Sky Stream takes 20+ secs to change channel

[IainBallesty · Accepted solution]

***ISSUE FIXED***

On 26/8 after talking to Dylan , a knowledgeable support engineer, the issue was fixed in the back end. Ie. I turned on the TV to the channels changing with the normal 1-2 sec lag.  

Entertainment OS

Build version

Hardware model

1.3

QS028.516.00P

1P061-ef

More details here: over a month of issue tracking and investigation, in order we (on my insistance and/or Sky's suggestion)

1. Replaced the router

2.  Replaced the puck. 

3, replaced the box where the fiber comes into the house. 

4. Replaced all ethernet cables. 

5. Moved the puck to where there was no possibility of interference. 

The killer was I went away for a weekend, took, the puck with me and connected to another network in the hotel I was overnighting in.  The issue went away.  That pointed to an issue with my house.  It was not.  It is a known issue, they suspect with Virgin Media and the puck.  They solved it in the back end.  Dylan, the support engineer, confirmed that multiple users have the problem. 

Iain. 

[PaulD24]

Update. I emailed a formal complaint to Sky and the channel lag is down to about 3 seconds. They have yet to respond to my complaint but it seems to me that this issue is known and if you go through the normal helpline, you will not likely get someone who can sort it.

[AamirArrar]

@PaulD24 Hi Paul. Would you let me know which email address did you sent the email to? Mine is also 5 secs lag at the moment which I do not think is normal. 

[IainBallesty]

https://t.co/JBeDNPMFin

The above link to an Irish times article makes reference to the lag

"Another knock-on is that it takes 10-15 seconds to change channel on the TV,” he said.

Iain. 

[PaulD24]

@AamirArrar 

You will have to contact them initially through the online form - no direct email addrees from Ireland anyway - just make sure you have the correct country selected in the bottom right corner.  They will then respond to this by email and you can reply to this thread as you will have a ref number. 

[blackadder_1980]

just had sky stream for 3 days and was watching tv ( before it was changing in 1 to 2 secs) the screen goes black and now changing channels takes between 10 to 20 sec with sometimes the channel is loading, I have checked both wifi and RJ 45 and it does it on both, I have 300 mb virgin media BB

[IainBallesty]

 hi

It is a known issue, in my case , they suspect with Virgin Media and the puck.  They solved it in the back end, ie there was nothing that could be done on the customer side to fix it. Do you know if you have Sky over the Virgin Media Fiber? 

Ring and complain.  

Iain