Sky TV streaming issues

[braderzj]

New sky customer, got the TV puck through a couple of weeks ago and had issues ever since setting up. To begin with the puck works as it should, but within 5 minutes everything freezes, whether I'm on the menu or watching a TV channel. The remote registers nothing, it remains frozen and nothing works. I have to take the power lead out of the puck and reboot it back up and the repeat happens. Works for up to 5 mins then just freezes again. How do I fix this?

[Angel_Aka]

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@braderzj wrote:
New sky customer, got the TV puck through a couple of weeks ago and had issues ever since setting up. To begin with the puck works as it should, but within 5 minutes everything freezes, whether I'm on the menu or watching a TV channel. The remote registers nothing, it remains frozen and nothing works. I have to take the power lead out of the puck and reboot it back up and the repeat happens. Works for up to 5 mins then just freezes again. How do I fix this?

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Sky Stream relies entirely on your broadband. Have you checked your network? Run a network check from the get help menu on the puck's Netflix app. What speed is reported? 

[Daveyoungphotos]

If you try a hard reset by powering down the Puc you will get a new setup on the puc when powered up. Simply turning on off and on just goes into standby.

[PPHILY]

I am having the same issue, they have replaced the box and when i set it up within a few hours it was happening again, i first thought it was the broadband and they sent an engineer and he said the broadband isnt the problem as the speed was perfect also there was no issue with the wifi from the router to the streaming box , the signal was very strong. I am feed up with it , i am feed up with it because watching TV is just pointless.

[braderzj]

Called Sky and did a load of different troubleshooting and the problems persisted. They're going to send a new puck out and hopefully that fixes it (I believe they said an older version of the puck so potentially the newer version has issues?). I did also realise in the midst of this that they don't send an ethernet cable out with your puck and the ethernet cable I was using was old. Doing a network test using netflix I was only getting 87mb (I am on 900mb broadband plan). Doing a mobile WiFi speed test I was getting approx 350mb. I disconnected the ethernet and connected the puck to my WiFi and I got 568mb on the netflix test. Unfortunately the TV freezing issues still happen with the much higher speed. I've ordered a gigafast ethernet to use going forward and hope the new puck works.

[lettice]

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@braderzj wrote:
Called Sky and did a load of different troubleshooting and the problems persisted. They're going to send a new puck out and hopefully that fixes it (I believe they said an older version of the puck so potentially the newer version has issues?). I did also realise in the midst of this that they don't send an ethernet cable out with your puck and the ethernet cable I was using was old. Doing a network test using netflix I was only getting 87mb (I am on 900mb broadband plan). Doing a mobile WiFi speed test I was getting approx 350mb. I disconnected the ethernet and connected the puck to my WiFi and I got 568mb on the netflix test. Unfortunately the TV freezing issues still happen with the much higher speed. I've ordered a gigafast ethernet to use going forward and hope the new puck works.

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The ethernet port on the Sky a Stream puck is only 100Mbps, just like TVs and many other similar devices.

The Ethernet cable you need is a cat5e or cat6 cable, no need for anything more than that like a cat7/cat8 cable. You will see that listed on the cable itself.

Still, your 87Mbps you tested will be fine as is your wifi Netflix test. You will not see a max speed of 100Mbps, normally it will be around 85-90Mbps using an ethernet cable.

Your wifi speed also is perfect for Sky Stream.

Having a good local network is a key factor for having a reliable experience or it can suffer from some local interference.

For any issues it may have suffering from interference, more often seen as an intermittent blip, not always a cure, but the following may help to resolve;
Make sure you have a good 6-8 inches free on all sides of the puck.
Do not stack the puck on top of any other device.
Make sure the puck is in the open, not tucked away in a cabinet or sat directly behind the TV.
Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.
You should be using the Sky supplied hdmi cable or a high speed equivalent one.

Plus, change both your pucks to following recommended settings set in Settings>
Set Network standby mode to ON and Overnight power saving to OFF.
Turn wifi OFF under Network if connected via ethernet.