Sky Stream puck is awful

[CGroves]

Hi New to having sky stream and it's been a disaster , the puck would appear to be faulty it freezes all the time and I have to power cycle it when it does. I've tried resetting the puck , I've followed all the things that is advised to do in these circumstances, and it is nothing to do with my internet speeds . The puck is awful and not fit for purpose , I should not have to keep repeating the power cycle for it to crash again minutes later in some cases , other times I might get a day's use out of it if I'm lucky Is this a common issue with these stream pucks if so has anyone had any luck in cancelling the contract for free due to it not even working ? Many Thanks

[Anonymous]

@CGroves If you're a new Stream user don't you have a 31 day cooling off period to cancel?

You will need to ring Sky to do so. It may be you do have a faulty puck so they may want to try replacing it first. 

[CGroves]

Hi

Unfortunately it's gone over the 31 days , first month worked fine but it's not even useable now due to the crashes and we've only had it around 3 months .

I've tried calling them but they have been less than helpful trying to blame it on other things rather than except it's faulty 

[Anonymous]

@CGroves Sky are under no obligation to cancel the contract in that case but a replacement puck should be something they can sort under the Stream warranty. If you ordered it after Feb 2023 you have an unlimited warranty, so I would use it! 

[Jporch316]

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@CGroves wrote:
Hi New to having sky stream and it's been a disaster , the puck would appear to be faulty it freezes all the time and I have to power cycle it when it does. I've tried resetting the puck , I've followed all the things that is advised to do in these circumstances, and it is nothing to do with my internet speeds . The puck is awful and not fit for purpose , I should not have to keep repeating the power cycle for it to crash again minutes later in some cases , other times I might get a day's use out of it if I'm lucky Is this a common issue with these stream pucks if so has anyone had any luck in cancelling the contract for free due to it not even working ? Many Thanks

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Contact sky and get it swapped under warranty. A faulty unit doesn't make it "not fit for purpose" 

[CGroves]

If it doesn't do as it's supposed to that particular unit is not fit for purpose 

[Anonymous]

@CGroves You can only conclude it isn't fit for purpose if the replacement you can request does the same thing. 

As you're out of the cooling off period Sky are under no obligation to allow you to cancel the contract. They will almost certainly want to try replacing it.

[CGroves]

I can conclude that this particular unit is not fit for purpose if it does not do work as it is supposed to .

[Anonymous]

@CGroves Which is why Sky will no doubt replace it for you as per the warranty but won't allow you to cancel the contract. You could try arguing in a civil court but it would be a tough task. A judge would ask if you had allowed Sky to try replacing the unit for example.

[TimmyBGood]

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@CGroves wrote:

 Is this a common issue with these stream pucks

Sky Stream has been on general release since October 2021: if it generally didn't work then that would probably have been noticed by now.

if so has anyone had any luck in cancelling the contract for free due to it not even working ? 

Yes, numerous forum posts indicate that Sky will eventually  permit exit from a minimum contract term without penalty (presumably because they don't offer 'engineer' support for the platform)

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[Stephen+Mourton]

@CGroves   Just out of interest, has your router got a clear line of site to your puck?  Is your router next to other objects? Is your router next to a window or mirror?  Is your puck away from other objects especially electrical ones like a sound bar, dvd, etc?

To be honest it is a bit ridiculous to have so many things that can effect a pucks performance but I had problems with my puck having to be reset at least once a day.  That was the advice they gave me when I rang up, so I made those changes and have no problems with it anymore.

[Clickman]

I have to agree that sky'streaming pucks are rubbish and require frequent rebooting. I have a broadband service that delivers ers at 950-1Gb reliably to the router and my Linksys mesh LAN delivers at 450-500Mbps to my iPad in the Irving room.  Yet the speed at the Sky puck according to Netflix connection monitoring isonly 35.8 Mbps. Does this mean the pucks are incapable of accepting a fast connection?

[MarkGoldsmith]

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@Clickman wrote:

I have to agree that sky'streaming pucks are rubbish and require frequent rebooting. I have a broadband service that delivers ers at 950-1Gb reliably to the router and my Linksys mesh LAN delivers at 450-500Mbps to my iPad in the Irving room.  Yet the speed at the Sky puck according to Netflix connection monitoring isonly 35.8 Mbps. Does this mean the pucks are incapable of accepting a fast connection?

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Via Ethernet they they get 100mbps. However that sort of download speed is completely unnecessary for the product with 30-40 Mbps more than adequate for the service. 

[Clickman]

If 35.8 Mbps is adequate for the service, why does the puck have to be reset so frequently? Just asking.....

[Mark39]

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@Clickman wrote:

I have to agree that sky'streaming pucks are rubbish and require frequent rebooting. I have a broadband service that delivers ers at 950-1Gb reliably to the router and my Linksys mesh LAN delivers at 450-500Mbps to my iPad in the Irving room.  Yet the speed at the Sky puck according to Netflix connection monitoring isonly 35.8 Mbps. Does this mean the pucks are incapable of accepting a fast connection?

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I don't think it has been clearly established why some customers have a poor experience while others don't. Just to reinforce @MarkGoldsmith's post, my Puck and Glass work fine on a 61Mpbs wifi connection. I suspect you either have a  faulty Puck or there's an issue with the stability of your broadband network.