Sky Stream working fine until recently - now gives "Waiting for Program to Load"

[Dshepherd]

Over a period of a week this has gone from fine to repeated "Waiting for Program to Load". This is not a bandwidth issue. 2 apple tvs work fine and no other device shows an issue.  For some reason we have only noticed this on live channels.

How do I talk to somebody about getting a replacement device ?

[GD1]

@Dshepherd  Have you run a speedtest on the puck?  Go to netflix app, help setting and speedtest.  This will show th speed the puck ids getting.

Apple devices may well be working but the can operate at a low bandwidth

[Dshepherd]

Many thanks for the response.

The netflix speed test is consistantly giving 88MBs for the speed test. It would be intresting to know  if connected via ethernet the best connection is 100MB. If connected via wifi can the bandwidth be greater ?

The network is 900/900 fibre and all other devices apppear fine. Based on the information so far I can see some ping latency. Once in a while it drifts from 3-4 ms to 12-13 and then returns o 3-4. We are using an eero mesh and wondered if this has an impact on the Sky Stream box ?

I was wondering when the software on the puck could have been last updated to try and isolate a recent change as the cause as the box was working fine for 5-6 weeks.

Based on a possible probl,em with ethernet over mains adaptors I have changed how the puck is connected to the network.

Any thoughts would be greatly appreciated.