Sky Stream puck keeps freezing

[SkyeNet]

I got Sky Stream mid Aug 24 & have had the same freezing problem since.  I haven't been able to watch anything (I do mean literally anything) until this morning for about 15-20sec (BBC One) when the puck froze again.  Normally, I don't get the chance to select a channel before it freezes but if I scroll slowly, I can sometimes get to the settings tiles at the bottom of the page.

The initial set up in Aug was fine & it went through a few restarts as it sorted itself out.  Up until this morning, the puck continually freezes every time I switch it on after a few seconds.  Sometimes, it stays up for a few minutes but as soon as you scroll or try to select something, it freezes.  Usually, I get to see the tiles showing the various programmes & so far I've had enough time to get to the settings - network menu to disable wifi ( I'm only using an Ethernet cable) & have done a factory reset several times.  The puck went through another software update this morning & seemed to work successfully so hopefully it's all up to date.  Still not working after a reboot.

My speed is about 60mbp through my Sky router & my Apple TV 4k works fine when I transfer the Ethernet cable, so doubt the internet is causing the issue.  I've tried all the suggestions I've seen on this form, such as changing the HDMI cable etc.   Strangely, the picture shows that the chat system seems to think I don't have an active account.

Also, when trying to access help, the link for Glass/Stream help results in a 'bad link' page.

Anyone else getting such a bad experience?  That's 2 months I've been paying for this & haven't been able to use it.  I think I'll need to cancel my subscription.

[Jporch316]

---

@SkyeNet wrote:

I got Sky Stream mid Aug 24 & have had the same freezing problem since.  I haven't been able to watch anything (I do mean literally anything) until this morning for about 15-20sec (BBC One) when the puck froze again.  Normally, I don't get the chance to select a channel before it freezes but if I scroll slowly, I can sometimes get to the settings tiles at the bottom of the page.

The initial set up in Aug was fine & it went through a few restarts as it sorted itself out.  Up until this morning, the puck continually freezes every time I switch it on after a few seconds.  Sometimes, it stays up for a few minutes but as soon as you scroll or try to select something, it freezes.  Usually, I get to see the tiles showing the various programmes & so far I've had enough time to get to the settings - network menu to disable wifi ( I'm only using an Ethernet cable) & have done a factory reset several times.  The puck went through another software update this morning & seemed to work successfully so hopefully it's all up to date.  Still not working after a reboot.

My speed is about 60mbp through my Sky router & my Apple TV 4k works fine when I transfer the Ethernet cable, so doubt the internet is causing the issue.  I've tried all the suggestions I've seen on this form, such as changing the HDMI cable etc.   Strangely, the picture shows that the chat system seems to think I don't have an active account.

Also, when trying to access help, the link for Glass/Stream help results in a 'bad link' page.

Anyone else getting such a bad experience?  That's 2 months I've been paying for this & haven't been able to use it.  I think I'll need to cancel my subscription.

---

Hi 

could potentially be a slow signal speed. Can you go into the stream Netflix app .... go to settings ... then network check

you need at least 30mbs to be running comfortably 

[SkyeNet]

Thanks for the swift response, Jporch.   I'm getting about 60mbps peak & doesn't seem to drop less than about 56 when I monitor it for about 20s but maybe there are drop outs/glitches I'm not seeing (Apple TV not complaining or stalling, etc).  That speed rating was on my iPad so maybe the puck isn't getting that throughput for some reason.  If the puck stayed up long enough, I'd follow your advice & check Netflix speed checker!  I've restarted the puck about 6 or 7 times already today & only got passed the main screen once so far.  Will try your suggestion & post the results.

[SkyeNet]

Finally managed to get into Netflix.  A few seconds after returning to the Sky Stream main page from Netflix, it froze on me.

[Jporch316]

---

@SkyeNet wrote:

Finally managed to get into Netflix.  A few seconds after returning to the Sky Stream main page from Netflix, it froze on me.

---

If you can try running via a Ethernet cable temporarily to see if the issue still persists (remember to turn off the wifi in the stream settings  if you do)

stream works differently to other streaming services ..... it doesn't buffer up as much so any signal inconsistencies effect it in real time 

[Exiled-in-HH]

Who is your ISP?

[SkyeNet]

I've only ever run the puck on cable (the same one I've been using for my Apple TV), & ever time I've reset the puck, I disable wifi.  I've tried having all other devices disconnected from the router just in case they we're having an effect.

[SkyeNet]

I'm with Sky for broadband & I'm using their router.

[Jporch316]

---

@SkyeNet wrote:

I've only ever run the puck on cable (the same one I've been using for my Apple TV), & ever time I've reset the puck, I disable wifi.  I've tried having all other devices disconnected from the router just in case they we're having an effect.

---

Might seem like a mad suggestion but try using WiFi instead ...

[SkyeNet]

Not mad, at all.  I disconnected the cable & got it set up on wifi but as soon as it got back onto the main page, it froze just as I got down to the settings tiles with 'picture & sound', 'network', etc.  All the apps & channels, etc had populated so it's seems to be connected to Sky.

[Jporch316]

---

@SkyeNet wrote:

Not mad, at all.  I disconnected the cable & got it set up on wifi but as soon as it got back onto the main page, it froze just as I got down to the settings tiles with 'picture & sound', 'network', etc.  All the apps & channels, etc had populated so it's seems to be connected to Sky.

---

I can escalate your post if you wish to speak to sky online community team ?

[Exiled-in-HH]

Have you reported the issue to Sky and tried a replacement Puck?

[SkyeNet]

That'd be great, thanks.  While I appreciate you helping me out, shouldn't I be able to do that myself through the Sky website, or is this Sky Community forum the main method?  As I mentioned in my first post, when I clicked the link for Glass/Steam technical help, it didn't work.

[SkyeNet]

I've been wrestling with the issue trying to get the puck to update, which it finally seemed to do this morning.  I wanted to see if that would fix the issue before contacting them.  I haven't got anywhere with contacting Sky as the help link isn't working (see picture attachments in my first post).  I've been phoning but can't get through & was using this forum to look for anyone with the same problem.  Seems that there are some issues with the pucks or the streaming service but not sure if the same fault.

Sounds like there's an issue with the puck but need to check if there's also a problem with my account.

Not sure how do any of that if the 'Get help' link doesn't work.  Where does everyone else go for technical assistance?

[Jporch316]

@SkyeNet 

I have escalated your post please look out for an invitation to chat over the next 24 hours or so