Sky Stream unable to access Sky channels!

[Guy27]

Sky Stream is playing up. Again.  Now we are unable to load Sky channels and Gold. Screen goes black; message says"Please wait for your programme to load". It doesn't load. Sky channels show a "loading " message but the programme never loads. 
Netflix works fine. IPlayer is fine too, so it's not broadband speed. 
Is this a known problem? 
Must say I'm more than disappointed with Stream; SkyQ was never a problem. 

[mikealanr]

Hi @Guy27 

Try a reboot in the first instance. However it could be speed related as the puck requires a constant stable data stream, as apposed to loading a program into a buffer. Sky recommends 25Mbps for HD and 30Mbps for UHD. You can check the speed your puck is getting by opening netflix> open the left hand menu > scroll down to get help? > Run connection check. 

My pucks / glass working here so no outage.

MikeAlanR

[lettice]

Would suggest trying a restart of your Sky Stream box

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete.

This seems to do a cache cleanup and new Sky server connection, that cures the odd blip like this.

[coggers1980121]

Was this ever sorted or is there any better advice than to restart? 

Similar issue that is pretty much constant. Sky stream is pretty rubbish tbh. 

[AndrewF_UK]

What's your connection speed on your Stream puck? You can find this on "get help" on Netflix app on Sky. 

Note: This is crucial to determine the actual speed your puck is receiving. More often than not, these messages occur when the puck’s speed is insufficient for Sky Stream to function well with live TV. This isn’t the advertised internet speed, but rather the actual speed the device is getting. 

[coggers1980121]

hi and thanks for the reply. 

Connection speed is 85 Mbps

[AndrewF_UK]

If you run that test a few times, is it consistent?

Are you WiFi or Ethernet?

[coggers1980121]

Ran it 4 times  & lowest was 79Mbps. 

Ive got it on ethernet connection and have turned off the wifi on the Stream boc - read that was best option. 

[AndrewF_UK]

Yeah, typically Ethernet is the more reliable way because you don't need to worry so much about interference. That said, I actually found WiFi (eero mesh network) was better in my home so I would probably challenge that a bit (counterintuitively) and suggest to try it without Ethernet but WITH WiFi for a few days and see if that changes anything for you. 

[coggers1980121]

I'll give the WiFi a go and see if that makes any difference. 

Can't say I've been all that impressed with stream over Sky Q. 

Issues with lip syncing, channels not loading and it freezing. Maybe I've just been unlucky! 

Thanks for replying.

[AndrewF_UK]

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@coggers1980121 wrote:

I'll give the WiFi a go and see if that makes any difference. 

Can't say I've been all that impressed with stream over Sky Q. 

Issues with lip syncing, channels not loading and it freezing. Maybe I've just been unlucky! 

Thanks for replying.

---

Lip sync is a known issue, and all we can do is await a fix. The rest sounds unlucky to me, but let's see if we can get it running better for you. I'll keep an eye on this thread if you can keep it updated with how things are performing. 

Out of interest, once you're on WiFi can you post again with your Netflix speed to see how WiFi affected that please?

[coggers1980121]

Interesting....

Wifi Netflix test goes up to 388 Mbps!

Ill give it a week and see how I get on, but should hopefully be an improvement. 

Now to figure out why wired is so slow......

[AndrewF_UK]

The Ethernet is capped to 100Mbps I believe which is theoretically fine for streaming but a good WiFi network can get more than that these days. 

[Guy27]

Thank you for your helpful response.   The problem disappeared overnight and had not resurfaced.  Lip sync, however, has got worse. Sky Stream is unreliable and most disappointing.  Do any other streaming services work properly? 
Sky Stream is a poor product, and expensive, I'd really like to move to another provider.