset both sky stream pucks - better for a day or two and then same result.

Based on this forum I've then updated settings and made changes to check other bits and no luck. Every other device I have on my home network works fine - even my outside EV charger has no connection issues. I have a few months remaining on my contract but it's getting to the point where I'll just use my NVIDIA Shields and forget about Sky - so frustrating. I'll watch sports on a different device. Posting now as I've previously just spent the 5 mins every time I turn one on, going through the steps above, but in the last week it's got worse. Now takes 10 mins before I can restart and then the UI is so clunky and unresponsive. Anyone have ideas? I've called Sky 4 times and they ask me to do the standard troubleshooting all over again and I honestly just give up after 20 mins on the phone each time. Appreciate any help. 

[Danz994]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

[Fothergill1]

Hi @rickg84 You might have already checked but if not make sure that the Network Standby Mode is turned ON as this stops the device from losing the network connection when the puck goes into standby.  This can be found by going into the Settings > Start up & standby menu.

[rickg84]

Thanks. This is switched on for both boxes, but for some reason they never seem to hold a connection!

[Steddy]

Did you ever get an answer to this problem?  I have exactly the same issue across three boxes, wired or wireless and it is driving me nuts.

I am so close to cancelling the subscription entirely and going with free TV on Firesticks.

[rickg84]

Hey. Nope, unfortunately not. Loads of troubleshooting with the sky team, sent loads of pics, codes, WiFi setup etc... was basically told nothing they can do (no offer to replace boxes), and they would try to resolve in a future software update.

we have 2 months left on our contract and will then be off. Haven't used any of our boxes for nearly 3 months now. Shocking customer service and I don't have the time to go around in circles. 

[Steddy]

Thanks for the response.

I changed my box from Wifi to Ethernet, then noticed the IP it was showing was not listed in my router.  It looks like when it is changed it doesn't update the IP, so isn't actually connected.  I had to reboot the box then it sprung into life.

I think the issue could be that setting for retaining the IP in standby.  Even though the Sky box has retained it, the router has not.  I noticed on the one in the bedroom where I had this issue, doing a Wifi reset fixed it.  Straight after a reboot I can see the Sky MAC address showing in my Router.

I've turned off the Standby setting now and will see how it goes.