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

[Tormund800]

I work in IT. Have configured the network correctly and updated the software. It still crashes and freezes twice a day. SkyStream is not good enough yet, and shouldn't be pushed on customers. They will end up leaving. 

[Super+Anthony]

Completely agree @Tormund800 Sky need to take more ownership and improve the puck. It's simply not fit for purpose and for the fast speeds. I keep saying it's a great product but needs massive improvements. My speeds are excellent and all my other gadgets work perfectly fine, whether it's through Ethernet or WiFi. The only thing that doesn't work correctly is the sky stream puck. If it was my ISP, I would have issues with other items, which I don't. Issues are with Sky

[Hunter2660]

And yet I have no issues on live steaming or catch up. It's not as simple as "it's the puck" as there would be more complaints. Finding any problems is difficult to root out, but could be various, from age of property (ie thick concrete walls), router, neighboring wi-fi, electrical interference, to where the puck is located.

[Mark39]

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@Hunter2660 wrote:

And yet I have no issues on live steaming or catch up. It's not as simple as "it's the puck" as there would be more complaints. 

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Quite so. And likewise it's not a question of the Puck being unfit for purpose.

[Super+Anthony]

Am afraid the puck needs updating and until Sky accept this, we will continue to have issues, and is simply nothing to do with anything else. 

[Super+Anthony]

Once again last night the latency channel froze on 922 during the football. It's really not acceptable and particularly with the unreasonable price increases looming. So we pay more for things when not working correctly. Should be the other way round, refunds for when we not getting quality

I have to say again, it's a great product and an upgrade from Q,