Sky TV continually freezing whilst watching programmes

[SharonB88]

I am unhappy with my Sky Stream service, and cannot seem to find the correct number to speak with someone about this. 

Have only had it for around a month and it randomly freezes for a few seconds whilst watching programmes (on catch up apps as well as watching live programmes). Today it is almost unwatchable, freezing about every 5-15 seconds, for around 5 seconds. This has happened on ITVX and the channel 4 app as well as whilst watching BBC.

Any ideas how to resolve?

Thanks

[Deedee36]

@SharonB88  Firstly what speeds are you getting to your puck,how are you connected wifi or Ethernet?

To check the speed to your puck open the Netflix app scroll to get help and check your network 

[martswain]

Sounds like an internet speed/quality issue.

If using WiFi move the puck closer to the router or use powerline adapters.

If connected via ethernet check the speed you are receiving with the Netflix network test.

Just because you may have enough bandwidth on the test, when other home devices are using you connection they take their own chunk and as Stream needs consistent data that is probably causing the issues you are seeing.

[Fothergill1 · Accepted solution]

@SharonB88One of the main reasons for freezing is the quality and speed of the Wi-Fi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network) and is often much less than you might expect. The minimum speeds  recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

If your speed at the TV is borderline try connecting via Ethernet cable. If this is not practical you can use powerline adapters (about £30 at Amazon). Note the Ethernet port on the Glass TV (& pucks) only supports 100mbps so don't waste money on the more expensive 1gb powerline adapters

[SharonB88]

Thank you all for your replies!!

Total technophobe here - going to get my dad to read all of this and take a look for me.

Thanks again 🙂

[KeithL63]

I'm having the same problem. My connection speed is 56.56mbps according to Netflix but I still can't watch anything for more than 10 or 15 seconds. Should I buy a powerline adaptor (whatever that is!). So sick of Sky and their non-existent service. 

[Chrisee]

@KeithL63 stability of the wifi stream is as important as the bandwidth.

Powerline adapters that use the mains wiring to carry the date can greatly improve stability assuming your home's wiring is in reasonsble nick. If you buy a set one plugs into a wall socket near the router and linked by one of the ethernet cables in the kit. The other is plugged in near the puck and linked using another ethernet cable. Modt systems need no more set up than that but turn off the puck's wifi if using the ethernet connection.

[KeithL63]

Thanks Chrisee! My house is over 100 years old and I'm not convinced about t he wiring, but it sounds like it is worth a shot since it is unusable at the moment. I'm having to watch via the old ariel in the loft at the moment - 1st World Problems!!

[Super+Anthony]

My Ethernet speed test is 90 and on WiFi is 500. Sky have been very helpful

it doesn't happen for a week and then 3 times on a day

I doubt very much that its my broadband causing the issue as it's fine with everything else

I really think the stream is great through