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Discussion topic: Sky Stream stops working when physically connecting a secondary device to the broadband router

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This message was authored by: rosss

Sky Stream stops working when physically connecting a secondary device to the broadband router

My Sky Stream works perfectly fine until I physically connect my CCTV system via LAN to the broadband router. I am connecting in order to view cameras away from home. Sky Stream stops working saying there is no signal but WiFi is working perfectly fine for other connected devices. Any ideas how to resolve?

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This message was authored by: Jporch316

Re: Sky Stream stops working when physically connecting a secondary device to the broadband router

Posted by a Superuser, not a Sky employee. Find out more

Potentially the cctv may be trying to use the same ip address as sky stream? Maybe worth trying to give then system a fixed alternative ip address in then settings that's within your internal range 

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43inch Gen 1 and 55 inch Gen 2 Sky Glass & sky live camera 3 Pucks. Virgin media M500 on hub 5x. Four sky mobile sims.
This message was authored by: MarkGoldsmith

Re: Sky Stream stops working when physically connecting a secondary device to the broadband router

Posted by a Superuser, not a Sky employee. Find out more

So a common misunderstanding is that because it's fine on another device it will be fine on Sky Stream or Glass is unfortunately incorrect.

 

These services are unique in that when on they have a permanent connection to Sky servers and thus require a constant 30 Mbps connection. What seemingly happens is that if the broadband speed the stream or glass gets falls under the minimum recommended of 25-30 Mbps it seems to crash the stream puck until it's rebooted. A number of customers have this issue particularly when connecting glass or stream via WIFI as if the WIFI strength drops for a few seconds, and affects the speed the unit it able it get, it essentially crashes it.

 

In your situation it could be that the CCTV device is taking the bandwidth below the recommended 30 Mbps. It's also possible it's just a WiFi strength issue and connecting the puck via Ethernet and disabling the WiFi in the pucks settings will also resolve this. I can to do a similar thing with my Sky stream and switch it from WiFi to Ethernet.

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This message was authored by: Jporch316

Re: Sky Stream stops working when physically connecting a secondary device to the broadband router

Posted by a Superuser, not a Sky employee. Find out more

@MarkGoldsmith 

Good point - cctv apps do have a high bandwidth use normally especially if the cameras are hd or 4k ,......

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43inch Gen 1 and 55 inch Gen 2 Sky Glass & sky live camera 3 Pucks. Virgin media M500 on hub 5x. Four sky mobile sims.
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This message was authored by: rosss

Re: Sky Stream stops working when physically connecting a secondary device to the broadband router

Just checked my broadband speed and its 151mbps , so I don't believe this is the issue, but appreciate this will vary. Also the CCTV system worked fine with previous versions of Sky (Plus & Q) so I'm not sure the IP address is the issue either. Any other suggestions would bve appreciated - many thanks

This message was authored by: Jones_The_Cat

Re: Sky Stream stops working when physically connecting a secondary device to the broadband router


@rosss wrote:

Just checked my broadband speed and its 151mbps , so I don't believe this is the issue, but appreciate this will vary. Also the CCTV system worked fine with previous versions of Sky (Plus & Q) so I'm not sure the IP address is the issue either. Any other suggestions would bve appreciated - many thanks


Did you check the broadband speed actually on the puck? To do this open the Netflix app, navigate to the get help menu and run a network check. This will tell you the actual speed being received by the puck.

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