Sky Stream picture & sound breaking up

[Steve93]

Had no I issues for he  last 3 months, now Sky Sports pictures & sound breaking up, had to switch it off & pay Now for a day pass so that I can watch Derby County v Leeds, unwatchable on the Sky puck which is next to the Virgin Hub, so no issues with speed, it's connected via WiFi, did try ethernet when I first got Sky It seemed better on wifi 

Anyway tried it again says no WiFi, got another puck in the kitchen that's fine, obviously further away from then hub, doesn't make sense, wonder if the puck in the front room is faulty 

[Bluegiraffe]

Hey Steve93 

Many hundereds of posts regarding this I'm afraid...you post is going to get swallowed into the swamp, there are multiple discussions and some  hilariously marked as 'Answered'

I can tell you this:

- I had massive and continuous picture breakup (looks like bad decoding)

- It started a few months ago - not issue up till them

- It was not WIFI or Ethernet and was not Broadband related ( I am co nected via ethernet)

- Sky support checked my internet connection (SKY Broadband) and found it was fine
- They sent me a new puck and that seems to help - but I am still getting breakup from time to time - I still suspect the hardware, normally when it happensI can do a cold start of the puck and the problem goes away

- I have noticed that it seems to happen more frequently on ITV streams now, and more importantly, when using the 'Play from the Start' option it saeems to trigger it.

- I do see it on Netflix, when I do, I switch to the TV App and it works perfectly....

Sky don't really know what's going on clearly.

Also, you may get the usual responses like:
- Have you checked your WiFi

- Mine is fine and I have 7 pucks that are perfect, it's your setup...

Ignore them - the problem is real and you are not an idiot or going crazy

Apart from that then...give Sky a call to complain and good luck

Bluegiraffe

- 

[Steve93]

Thanks anyway, I'll try again later 

[Exiled-in-HH]

@Bluegiraffe  It is the discussion creator that marks the discussion as ANSWERED🤔

These issues are most often related to the internet connection ... which is obviously the starting point for any investigation😉

[lettice]

Try a network reset in the puck, exactly as described below;

1. Select Network settings on your TV.
2. Select Reset.
3. Wait while your network is checked, then select Confirm.
4. Now, follow the on-screen instructions to:
   • Connect to a Sky hub
   • Connect to a router from another provider
   • Connect with an Ethernet cable instead of WiFi

[Juniper1998]

I have exactly the same problem, WiFi says it is good - we also have a netgear gaming router connected to sky wifi - tried both connections and the picture was very poor.  Swapped to Netflix on the tv instead of sky and picture was perfect